The player from Germany has requested a withdrawal two weeks ago. Unfortunately, the payment seems to be delayed. This case was successfully resolved.
Borengo Casino - Player’s withdrawal has been delayed.
Amount: €450
Borengo Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
Borengo Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good day .
I have had a payout of 450 euros open for about 2 weeks.
My account is fully verified.
In the chat there is no help and email traffic is pointed out. Even after what felt like 100 emails, no response from the casino.
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3 years ago
Dear Skrtl89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside your casino account without being processed? Could you please advise the exact date when you have requested the withdrawal?
It’s quite usual for withdrawals 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
My account was fully verified on 09/20/21. I also received an email about this. Immediately afterwards, I wanted to have my winnings paid out. Since I've read a lot of complaints here that are exactly like mine, I don't think there will be any payouts in the next few days. The payment is still open in my account.
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3 years ago
Thank you very much, Skrtl89, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Skrtl89!
I will take care of your complaint from now on. I would like to invite representatives of Borengo Casino into this complaint in order to help us resolve the withdrawal issue.
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3 years ago
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I hope at least here the casino answers.
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3 years ago
We would like to ask Borengo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Hi Skrtl89. In case the casino fails to respond, the complaint will be closed and categorized as 'unresolved' and it will negatively influence the casino’s rating. It can take time to sort everything out, so please be patient.
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3 years ago
Dear Skrtl89,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
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3 years ago
We've received a message from Skrtl89:
"I'm about to file another complaint as my first complaint has unfortunately not been resolved.
I am now waiting 4 weeks for my payment even though I am verified.
I also haven't received an email that my payout has been approved.
Kind regards"
We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion. We would like to ask the Casino to help us in resolving this case.
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3 years ago
Translation
The casino has already commented on 7 cases, I don't understand why nothing has been heard here for so long
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3 years ago
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I received an email today that my payment is approved and should be in my account in 2-3 working days.
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3 years ago
That sounds promising Skrtl89! Thank you for letting us know. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
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3 years ago
Awesome news, Skrtl89!
Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
