BingoBonga refuses to investigate 300 euro missing deposit

I made a huge mistake and registered an account at www.bingobonga.com in the beginning of October 2022. When registering my account I used paynplay and my bank account was Finnish bank S-Pankki.

I later deposited 300€ using another bank (Danske bank) and that money just disappeared.

I have contacted BingoBonga several times regarding this but they are simply refusing to solve the issue. They are transferring all issues to their dodgy "VIP manager Edward" who then simply refuses to contact their payments team to locate the transfer.

I have tried to contact their customer support but they forward me to this "Edward" despite I asked them not to and he continues to refuse to solve the case. I have sent him screenshots from my bank account that include the bank logo, amount, my name, and account numbers of the sender and receiver. I have also sent him a photo of the paper receipts that I ordered from my bank.

After doing all this he is now asking for bank receipts in pdf format. My bank does not provide receipts in that format and the pdf photocopy was not good either. I have worked in the gaming industry for many years and I have never come across that a screenshot from my bank with all adequate info would not be enough.

I have even contacted trustly and they have confirmed to me that money has reached the merchant but this is also ignored by BingoBonga.

Reply from Trustly:

"Hi xxxxxxx,

Thank you for contacting Trustly. We are currently experiencing a higher request volume than usual which has led to a longer waiting time from our support. We thank you for your patience.

We can see that your transaction with reference 216xxxxx37 was successfully sent to the merchant on 2022-10-19. If you are in need of further assistance with this transaction, please contact their support and provide them with the reference PayNPl­ayP­aym­ent­__b­ing­obo­nga­_xxxx.

Please be aware, Trustly is not in a position to initiate refunds nor can we cancel transactions. In case you wish for a refund or you would like to cancel the transaction, please contact the merchant directly."

Again, this casino is extremely dodgy with its "VIP manager" Edward. I have already lost hope for regaining the money but hopefully, this will prohibit more people to lose their money in this manner.

I have a long email conversation with "Edward" which I'm happy to share if needed. That includes for example 3 straight requests to close my account which he blatantly refuses to do. Also, this is totally against MGA terms.

Fraud victim