Bongo Casino - プレイヤーのアカウント確認が遅れています。

Hello. How are you? I need your help with this case as I have been very patient, and I feel like I'm simply being scammed.

I opened my account at this casino in September and since October, I've been trying to get the necessary verifications, but I still haven't been verified.

Before you ask me, I didn't use any welcome bonus or anything similar.

I sent all the required documents (photo of my ID, proof of residence, bank statement, selfie with my ID and with the wallet used for the deposit).

Additionally, I had to do a video call of about half an hour with a casino representative.

After that, I had to start another verification process where they asked to verify the person who rents me the place where I live (some of the utility bills where I live are in their name) and I don't understand why they requested verification of that person. I managed to talk to the person and ask them the favor, and we also completed that verification.

So, not only did I complete my verification, but the owner of the place where I live did as well.

It's December 28th, and through chat, they only respond, "the verification is in process and there are no updates."

The first document was sent on October 18th. The verification video call took place on November 6th.

This entire process isn't easy for me because I don't speak English and I'm not very familiar with all this, but I have people who help me (even for making deposits, I get help from friends and acquaintances because I'm not very confident when doing them). The problem is that it becomes a burden for each person I ask for help. Similarly, imagine having to ask the owner of the place where I live to verify themselves at a casino.

I have never experienced anything like this before; I have never been asked to verify another person besides myself.

I have all the chat conversation histories as they are automatically sent by email. Also, I have emails sent to the verification department.

As of today, December 28th, I still have no solution, I haven't had my account verified (despite the platform indicating that it is indeed verified), and I'm not allowed to withdraw any money.

Attached are screenshots of the chat, the first email sent with the documents, and also the verification status of the account (which shows it as verified).

I understand there may be policies and procedures to follow, and I have complied with everything they have requested (not only did I verify myself, but also the owner of the place where I live), but it seems abusive on their part that it's been over two months.

Thank you in advance.

Happy holidays.

If further response is required from me, please be patient as all this isn't easy for me.

Hola. Cómo están? Necesito su ayuda en este caso ya que he sido muy paciente y siento que simplemente me están queriendo estafar.

En septiembre abrí la cuenta en este casino y desde octubre estoy tratando de realizar la verificación correspondiente, y aún no me han verificado.

Antes de que me pregunten, no utilicé ningún bono de bienvenida ni nada similar.

Envié todos los documentos correspondientes (foto del documento, servicios de mi domicilio, resumen del banco, selfie con documento y con la billetera que se realizó el depósito).

Además tuve que realizar una videollamada de aproximadamente media hora con un representante del casino.

Luego de eso, tuve que empezar otra verificación donde pidieron que se verifique también la persona que me alquila el lugar donde vivo (algunos de los servicios del lugar donde vivo están a su nombre) y no entiendo por qué me pidieron la verificación de esa persona. Pude hablar con la persona y pedirle el favor, y realizamos también esa verificación.

Es decir, no solo pasé yo misma la verificación sino que también la pasó el dueño del lugar donde vivo.

Estamos a 28 de diciembre y por chat solo me responden "que la verificación está en proceso y que no tienen ninguna actualización".

El primer documento enviado fue el día 18 de octubre. La videollamada de verificación se realizó el día 6 de noviembre.

Todo este proceso no es fácil para mí porque no hablo inglés y no sé mucho de la utilización de todo esto, pero tengo gente que me ayuda (incluso para hacer los depósitos me ayudan amigos y conocidos porque no estoy muy segura a la hora de realizarlos). El problema es que termina sienda una molestia para cada persona que le pido ayuda. Asimismo, imaginen que le tuve que pedir por favor al dueño del lugar donde vivo que se verifique en una casino.

Nunca me había pasado algo parecido, nunca me habían pedido verificar a otra persona que no sea yo misma.

Tengo todos los historiales de conversación del chat ya que se envían automáticamente por email. Asimismo, tengo emails enviados hacia el departamento de verificación.

A día de hoy, 28 de diciembre, no me dan una solución, no me verifican la cuenta (a pesar de que la plataforma indica que sí está verificada efectivamente) y no permiten realizar ningún tipo de retiro de dinero.

Les adjunto capturas de pantalla del chat, del primer email enviado con los documentos y también del estado de verificación de la cuenta (en que el cual figura que se encuentra verificado).

Entiendo que puedan tener políticas y procedimientos a seguir, y he cumplido con cada cosa que han solicitado (no solo me verifiqué yo, sino también el dueño del lugar donde vivo), pero me parece un abuso de su parte que ya hayan pasado más de dos meses.

Desde ya, muchas gracias.

Felices fiestas.

En caso de que se precise alguna otra respuesta por mi parte, por favor tengan paciencia ya que no me es fácil todo esto.

Dear nascar1337,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bongo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino profile filled with accurate personal information identical to the information on your documents to your knowledge?
• Did the casino justify its decision to verify your landlord in any way?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I registered as I would register on any website. I don't usually use bookmakers other than those that work and have support in Argentina, it was the first time I used one based on a recommendation (and it will be the last).

No, they didn't tell me why the owner verification was needed. There are services listed under his name, since he is the owner of the place, but I have done the verification with my own bank statements. I don't know if I have done something wrong, I asked them if I had filled something out incorrectly or if I had sent any documents incorrectly, but they have not answered me, they just kept asking me for more requirements which I have complicated one by one.

I honestly don't know what the processes are like since, as I mentioned before, I only use Argentine betting sites, such as Bet365 and Casino Buenos Aires, which only ask for basic verification to be able to make the bank transfer.

I am attaching the requested screenshots right here. In one of the screenshots, it is clearly shown that the account already appears as verified within the platform and, even so, they do not allow withdrawals of funds.

I honestly never imagined that I would have to make a video call with a bookmaker, I didn't even know they did that kind of thing.

Me registré como me registro en cualquier sitio web. No suelo usar casas de apuestas que no sean las que trabajan y tienen soporte en Argentina, fue la primera vez que utilizo una por recomendación (y será la última).

No, no me dijeron por qué se precisaba de la verificación del propietario. Hay servicios que se encuentran a su nombre, ya que es el dueño del lugar, pero yo he realizado la verificación con resúmenes de cuenta de banco propios. No sé si he hecho algo mal, les pregunté si había completado algo de manera errónea o si había mandado algún documento equivocadamente, pero no me han respondido, solo continuaron pidiéndome más requerimientos los cuales he complicado uno por uno.

Sinceramente no sé cómo son los procesos ya que, como te mencioné anteriormente, solo utilizo sitios de apuestas de Argentina, como lo son Bet365 y Casino Buenos Aires, los cuales solo te piden una verificación básica para poder hacer la transferencia bancaria.

Adjunto las capturas de pantalla solicitadas aquí mismo. En una de las capturas, se muestra claramente que la cuenta ya aparece como verificada dentro de la plataforma y, aún así, no dejan realizar retiros de fondos.

Sinceramente jamás me imaginé que iba a tener que realizar una videollamada con una casa de apuestas, no sabía siquiera que realizaban ese tipo de cosas.

I'm adding an update. Since today I don't have any kind of access to my account because it gives me an authentication error. Also, I can't recover the password because I don't receive the email with the code to reset the password. On the other hand, they stopped answering me in the casino chat and only tell me that I broke a rule as if I had several accounts, when that is not the case.

Agrego una actualización. Desde hoy no tengo ningún tipo de acceso a mi cuenta ya que me arroja un error de autenticación. Asimismo, tampoco puedo recuperar la contraseña ya que no me llega el email con el código para reestablecer la contraseña. Por otra parte, dejaron de responderme en el chat del casino y solo me indican que violé una regla como si hubiese tenido varias cuentas, cuando no es así.

Dear nascar1337,

thanks for our reply and the update.

Could you please share the communication with the accusations against you for us to review?

Do I understand correctly you accumulated your winnings purely by sports betting?

I haven't used any bonuses. I used several casino games, I don't understand what's wrong with that.

No he usado ning´ún bono. Utilicé varios juegos del casino, no entiendo qué tiene de malo eso.

Thank you very much, nascar1337, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you nascar1337 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bongo Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player recover their account.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

Hello,

Please kindly be advised that the explanation for why the account was suspended, along with the description of the fraudulent activity, was provided in the response on Friday, the 17th.

Could you please review it and get back to us if you have any additional questions?

Kind regards.

Thank you for providing me with the information Bongo Casino representative.

nascar1337, the casino has provided us with evidence of fraudulent activity, your failure to pass video verification, and other discrepancies that lead us to believe the steps the casino has taken to be justified. We will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter