Withdraw and account closure refuse

Hello, since oct 22 I try to verify my skrill account for BingoBonga to withdraw my winnings.

The amount is 500 euros. Unfortunately BingoBonga mistakenly saved my login email as my Skrill email. Then BingoBonga asked me to verify this Skrillaccount with the wrong mailadress..

I've been asking support for months to remove the wrong email from my profile and replace it with the right one. Sometimes I had the feeling that the problem had been understood. But every time I wanted to make a withdrawal, I was asked again to verify my Skrill account with the wrong email address. I have provided the casino with all the screenshots. In the end I was even asked to upload a video showing me making a new deposit at the casino using the correct email. So I did this and deposited another 20 euros on 12/19/2022. After another 5 days I got an email in which I was asked again to verify the account with the wrong email address! All the hassle in the verification process was for nothing. The support takes less than 5 minutes for me. I want to put this behind me and never have anything to do with this terrible casino ever again.

Thank you and best regards,

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