Boo Casino - Player’s struggling to complete account verification.

Hello this casino does not pay the winnings of the free spins that they give you. I have already read the terms and conditions!!! I sent an email with questions that were never answered and in the casino chat they sent me a link where I had to attach my legal documentation (which I already did) and they never answered me in the chat again. They decline the conversation. I already know that there is a limit to withdraw winnings from free spins and I have already met the amount of mandatory bets, my money is in the casino cashier but it does not give me any option to complete my bank details, they also do not inform me if I can do it by other means or how much should I deposit to withdraw my free spins winnings!! I already sent my legal documents and they don't respond either. Be careful!!! seems like a hoax and that the free spins are only for play in trial mode, Do not Trust Casino Boo

Dear verovanguardia2016,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Thank you very much for your prompt response. No, I have not been informed about delays in my account verification. My email is verified from the moment of registration and my legal documentation (DNI) is also sent through the link, which was sent to me through the chat. I understand the verifications and I respect the processes but I was not informed by any means how to proceed and if any more documentation is needed. I will be waiting...

And after Not allowing me to withdraw my winnings now TODAY it tells me not to complete the total bets... I am attaching screenshots as proof. I already imagined that they were going to change something so as not to let me withdraw the winnings that I honestly earn by complying with the rules that the casino establishes. I reiterate so that it is taken into account, the free spins of this casino cannot be withdrawn even if you comply with the terms and conditions. They are in test mode not like real game. They should clear it up before giving away free spins

Thank you very much, verovanguardia2016, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello.

I am sorry to hear about your troubles.

Could you please confirm all your winnings are only from free spins?

Usually, free spins have a maximum winnings allowance.

In the different promo, I found this:

Could you please check the promo that the casino offered you and check if you can find this rule?

Hello good afternoon, I already read the terms and conditions before making the complaint!

I already knew that there was a maximum win as I expressed in the first text and I quote ...". I already know that there is a limit to withdraw winnings from free spins and I have already met the amount of mandatory bets, my money is in the cashier of the casino but it does not give me any option to complete my bank details..." the issue in question is that the casino does not allow me or give me the option to withdraw ANYTHING as I also showed in the screenshots and they do not respond to my emails either. Only in a chat they gave me a link to send my legal documentation (DNI) which I already did. You are asking me something that is already written. I do not intend to withdraw all the winnings from my free spins but I do intend to withdraw the winnings that I honestly earn by complying with the terms and conditions (which I had already read) as well as the casino must comply as well.

I would like to invite the casino representative into the case.

Dear casino representative, please explain why verovanguardia2016 can't withdraw the winnings.

Dear verovanguardia2016,

Please answer these questions:

Did you ever deposit in this casino? (some casinos require a mandatory deposit before making a withdrawal)

Are all your winnings purely from free spins?

Have you ever deposited at this casino? (some casinos require a mandatory deposit before making a withdrawal)

_ No , I have never made a deposit at this casino since the terms and conditions do not indicate that you have to make a deposit before withdrawing the winnings from free spins and on the other hand I do not trust making a deposit and then not being able to withdraw my winnings either , in case there were

Are all your winnings purely from free spins?

_ All my winnings are purely from free spins, however I am not claiming All winnings but as specified in the terms and conditions.

Hello verovanguardia2016 and Matej,

After going trough the account thoroughly, I could see the following information.

This player has never once submitted a withdrawal request, nor has she specifically asked for a withdrawal to be submitted for her on our Live Chat.

We urge the player to understand, that we only start the withdrawal process, i.e. KYC requests, once a withdrawal request has been requested from the player's side.

She asked for information about the withdrawal process and was provided.

In addition, we have not received a single email from the email the player has registered her account with, other then the email she sent her ID on.

Also, we do require a player to make a deposit for verification purposes before being able to complete a withdrawal process on our site, as it is stated in our T&C's:

https://www.boocasino.com/en/tnc

"We may require that you verify your account and enable payouts by depositing from a bank account or card held in your name. (You may then request a withdrawal of these funds.)"

Lastly, I regret to inform you that upon receipt of this complaint, we started the withdrawal process for the player. However, upon verification of her game history, we could see that she has violated our Maximum Bet rule as it is stated in our T&C's:

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

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting on a non-slots game, such as a table or card game

4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

6. Using a ‘feature buy’ or Buy Pass function within a game.

Due to this breach, the players winnings have been voided completely.

I am happy to provide the players' game history upon request.

Regards,

Boo Casino Representative.

They finally answered my email!

Casino response:

dear veronica,

On review of your withdrawal request, we see that a number of bets were placed that were greater than 450 ARS. According to the Bonus Terms and Conditions, this is not allowed.

We have therefore canceled your withdrawal request, and voided the winnings.

We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

Should you have any questions please reply to this email or contact our customer support via live chat on our site.

Regards,

verifications

_ Well, the problem is solved there, it was to be expected that they were going to use any "detail" to NOT PAY!

They left my account at $0 anyway I'm so glad I didn't deposit at this casino because I wasn't going to be able to withdraw the money!!! I DO NOT RECOMMEND AT ALL

They made me lose time but hopefully it will serve as an example to other players.

Nothing more to add, thank you very much!

It is evident that they are lying when they sent me an email to the verified email address and I also requested a withdrawal that I was never allowed to do. I sent my legal documentation in a timely manner. On the other hand, how do they say that my email does not match and that they never received an email if they just answered me today??? DO NOT PAY PROFITS

Dear verovanguardia2016,

Could you please confirm that you were making bets higher than €4? (while you were wagering the bonus)

Dear verovanguardia2016,

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.

I don't remember exactly how much each bet I made was, I won $60,000 I can't remember every 1 x 1 bet. In any case, I am never going to play in that casino again and I feel very happy that I have not deposited a single peso. They already left my account at ZERO with which it is clear that they are not going to pay anything. So thank you very much for...nothing!

They interrogate the victim as if he were a criminal for some miserable pesos that they will not pay.

Oh, and on the other hand, the Casino doesn't give you chips in euros, it gives them to you in Argentine pesos! I don't know how many Argentine pesos are 4€

It's ridiculous that they give you free spins in Argentine pesos and ask if you bet more than certain euros. That's when I realize that the casino uses any speculation to not pay! So I'm going to put a review that to play in that casino from Argentina, you have to be with the calculator every time you make a turn in a game, to know the price of the euro minute by minute while you play !! Thus each player can control the bet because if he wins they leave the account at ZERO. And if they want to close the claim in favor of the casino (it's more than clear) there's no problem!!! I already exposed my review and my horrible experience.

And last but not least, the casino asked me for all my legal documentation which I sent as requested in PDF. Shouldn't they check if a client can withdraw the money and then ask for the legal documentation???? This seems even more serious to me, why do they want all my legal documents if they don't know if they are going to pay????? it's disturbing

Dear verovanguardia2016,

The terms and conditions show currency based on the IP of the country: (as you can see from the image)

The casino stated that you made bets higher than 400ARS, so they voided your winnings.

I am sorry, but if you breach the max bet rule in any other casino, the situation will be the same. It is one of the basic rules. I am sorry, but we can't help you here. The casino, in the situation of breaching the max bet, has the right to void the winnings.

Dear verovanguardia2016,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.