I signed up to Kirgo and made my first deposit. I was lucky enough to play it up to $9608.97USD and withdrew $4000USD.

I submitted my documents and after all that was accepted my withdraw of $4000USD was transferred to my wallet. I havent been able to log back in to my account since, luckily I've taken screenshots and videos of my account.

Straight after I was sent an email saying that my account had been closed due to 'duplicate accounts' (Which I never had.) and that my wallet balance would be transferred within 72 hours. This was on the 29/01.

By 01/02 I stillhad not recieved anything and contacted support. They told me it was 72 business hours and it would be sent soon.

04/02 I contacted supportability having still not recieved anything. They told me it would be sent that day and if nothing was recieved to message back the next day.

05/02 I contacted support again and they said it looked as though the money had been sent (I've received nothing in my wallet nor any email to say a transfer had been made.). They said that they would escalate it and I should expect an email.

I'm starting to think that I'm being messed around here... Im still owed $5608.97 USD.

Dear bonswhi,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hello,

Thank you for getting back to me. I have completely passed the full kyc. There was never a bonus involved at all, it was just the deposit.

I really appreciate your help! I've heard nothing but good things about Kirgo so I'm hoping that this is easily resolved.

I will email that to you now.

Thanks again!

Dear bonswhi, have you received the refund?

Dear bonswhi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.