BingoBonga Casino - Obstruction of withdrawal
The complaint regards willful and intentional interference towards withdrawal of funds, and contains the following items:
Refusal of withdrawals, despite completing the dedicated KYC procedure through the third-party HooYu. The approach taken by BingoBonga, far exceeded the legal obligations, as well as the risk profile (Less than EUR 2000 deposited).
After completion of KYC through third-party, which included Identity verification, address verification, liveness check, and occupation documentation, the player requested withdrawal of EUR 3.000 and EUR 10.000. These were rejected.
In reaching out to support, they requested in the chat (Logs saved) to upload a specific transaction (deposit) of the amount of 100 EUR, on a specific date (1st of December).
Once this was completed and uploaded, the player once again tried to withdraw, and was once again rejected.
In reaching out to support again, the support employee for several hours insisted that the player upload personal verification documents directly to the site, despite the site only having 2 options, none of which involves uploading verification documents to the site.
The player, after several hours, uploaded the verification document to the site as well, initiated withdrawals, which were again rejected.
In reaching out to support again, they were now requesting a different transaction (Deposit) document of amount EUR 125, on a specific date (1st of December).
The player obliged, and uploaded said documentation, tried to withdraw, and was rejected again.
In reaching out to support again, they informed that even though it looks to be completed, the finance department has to approve the KYC.
The player awaited several hours again, reached out to support, and was informed that everything looks good and to initiate a withdrawal.
The withdrawals were once again rejected, support could not inform why, only that "The finance department are the only ones who knows".
Further withdrawals were attempted, all but one rejected, the one remaining in "Pending" status with no further action for 3 days.
To this day, the KYC has been stuck in partial internal approval for the deposit documentation, as per attachement. Not rejected, just pending, despite all else being approved, obstructing withdrawal attempts.
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I won 64.000 EUR, fulfilled all KYC obligation, herein twice (1. through third-party vendor, 2. directly through the site), adhered to the requests for differentiating transaction information, and tried multiple times to withdraw sums after full approval, but was intentionally blocked from doing so through interference and delay in process.
The sites own T&C states that "(..)Withdrawals would be processed upon your request." and "If the requested amount exceeds the limit of a particular payment system, the amount will be withdrawn in installments"
However, part of the reasons for rejection of the payments were that it exceeded the limit - Yet instead of installments, it was flat out rejected, strengthening the reason that intentional interference was used.
Your T&C further noted: "If you win more than €/$15,000, the Casino reserves the right to divide the payout into monthly installments of maximum €/$15,000 until the full amount is paid out"
however, when I reached out to support to inquire about a setup of these monthly installments, they informed me that there were no such thing.
I lost all funds during the days in which they were kept at bay, despite completing and obliging to all requests, and despite specifically asking support about the T&C stated withdrawal installments.
Had the casino followed its own obligations, I would at a minimum have been able to withdraw EUR 13.000 independently, and EUR 15.000 with the aid of the casino.
Please note that I hold screenshots of rejected withdrawal attempts over the duration, transcripts and screenshots from each conversation with the support personal, as well as screen-recordings completing all KYC obligations.
