The player from Germany is dissatisfied with the withdrawal process. The complaint was resolved as the player has been fully paid out.
Borengo Casino - Player’s withdrawal has been delayed.
Amount: €600
Borengo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I have had a payout at Borengo Casino open for 1 week! After registering, I submitted the required documents for verification and my account is currently verified. Then I deposited money and played, luckily I won € 600. So now to the real problem. I asked in the live chat how long a payout would take and was reported about 3-5 days. After 3 days I asked again in the chat and was told that the chat is not responsible for the payouts, I should write an email. I did that .. also tried to contact us using the contact form. But I don't get any feedback, which makes me very insecure! What can I do??
Thanks very much
Clare
Automatic translation:
Public
Public
2 years ago
Dear Klares488,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Would you be so kind and clarify when exactly you requested this withdrawal?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Dear Kristina,
thank you very much for your answer and your efforts! I ordered the payout 1 week ago! I would have been a little more patient if I had received an answer in the chat or by email. But it struck me as very strange that no one would comment on my concern!
Thanks very much
Kind regards
Clare
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, Clare. I would suggest waiting for at least one more week. I will keep this complaint opened, and if there is no development within this timeframe, we will intervene. Please, keep us updated in the meantime.
Public
Public
2 years ago
Translation
Hello Kristina,
We are very happy to do that! I'll wait until Thursday next week and I'll get back to you.
Thanks so much
Warm greetings
Clare
Automatic translation:
Public
Public
2 years ago
Translation
Good morning Kristina, after some research I decided to push the complaint forward. I think Borengo Casino is the same provider as Jokerino. The statements of the service employees are identical, even the names of the service employees in the chat are the same. After an official complaint by email, I still got no answer. Reading the comments on here I believe that it is a cheat casino that does not want to withdraw any money! Please help me. Thanks so much
Clare
Automatic translation:
Public
Public
2 years ago
Translation
After another request in the chat, my chat function has now been switched off. Though I didn't get abusive or abusive. I wanted to explain my point of view and that I have no confidence in the operator because I am still being put off and no one replies to my emails. Which are also politely worded!
Automatic translation:
Public
Public
2 years ago
Thank you very much Klares488 for the update. Is there any communication between you and the casino that you could forward me? If yes, please send it to kristina.s@casino.guru, or alternatively, post it here.
Public
Public
2 years ago
Translation
Good morning Kristina,
I sent you all the documents by email! Thank you for your efforts!
Automatic translation:
Public
Public
2 years ago
Thank you very much Klares488 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
2 years ago
Hello Klares488,
I'm Nick and I'll be assisting you from now on. I would like to ask Borengo Casino to join us and help us resolve the player's issue.
Public
Public
2 years ago
Translation
Hello Nick .. I am afraid that the casino will not answer you! I am shocked that such a fraud can even take place. If the casino doesn't get in touch, I'll file more complaints with the licensee!
Automatic translation:
Public
Public
2 years ago
Hello Klares488,
Unfortunately yea, the casino did not respond to us yet. We will however give them 7 more days to respond otherwise the complaint will be closed as unresolved and may negatively affect the casino's rating. You can however always contact the licencing authorities who would be probably able to take the case further.
E-mail received
Please disable your AdBlock