Bongo Casino - 플레이어의 계정 확인이 지연되었습니다.

This casino has been delaying verification since September 15. I have sent them every possible photo, including a photo with my crypto wallet against the background of a chat conversation. They are not adhering to their five-day regulation. A month ago, they provided verification on their site through SumSub, but I am unable to complete verification through this service on any sites. I asked for an alternative, as suggested in the SumSub verification process, such as a video call, but the casino has been ignoring me for a month now.

Это казино тянет с верификацией начиная с 15 сентября. Я прислал им все фотографии которые только можно и фото с крипто кошельком на фоне переписки с чатом. они совсем не следуют своим регламентам в пять дней. месяц назад они мне предоставили верификацию на их сайте через SumSub но дело в том что я не могу пройти верификацию через этот сервис не на одном из сайтов. Я попросил об альтернативной как написано в SumSub верификации например видео звонок на что казино просто игнорирует меня уже месяц.

Dear wzumk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I sent all the documents immediately as they asked, namely on September 19th Photo ID, Selfie + ID, Selfie with chat conversation in the background, and selfie with ID + my crypto wallet, separately another selfie with a crypto transaction.

Я отправил все документы сразу же как они попросили а именно 19 сентября Фото ID, Селфи+ID, Селфи на фоне переписки с чатом, и селфи с ID + мой крипто кошелек, отдельно еще селфи с крипто транзакцией.

Thank you very much for your reply, wzumk. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.



























Thank you very much, wzumk, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I am really looking forward to any information from you.

Я очень жду какой либо информации от Вас.

Dear wzumk,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Bongo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Bongo Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification?

Thank you in advance for your response!

Best Regards,

Kubo

BONGOSLOT couldn't check my documents for half a year, you can't expect their response in this chat.

BONGOSLOT за пол года не смогли проверить мои документы, в этом чате можно не ждать их ответа.

And what should you do when BONGOSLOT didn't respond?

И что тебе делать когда BONGOSLOT не ответил?

We would like to ask the casino 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’ which may negatively affect its rating.

And what should I do next, after the complaint changes status, I want to go through verification, but the casino completely ignores me

И что мне делать потом, после того как жалоба перейдет в другой статус я хочу пройти верификацию но казино совершенно меня игнорирует

Hello,

Please be advised that the account in question was blocked due to the registration of multiple accounts with the intent of bonus hunting and abusing the casino.

We will provide more detailed proof of the Terms and Conditions violation to the email address jakub.m@casino.guru.

Kind regards.

Dear Bongo Casino,

I am writing to follow up as I have yet to receive any evidence regarding the alleged multi-accounting. Could you kindly provide the requested evidence at your earliest convenience?

Thank you for your attention to this matter.

Dear Kubo,

We have provided a detailed explanation of the player's abuse towards the company to your email address, jakub.m@casino.guru.

Kindly review it and let us know if you have any questions.

Thank you.

Dear wzumk,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly shows that your account is linked to another account through the crypto wallets. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo