Borengo Casino - O jogador está lutando para concluir a verificação da conta.

Ladies and gentlemen

A week ago I successfully verified my account and then applied for a payout of 900 euros but then they said in the chat there are still documents missing, they submitted it immediately and since then nobody has contacted me have written a number of emails never got an answer I have everything in Screenshot captured I want my money to be paid out to me. Now all of a sudden they claim in the chat that this email address cannot be found

Sehr geehrte Damen und Herren

Ich habe vor einer woche mein konto verifiziert erfolgreich und danach eine Auszahlung von 900 Euro beantragt aber dann sagten sie im chat es fehlen noch Dokumente habe sie gleich nachgereicht und seit dort meldet sich niemand bei mir habe etliche emails geschrieben bekomme nie eine antwort habe alles im Screenshot festgehalten ich möchte das man mir mein geld ausbezahlt. Jetzt auf einmal behaupten sie im chat das diese email Adresse nicht gefunden werden kann

Dear Lexy0904,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello I was not informed that there are any problems, the casino reacts to no email from me in the profile that my account is verified. When I write in the live chat they claim that there is no payout even though I have a screenshot of everything.

I've been waiting for over 10 days even though you said 3 to 5 working days according to the live chat.

Hallo ich wurde nicht darüber informiert das es irgendwelche Probleme gibt das casino reagiert auf gar keine Email von mir im profil steht das mein konto verifiziert ist. Wenn ich im live chat schreibe behaupten diese das keine Auszahlung vorliegt obwohl ich von allem ein Screenshot habe.

Ich warte jetzt schon über 10 tage obwohl sie sagten laut live chat 3 bis 5 Werktage.

Thank you very much, Lexy0904, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Lexy0904,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Borengo Casino to the conversation to participate in the resolution of this complaint.

I have all the emails that have sent screenshots as proof and all things my last email was that if my money is not paid out or I do not receive a response, I will initiate legal action

Ich habe alle Emails die geschickt habe als Beweis Screenshots und sämtliche sachen meine letzte email lautete das wenn mein geld nicht ausbezahlt wird oder ich keine antwort erhalte gerichtliche schritte einleiten werde

Hi sorry for the delay, the payment has been arranged and will be effect your account asap.

Thank you Borengo Casino team for your reply.

Dear Lexy0904,

Please keep me updated.

Since I can not see any transactions, I can not track that, a screenshot that 900 euros were open now it no longer says that it is open I wait this week for my money if nothing happens I will of course contact you (CASINO GURU) otherwise like said the case will be reported!

Thank you for your support

Da ich keine Transaktionen einsehen kann kann ich das nicht nachverfolgen habe einen Screenshot das 900 euro offen waren jetzt steht nicht mehr das es offen ist ich warte diese woche auf mein geld wenn nichts passiert werde ich mich natürlich bei euch melden ( CASINO GURU ) ansonsten wie gesagt wird der fall zur Anzeige gebracht!

Danke für eure Unterstützung

Hi Lexy0904,

Has there been any news?

Hi Peter

Yes the money was paid to me

Thanks for the help

Hallo peter

Ja das geld wurde an mich ausgezahlt

Danke für die Hilfe

Thank you Lexy0904 for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter