HomeComplaintsBetBoom Casino - Player’s withdrawal was delayed due to a lengthy review process.

BetBoom Casino - Player’s withdrawal was delayed due to a lengthy review process.

Amount: $6,182

BetBoom Casino
Safety Index:Above average
Submitted: 31 Oct 2023 | Resolved : 08 Nov 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The VIP player from Belarus with the account already verified was experiencing a delay in two withdrawals totalling 6182 USD. The withdrawals were pending for over a month with the status of 'under review' after the casino stopped payouts on the player's account citing 'suspicion of fraud’. Later, the casino informed us that the issue was successfully resolved on its side, and the withdrawals were completely processed shortly after the casino noticed the existing complaint. The complainant subsequently confirmed successful withdrawals. The complaint is resolved.

Public
Public
1 year ago
Translation

Hello. I have been using this casino for a long time, but a month ago they simply stopped paying out my winnings under the ridiculous pretext of "suspicion of fraud." This is despite the fact that after topping up my casino account, I merely placed bets on slots (even without an active bonus), yet they won't let me withdraw. I am a VIP player and have long been verified. Currently, I have two pending withdrawals amounting to a total of 6182 USD. At the end of July, there was a similar problem, but at least they resolved it within 5 days. Now my withdrawals have been pending for over a month with the status of "under review" and the chat support gives excuses that the review can take up to 180 days. Moreover, the VIP support is of no help and often outright ignores me. Please assist me.

Automatic translation:
Public
Public
1 year ago

Dear vadikas555,

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

Do I understand correctly that you placed bets on slot games only?

Are you able to access your account and play or has your account been temporarily disabled?

When was the last time you communicated with customer support and what was it about?

Please forward any relevant communication between you and the casino regarding your account investigation to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika


Public
Public
1 year ago
Translation

If you take all the time I played in their casino, I sometimes bet in the eSports section on big tournaments, but mostly I played slots. At the same time, the last time after replenishing I played only slots and without an active bonus. I can log into my account. He is active. I last wrote to the support chat about 10 days ago, but there are standard answers: "Wait up to 180 days." I communicated with the VIP manager via telegram. I am sending correspondence, but it is in Russian

Edited
Automatic translation:
Private
Private
1 year ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
1 year ago

Thank you very much, vadikas555, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
Public
1 year ago
Translation

Good morning

2 withdrawals were made yesterday 07.11.2023 19:17

First withdrawal for $4000

Second withdrawal in the amount of $2181


We also ask you to note to Vadzim that we limit your receipt of bonuses.

In the near future, for violating the terms and conditions, you will be deprived of your VIP client status.


Veronika , you can close this complaint when the client confirms receipt of funds.

Automatic translation:
Public
Public
1 year ago
Translation

Hello. Got the results yesterday

Automatic translation:
Public
Public
1 year ago

Greetings all,

The complaint was forwarded to me, as a resolver, so I should have assisted the complainant in resolving his issue. However, as I can see, there is nothing more to deal with here.


Thank you, vadikas555, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please 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.

In case of any questions or other issues, feel free to let me know using my email mentioned above.

Thank you very much, BetBoom Casino team, for your quick help and cooperation in resolving the matter!

Best regards,

Branislav, Casino.guru

flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news