Bingo Bonga Casino - El casino confiscó las ganancias de los jugadores debido al problema de la tarjeta de crédito compartida.

I registered at the casino.

Made deposits totaling 850 EUR.

Lost everything.

Received a bonus. Won 2,200 EUR.

The bonus wagered enough, money released.

Sent 1,400 EUR for withdrawal.

Successfully verified my account.

Withdrawal denied, because I made the deposits with a credit card that does not belong to me.

We only have one bank account in our household. I don't have my own card or account. We pay everything with one card and I used it for all deposits.

The problem here, is that the casino annulled my money, but only refunded the last deposit.

Why just the last one? Why are the first 800 EUR seen as fine and only the last 50 EUR considered a problem, hence winnings annulled and 50 EUR refunded?

Either no deposits with someone else's card - then refund all deposits? Or they do, then pay out the winnings?

Since you likely have experience with such topics, I look forward to your response.

Thank you in advance!

Habe mich bei dem Casino registriert.

850 EUR Einzahlungen gemacht.

Alles verloren.

Ein Bonus bekommen. 2.200 EUR gewonnen.

Bonus genugen gewagered, das Geld freibekommen.

1.400 EUR zur Auszahlung geschickt.

Kontoverifizierung erfolgreich gemacht.

Auszahlung abgelehnt, weil ich die Einzahlungen mit der Kreditkarte die mir nicht gehört, gemacht habe.

Wir haben in unserem Haushalt nur ein Bankkonto. Ich habe keine eigene Karte oder Konto. Bezahlen alles mit einer Karte und diese habe ich für alle Einzahlungen gemacht.

Das Problem hier, ist dass Casino mir das Geld annuliert, aber nur die letzte Einzahlung erstattet.

Wieso nur die letzte? Wieso sind die ersten 800 EUR als in Ordnung zu sehen und nur die letzten 50 EUR als Problem und dadurch Gewinn annuliert und 50 EUR erstattet?

Entweder gehen keine Einzahlungen mit fremden Karte - dann alle Einzahlungen erstatten? Oder gehen doch, dann Gewinn auszahlen?

Da Sie sicher mit solchen Themen bereits Erfahrung haben, freue ich mich auf Ihre Rückmeldung.

Lieben Dank im Voraus!

Dear Tijana1803,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found :

"11. DEPOSITING

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Could you please clarify if your bank account and credit card were issued in your name?

Were your winnings achieved using a deposit bonus, or a no-deposit bonus?

Best regards,

Tomas

Dear Tomas,

Thank you very much for your message.

Unfortunately, the deposit was not made from an account/card issued in my name.

I don't have my own account. We only have one account in our household for all possible payments and transactions.

Unfortunately in my husband's name.

The winnings were achieved with a no deposit bonus.

Best regards,

Tijana

Lieber Tomas,

herzlichen Dank für Ihre Nachricht.

Die Einzahlung ist leider nicht von einem Konto / mit einer Karte, die auf meinem Namen ausgestellt worden ist, gemacht worden.

Ich habe kein eigenes Konto. Für alle Mögliche Zahlungen und Transaktionen, hahen wir in unserem Haushalt nur ein Konto.

Leider auf Namen meines Ehemannes.

Die Gewinne wurden mit einem Bonus ohne Einzahlung erzielt.

Liebe Grüße,

Tijana

Thanks for the explanation.

When it comes to this rule, it's universal in all online casinos. If you decide to play in online casinos in the future, always use payment methods under your name exclusively, otherwise, your winnings will not be honored.

Since the previous deposits were (presumably) already used up for gambling we don't necessarily disagree with the return of only your last deposit, nor we can compel the casino to return you more than this amount.

I am sorry for the disappointing result of your complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

We’ve reopened this complaint at the request of Tijana1803 and after we received the request from the casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The message from the casino:

"Thank you for bringing your concerns to our attention, and we sincerely apologize for any confusion or frustration you've experienced.

We understand the importance of a smooth and fair gaming experience. Regarding your situation, we'd like to clarify that the use of third-party payment methods not belonging to the account holder is typically against our terms and conditions.

However, we acknowledge that there seems to be a discrepancy in the handling of the refund for your deposits. We genuinely apologize for any confusion this may have caused.

To better assist you, could you please provide us with more details? You may reach out to our support team directly, and we will investigate this matter thoroughly to ensure a fair resolution.

We appreciate your understanding and your patience as we work to address this issue promptly.

Best regards,

BingoBonga Team."

Dear BingoBonga Casino team,

please clarify what other information you require to proceed with the complaint resolution going forward.

Dear Tomas,

Just for my understanding, we are waiting now for a casino to answer / specify what more information they would need me to provide?

Thanks a lot for your kind support and time invested in order to have this situation sorted out.

Kind regards,

Tijana

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.

Dear Tijana,

We understand the concerns you've raised, and we'd like to offer clarification on the matter.

Upon reviewing your account and the transactions in question, it appears that a credit card not belonging to you was used for deposits. This practice is against our policy, as stated in our terms and conditions, which specify that deposits should be made using the account holder's personal payment method.

To comply with regulatory requirements and maintain the security of our platform, our system flagged the discrepancy during the withdrawal process. Consequently, we had to deny the withdrawal and refund the last deposit made with the unauthorized card.

We understand that a shared card was used for all deposits due to a single bank account in your household. However, our policy is designed to prevent unauthorized use of payment methods and ensure the security of our players' accounts.

To address your concerns and find an equitable resolution, you may contact directly our support team via LiveChat or email - support@bingobonga.com.

We apologize for any inconvenience caused and appreciate your understanding of our commitment to maintaining a secure and fair gaming environment for all our players.

Thank you for your understanding and cooperation.

Dear BingoBonga Casino,

thank you for your reply. I really do like your casino and have enjoyed playing there. However, the way how you solved and treated my case is not something I could appreciate or state as fair or understandable.

I have been trying to find a solution with you directly already. I had many exchanges with "my personal VIP manager Mia". Any attempt to solve the issue failed. Additionally, I was contacted several times after that, with an aim of convincing me to deposit and play again.

Since it did not work directly among us, I would like now to continue using this nice platform here and keep them informed about the final outcome.

Everything you have stated, has already been said and explained. I never missunderstond any of your statements.

I did all possible moves to help you understand my situation and reasons behind depositing issues. There was no missusage of any sort, provided all needed documents, cards, payments, ID, everything.

I have no own account. My salary, all expenses, everything runs over one account and one card.

There was no false usage or any similar attempt.

The fact that you took away 1.400€ of my winnings would be understandable, if you have considered also all deposits as unvalid and returned my 850€ deposits back.

The fact that you did not do that, but returned 50€ only is totally unclear to me.

Why is only the last deposit seen as not accepted, but all before that as fine?

And finally, I did not make my winnings with the last deposit, but with the cash loyalty bonus I got from you.

So again, how and why only last deposit?

In case you would ask during deposit process what is the name of the card holder and would not allow deposits, in case if a holder is not the same as a player, that would be a measure to prevent stated actions.

Like this, taking away all the winnings and all the deposits, you are not preventing, in my opinion, what you have been stating here.

I highly appreciate any willingness to find an acceptable solution for both parties.

Thank you and kind regards,

Tijana.

Thanks both parties for their input.

Dear Tijana1803,

Have you received any response from casino support since the complaint was reopened?

I'll await any news.

Dear Tomas,

no, unfortunatelly no response since.

I was wondering muself why nothing came back.

Thank you once again!

Kind regards,

Tijana

Dear Tijana,

Thank you for your message and the time you have taken to resolve this situation. We apologize for any inconvenience you may be experiencing as a result of using a third party payment method. Please allow us to express our most sincere apologies for the difficulties you are experiencing.

We are thoroughly investigating your case and understand that the use of this payment method is in violation of our casino's terms and conditions, which you accepted upon registration. Investigating this situation is our priority and we are making every effort to resolve this issue effectively.

Regarding your communication with your personal VIP manager, Mia, we apologize that none of the attempts resulted in a successful resolution. We will contact our VIP department again with the necessary details of your situation. We are doing our best to provide you with proper support and find the best possible solution.

