CASONGO Casino - La retirada del jugador se ha retrasado.

I have now been writing almost daily to customer service for almost 3 weeks, who cannot answer the reason for the lack of payment, only that I will hear more via email when they know more.

Jeg har nu gennem næsten 3 uger skrevet næsten dagligt med kundeservice, som ikke kan svare på grunden til manglende udbetaling, blot at jeg hører nærmere via mail, når de ved mere

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Hello,

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

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Hello Attila.

The money is not earned with bonus money.

I have two previous payments, one of 1100 kr from June 20, 2025, and one of 500 kr from December 14, 2024.

I don't know what a KYC verification is or how I can verify it.

etc. [Redacted]

Hej Atilla.

pengene er ikke optjent med bonuspenge.

jeg har to tidligere udbetalinger, en på 1100 kr fra 20 juni 2025, og en på 500 kroner fra 14 december 2024

jeg ved ikke hvad en KYC verificering er, eller hvordan jeg kan bekræfte den.

mvh. [Redacted]

Thank you for your response. Could you please attach a screenshot of your pending withdrawal? Additionally, have you utilized the same payment method as on the successful withdrawals?

I look forward to your reply.

Here is a picture of my pending payment.

As far as I remember, I have used the same method for deposits as for withdrawals, however I am a bit unsure about this.

hermed billede af min ventende udbetaling.

jeg har så vidt jeg husker brugt samme metode til indbetaling som til udbetaling, dog er jeg en smule usikker på dette.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Spruddi87

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from CASONGO Casino to join this discussion and provide their comments regarding the matter.

Dear CASONGO Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spruddi87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya