Bongo Casino - Das Einzahlungslimit des Spielers wurde nicht angewendet.

Hello dear team, I set a deposit limit of €200 per month on January 29th, 2022.

Unfortunately, the limit did not apply. Worse, I can increase and decrease the limit and increase it again at any time.In responsible gaming - deposit limit mode, once a limit has been set it cannot be changed again until at least 24 hours later. Unfortunately, that's true and I was able to deposit €600. Support not responding. There is no point in offering a deposit limit if it cannot be used at all. I am happy to prove my complaint with screenshots. Many Thanks.

Hallo liebes Team, ich habe am 29.01.2022 ein Einzahlungslimit von 200€ pro Monat festgelegt.

Das Limit hat aber leider nicht gegriffen. Schlimmer noch, ich kann das Limit jederzeit erhöhen und wieder herabsetzen und wieder erhöhen.Im Modus "responsible gaming - Einzahlungslimit" steht, sobald ein Limit festgelegt wurde,kann dieses frühestens 24 Stunden später wieder geändert werden. Leider stimmt das überhaupt und ich habe 600€ einzahlen können. Support reagiert nicht. Es bringt ja nix ein Einzahlungslimit anzubieten, wenn das gar nicht nutzbar ist. Ich Beweise meine Beschwerde gerne Anhand von Screenshots. Vielen Dank.

Dear Aileen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Did you confirm your deposit limit, please? I registered and when I set and confirmed the deposit limit and tried to change it later, I wasn't able to do so:

Have you tried contacting the casino via live chat? It should be available 24/7. Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your emails, Aileen. Please note, I used the correct website when testing the deposit limits. I truly believe that you just didn't set the limit correctly. I tested it today again, and I even tried to make a deposit over the limit I set, but I was stopped automatically. Please, see here:

You have to first set the deposit limit and then confirm it again. I tested this twice with two different accounts I created, I used two different deposit limits and it worked perfectly both times. This is what the correctly set deposit limit looks like, and it is different from what I can see in your account:

It seems that you didn't confirm the settings and therefore it didn't work. Unfortunately, I am afraid that there is not much more we could do for you in this case.

Hello Kristina, I have sent you a video in which you can see exactly how I lower the limit first, I also get an error message about the deposit limit and then you can see how I can immediately increase the limit and deposit without an error message, please watch the video then you will see that it is a mistake of the casino

Hallo Kristina, ich habe dir ein Video zukommen lassen, in dem man genau sieht,wie ich das Limit erst herabsetze, da bekomme ich auch eine Fehlermeldung wegen Einzahlungslimit und dann kann man sehen,wie ich das Limit sofort erhöhe und ohne Fehlermeldung einzahlen kann, bitte sehe dir das Video an,dann siehst du,dass es ein Fehler des Casinos ist

Thank you for the video recording. Have you tried confirming the deposit limit again after setting it?

Hello Kristina, in the video you can see that the limit reduction was accepted, because you can see that I then received a notification that I had exceeded the limit, but you can also see that the limit increase was accepted, because I was then able to deposit again, I can make a new video in which I repeat this process several times, accepting the confirmation of the limit each time

Hallo Kristina, im Video sieht man ja, dass die Limitherabsetzung angenommen wurde,denn man sieht ja, dass ich dann eine Mitteilung wegen Limitüberschreitung Bekommen habe,man sieht aber auch , dass die Limitherhohung angenommen wurde,denn ich konnte ja dann wieder einzahlen, ich kann ein neues Video machen, in dem ich diesen Vorgang mehrfach wiederhole, die Bestätigung des Limits wird jedes Mal angenommen

It seems that they worked on the error, it doesn't appear anymore, but you can clearly see in my video that the reduction and then the increase of the limit was accepted

Es scheint,als hätten sie an dem Fehler gearbeitet, er tritt nicht mehr auf, trotzdem siehst du in meinem Video ja ganz klar und deutlich,dass die Herabsetzung und danach die Erhöhung des Limits angenommen wurde

Do I understand correctly that you have managed to set the deposit limit without an option to increase it?

Hello Kristina, at least I can't deposit at the moment, I don't get an error message, but I'm no longer forwarded to the payment page.

So the casino must have done something.

Unfortunately, despite daily inquiries, I get no answer whatsoever about my refund, the funds deposited over the set limit, or any communication at all about this error from the casino. I am only put off every day that someone reports. No apology, no explanation and no offer of settlement.

Hallo Kristina, zumindest kann ich aktuell nicht mehr einzahlen, eine Fehlermeldung bekomme ich nicht, aber ich werde nicht mehr zur Zahlungsseite weitergeleitet.

Das Casino muss also irgendetwas gemacht haben.

