Boo Casino - Player's account verification and withdrawal issues.

They're asking for documents to validate my account, and I've already sent them four times, then they leave me waiting, and nobody has given me a solution. They've even blocked my account.

Dear hectorsanchez120425,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi dear.

I opened my account about 20 days ago and I don't know if they have been able to verify my account since according to them neither a payment receipt for my home internet nor a certificate of seniority from my job is useful, coin swallow game and if I started with Free spins and I have also made deposits.

From already thank you very much…

Thank you very much, hectorsanchez120425, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you hectorsanchez120425 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Boo Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello dear Peter, I hope you are well…

Yesterday I sent Boo Casino another proof of address to see if they can solve it for me and they still haven't responded to me, I sent them a certificate of address from my pension fund administrator (AFP), I hope they give me a solution and thanks to you for your help

Hello all,

We have looked into this players' account and found the following:

On 3/09/2023, this player has made his initial withdrawal request.

Subsequently, our verification team has requested documents via email, as per our KYC policy, on the same day.

From the player was requested a valid ID, a valid proof of address and a bank statement.

On 05/09/2023, the player has sent us an email with documents.

On 06/09/2023, our verification team has checked said email and found the following:

The ID the player has sent only showed the front, without the back.

The Bank Statement had no details on it, therefore was irrelevant.

There was no proof of address attached.

On 06/09/2023, our verification team emailed again, requesting the missing documents.

On 07/09/2023, the player sent us the back of the ID.

On 07/09/2023, our verification team emailed again, requesting the proof of address and bank statement.

Following that, on 07/09/2023, the player made concerning statements on our Live Chat, claiming that he has no funds and his daughter is ill.

We have blocked his account in accordance to our Responsible Gambling Policy.

In addition, the chat agent advised of the missing documents.

Following that, the player has emailed our Support and requested a chat to inquire about his withdrawal, where each time he was advised of the missing documents.

On 12/09/2023, the player has sent in the missing documents and they were verified by our verification team on 14/09/2023.

We feel we have done everything we could on our side to inform the player of what we need in order to process his withdrawal request.

In addition, blocking his account was done in accordance to our Responsible Gambling Policy and in order to protect the player.

Regards,

Boo Casino Representative

Hello…

The documents that I always sent were valid since in other casinos they receive and validate them, that their policies are only for the benefits of their casino and not of the client is another thing.

such a policy that they only deposited 100,000 of the 200,000 since their policy is to deceive why with free spins they only won 31,000 and the rest played normally.

The blocking of my account was due to a comment, yes, that's okay with me, but it's my money, I have the right to express myself and I would never play a cent in your casino.

thank you…..

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

Our KYC requirements are in line with the MGA directive.

We didn't request anything outside the norm - in this case, the player has several times sent cropped documents or documents that we did not ask for, thus making them inadmissible.

Now that the player has sent in proper documents, his account was verified and his withdrawal request paid.

We would like to know if the player has something further he'd like to complain about, or if we can see this issue as resolved.

Regards,

Boo Casino Representative.

Hello

the problem is not resolved since my withdrawal was 200,000 and I only received 100,000.

It should be noted that with free spins I only won 31,000 and to win the 200,000 it was playing normally, what happens with the other 100,000??? What policy is acceptable to keep clients' money sir???

Hello Hector,

We have looked into the matter and found the following.

You have played and won from a mixed balance of a free registration bonus of 100 free spins and a deposit of CLP5000.

The T&C's for free spins can be seen here:

https://www.boocasino.com/en/tnc/free-bonus

Please note the term stating the maximum winnings (to make things simpler, I'll put them here in EUR, but the amount was converted to CLP100,000 - the players' currency):

• The maximum allowed withdrawal amount for this bonus is €100.00.

Due to this, the players' withdrawal was reduced to the maximum allowed withdrawal of CLP100,000.

We are here if there are further questions.

Regards,

Boo Casino Representative.

Dear hectorsanchez120425, as the casino clarified the free bonus has a maximum winnings rule. As you were able to withdraw the winnings, I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter