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I want to withdraw my winnings of €1'600. Despite uploading all documents (ID and passport even) it is said again and again that the documents do not meet their requirements. But you can't tell me which document should be incorrect. The identical documents were already accepted at other casinos without any problems. The ID identification via hooyu was done successfully because it said they have technical problems and I have to do the ID identification manually via them and upload everything. Always the same standard answers to my email queries and in the live chat.

Ich möchte meinen Gewinn von € 1'600 abheben. Trotz hochladen sämtlicher Dokumente (ID und Reisepass sogar) heisst es immer wieder, die Unterlagen entsprechen nicht ihren Anforderungen. Sie können mir aber nicht sagen, welches Dokument nicht korrekt sein sollte. Bereits bei anderen Casinos wurden die identischen Unterlagen ohne Probleme akzeptiert. Die ID-Identifizierung über hooyu wurde erfolgreich gemacht, da hiess es sie haben technische Probleme und ich müsse die ID-Identifizierung manuell über sie machen und alles hochladen. Auf meine Mailrückfragen und im Livechat immer dieselben Standard-Antworten.

Dear deborahfurter,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Have you withdrawn any winnings from this casino in the past?

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

Dear deborahfurter,

Thank you for sharing your experience with us. We would like to elaborate on this case and share some details regarding the situation you have faced.

As was already explained by Petronela, the KYC is a crucial procedure that is being held prior to withdrawal. To pass the verification, the player is asked to submit the required documents that must also follow the criteria to be approved. 

Ms. F***** was provided with the instructions for the verifications, and once all necessary documents were provided, the account was verified. We would like to inform you that the withdrawal in question was successfully processed - December 26, 2022 11:17 UTC.

Taking into account the aforementioned, we believe that this complaint can be now closed as the situation has been resolved. 

If you have any additional questions or requests, feel free to contact our support team, we work round the clock!

Best regards,

Bingo Bonga Casino Team

Thank you very much, Bingo Bonga Casino Team, for your assistance.

Dear deborahfurter,

Could you please confirm once you receive your winnings? Looking forward to hearing from you.

Dear deborahfurter,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.