Casongo Casino

Case summary

The player from Denmark had requested a withdrawal made two weeks prior after multiple attempts since May 21. He had encountered issues with the payment provider declining withdrawals, and after depositing again, only two out of twenty-five pending withdrawals had been processed. Despite contacting customer support and offering a bank transfer, he received no clarity or assistance regarding the ongoing issues. The complaint was closed as unresolved due to the casino's lack of response to multiple contact attempts. The player was advised to escalate the matter to the Danish Gambling Authority for further review.

Discussion

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Pepegs

Bronze

Denmark

Public

1 month ago

Original

Translation

Hello Casinoguru.

I have a problem with Casongo that I now feel I will need to take further steps to resolve.

I have been trying to withdraw a deposit I have in my account since May 21. They only allow you to withdraw 10,000 per withdrawal, so I have tried to create 20+ withdrawals of the above amount.

They themselves say that it can take 5 days from the time the withdrawal is created until it is processed. So I waited the 5 days and then I noticed that money started returning to my casongo account.

Since I hadn't received any email or any communication from them, I contacted them and asked how that could be.

They then said that "The withdrawals are being declined by the payment provider", I then asked what I could do to solve it, and this is where the problems start. They have been dancing around the issue ever since. After a few days, they asked me to deposit 100 kroner again from the card that I have tried to withdraw to, and I received 2 of the approximately 25 pending withdrawals.

Ever since, they have been completely impossible to get in touch with or communicate with.

They asked me to contact my bank, which I did, my bank says they can't see that they should have rejected any attempted withdrawals. So the problem must be with casongo.

A week ago, I requested documentation that they had even attempted to send the payments they claim, but have not yet received anything.

In their FAQ, they write, "Our policy is to return withdrawn amounts to the payment method used to make the deposit. However, if the card or withdrawal method does not accept withdrawals, your winnings may be paid out via bank transfer. In such cases, additional documentation may be required for approval. If necessary, our customer support will contact you via email to request the necessary documents."

I have repeatedly tried to offer them a bank transfer instead, but each time they have ignored the message.

The only thing I'm told at the moment is that the relevant team is looking into the matter. But I haven't been told what "the matter" is even about, and every time I've asked, I'm met with silence.

I have asked for clarification or an explanation as to what could be causing this, but have not received any answers. So now I am at a bit of a loss and hope you can help.

I have all email correspondence, and pictures of live chat logs and more if you need it.

Thank you for your time.

Hej Casinoguru.

Jeg har et problem med Casongo, som jeg nu føler jeg bliver nødt til at tage yderligere skridt for at løse.

Jeg har siden d.21 maj, forsøgt at udbetale et indestående jeg har på min konto. De lader kun en udbetale 10.000 pr udbetaling, så jeg har forsøgt at oprette 20+ udbetalinger af ovenstående beløb.

De siger selv, at der kan gå 5 dage fra oprettelsen af udbetaling, til den bliver gennemført. Så jeg ventede de 5 dage, og så opdagede jeg, at penge begyndte at returnere til min casongo konto.

Da jeg ikke havde fået nogen mail, eller nogen kommunikation fra dem, kontaktede jeg dem og spurgte hvordan det kunne være.

De sagde så at "Udbetalingerne bliver afvist af betalingsudbyderen", jeg spurgte så hvad jeg kunne gøre for at løse det, og her starter problemerne. De har danset rundt om spørgsmålet lige siden. Efter et par dage, bedte de mig om at indbetale 100 kroner igen fra det kort som jeg har prøvet at udbetale til, og jeg modtog 2 af de ca 25 afventende udbetalinger.

Lige siden, har de været fuldstændig umulige at komme i kontakt med, eller kommunikere med.

De bedte mig om at kontakte min bank, hvilket jeg så har gjort, min bank siger at de ikke kan se, at de skulle have afvist nogle forsøgte udbetalinger. Så problemet må ligge hos casongo.

Jeg har nu for en uge siden forespurgt dokumentation, for at de overhovedet har forsøgt at sende de udbetalinger de påstår, men har endnu ikke modtaget noget.

I deres FAQ, skriver de, "Vores politik er at returnere udbetalte beløb til den betalingsmetode, der blev brugt til at foretage indbetalingen. Men hvis kortet eller udbetalingsmetoden ikke accepterer udbetalinger, kan dine gevinster blive udbetalt via bankoverførsel. I sådanne tilfælde kan der kræves yderligere dokumentation for godkendelse. Hvis det er nødvendigt, vil vores kundesupport kontakte dig via e-mail for at anmode om de nødvendige dokumenter."

Jeg har gentagne gange forsøgt, at tilbyde dem at de kan bankoverføre i stedet for. Men hver gang har de ignoreret beskeden.

Det eneste jeg får at vide pt er, at det relevante team kigger på sagen. Men jeg har ikke fået at vide hvad "sagen", overhovedet skulle dreje sig om, og hver gang jeg har spurgt ind, bliver jeg igen mødt med stilhed.

Jeg har bedt om afklaring eller redegørelse på hvad det kunne skyldes, men modtager heller ingen svar. Så nu står jeg lidt på bar bund, og håber at i kan hjælpe.

Jeg har al' e-mail korrespondence, og billeder af livechat logs samt mere hvis i skulle få brug for det.

Tak for jeres tid.

Automatic translation:

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Tomas

Complaint Specialist

Public

1 month ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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Tomas

Complaint Specialist

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1 month ago

Dear Pepegs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with the help of a bonus?
Could you please share with me your communication with the casino you refer to in your post? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

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Pepegs

Bronze

Denmark

Public

1 month ago

Original

Translation

Hello!

Yes, after a few days they said I had to deposit the minimum amount of 100 kroner, and then try to withdraw to that card again. Subsequently I received 2 of the approximately 25 pending withdrawals, and then nothing since.

They had never requested any KYC. Just said they had tried to withdraw the funds. Here 2 days ago, 16 days after the first withdrawal attempt, they asked for source of income and bank statement. I sent that immediately, and still haven't heard anything further from them - it's done in Denmark, so there's probably already a degree of KYC through MitID.

Nothing has been earned with the bonus. I have not accepted any welcome bonus or any others.

I will send you an email with the correspondence when I am at my PC.

Thank you for your time and for your help.

Edited

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Tomas

Complaint Specialist

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1 month ago

Thank you very much for the update.

Were the documents you provided to the casino accepted?

Has the casino processed the payout of your winnings since your last post?

Please let me know.

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Pepegs

Bronze

Denmark

Public

1 month ago

Original

Translation

Hello again,

Yes, the documents should be accepted.

They still haven't been processed, but I've sent you follow-up correspondence by email. Now I'll wait and see if they meet the date they announced themselves.

Again, thanks for the help!

Automatic translation:

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Tomas

Complaint Specialist

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1 month ago

Dear Pepegs, Thank you very much for the update.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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Pepegs

Bronze

Denmark

Public

1 month ago

Original

Translation

Hello again,

It is now the 19th, and I still have not received anything, or heard that their "technical problems" have been resolved.

I hope to hear that they are going ahead with the bank transfer today, otherwise I will have to assume it was another excuse. I will keep you updated if I hear anything from them today.

Automatic translation:

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Tomas

Complaint Specialist

Public

1 month ago

Dear Pepegs,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

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Barbora

Casino Analyst & Complaint Specialist

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1 month ago

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casongo Casino representative to join this conversation.

Dear Casongo Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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Barbora

Casino Analyst & Complaint Specialist

Public

4 weeks ago

We would like to ask the 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’ which may negatively affect its rating.

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Barbora

Casino Analyst & Complaint Specialist

Public

2 weeks ago

Dear Pepegs,

I have made several attempts to contact the casino, both through this complaint thread and via our direct communication channels. Unfortunately, despite these efforts, I have not received any response from the casino.

As we are unable to continue resolving this complaint without the casino's cooperation, I am forced to close it as unresolved. This outcome will negatively affect the casino's Safety Index.

Since the casino operates under a valid license issued by the Danish Gambling Authority, I recommend submitting a complaint directly to the regulator, as they may be able to review your case further.

I am sorry we could not achieve a better outcome in this instance. I sincerely hope your issue will be resolved as soon as possible.

Best regards,

Barbora

Casino Guru

Casongo Casino - Player faces delayed withdrawals and lack of communication.

No reaction

Black points: 3,487

Amount: 215,000 kr.

Case summary