The player from Brazil had made a withdrawal request of 100 Euros from an online casino, but the casino had declined the request twice, citing outdated identification. Despite the player's efforts to contact customer support and provide all necessary documentation, including proof of payment and bank statements, the withdrawal was not processed. The Complaints Team had reached out to the player for further information to aid their investigation, but the player did not respond. As a result, the complaint was rejected due to lack of response from the player.
BOHO Casino - Player’s withdrawal is delayed due to identification issues.
Amount: €100
BOHO Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
I made a withdrawal today, January 19, 2024, of 20 Euros from Boho Casino. I had gone through the entire verification process, and the first time, before I made a deposit, they sent me an email stating that my document was not approved because my identity proof was out-of-date. However, I had just updated my identity proof on April 18, 2023 - less than 6 months ago - so it couldn't possibly have expired. I contacted customer support, and they resolved the issue, confirming that my identity proof was accepted and approved. However, after I deposited 20 Euros and tried to make a withdrawal, they cancelled my withdrawal, claiming that my identity had expired two times! I have provided all of my documentation. I'm married and the bills are under my husband's name. I've already sent in proof of payment, bank statements, and my identity document - and still, there's no sign of my withdrawal so far.
Automatic translation:
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9 months ago
Dear grecekellysilva17,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BOHO Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please confirm the Neteller account you deposited with is under your name?
- Could you please share the email you received from the casino detailing why your documents were rejected?
- My email is tomas@casino.guru
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
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9 months ago
Translation
It wasn't 20 Euros it was 100 Euros Withdrawal I made a mistake
Automatic translation:
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9 months ago
I am sorry for any confusion, I adjusted the amount to 100€
Are there any documents that can serve as proof of address that are in your name?
Send me the recent correspondence between you and the casino where you discuss the issue to my email at tomas@casino.guru
