The player from Germany requested a withdrawal. Unfortunately, the payment was delayed. The complaint was resolved and the player received their payment.
Borengo Casino - Player’s withdrawal has been delayed.
Amount: €55
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
Hi there ,
I applied for a payout at borengo and have not received the money to this day. The casino didn't reply from my emails and my account is already fully verified.
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3 years ago
Dear Susanne,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested and if you’ve accumulated your winnings with or without an active bonus?
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
Hello, I made my payout on October 18th. In Borengo's terms and conditions, however, it says that the payout will be processed within 3-5 days and this did not happen. I have already successfully passed the KYC procedure
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3 years ago
I fully understand your frustration, Susanne. I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
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So I still haven't got my money. How long is that supposed to last? So slowly it's enough.
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3 years ago
I'll check back with you on Thursday. Please be patient. If there's no development by then we will intervene. Thank you very much in advance.
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3 years ago
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Ok, I'll wait until Thursday, I'm curious
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3 years ago
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I don't feel like waiting until Thursday, nothing happens here and I don't know where my money is. I still don't have it. This is total rubbish.
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3 years ago
Thank you very much, Susanne, for providing all the necessary information and your patience. I will now transfer your complaint to my colleague Adam 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 Susanne,
I have reviewed your case and I understand the situation. I will try to contact the casino to see if I can help.
I would like to invite Borengo Casino to this conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi there ,
I'm curious because I still have my money and I'm no longer willing to wait.
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3 years ago
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Well then I am curious whether it will happen that way. What I've already been promised.
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3 years ago
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Yes, the payment finally arrived yesterday
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3 years ago
Thank you Susanne,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
