Verifyed account. No bonus used. They dont process my withdrawel made 24 sept. No help from Chat and they are very rude and cant help. They only say I have to send email but no answer on my emails either.

Dear mummht1,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which payment method you have opted for? Have you received any funds previously or this was your first withdrawal request?

Do I understand correctly that the payment is still pending inside your account without being processed?

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, account verifyed but withdrawel not approved. I deposit with Neosurf and that is not an option for whitdrawel so I have sent them proof of bankdetails IBAN And BIC. But no answer to any of my emails. Still pending in account. No withdrawal before. Now I cant log in and check. I was so angry so I told them to close my account permanent but aprove my withdrawel. That could they do really quick in chat support but nothing else.

Thank you for helping me !

Thank you very much, mummht1, for providing all the necessary information. Even if you closed your account but it has been successfully verified in the past, you should receive your winnings.

I will now transfer your complaint to my colleague Adam 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 Mummht1,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Borengo Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Borengo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Mummht1,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards

Adam