To ensure effective contact and further communication, please provide us with your correct contact information, including your email address, so that we can send you updates and receive the necessary information from you.

Please indicate which email address you would like to use for further communication and we will immediately begin the process of reviewing your case.

Thank you for your understanding and patience. We deeply appreciate your trust and loyalty at all times.

Best regards.

Dear Bingo Bonga Casino,

thank you for your statement.

You already have my contact information, as I am a registered player and went through needed verification in order to be able to play and deposot/withdraw.

Additionally, being a "VIP member", I am sure you will not have many cases like this in your VIP portfolio, which may help Mia to find my contact details.

Finally, @Tomas would you please advice me if I should share any contact details here, having understood my statement above?

On top of that, what speaks against solving this issue simply here and inform us about your decision?

Thank you in advance for your prompt solution.

Kind regards,

Tijana

Thanks to both parties for replies.

Tijana1803,

to answer your question: you can post sensitive information here if you wish, the post will be marked as private, so that only Casino.Guru, you and the casino representative see the post.

Dear casino representative,

If you may explain the details of the decision and wish to keep the decision details private, please indicate it here, and we can mark the post private as well. Alternatively, you can contact me via email at tomas@casino.guru

Dear Tijana,

We respect your opinion and understand the importance of this issue to you.

It is important for us to note that our VIP department reviews complaints on an individual basis to ensure maximum attention and fairness in resolving issues. However, in order to resolve this situation more quickly and efficiently, it would be more convenient for us to switch to email and go into more detail. As per your request, we would like to propose further steps to effectively address this situation.

As this situation is important to you, we suggest an email meeting for a more detailed review and discussion. Your personal manager should write to you by email and contact you and advise on the situation of your payment system of third party method.

Unfortunately, we are not able to connect your manager to this platform for feedback, as their system does not have such access.

Thank you for your understanding and cooperation. We are confident that together we will find the best way out of this situation.

Best regards and best wishes,

BingoBonga Team.

Dear Tijana,

We appreciate your understanding and patience regarding this matter. Rest assured, we have forwarded your case to the relevant department, and our manager will be in contact with you at the earliest convenience to discuss potential solutions.

Your proactive approach in keeping us informed of any developments is greatly appreciated. We understand the importance of a timely resolution, and our team is committed to ensuring that the outcome is fair and beneficial for all parties involved.

Thank you once again for your cooperation, and we look forward to reaching a solution that meets the best interests of all parties.

Sincerely,

BingoBonga Team.

Dear Tomas,

after my final words, I now received a statement that this case will be forwarded to the "higher department" of casino.

Please consider my last comment on hold.

Thank you!

Tijana

Dear Bingo Bonga Casino,

Could you please advise if there was any development regarding your decision to refund the deposits to Tijana1803?

Please let me know.

Dear Tomas,

I would like to inform you that we have been able to resolve this whole story.

Bingo Bonga Casino made a refund of the full amount of my deposits.

I would like to thank them for understanding in this quite specific situation. This shows that they really do value their players and appreciate loyalty.

Thank you Casino Guru and Bingo Bonga Casino!

Best regards,

Tijana

Dear Tijana and Tomas!

We are pleased to inform you that we have successfully addressed the concerns you raised regarding your deposits. Your acknowledgment of our efforts to value players and express loyalty is truly appreciated. We are grateful for your understanding and patience throughout this process.

Should you have any further questions or need assistance, our VIP manager, is always ready to help you. Please don't hesitate to reach out directly.

Also, a VIP manager, has been overseeing this matter and will be in direct contact with the player to address any additional concerns or inquiries they may have. We appreciate your assistance and understanding in facilitating this resolution.

Should you require any further information or have additional inquiries, please feel free to reach out. We remain committed to ensuring a positive experience for all our players.

Thank you for your attention to this matter.

Sincerely,

BingoBonga Team.

Dear Tijana1803,

I'm glad to hear that you were able to reach a satisfactory solution with the casino. I will now mark the complaint as 'resolved' in our system. 

Thank you and Bingo Bonga Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru