The player from Germany has been waiting for a withdrawal for 3 weeks. Casino didn't provide explanation.
Borengo Casino - Player’s withdrawal has been delayed.
Black points: 100
Amount: €1,100
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
Unresolved
Our verdict
Delayed payment, likely paid
UNRESOLVED
Case summary
1 year ago
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3 years ago
Translation
Good Morning
Hello
I discovered the Borengo page on Casino Guru and registered.
I did not claim the 10Euro free for registration.
I was only interested in the 200% bonus. Before I made my deposit with the support chat I wrote by Borengo and asked if there is a maximum cashout after the 75x wager. There is no maximum cashout as long as you claim the 10euro or play the free spins. After a few hours of ups and downs, I successfully dared it and was very pleased with the amount won. I wrote to support directly and verified myself and the supporter even congratulated me for my win. Then I applied for the payout and since then I have been waiting for my money (about 3 weeks) and have also sent over 15 emails and no response and the live support chat only writes, please, send an email to Borengo.
Mfg Oktay U ..
Hopefully you from Casino Guru Support Team can help me further
thanks
Automatic translation:
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3 years ago
Dear okschido,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings you have opted for?
What is the status of your withdrawal, please – is it pending or processed?
Additionally, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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.
Best regards,
Kristina
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3 years ago
Translation
So thank you first for helping me.
I paid by Sofortüberweisung, Paysafecard. There is no history of what I deposited or how often on the site. Withdrawal is open and waiting for confirmation and I cannot choose which method to withdraw. So far my emails have been ignored and in the support chat I am only told to please contact me by email. Still no answer.
Thanks Oktay U ...
Automatic translation:
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3 years ago
Thank you very much okschido for your reply. I will now transfer your complaint to my colleague Viliam 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.
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3 years ago
Hello okschido,
I looked at your complaint and will do my best to help you. I would like to invite Borengo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
We would like to ask the 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
Translation
Hello
I wanted to write something new about it. So I canceled my € 1100 payout and made a new payout with € 150, because I have read more often that the sums of small payouts are more likely to confirm than high ones. And two days later I suddenly no longer had an open payout. So I'm still waiting for my bank account to be received. I also didn't get an email that the payout was confirmed.
Now we have to wait and see when it arrives and I will report it here immediately.
Mfg Octay
Automatic translation:
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
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 ask to reopen this complaint anytime.
PS: okschido, if you'll receive your winnings just send me an email and I'll reclassify the complaint. Unfortunately, I need to close this complaint as unresolved for now.
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3 years ago
We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Additional comments from the Casino:
"Hi, please note that all open payments are on your account now. For the actual state it was 550 EUR and not 1100"
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3 years ago
Dear okschido,
try to withdraw your winnings now and let me know about your progress, please.
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3 years ago
Translation
Hello
So the 550 euros have arrived, I have now applied for the remaining 550 euros and am waiting for the confirmation.
Mfg Octay
Automatic translation:
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3 years ago
Dear okschido,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Hello
the last 550 € are still open for payment and now wait another 1 week for it
Kind regards
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3 years ago
Translation
Hello
Didn't get any information when the payout will be confirmed. So I don't get any information and I don't have to wait for the payout. So I've been waiting for my second payout since 1.11
Mfg octay
Automatic translation:
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3 years ago
Dear Casino,
when you'll pay the rest of the winnings to the player, please?
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3 years ago
We would like to ask the 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
I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
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 ask to reopen this complaint anytime.
