The player's withdrawal is delayed for over 2 months. Casino didn't respond.
Borengo Casino - The player's withdrawal is delayed.
Black points: 71
Amount: €200
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hi there,
I already paid out €200 at Borengo in October last year (I deposited €10 with a bonus). On October 29, 2021, I received confirmation via email that my winnings had been paid out and would be in my account within 2-3 days. Since then I've emailed multiple times with no response from Borengo and the live support always replies with the same default response (it's just live technical support and I'm supposed to contact them via email). I've been waiting for ages for someone to reply. I hope you can solve the case because I'm out of advice.
Kind regards
Yannick
Automatic translation:
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2 years ago
Hello yannicke,
Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Borengo Casino. Allow me to ask you a few more question before we would move forward.
Could you please advise if this was your first ever withdrawal request? Since when exactly is your account verified? when was the last time the casino responded to you and what was it?
Please forward any screenshots and relevant proof to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Hi there,
This was my first withdrawal request, my account was verified the day I received the confirmation email that it was paid out. That was 10/29/21.
The last message was just a live chat where I was told to email me again. Emails weren't even answered, so I never got a (last) reply by email.
I have sent the documents.
Kind regards
Yannick
Automatic translation:
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2 years ago
Dear yannicke,
Is there any way that you can prove that the money did not arrive? - like the screenshot of the withdrawal amount and filtered payment provider statement that not such an amount arrived or any other way?
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2 years ago
Translation
I could send you my November bank statement. I only received an email that the money was due on October 29th. is out.
Unfortunately, the casino has no transaction history...
Automatic translation:
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2 years ago
That would probably help too even if the money was sent out 29th of Oct. - please send it to the same e-mail address.
Regards,
Nick
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2 years ago
Thank you very much yannicke for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello yannicke,
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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2 years ago
Translation
Their site has been down for a few days now.
Automatic translation:
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2 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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2 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’.
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.
