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good evening, I have opened an account at bongo, I have won the amount of 1200 euros and I cannot withdraw my winnings, I have sent 2 withdrawals and they have canceled both times, I have sent them emails and I am still waiting for a reply for 2 days , in the chat they also tell me please wait , first time I come across this , I would like your help , thanks

Dear nikosthegreek,

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. Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Have you tried requesting a withdrawal via alternative payment methods (if there are any)?

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

Good evening, I made a deposit with an active bonus. Also today officials sent me an email to verify my account. And now I will start this time-consuming process. I will inform you about the development of the matter. Thank you

Καλησπερα σας εκανα καταθεση με ενεργο μπονους . Επισης σημερα επιτελους μου στειλαν email να κανω επαληθευση του λογαριασμου μου . Και τωρα θα ξεκινησω αυτη τη χρονοβορα διαδικασια . Θα σας ενημερωσω για τη εξελιξη του θεματος . Σας ευχαριστω

Thank you for your reply, nikosthegreek. Great, good luck and please, keep me updated.

I have sent them all the documents they want for identification and I am waiting for the verification of my account, the amount I have to receive has increased to 2480 euros from 1200,

Τους εχω στειλει ολα τα εγγραφα που θελουν για ταυτοποιηση και περιμενω την επαληθευση του λογαριασμου μου , το ποσο που ειναι να παρω ανεβηκε στα 2480 ευρω απο 1200 που ηταν ,

Good evening, I have been asked for a detailed statement for the month of March from my bank and I am waiting for them, also the amount has risen to 2970 euros, I am attaching the relevant image of my account with the available amount

καλησπερα και παλι μου ζητησαν αναλυτικο εγγραφο του μηνα μαρτιου απο τη τραπεζα μου και περιμενω νεα τους , επισης το ποσο εχει ανεβει στα 2970ευρω , σας παραθετω και τη σχετικη εικονα του λογαριασμου μου με το διαθεσιμο ποσο

good evening, could you please hide the above photo because it contains my username and someone may try to enter and create a problem for me by blocking my account if he keeps entering wrong codes, thank you

καλησπερα σας , μηπως μπορειτε να κρυψετε την παραπανω φωτογραφια γιατι περιεχει το username μου και καποιος μπορει να κανει προσπαθεια για να μπει και να μου δημιουργησει καποιο προβλημα να μου μπλοκαρει το λογαριασμο μου αν βαζει λαθους κωδικους συννεχομενα , ευχαριστω

Please note that the picture has been marked as private since the beginning and it can be seen only by involved parties.

Do I understand correctly that your account still hasn't been verified?

block this kind of betting sites, people have no problem with taking your money, but when you win, they find every way to make you never get your money back, we want betting companies that deserve it. It took 3 weeks for them to identify an account, unacceptable and they found the excuse that I had another account on their site, stay away

αποκλειστε τετοιου ειδους στοιχηματικα site , οι ανθρωποι στο να σου παιρνουν τα λεφτα δεν εχουν κανενα θεμα οταν ομως κερδιζεις βρισκουν καθε τροπο να σε κανουν να μην παρεις ποτε τα λεφτα σου πισω , θελουμε στοιχηματικες εταιριες που να αξιζουν . 3 εβδομαδες πηρε στο να ταυτοποιησουν ενα λογαριασμο , απαραδεκτοι και βρηκαν την δικαιολογια οτι ειχα και αλλο λογαριασμο στο site τους , μεινετε μακρυα

from the moment they accuse me of a duplicate account and there was no chance of making a profit, the minimum I ask for is the deposit I made of 200 euros, casino guru help me please let's finish this issue with them

απο τη στιγμη που με κατηγορουν για διπλοτυπο λογαριασμο και δεν υπηρχε περιπτωση να παρω κερδος το ελαχιστο που ζηταω ειναι η καταθεση που εκανα 200 ευρω , casino guru βοηθα με σε παρακαλω να τελειωνουμε αυτο το θεμα μαζι τους

Do I understand correctly that the casino believes you created more than one account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear nikosthegreek,

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.

Good evening, they haven't answered me yet and it's not the case from what I see

καλησπερα δεν μου απαντησανε ακομα και δεν προκειται απο οτι βλεπω

you invite the responsible gentlemen of the casino to give us an answer on the matter

καλεστε τους υπευθυνους κυριους του καζινο να μας δωσουν μια απαντηση περι του θεματος

Do I understand correctly that you indeed opened more than one account at this casino?

Dear nikosthegreek,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.