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

Hi.

I want to pay out 211 euros there.

I've been waiting for days and weeks to be verified.

I wait and ask about it every day.

Always get the same message that it has not been checked.

Hallo.

Ich will dort 211 Euro auszahlen.

Ich werde seit Tagen und wochen hingehalten, dass ich verifiziert werden soll.

Ich warte und frage jeden Tag nach.

Bekomme immer die selbe Meldung, dass es nicht überprüft worden sei.

Dear Tekkfried,

Thank you very much for submitting your complaint. 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? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hi, it's been more than 2 weeks.

They always wanted new things and since then it's been quiet.

Hi, es ist mehr als 2 Wochen her.

Die wollten dann immer wieder neue Sachen und seit dem ist Ruhe.

Thank you very much, Tekkfried, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Ok thank you very much.

I sent everything

picture of me

Photo perso

Account card

Account balance

Crypto wallet

To this day I only get the same answers that it is in progress.

Ok vielen lieben dank.

Habe alles hingeschickt

Foto von mir

Foto Perso

Kontokarte

Kontoauazug

Kryptowallet

Bekomme bis heute nur sie selben Antworten, dass es in Bearbeitung ist.

Hello Tekkfried,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Bongo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bongo Casino and its team, could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment? Could you please provide us with the information, what is the reason for the unusually lengthy verification process?

Thank you in advance for providing the information.

Thank you for the quick help 👍

Vielen dank für die schnelle hilfe 👍

Hi everyone,

Could you please specify the email/phone number used for registration? The email m*************@googlemail.com was not identified in our system.

Once it has been provided, I will be able to check what is the issue about. Usually the KYC takes up to 5 business days, but there are rare cases when more thorough investigation is being conducted, in this case it may take up to 30 business days (it's stated in the company's Terms and Conditions as well).

Please let me know your correct login and I will try to assist you the best.

Best regards,

Bongo.gg

Dear Bongo Casino,

We did not hear from you for a longer time.

Are provided data sufficient for your investigation? Do you need anything else from the player to look into the issue?

Could you please provide us with an update on this issue and your investigation?

Oddly enough, I received my money 1 day later.

Thanks to all

Ich habe komischerweise 1 Tag danach mein Geld erhalten.

Danke an alle

Thank you very much, Tekkfried, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Bongo Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru