Complaint #38 Bongo Casino

I cannot access my account

By Oussema O.

2 years ago

A month ago, I was prevented from withdrawing funds until verification was completed. After the verification process, I withdrew my money normally, and after winning 6 days ago, I was prevented again from withdrawing money. and after waiting until today, I received an email saying that I have two accounts, and my account was closed for no reason, and I have one account.

Disputed Casino Bongo Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Bongo Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Bongo Casino

• Representative

2 years ago

Dear AskGamblers,

Please be advised that we have provided evidence demonstrating a violation of the company's terms and conditions. This evidence indicates that the customer in question has registered multiple accounts.

Kindly review this information.

Thank you.

Oussema.oudjerit

• Algeria • 1 reviews

2 years ago

How can you accuse me of having several accounts, and 10 days before that I was allowed to withdraw . I know the law does not allow having more than one account, and I have one. Why should I open a new account?

AskGamblers

• Support Team

2 years ago

Dear Bongo Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Bongo Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $2,956

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Bongo Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 15 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Bongo Casino Complaints

See all complaints for this casino

Very long verification

I've been waiting to get verified for over a month now . i submitted the live selfie, proof of address, bank statement and even a picture of me with their website open on my laptop with my ID. they then waited almost two weeks to tell me that they need bank statements from September and december. i submitted that 2 WEEKS ago and i still didnt get any answer on my verification status.

Resolved

Problem with withdrawal at Bongo Casino

Hello AskGamblers,

I need help with my withdrawal.

I made a deposit of 125 on 10.4.2025. I won 1061 euros, and now my winnings are stuck. After I made the withdrawal, they have asked me to verify my account, and I have sent them 10 different documents, but nothing still happened.

I made the deposit using Revolut virtual mastercard, and first they asked picture of my identification document (passport), a picture of me, and a bank statement from Revolut.

Then I sent them a new bank statement with a longer timeframe from Revolut, a document that proves that I own the card, and a picture of my virtual card. After that, they asked me to send a bank statement of the card that I have used to top up my Revolut. After that, I sent them a picture which proves which card I use in Apple Pay (I have made deposits to Revolut using Apple Pay), a picture of that card, and a longer bank statement of the bank account which I have used to top up my Revolut.

I sent the last document a week ago, and I still haven't received a response.

The chat just asked me to wait.

Resolved

€1,061

658e stuck

I am filing this complaint against Bongo.gg casino due to their ongoing refusal to process my withdrawal, despite fulfilling every verification and deposit condition they requested.

Initially, I made my deposit using Rapid Transfer. However, I was later informed that withdrawals are not possible through that method. Their support team advised me to simply make a small deposit via Skrill to unlock Skrill as a withdrawal method which I did without issue.

Since then, I have spent over a week exchanging messages with multiple support agents, being asked to submit document after document even for payment methods I never used to deposit. I have already submitted:

A valid Skrill PDF account statement

Statements for the requested card numbers

Photo selfies with passport and their messages in one picture and so on and PDFs of transactions

Additional Skrill documentation covering a broad date range

I have been fully cooperative throughout, submitting everything in the correct format and repeatedly asking what more they need. Despite this, the casino keeps delaying the process, repeating demands for the same or unclear documents, without giving a timeline or consistent explanation.

To make matters worse, I was told last week that the small Skrill deposit would be enough to enable withdrawals yet that still hasn’t happened. Now I’m being asked again for another round of documents, including a statement from an unspecified bank account, without any clarity on which one that i have not even deposited from.

It’s clear to me this is becoming a stalling tactic. I’ve done everything asked and more yet my Skrill withdrawal remains blocked.

Resolved

€658

Bongo Casino Withdraw not possible

Hello askgamblers!

I can not resolve this case. This is second complaint, first one was rejected because we all believe bookker is serious to need 20+ more documents already verified site. With multiple deposits and withdraws.

This case started 10 days ago when I made 230e withdraw Skrill My total balance is about 400e. now it is 175 because I have to play to prove I am ok customer. Anyway withdrawal was declined 2 times for no reason. 3 rd time comes e-mail with multiple document requests. It was very difficult and took several hours. It does not help that more documents needed same issue.

