BoGamba Casino - Výběr bitcoinů hráče je zpožděn.

Hello Casino Guru,

I have been waiting for my withdrawal for 2 weeks now and so I am reaching out to you. I deposited 30€ with Bitcoin and played with a bonus. After the turnover, I cashed out 300€ but I have not received it yet. I am verified and already had 3 successful withdrawals. They were also with Bitcoins which didn't take more than 3-4 days. I am seeking your help. In attachment, you will find the chat with the Live Support, my withdrawal requests, and my verification.

Glorystory

Hallo Casino Guru,

Da ich seit 2 Wochen auf meine Auszahlung warte muss ich mich an Sie wenden. Ich habe 30€ mit Bitcoin eingezahlt und mit einem Bonus gespielt. Nach der Umsetzung habe ich 300€ ausbezahlt aber nicht erhalten. Ich bin verifiziert und hatte schon 3 erfolgreiche Auszahlungen. Ebenfalls mit Bitcoins, die nicht länger als 3-4 Tage dauerten. Ich bitte um Hilfe. Im Anhang finden Sie den Chat mit dem Live Support, meine Auszahlungsanträge und meine Verifizierung.

Glorystory

Dear glorystory,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Could you please specify if both of these transactions are your withdrawal requests?

Looking forward to hearing from you.

Best regards,

Tomas

Hello Casino Guru,

I was informed that there is a delay in the finance department with payouts.

Both transactions involve my withdrawals with two different deposits.

Best regards

Glory story

Hallo Casino Guru,

Mir wurde mitgeteilt, dass es eine Verzögerung bei der Finanzabteilung mit Auszahlungen gibt.

Bei beiden Transaktionen geht es um meine Auszahlungen mit zwei verschiedenen Einzahlungen.

Liebe Grüße

Glorystory

Could you please clarify whether you made 2 deposits, 1 of which was matched with a bonus?

Please help me establish the timeline of events, regarding your deposits, bonus, and withdrawal requests.

Since the transactions together sum to 589€, and the withdrawals are listed under the same day, may I adjust the disputed value of your delayed withdrawals to 589€?

Hello,

I made several deposits of €30 on 11/3/23 and two withdrawals also on 11/3/23. Both deposits came with a bonus.

Exactly in this case you can adjust the amount I'm waiting for to €589.

Hallo,

Ich habe am 03.11.23 mehrere Einzahlungen von 30€ getätigt und zwei Auszahlungen ebenfalls am 03.11.23. Beide Einzahlungen waren mit einem Bonus.

Genau Sie können in dem Fall den Betrag auf den ich warte auf 589€ anpassen.

Could you please specify if you activated the second bonus after you lost the first one?

I implemented the bonus in full with the first deposit and paid it out, then made another deposit with the bonus and also implemented this bonus in full. I adhered to all conditions.

Ich habe mit der ersten Einzahlung den Bonus vollständig umgesetzt und ausgezahlt danach eine weitere Einzahlung mit Bonus gemacht und auch diesen Bonus vollständig umgesetzt. Ich habe mich an alle Bedingungen gehalten.

Thank you very much, glorystory, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear glorystory,

My name is Mirka, and I will be in charge of your case from now on. I would now like to invite BoGamba Casino representative into this conversation.

Dear BoGamba Casino,

Could you please clarify, why this player hasn't been able to withdraw money from his account?

Thank You in advance.

Mirka

We would like to ask BoGamba 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 this complaint as ‘unresolved, which may negatively affect its rating.

Dear glorystory,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru