Bongo Casino - La verifica del giocatore è ritardata.

bongo has been delaying the verification process since november 14th.

here are the time stamps:

november 14th: i deposited 250 euros via interac.

i opted for the 100% bonus that was offered to me

i played a slot called diamond monkey (bet size 20$ with my cash , 5$ with bonus money)

i ended up winning 2500euros.

november 17th: i was asked to a do a live selfie , ID submission , address verification. i submitted everything and it said on the website i was verified.

i was then asked to provide a selfie with my ID and my computer with the website/chat box open in the background all together.

i submitted all these pictures immediately along with proof of deposit to the casino as well (bank statements , screenshots of interac etc)

december 4th : TWO WEEKS go by without ANY update and finally i get a response and theyre asking for MORE documents . this time asking for bank statements from september and november. i submitted it as sson as they asked .

december 22nd: 3 WEEKS after submitting the bank statement they then ask me to provide a bank statement from another bank (i have no idea what they are reffering too) . i ask them what they are talkiong about and no one is telling me what "other bank they want". i asked them 10 different ways and no one was able to give me an answer.

finally i realize they are talking about a transaction on one of the statment i submitted of an etransfer i made to someone with the same name as me (david). i explain to them that it is not me and it was sent to someone with the same name as me .

now we are december 30th and i still have no answer as to whats happening or where my verification is standing. its now been 45 days since i started this process.

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Dear davidportnoy,

Thank you very much for submitting your complaint. I’m sorry to hear about the ongoing delays in your verification process and the difficulties you’ve been facing while trying to complete the requested checks.

Before we proceed and contact the casino, I would like to clarify a few key points to better understand the situation:

• Has the casino provided any explanation as to why the additional bank statements are required or what specific part of the verification they are still reviewing?
• Did you use the same Interac account and bank details for all deposits, including the €250 deposit made on November 14th?

If you have any emails or screenshots where the casino explains their requests for documents or the reason for delays, you can upload them here or forward them directly to: [email protected]

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Has the casino provided any explanation as to why the additional bank statements are required or what specific part of the verification they are still reviewing?

no explanation whatsoever.

Did you use the same Interac account and bank details for all deposits, including the €250 deposit made on November 14th?

yes i have. same everything

UPDATE: after almost 2 week wait since the last time they requested something, bongo casino is now asking me to provide a "receipt" for two transactions i made back in october. i provided the two receipts immediately upon there request and now im waiting for their response.

hey asked me to provide receipts for two random transactions i made in october and i sent everything they needed to prove that transaction and now they are saying : "Kindly note that these are cropped screenshots, kindly send receipts showing all the transactions details for both payments. Thanks".

i sent them everything through screenshots as the transactions they are asking are online gambling deposits made on other casino website . so i provided them with screenshot from that specific casino showing the deposit proof.

Hi davidportnoy,

Thank you for the update and for explaining the recent developments.

To clarify the current status, could you please let me know whether there have been any further developments after you submitted the requested receipts and screenshots? For example, has the casino responded again, approved any part of the verification, or provided a clearer explanation since then?

Once I know if there has been any progress (or continued silence), we can determine the most appropriate next steps.

Thank you for your cooperation.

Dear davidportnoy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear davidportnoy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela