Bongo Casino - Račun igrača je blokiran, a dobitak oduzet.

Before I have opted in into this promotion I have already won some money and done some withdraws.

I have won the money from wagering the promotion and then I started playing further on and won some extra money. I have stopped playing after I have come down to 10000€.

Afterwards I tried to make a withdraw via Bitcoin but after 24 hours I got notice that my account need additional verification (this started on 24th of November).

So I have send them my ID, e-wallet screenshot, made a selfie with the web page and the chat that I had with them in the background.

Later on they requested a Zoom meeting with me, which we had. I have answered all of their strange questions.

The Zoom meeting was also intrusion into my personal space, because they said that I need to record my room (otherwise I assume that they will say that they will not verify my account because I have not participated in the all the questions). They also requested from me to see my Skrill account and see other transaction I have made, which is again intrusion into my private space.

Today, it's 22 of December I received an email that they have closed my account and confiscated all of my winning won from the wagering and the gambling.

Dear mhrknak,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Do I understand correctly that you have received winnings in the past?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

yes I have received winnings in the past and made withdraws to Skrill from that Casino (it was on October).

I have played Gonzo's Quest, Sweet and Bonanza Xmas slots.

If you need any other info please let me know.

Thank you very much, mhrknak, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear mhrknak,

I looked at your complaint and your e-mail communication with the casino you provided. I’m sorry to hear about the complications you have been experiencing. I will try my best to resolve your case.

I would like to invite Bongo Casino into this conversation.

Dear Bongo Casino,

Can you please specify the reason why was the player’s account blocked, and winnings void? In addition, please forward any relevant evidence supporting your claims to andrej.p@casino.guru.

Hello,

Unfortunately, the video verification failed and the customer's account was closed due violation of the company's T&Cs:

6.3. Fraud. Multiple accounts

6.3.1. The Company is entitled, at its sole discretion, to disqualify any Client who committed a fraud or falsified or attempted to falsify the participation process or the progress of any Promotion, or violated this Agreement, Promotional Terms and/or Specific Terms, or who can, in a reasonable opinion of the Company, damage the Company’s reputation and brand or reputation of any company of our group.

6.3.2. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Promotional Terms are prohibited.

6.3.3. The Company reserves the right to exclude from Promotions any participant and to ban use of Company Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client would or might won a prize. The Company reserves the right to delete accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.

However, as I can see the customer managed to withdraw the amount that exceeds the deposited amount.

I will provide evidence to the email: andrej.p@casino.guru.

Kind regards,

Bongo Team

Hello, my answers to your arguments:

6.3: Fraud. Multiple account:

• I only have one account on Bongo.gg casino.

6.3.1:The Company is entitled, at its sole discretion, to disqualify ...

• I have played when you publish a promotion, this is how you attract players to come and play in your casino. And as I said I have played further on with my winnings, so I have played with my own money and I did not request a withdraw as soon as wagering was done. I have not violated any term of the promotion.

6.3.2:Fraud, multiple accounts, multiple entries, circumvention

• I did not have multiple account or multiple entries. I only have one account on Bongo casino. I have always logged in from same IP address. But if my internet provider changes the IP address during that periods of that I have no influence

6.3.3:The Company reserves the right to exclude from Promotions...

• As I have said I only have one account on Bongo.gg casino.

And at the end you wrote:

"However, as I can see the customer managed to withdraw the amount that exceeds the deposited amount."

• So in your case if a client withdraws more then he deposited, you can block his accounts and void his payments? So, every users that has luck and wins more then he deposited, his account can be blocked?

Dear Bongo Casino,

Thank you for your reply.

Dear mhrnak,

We are still waiting for the casino representative to provide the supporting evidence.

Dear Bongo Casino,

Thank you for providing a detailed explanation and evidence on the matter.

Dear mhrknak,

Unfortunately, after a thorough review of the evidence provided by the casino representatives, we are rejecting this complaint as unjustified. In case you are not satisfied with our decision, I can recommend you to file an official complaint with the casino’s Licensing Authority, although I believe their ruling will not differ from ours. Please let me know if you decide to contact the Licensing Authority and our assistance is needed.

Kind regards,

Andrej