BetBoom Casino - Withdrawal of player's winnings has been delayed.

I will tell you about my situation, I deposited 1000 ARS and won several times playing slots, the thing is that one day I wanted to withdraw for crypto 2 times and they rejected me, then I contacted support 3 times through chat, after all this I still had a balance of about 5000 ARS, the first person who attended me told me that he was going to check with the finance department and then told me that they rejected me because since I entered through Astropay I couldn't leave by any other means than that, I told him that's perfect So I was going to withdraw what I had from my balance through astropay until they reimbursed me for the crypto transfers, I withdrew the 5000 ARS and they arrived practically instantly, but THEY NEVER REFUNDED ME THE MONEY OF THE REJECTED WITHDRAWALS, about 6500 ARS, at That the next day I communicate with another and he tells me that they had already returned it to me, I told them that it was impossible, I just withdrew what I already had in balance, it was closed with that those 5000 were what they returned to me when in reality they have to return 6500 Finally, already outraged because they were literally ROBBING me, the last one almost as if it were a tragicomic fact tells me that I had bet and lost, and in the end I took out the 5000 ARS, not at that moment I did not know whether to cry or laugh, I had him I had to give some math classes because between the withdrawal and my last bet there was a 20-hectare difference, to which apparently this guy recalculated and told me that he "calculated wrong", I thought that they were FINALLY going to solve the problem, and Guess what, he kept telling me that the money had already been returned to me... Here I leave a screenshot of the chat with the last subject, to the last one out of indignation I told them to agree at least among themselves. Finally, it goes without saying that I DO NOT RECOMMEND THIS CASINO AT ALL, they are SCAMMERS.

Dear braianqe,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear braianqe,

Have you received your withdrawal from the casino yet?

Dear braianqe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of braianqe. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Do I understand correctly that the casino rejected your withdrawal requests, but funds have not been returned to your casino account?

Could you please post here (or forward me) a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Hello brianq ! Please write to support@bet-boom.com the phone number or email registered on Bet-Boom.com. We will check all the information and give feedback. Have a good day!

Here I have the capture where the rejected payments are seen, and later a withdrawal of 5000 by astropay. It should be noted that at that time I won in slots, and I cannot access the betting history.

Hello everyone,

Thank you both for your replies.

braianqe, have you already contacted the casino support as suggested? Has there been any news since your last post?

Hello, I contacted support but they still haven't answered me...

Thank you very much, braianqe, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi braianqe,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BetBoom Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's withdrawal requests have been rejected?

Thank you.

Best regards,

Tomas

Good afternoon, Dear Tomas and Customer braianqe .

I would like to inform you that the withdrawal of funds in the amount of 5000 ARS 29.04.2023 05:37:07 accepted Astropay Onetouch.

I do not understand the essence of the problem, since the withdrawal was carried out 2 months ago.

There are no funds on the client's account, all funds have been withdrawn to him. Please help me to solve this problem.

Dear BetBoom Casino,

I think the issue here is those two (above-mentioned) withdrawals in a total of 6500 ARS requested to be transferred to a crypto wallet, which was rejected on your side.

Do you have any information regarding them?

Thank you.

Kind regards,

Tomas

Tomas , The client made a deposit through Astropay Onetouch and the withdrawal can only be made to the method from which the deposit was made.

Astropay Onetouch→Astropay Onetouch

Dear braianqe,

Can you please confirm if you are able to proceed to withdrawal via AstroPay OneTouch?

Thank you.

Kind regards,

Tomas

Tomas The withdrawal has already been made.

(29.04.2023) (05:37:07) 5000 ARS (Astropay Onetouch)

There are no funds on the client's account.

Dear BetBoom Casino,

In the meantime, could you please provide me with the transaction history of the player to see what happened with the disputed 6500 ARS? If there are no funds in the player's account, it should certainly be visible.

Please send the log to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Tomas , We will prepare the document and send it to you by mail.

Dear braianqe,

Can you please specify the missing amount? If you already withdrew 5000 ARS, then only 1500 ARS should be in question, am I correct? I would like to ask you to provide us with a screenshot of the full transaction history for that period because, in the previous screenshot, we can only see the last transaction of 5000 ARS successfully processed.

Thank you.

Kind regards,

Tomas

Hello, did they send you the document? What I am claiming is the return of the 2 withdrawals in crypto, since they were canceled and they never returned those amounts, the balance of 5000 Ars from my last withdrawal was through Astropay, that balance was not It has nothing to do with the cryptos since that balance was never returned to me, I had more money in the account, I asked what amount I had and the betting history and you will see that I am not lying. Greetings.

Dear braianqe,

It's necessary to have evidence from both sides in such cases. That's why I asked you to provide me with a screenshot of your transaction history, especially records following the rejected crypto withdrawals and an approved Astropay withdrawal. It means the logs after 28.4.2022.

You can post screenshots here or send them to my email address: tomas.k@casino.guru

Thank you for your cooperation.

Kind regards,

Tomas

Perfect where do I look for those reports? because the beetboom page only gives me the information that passes through this medium (screenshot)

Dear braianqe,

You already provided such a screenshot, so I believe you can browse the logs the same way, just filtering a longer period, can't you?

Let me know. Thank you.

Kind regards,

Tomas

One more thing, braianqe, can you please confirm if you have accumulated your winnings with bonuses?

Hello, I cannot filter for any longer period since I did not stay long on the platform and that is all that is shown in said screenshot, on the other hand I did not accumulate profits with the bonuses, the profits were obtained with the real money from my deposits .

Dear braianqe,

I was provided with evidence supporting the casino's statement. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. The evidence confirmed that you had used the FS bonus, accumulated the winnings, successfully withdrawn via Astropay (after the crypto-rejected withdrawal requests), and the rest of 1,500 ARS was played down to zero by you. Everything is in order here, so we cannot gain anything more.

However, 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.

Thank you very much, BetBoom Casino, for providing the information and for your cooperation.

Best regards,

Tomas