Borengo Casino - El retiro del jugador se ha retrasado.

Hello I won 400 euros at borengo that was about 2 weeks ago, I verified my account then I went to payout and they wrote me that my account would be checked.

A week ago I received an email from borengo that my payment was accepted and that I will have my winnings in my account in 2-3 days, that was on September 14th, 21st I have nothing on the account so far and I also get an answer via email not and when I write to support I am told they are from the technology and could only pass it on. Can you help me there? Lg dennis K *****

Hallo habe bei borengo 400 Euro gewonnen das war vor ca 2 Wochen darauf hin habe ich mein Konto verifiziert dann bin ich auf Auszahlung gegangen darauf haben die mir geschrieben das mein Konto überprüft wird.

Vor einer Woche habe ich ne email bekommen von borengo das meine Auszahlung akzeptiert wurde und ich mein Gewinn in 2-3 Tagen auf mein Konto habe das war am 14.09.21.habe bis jetzt nichts auf dem Konto und eine Antwort über email bekomme ich auch nicht und wenn ich den Support anschreibe wird mir gesagt die wären von der Technik und könnten das nur weiter geben. Können sie mir da helfen. Lg dennis K*****

Dear dennisk,

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

Could you please advise if you have ever received any payments from this casino? Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I'm glad to hear from you, my payment was approved on 9/14/21 and I was told it would only take 2-3 days I met all the requirements and if I write an email I get no answer. Lg dennis

Hallo freut mich von ihnen zu hören, meine Auszahlung wurde am 14.9.21 genehmigt und mir wurde gesagt es würde nur 2-3 Tage dauern habe alle Voraussetzungen erfüllt und wenn ich ne email schreibe bekomme ich keine Antwort.lg dennis

Do I understand correctly that your winnings have been accumulated from a No Deposit bonus solely?

Yes, my profit was accumulated through a bonus and was also implemented. To this day, no money has been transferred

Ja mein Gewinn wurde durch ein bonus angesammelt und wurde auch umgesetzt.bis heute ist noch kein Geld überwiesen wurden

Was it a free bonus or you have deposited funds into your account?

No, that was a bonus when you register you get a 10 Euro bonus and from that I made the profit, I also got an email from borengo that I had fulfilled the bonus requirement

Nein das war ein bonus wenn man sich registriert bekommt man 10 Euro bonus und daraus habe ich den Gewinn erzielt,habe auch von borengo eine email bekommen das ich die bonusanforderung erfüllt habe

Thank you, dennisk, for your reply. I have checked the general bonus terms and conditions, and this is what I found https://borengo.com/bonusbedingungen/:

"The maximum payout for no deposit bonuses is € 100. This rule applies to all players from Germany, Switzerland, Austria, Finland, Norway and Sweden. For other countries the price is 50 €.

Example: You receive a free bonus of € 10. From this amount you will receive a profit of € 120 after fulfilling the bonus conditions (eg bonus must be converted x times). A maximum of € 100 can be withdrawn as real money. The remaining balance that exceeds the maximum withdrawal amount of € 100 will be canceled in this case. Attention: After converting bonus funds into real money, the maximum payout amount of the winnings from these real funds is also € 100. This means that all funds that have been generated once with the use of bonus funds can be paid out once up to a maximum of € 100."

Could you please try to request a new withdrawal of €100?

Hello, and how should I apply again if they have canceled my winnings

Hallo,und wie soll ich das nochmal beantragen wenn die mein Gewinn storniert haben

Do I understand correctly that the winnings have been confiscated completely? Was there any justification given to you?

Yes, everything was confiscated and there was no reason they wrote me an email where it says that my profit will be transferred in 2-3 days until today nothing has come

Ja es wurde alles beschlagnahmt und Begründung gab es nicht die haben mir noch ne email geschrieben wo drin steht das mein Gewinn in 2-3 Tagen überwiesen wird bis heute ist nichts gekommen

Is there any news about my payment

Gibt es den schon Neuigkeiten zwecks meiner Auszahlung

Thank you very much, dennisk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello dennisk,

I looked at your complaint and will do my best to help you. I would like to invite Borengo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi, sorry for the delay. Due to some technical changes it comes to this delay. You will receive the money today in your account.

Dear dennisk,

let me know when you'll receive your winnings, please.

Hello yes cool I'm curious if the money is on it

Hallo ja cool bin gespannt ob das Geld drauf ist

Dear Guru Team, thank you very much for your support, borengo paid me my winnings

Liebes Guru Team vielen Dank für ihre Unterstützung borengo hat mir mein Gewinn Ausgezahlt

Dear dennisk,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru