Bongo Casino - general discussion (page 2)

Sure, so you fulfilled the bonus requirements and then continued playing with real money.

As for the withdrawal, was the fee deducted and did the money return to your player account or not?

Did you send them an email or try to contact them several times regarding this situation? 

Hello,

In 2021, I registered an account with Bongo.gg using my Spanish mobile (+34 622 94 31 06) phone number, as registration from Spain was permitted at that time. I deposited funds and accumulated a balance of €5,061.92.

When I attempted to withdraw my balance, the casino requested KYC verification. I fully cooperated: I submitted my national ID, a personal photograph, and payment card documentation. All verification documents were sent from my email address (jordiguillenm@hotmail.com), as instructed by the support team. KYC documents were sent to security@bongo.gg, including a photo of myself holding the card used for the deposit and my Spanish DNI.

I also attempted to withdraw via cryptocurrency to explore alternative withdrawal methods. As shown in the attached screenshots, my total balance was €5,061.92, but the withdrawal panel showed "Balance insuficiente" (Insufficient balance), the funds were locked and inaccessible regardless of the withdrawal method attempted.

Shortly after completing the KYC process, my account was abruptly closed. The stated reason was "multi account activity." I categorically deny this allegation. I have never created, owned, or operated any secondary account on this platform. I did not abuse any bonuses, nor did I engage in any conduct intended to violate the casino's Terms and Conditions.

Since 2021, I have made repeated attempts to resolve this matter directly with Bongo.gg. In June 2026, I sent another formal written complaint to complaints@bongo.help and received only an automated acknowledgment, no evidence, no explanation, and no resolution in five years.

Supporting evidence attached:

Screenshots clearly showing my account balance of €5,061.92 and the blocked withdrawal

A screen recording showing my failed withdrawal attempts (I couldn't withdraw, and then they closed my account after trying)

Email history with the casino's support and KYC verification teams

(All KYC was sent to their mail security@bongo.gg, even with pictures of myself holding card used for the deposit, and the spanish DNI), I can show this too, but it contains private information.

I respectfully request Casino Guru's mediation to recover my funds of €5,061.92. This balance was earned legitimately, I completed all KYC requirements as requested, and I have never violated any terms. Five years have passed with no evidence against me and no resolution. I simply want my money back. Thanks.

Hey, I'm afraid we won't be able to help you. Five years after the incident is too long, so you should have come forward when it happened. These are what are known as "cold cases," and after a year, it's already been too long for us to be able to help.

Why didn't you report it somewhere when it happened, but instead come here five years later? 

Hey Jaroslav how are you doing,

I understand the cold case policy, but I want to set the record straight: I did report it when it happened. I first complained the very same month back in 2021, and again in 2023, both times through their support and by email. 

I never received any real answer. Every reply was an automated message or the same "the security team's decision is final" line from their live chat, which was the only channel that ever responded to me.

So it's not that I waited five years to act, it's that I've been trying for five years and they simply never engaged. I kept the screenshots of my balance (€5,061.92), a recording of the blocked withdrawal, and the email history, so I can back all of this up.

Thanks!