Tópico de suporte e reclamações da Betmaster, Casinoin e Bongo

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Below there is an exclusive topic for Betmaster, Casinoin and Bongo Casino!

Our casinos can now offer over 5500 games to our users. Not every casino can boast of providing such a great variety of slots. Our support team has a individual approach to  every player. 

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Welcome to LCB forum BetmasterPartners! Thank you for being available to assist our members! 

Welcome to the best forum 

Welcome to LCB, we're glad to have you here!

Welcome to our forum, BetmasterPartners. Thanks for being part of our community. 

Hi BetmasterPartners, welcome to our forum! 

Welcome to our forum BetmasterPartners 

Hi and welcome to our forum

Welcome to our forum! Glad to have you here! 

Welcome to our forum BetmasterPartners! 

Hi BetmasterPartners, nice to have you here :)

Welcome to LCB BetmasterPartners! 

Welcome  

Hello, I recently encountered the issue with Casinoin. They have asked me to provide some documents and after I provided them they put my account on verification. They asked me to wait for 14 days. This Thursay they replied that they will close my account "due to the suspicion of unfair play". I am realy dissatisfied with this decision because

1) I have sent them all the documents they asked for

2) I had 2127 EUR on my casino balance!!!!!!

Sorry to hear that, ChocolateCookie.

Please provide me with your casino username. We'll ask the casino rep for more details about your case.

Hi ChocolateCookie,

Just to let you know that we received your account details and the casino rep has been notified. Keep an eye on this topic, please. 

Hi ChocolateCookie,

The casino rep has been looking into your case and they will post the update here on this topic. 

I have recently encountered some issues with Bongo Casino. Even though I have already been communicated with their live chat representatives many times, they are still not able / willing to give me a satisfactory solution for that. 

1. Oct 24, 2020    Was asking for the promo bonus investigation status, and being told that "from Monday (Oct 26, 2020) we will launch a 10% cashback promo based on net losses". There were  not only ONE representative repeatedly mentioned that Monday promo to me.

2. Nov 5 , 2020    Got reminded that the promo that was being told, and cashback should be in my account(but no cashback credited). Many representatives replied me that they would inform the manager regarding this matter. Passed couple days and they've given me an answer of that information was given wrongly to me. 

Hi carmen0ng,

Could you please private message me your casino username? We are going to notify the casino rep about your post. 

Hello, MelissaN. Have the casino contacted you?

Hi ChocolateCookie,

They promised they would reply here but we haven't heard from them.

We'll get in touch again tomorrow. 

hi! Have they replied?

We'll remind the casino rep. The casino rep was waiting for a reply from their team. We'll check with them again. 

Hello, Laura Birkholz ,

Hello, please kindly be advised that we have thoroughly checked your request, your account was suspended for violating the company's T&C's related to the participation in promotion and suspicious activity.
Since this is an internal information and cannot be shared publicly, we can provide more detailed data and evidence to the LCB representatives.

Hello, please kindly be advised that we have thoroughly checked your request, your account was suspended for violating the company's T&C's related to the participation in promotion and suspicious activity.
Since this is an internal information and cannot be shared publicly, we can provide more detailed data and evidence to the LCB representatives.

Hello, we have checked your account and your conversations with our Support Team.
We see that initially you have contacted our Customer Support with a request to receive personal bonuses. We don't have Loyalty program yet as you can check it on our website, therefore bonuses are credited by participating in the promotions available on the website. Our Support agent recommended participating in the new promotion to receive 10% cashback on your net losses. Moreover, he gave the freespins while you were waiting for the promotion to be launched.
Unfortunately, the timing of the promotion was slightly changed and it was launched a bit later than we expected. According to the available information you have already participated in this promotion for several times.
Based on the provided information, we do not see how the customer was treated incorrectly, since received freespins and then participated in the promotions. There are certain rules in the company related to bonuses, unfortunately, we can't issue bonuses upon every claim

I am  asking LCB representatives to let me know once the "proofs" are provided since now casino's accusations are groundless!

We haven't received it yet from the casino rep. However, their answers on the forum are insufficient so we'll ask them for more insight into both of the complaints. We'll keep you posted. 

We are still waiting for the casino to provide us with further info about the complaints. We sent them another reminder today. Keep you posted. 

Hey,

is there anything new?

We haven't received anything. We'll send them a reminder tomorrow. 

The casino rep needs to check with their support team why they still haven't sent the evidence they promised. 

However, due to holidays, we need to wait until next week. 

This thread looks stranges, no activity after december. Is Casinoin safe place to play? I waiting my withdrawal from them. 

There were several complaints regarding this group. Please keep us posted about your withdrawal and if you don't receive the money in a timely manner you can post the complaint here and we'll notify the casino rep. 

I played these a few times with cryptos and i was paid instantly the two times i cashed out. But they keep sending me emails with promotions and everytime it's a freebie (no deposit) it's always just a bait. There is nothing in my account and when live support understands what it is for they ignore me and reply 2 hours later they sad that i'm angry and they will look into it... to ofc never reply again.

So well was i just lucky to be paid when i won? Would be nice to know. They already took a solid strike couple days ago when i finally tried to chase support about their bait promotions and after hours i gave up and they of course never came back to me afterward as promised. It's mostly an automated platform like many new casinos, if you can work out the automated system you are fine, if you need help of a human, you're fooked.

That day alone on Casonin i had 3 emails, 1st was a 60% offer that i did... followed by two emails one for a free live table bet and 50 free spins both no deposit both weren't in my account, as usual, and live chat evaded me for hours to not give me anything so it gives you an idea.

Thanks for sharing your experience with us, fredos386. 

Is there anything we can assist you with or these words just the comments? 

Han pasado 5 días y me acaban de contactar y me dijeron lo siguiente: 

Gracias por su mensaje.

Tenga en cuenta que, si bien hemos recibido el extracto bancario de la cuenta que finaliza en 1226, todavía nos faltan los extractos completos de sus otras cuentas bancarias utilizadas en la plataforma.

Para completar el proceso de verificación, le pedimos amablemente que proporcione los extractos bancarios en formato PDF de todas las cuentas adicionales que se utilizaron para depositar o retirar, que muestren:

* El número de cuenta (últimos 4 dígitos)

* Su nombre completo como titular de la cuenta

* Las transacciones relevantes hacia/desde Betmaster

* Fecha y hora de esas transacciones

Cargue los documentos directamente en este chat para garantizar su correcta recepción y revisión.

Agradecemos su cooperación y estamos aquí para ayudarle más si es necesario.

Yo no ingresé ninguna otra cuenta diferente a la que les proporción a ellos. Me están inventando esa excusa para no pagarme mi dinero. En mi cuenta de Betmaster se ve perfectamente que hice 4 depósitos y 4 retiros y ambos fueron hechos con la misma cuenta con terminación*1226 la cual les envié el extracto bancario y en ese mismo extracto bancario viene mi cuenta completa con mi nombre completo y además ahí vienen los depósitos y retiros reflejados. 

Necesito ayuda por favor ya que tengo mucho dinero en mi cuenta de Betmaster y no me han dejado retirarlo y solamente me están poniendo pretextos e inventos por favor. Tengo pruebas de absolutamente todo 

It's been 5 days and they just contacted me and told me the following:

Thank you for your message.

Please note that while we have received the bank statement for the account ending in 1226, we are still missing the full statements for your other bank accounts used on the platform.

To complete the verification process, we kindly ask you to provide bank statements in PDF format for all additional accounts used for deposits or withdrawals, showing:

* Account number (last 4 digits)

* Your full name as the account holder

* Relevant transactions to/from Betmaster

* Date and time of those transactions

Upload documents directly to this chat to ensure they are properly received and reviewed.

We appreciate your cooperation and are here to assist you further if needed.

I didn't enter any account information other than the one I provided to them. They're making up this excuse to avoid paying me my money. My Betmaster account clearly shows that I made four deposits and four withdrawals, and both were made with the same account ending in *1226. I sent them the bank statement for that account. That same bank statement shows my full account number with my full name, and also reflects the deposits and withdrawals.

I need help, please. I have a lot of money in my Betmaster account, and they won't let me withdraw it. They're just making excuses and fabrications. I have proof of absolutely everything.

Hello Josué Omar Blas Bocanegra,

Welcome to our forum.

Thank you for the detailed explanation. Please send us your casino username via private message so we can contact the casino rep to investigate the case further.

Porfavor responde mi mensaje privado, te envié toda la información que me pediste

Please reply to my private message, I sent you all the information you asked for.

Alguien me puede ayudar, el casino no me quiere dejar retirar mi dinero. Llevo más de 10 días y solamente me dicen lo mismo y lo mismo que mi cuenta está en proceso de verificación y que están esperando respuesta de los especialistas y así me dicen cada día. 

Can someone help me? The casino won't let me withdraw my money. I've been here for over 10 days, and they just keep telling me the same thing: my account is being verified and they're waiting for a response from specialists. They keep telling me this every day.

Hello Josué Omar Blas Bocanegra,

Thank you for providing your casino username and the additional information.

The verification process is a crucial step for online casinos, especially when larger sums of money are involved. It helps protect both players and operators by addressing serious risks such as fraudulent activity, unregulated markets, and underage gambling.

We’ll forward your complaint to the casino representative. Please keep an eye on this thread for any updates.

Claro que si. Voy a estar muy atento porfavor. Agradezco tu ayuda ya que no me dan respuesta el casino, solamente me dice que espere una respuesta de los especialistas que mi cuenta sigue en proceso de verificación, que están haciendo todo lo posible y ya han pasado 11 días yo les envié toda la información y documentación que me pidieron inmediatamente en tiempo y forma y además hasta documentación extra que no pidieron pero que sentí que era importante anexarla y se las envié igual. Pero ya pasaron 11 días y me dicen lo mismo cada día. 

Of course. I'll be very attentive, please. I appreciate your help, as the casino hasn't given me a response. They just tell me to wait for a response from the specialists, that my account is still being verified, that they're doing everything possible, and that 11 days have passed. I sent them all the information and documentation they requested immediately, in a timely manner, and even additional documentation they didn't ask for, but that I felt was important to attach, so I sent it anyway. But 11 days have passed, and they tell me the same thing every day.

Hello Josué Omar Blas Bocanegra,

We still haven’t received a response from the casino representative, so we’ve sent them a reminder. Please note that, due to the ongoing iGB conference, replies may be delayed.

Thank you for your patience.

Hello Josué Omar Blas Bocanegra,

We still haven’t received any response from the casino rep, so we’ve sent them another reminder. Have there been any updates or progress on your side in the meantime?

Thank you for your patience.

Hello Josué Omar Blas Bocanegra,

Could you please update us on the progress of your case?

Thank you

Hi Josué Omar Blas Bocanegra,

Since it's been more than 48 hours and we haven't heard back from the member, we will mark your case as CLOSED due to the submitter's inactivity.