BetBoom Casino - Player’s withdrawal is delayed for investigation.

Good morning. This week, I made a deposit of 500 reais and received a 500 reais bonus in the casino with a 15,000 reais rollover requirement. I placed some bets in the sports section with my real balance, and then I decided to play the 500 reais casino bonus just for fun, as I know it’s very difficult to meet the rollover requirements. I played various games from PG, my favorite provider, and, by pure luck, I managed to meet the rollover. As a result, 2.5 times the bonus amount was converted to real balance, which means 1,250 reais. Today, they told me that my withdrawal is under investigation for potential fraud and that it could take up to 180 days. They also provided an option to cancel the withdrawal and only receive the deposited amount of 500 reais. So, I won in sports betting and legitimately completed the rollover in the casino for nothing?? They offer a deposit bonus, but when you manage to meet the rollover requirements, this is what happens? And let's not forget, I had previously made other deposits and lost! I’m very frustrated with these casinos, and I hope Casino Guru can help me.

Dear Jelson777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetBoom Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was this the promotion you activated and played? https://betboom.com/pt-BR/promotion/5594/Welcome%20Bonus/
• How much of your winnings were achieved by placing bets on sports betting? Was your wagering progress affected?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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,

Tomas

Good morning, it was the 2nd Deposit bonus, only 1,250 I got by completing the Rollover which is 2.5 times the value of the initial bonus, the rest came from sports betting and also Aviator, my balance was 3,500 reais and then it decreased after I losing some sports and slots bets while I was checking the account, I will send a screenshot of it from the Betboom chat, they don't send anything by email, this possible fraud as they claim to have committed has no place and the deadline of 180 It is precisely for the player to give up and get just the 500 reais, and I lost my 1st deposit, I completed the rollover playing only PG games, Ratinho, Toninho, Tigrinho among others playing non-stop without choosing Times.

Guru casino will not publish the feedback so that Betboom can clarify what happened, right?? The casino's chat is useless, nor do they tell me anything via email, a casino with such a good rating here has to explain what happened and try to reach an agreement

Thank you very much, Jelson777, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Good afternoon! 

We need time to get to the bottom of the customer's problem. 

The approximate waiting time is 24 to 72 hours.

Good afternoon We have checked the information. 2900 BRL were withdrawn to the client multihub.pix

Greetings all,

Thank you very much, BetBoom Casino Team, for the update!

Dear Jelson777,

From now on, I will assist you with the case.

Can you please check the above-stated and confirm your disputed winnings were successfully paid out?

Yes, they were paid, I thank casino guru for helping me, I was entering the chat and they just said that the process was in progress and asked me to wait, if it wasn't for the case being opened here I would probably have been waiting until today

What great news, Jelson777!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Thank you, BetBoom Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru