Bongo Casino - Spillerens udbetaling er forsinket, og kontodokumenter er under verificering.

I stopped playing at the casino in January 2025 and have been trying to withdraw my remaining balance since then. Although my account was already verified with all required documents, Bongo requested additional "proof of payment" documents before they could process my withdrawal.

They asked for a bank statement, but different customer service agents provided conflicting information about the required date range. Some told me the statement only needed to cover the period during which I had transactions with the casino (September 2024 – January 2025). Others said it must cover September 2024 – November 2025, and another agent insisted on September 2024 – June 2025.

Because of these inconsistent instructions, I submitted multiple bank statements. These documents were eventually accepted, but have now been "under verification by the relevant department" for two weeks. When I followed up again, the casino responded with a vague message:

"First of all, thank you for providing the documents. Please be informed that the relevant team has requested the bank statement for the account used for depositing the bank account you have shared the statement from."

I have no idea what this means, as I have already submitted three separate PDF bank statements covering more than a year’s worth of transactions. I am still unable to understand what additional documents they are asking for or why my withdrawal continues to be delayed

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Petsku, 

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

• Have you provided the bank statements from the account used for casino deposits, please?
• Have you accumulated your winnings with or without an active bonus? 
• When was the last time you have received a communication from this casino, please?

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

Best regards, 

Katarina

Dear Petsku,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru