CASONGO Casino - Il ritiro del giocatore è stato posticipato.

Good afternoon to the CasinoGuru team and the casino representative.

I am filing this formal complaint against Casongo Casino due to the unjustified withholding of my withdrawal funds. The site's support team has stuck me in an automated response loop, repeatedly demanding a "daily PDF bank statement" to verify my account and process the payment.

I want to state for the record that I have already provided all the legal, official and maximum documentation issued by the banking system of my country (Argentina) to verify the ownership and origin of the funds, namely:

Official Bank Ownership Certificate: Issued by my financial institution, which legally states my full name (Axel Nicolas Pons) and my account details.

Official Transfer Receipts: With their respective COELSA codes (legally valid and traceable interbank transaction ID).

The specific "daily statement" format that technical support is intransigently demanding doesn't exist in Argentine banks. Therefore, the casino is using an impossible bureaucratic requirement in my region as a delaying tactic to refuse to transfer the money I legitimately won.

Since the internal support channel does not offer genuine human assistance and only provides automated responses via a bot, I am forced to resort to this mediation. I demand that my documentation uploaded to your system be manually reviewed and that my funds be released immediately.

I am available to the CasinoGuru mediator to provide any details about the transaction numbers if necessary.

Sincerely,

[redacted]

Buenas tardes al equipo de CasinoGuru y al representante del casino.

​Abro esta queja formal contra el casino Casongo debido a la retención injustificada de mis fondos de retiro. El soporte del sitio me ha entrado en un bucle automatizado de respuestas, exigiendo reiteradamente un "extracto bancario en PDF diario" para verificar mi cuenta y procesar el pago.

​Quiero dejar constancia de que ya he proporcionado toda la documentación legal, oficial y máxima que emite el sistema bancario de mi país (Argentina) para comprobar la titularidad y el origen de los fondos, a saber:

​Certificado de Titularidad Bancaria Oficial: Emitido por mi entidad financiera, donde constan legalmente mi nombre completo (Axel Nicolas Pons) y mis datos de cuenta.

​Comprobantes Oficiales de Transferencia: Con sus respectivos códigos COELSA (ID de transacción interbancaria con validez legal y rastreable).

​El formato específico de "extracto diario" que el soporte técnico solicita de forma intransigente no existe en la banca argentina. Por lo tanto, el casino está utilizando un requisito burocrático de cumplimiento imposible en mi región como una estrategia de desgaste para negarse a transferir el dinero que gané de manera legítima.

​Dado que el canal de soporte interno no ofrece una atención humana real y se limita a dar respuestas automáticas mediante un bot, me veo obligado a recurrir a esta mediación. Exijo que se revise manualmente mi documentación cargada en su sistema y se proceda a liberar mis fondos de inmediato.

​Quedo a disposición del mediador de CasinoGuru para aportar cualquier detalle sobre los números de transacción si fuera necesario.

​Atentamente,

[redacted]

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Dear Axelneco92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please clarify the exact date when you requested the withdrawal?
• Could you please post a screenshot of your account's verification page?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean