The player from Brazil had deposited 3,000 BRL and won, requesting a withdrawal of 7,000 BRL on July 13th. Despite submitting the required documents for identity verification, the player’s withdrawal had been repeatedly rejected, and there had been no communication for over six days after sending the latest verification screenshot. The issue remained unresolved as the player did not respond to further inquiries from the Complaints Team, which led to the rejection of the complaint.
BetBoom Casino - Player’s withdrawal delayed.
Amount: 1,386 R$
BetBoom Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
On July 13th, I made a deposit of 3,000 reais. Fortunately, I was able to win, so I requested a withdrawal of 7,000 BRL on the same day. However, the withdrawal has not yet been approved.
Firstly, after I sent the withdrawal request, I was asked to provide credit card details as part of the identity verification process. I submitted the required photos, but they were rejected.
Next, I continued to communicate with the support team and submitted the documents as instructed. But, after a few days, all I received was a rejection notice.
On July 17th, I was instructed via email to send a screenshot of my payment account with the credit card, which I did.
Since then, more than six days have passed, and I have not received any further communication. I sent a status inquiry email three days ago but have yet to receive a response.
I request your assistance in processing the withdrawal of my winnings.
Automatic translation:
Public
Public
3 months ago
Hello boxaka,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetBoom Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
3 months ago
Translation
Good afternoon
The client had problems with the quality of the photos.
At the moment, we are expecting a selfie from him with the document he originally sent.
As soon as he sends us this document, we will be ready to urgently consider his withdrawal of funds.
Best regards, BetBoom team
Edited
Automatic translation:
