I joined bongo casino on the 2nd of October. I used the 120% welcome offer with a 150€ deposit. I completed the wager of the bonus complying to the casino terms the day after. I continued to play with my real money and ended up with 3000€.
The problem is, I am unable to withdraw my funds. I made the deposit via direct banking. However, this payment option is not available for withdrawals. Live support told me to make a minimum deposit via any other payment option that is available for withdrawal as well. After completion they would add the payment method manually so I can withdraw my funds.
I made a 10€ deposit via my Ecopayz account on the 3rd of October. Since then I am waiting for the casino to enable my Ecopayz withdrawal option.
For 6 days I am talking to live support on a daily basis now regarding this problem. The one and only answer I get is that I should be patient and the relevant department is informed.
Well, at no point support provided a plausibel explanation as to why the casino is not adding the payment option. Before even requesting a withdrawal, my payment gets delayed due to the inaction of the casino.
Hopefully I will get the attention of the casino by filing this complaint. I would like to get Ecopayz added to my account and finally be able to withdraw my funds.
The casino added Ecopayz as withdrawal method. However, I am still unable to withdraw. All of a sudden there are technical issues. Really annoying. Please keep this complaint open until this issue is solved.
This complaint can be closed since I played down my balance. Unprofessionel casino that declines players withdrawals. Should be avoided at all costs.
Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.
Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.
And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.
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