K.y.c knew your customer, they know me better than anyone after this. It was a safety risk me.

Verification process usually may take up to 5 business days. This timeline was broken. No time schedule told me. Some lawtext rubbish. I don't talk them anymore. Waste of time.

I have seen multiple complaints same issue, withdraws canceled and endless verification or verification waiting, weeks, or months. Casinoguru and askgamblers. Anything could happen. I see bookker try slow withdraws and avoid paying them. For me and other customers. But I take care only of myself.

I am serious, can you help me resolve this case. All I want to do is pay my small funds 175e.Then I can go to more trusted casino. My deposit was bigger than this sum.

I have multiple documents if wanted. I have send everything they ask. Believe me it was difficult, humiliated. I wan tot end this story. I am very tired I have played too much under pressure. This must be the end. As soon as possible. Their site was ok. But I can not do this anymore.

Resolved

€296

They are investigating over a month

Hello askgambler.

I need help. On 11.05 I registered at this casino, made a deposit of 103 dollars and started playing. There are 519 dollars in the account.

After I requested a withdrawal, I was asked to go through verification. I provided everything to them. I have passed verification.

And now they are checking my account. I asked them how long, they didn’t say the time frame.

More than a month has passed, the chat says wait. Help speed up this review. They just don't want to pay the money

Resolved

$519

Problem with withdrawing and verifying the account

After I found this casino on your site, I registered and deposited and started playing after my account reached 700 USDT and I decided to withdraw some money.

I was rejected and asked for verification documents.

After sending all the required documents, the verification date was set via video call and the verification was done via call. Video.

For 10 days, I have not received any response.

I hope my problem is solved

Resolved

$700

Delaying the verification process

A month ago I found this casino on your website and registered there!
At the moment my account balance is 916.87 euros.
I made a number of deposits and played on them!
On April 7, 2024, I ordered a payment of 300 euros for the first time, three days later in the online chat of the support service they demanded a number of documents from me to verify the account! These were copies of my documents, statements of transfers from the skrill payment system, a selfie with documents in the background of a monitor with online chat correspondence, - I provided everything. Then I was again asked to provide additional proof of my identity, and an additional statement from another skril account -which has nothing to do with this casino at all, I also provided everything!
The last document that was asked from me - I provided it on April 16, 2024, and from that moment on the security department is checking my documents! - online chat constantly answers me - Hello! Thank you for contacting us. When checking, I see that our specialists are still working on the request. As soon as they provide an update, we will notify you about it.
I ask you to help with the process of verification and payment of money!

Resolved

€300

Withdrawal Delay of $250

Hello. Registered on the site for about a year. He made a deposit and displayed, everything was fine. After the next withdrawal of funds, there was a delay and delaying time, after the weekend they requested verification. Successfully passed the verification, which was notified about, put $ 250 to withdraw funds, stories began with technical problems, requests in all sorts of departments, and so on, in general, a typical tightening of time and unwillingness to pay funds. I ask you to help Askgamblers with the solution of the issue. Thank you.

Resolved

$250

Refuse to let me withdraw 5k

I made a deposit of €25 through paysafe account and won 400 on Wednesday 1/2/22 and was unable to withdraw using the method I deposit on so request skrill and up to friday I wasn't having any luck, so I continued to play and won big.

Got a return from chat on Friday asking for documents to verify my deposit and skrill account which I did, and come Monday 6th I was able to withdraw using skrill. I won 5000 euro and everytime I'm make a withdrawal after 24hrs been returned. I keep getting told by chat that specialist are looking into it and still not getting a update. Just to say they got no reply.

I am on my 3rd withdrawal attempt in 3 days as its a 24hr waiting to find out if it gets returned and it has been, and still no assurance from support.

Resolved

Casino keep asking selfies with my computer and crypto wallet

Casino have asked many times to send them selfies with the live chat, with my crypto wallet and my crypto deposit, which I have sent them every time.

Now they are asking again for a selfie with the chat of email.

I am doing this complaint because I see a never ending situation of me sending selfies in order to get my 1000 winnings.

Resolved

$1,000