Hi there,

I've been waiting for the verification for 2 weeks. In response to my question, I was informed in the chat that it would be taken care of. Nothing happens. No reaction zero ....

I've never had problems like this at this casino. I've already made my withdrawal amount down.

Hallo,

Ich warte seid 2wochen auf die Verifizierung. Auf meine Frage wurde mir im Chat mitgeteilt das sich drum gekümmert wird. Nichts passiert. Keine Reaktion null....

Ich hatte noch nie so Probleme wie bei diesem Casino. Ich habe meinen Auszahlbetragschon runter gemacht.

Dear Anette1701,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

No, I was only told that it would be forwarded and that someone would contact me. This did not happen.

Nein mir wurde immer nur gesagt es wird weitergeleitet und das sich jemand melden würde. Dies passierte nicht.

Thank you very much, Anette1701, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav 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 Anette1701,

I am sorry to hear about the delay in the verification process. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Borengo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's verification has not yet been completed and what is the reason for this unusually long verification process?

Thank you in advance for providing the information.

I suppose they don't respond. But already know it from others. Too bad.

Ich nehme an die reagieren nicht. Aber kenne es schon von anderen. Schade.

Dear Anette1701,

The casino has one more day to respond according to the timer I set before.

After this timer has elapsed, we will extend the time one more time and we will try to contact the casino in other ways, outside this official complaint.

Thank you for being patient.

We would like to ask Borengo Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

In any case, I thank you for your help. So far I will not recommend this casino to anyone. I've never seen anything like that and it makes you really mad.

Ich danke auf jeden Fall schon mal für Ihre Hilfe. Bis jetzt werde ich dieses Casino niemanden weiter empfehlen. Sowas hab ich noch nie erlebt und e macht einen echt sauer.

Dear Anette1701,

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, www.kpvfaw.com