The player from Buenos Aires faced unjustified withholding of his withdrawal funds from Casongo Casino. Despite providing all necessary documentation to verify his account, the casino's support team continued to demand a “daily PDF bank statement” that did not exist in Argentina, leading to frustration and delays in processing his payment. In the complaint, he clarified that the issue actually concerned three bank transfer deposits that were deducted from his Santander account but were not credited to his casino balance, while only one similar deposit was processed correctly. We asked for supporting documents and transaction evidence, but he did not respond to our follow-up requests and reminders. As a result, the complaint was closed at that time due to lack of response.
CASONGO Casino - Player's withdrawal has been delayed.
Player stopped responding
Amount: $190,000 ARS
CASONGO Casino
Safety Index 7.5 Above averageCase summary
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Dear Axelneco92,
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 fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please clarify the exact date when you requested the withdrawal?
- Could you please post a screenshot of your account's verification page?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Translation
Good day, I haven't made any withdrawals, what they haven't resolved for me are three deposits that were never credited, but were deducted from my bank accounts.
Deposit 1 on 04/05 for the amount of $100,000 ars
Deposit 2 on 30/04 for the amount of $60000 ars
Deposit 3 on 30/04 for the amount of $30000 ars
I apologize for the confusion. I thought you were asking for a withdrawal because you said that the casino 'refuse to transfer the money I legitimately won.'
Could you please clarify the payment method used to deposit?
Did you have successful deposits before using the same payment method?
Thank you in advance for your answer.
Dear Axelneco92,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationGood day, sorry for the poor wording of the complaint. The deposit method was via bank transfer through Santander Bank. I gave the casino my Coelsa ID, but they say it's invalid. Of all the deposits I've made, only one was credited correctly; the rest weren't. Regards.
To proceed with your case, could you please forward me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account showing the missing deposit
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is jean.s@casino.guru. Thank you for your patience and cooperation.
Dear Axelneco92,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
