The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
BoaBoa Casino - Player's withdrawal has been delayed.
Amount: €1,180
BoaBoa Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.3
BoaBoa Casino has a Safety Index of 9.3, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Since Friday (07/15) I have applied for a new payout almost every day (Saturday (07/16) and Monday (07/18) and have been put off ever since. The casino stalls customers and dubiously lengthens waiting times such as communication and player verification. I emailed the casino back on Sunday with all the documentation needed for verification at that point and asked the casino to please let me know what documentation they need as I have now read several complaints , for which more and more documents were required. I thought I would shorten the process from my side and asked the casino to let me know what documents they needed from me.
I have not received an email replying to this request, on the contrary. Today I got an email saying that the verification will now take another 3-5 days. I was informed of the terms and conditions, which I then of course read through. In these terms and conditions at: https://boaboa.com/de/rules it is not mentioned under any point that you allow another 3-5 days to carry out the verification process. New rules are invented that are not in the terms and conditions to make customers wait extremely long. I then asked the support to forward me to the administration, but there was no answer either, which is why I am now turning to this page, because I came across BOABOA through Casino Guru. I enjoy using your site, but now I am very surprised that such a casino got such a rating from you. I also thought it was a good casino at first until I got over the many complaints about the withdrawal and now I find myself in the same situation.
Edited by a Casino Guru admin
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2 years ago
Dear ricktor26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
I would recommend that you wait at least one more week. If there is no development by the end of this time frame, please, let us know and we will intervene.
Thank you in advance for your understanding.
Best regards,
Kristina
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2 years ago
Translation
I finally got verified this morning after three days of waiting, I'll keep you posted.
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2 years ago
Thank you for the update, ricktor26. Let's give the casino a few more days to process your request. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or if there is anything new.
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2 years ago
Translation
An extremely dubious casino site, even the support can't do anything. It is not helped from any side of the casino. I have now asked more than three times if I could speak to the administration. I didn't even get an answer to that question.
It seems to be a scam by this company, which is behind several casinos.
I've only been getting the email/ message for days that the payouts are delayed. There is absolutely no point in playing or generally continuing to play in a casino if it does not pay out.
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2 years ago
ricktor26, I would like to emphasize we always give the casino two full weeks to process each payment, sometimes even a few additional days, if the verification was necessary.
I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.
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2 years ago
Translation
The money has been transferred, thank you
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2 years ago
Awesome news, ricktor26. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
