Borengo Casino - A retirada do jogador está atrasada.

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

Hallo,

Ich habe schon im Oktober letzten Jahres bei Borengo 200€ auszahlen lassen ( habe 10€ eingezahlt mit Bonus ). Am 29. Oktober 2021 erhielt ich die Bestätigung per Mail, dass meine gewinne ausgezahlt wurden und innerhalb 2-3 Tage auf meinem Konto seien. Seitdem habe ich mehrfach Mails geschrieben, ohne Antwort von Borengo und der live Support antwortet stets mit der selben Standard Antwort ( er ist nur technischer live Support und ich solle mich per Mail an sie wenden ). Ich warte nun schon eine Ewigkeit darauf das mir jemand antwortet. Ich hoffe Sie können den Fall lösen denn ich habe keinen Rat mehr.

Mit freundlichen Grüßen

Yannick

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

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

Hallo,

Das war meine erste Auszahlungsanfrage, verifiziert war mein Account an dem Tag, an dem die Bestätigung per Mail kam, das ausgezahlt wurde. Das war der 29.10.21.

Die letzte Nachricht war nur ein live Chat in dem mir wieder gesagt wurde mich per Mail zu melden. E-Mails wurden nicht einmal beantwortet, demnach habe ich nie eine (letzte) Antwort per E-Mail erhalten.

Die Unterlagen habe ich zugesendet.

Mit freundlichen Grüßen

Yannick

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?

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...

Ich könnte Ihnen meinen Kontoauszug des Novembers zukommen lassen. Ich habe nur eine Email erhalten, dass das Geld am 29.10. raus ist.

Das Casino besitzt leider keine Transaktionshistorie...

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

I sent the bank statements.

Habe die Kontoauszüge zugesandt.

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

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?

Their site has been down for a few days now.

Deren Seite ist nun seit mehreren Tagen nichtmehr erreichbar..

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’.

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.