Leider kriege ich trotz täglicher Nachfrage keinerlei Antwort, was mit meiner Rückzahlung,der über das festgesetzte Limit eingezahlten Gelder,oder in irgendeiner Weise überhaupt eine Mitteilung zu diesem Fehler des Casinos. Ich werde täglich nur vertröstet, dass man sich meldet. Keine Entschuldigung, keine Erklärung und kein Angebot zur Einigung.

Thank you very much Aileen for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Many Thanks

Vielen Dank

Hello LouAnn123.

Thank you very much for sharing your negative experience with the Casino Guru team. We are now going to reach the casino.

Hello, does the casino not give an answer?

Hallo, gibt das Casino keine Antwort?

Hello,

Thank you for the request submitted.

We will check the situation in question and come back to you at the earliest possible.

We apologise for any inconvenience caused.

Kind regards,

Bongo, you've been telling me that since 02/02/2022 when the problem started. In the meantime you have managed to get the limit to take effect, but I still don't know what happened to the €600 that I paid in over my extra limit that was set for this reason.

Bongo, das sagt ihr mir seit dem 02.02.2022,als das Problem auftrat. Mittlerweile habt ihr er hinbekommen,dass das Limit greift,aber was mit den 600€ ist, die ich über mein extra deshalb festgelegtes Limit eingezahlt habe, das weiß ich immernoch nicht.

It's now 16 days and you keep telling me the same thing every day. Although you've fixed the technical error in the meantime, I still don't get any answer as to what's going on with my refund. I don't know, but I'm getting the feeling this is a stalling tactic so I'll eventually give up. But I won't! So please give me feedback at last, or make me any offer for an amicable solution!

Es sind jetzt 16 Tage und ihr vertröstet mich jeden Tag nur mit der gleichen Aussage.Obwohl ihr den technischen Fehler mittlerweile behoben habt,bekomme ich trotzdem keinerlei Antwort, was nun mit meiner Rückerstattung ist . Ich weiß nicht,aber ich bekomme das Gefühl,dass das eine Hinhalte-Taktik ist, damit ich irgendwann aufgebe. Werde ich aber nicht! Also bitte gebt mir endlich Mal Rückmeldung,oder macht mir irgendein Angebot für eine gütliche Lösung!

Dear Bongo Casino.

Please, is there any new info about the case? Or do you require more time for further investigation?

Hello Jozef, you don't give an answer again... It's been 23 days and there is still no update for me, I don't think that's very serious

Hallo Jozef, sie geben wieder Mal keine Antwort... Es ist nun 23 Tage her und es gibt immernoch kein Update für mich, ich finde das nicht sehr seriös

We would like to ask the Bongo casino team 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’.

They don't answer again, it's been 27 days now and every day the same answer "your case is being processed, please wait", I hope it has a negative effect on your rating, I don't think that's ok at all

Sie geben Mal wieder keine Antwort, es ist nun 27 Tage her und jeden Tag die gleiche antwort "ihr Fall ist in Bearbeitung, bitte warten sie", ich hoffe es wirkt sich negativ auf ihre Bewertung aus, ich finde das absolut nicht ok

29 days, always the same answer, that's absolutely no customer service, I can't understand the good rating, how long it takes

29 Tage,immer die gleiche Antwort, das ist absolut kein Kundenservice,ich kann die gute Bewertung nicht verstehen,was dauert da so ewig

Hello there.

I have received a reply from the casino, but I've requested more information.

Hello Jozef, can you tell me what the casino said? I have no information yet

Hallo Jozef, kannst du mir sagen, was das Casino gesagt hat? Ich habe bisher keine Informationen

Hello Jozef, is there still no news for me? It's been 36 days now and I still don't know anything.

Hallo Jozef,gibt es denn immernoch keine Neuigkeiten für mich? Es ist nun 36 Tage her und ich weiß noch überhaupt nichts.

Dear LouAnn123.

This is the explanation we received from the casino team:

As it was checked, the deposit limit worked correctly and according to the rule on the website. There are options to set a deposit limit for 1/7/30 days and once the amount is reached you are unable to make a new deposit until your limit is reset.

Once you activate a deposit limit for the first time, the selected limits would be applied immediately, and you will be unable to make any changes within the next 24 hours.

However, if you want to amend a deposit limit afterwards, those changes will be applied immediately. 

The first deposit limit was set on the 29-01-2022 13:40:30.201, so the deposit amount did not exceed the established amount.

After that the customer could not make any changes within 24 hours and as logs show (another screenshot), the changes were possible only on 2022-01-31 08:22:20.

I can confirm that the casino team has provided us with evidence sustaining their claims. I am very sorry, but we are forced to reject your case. Although the deposit limit could have been more evident and your case even motivated the casino team to improve it, we still believe you are not entitled to the refund since the tool worked correctly (according to their T&Cs). Additionally, we are convinced that you also carry the responsibility to control your gambling. If you feel uncertain, I highly recommend you check the article, here.

Of course, you have every right to not agree with our decision. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance. 

Kind regards, Jozef

jozef.k@casino.guru