The player from Mexico struggled with document verification for BooCasino and Galactic Wins. Despite initially successful withdrawals, recent winnings were not paid as the casino demanded notarized ID, bank statements, and salary slips. After providing the notarized documents, the player waited for verification. Eventually, the casino approved the documents and paid out the winnings. The issue was resolved successfully.
Boo Casino - Player's verification process is delayed for payment.
Amount: €1,037
Boo Casino
Safety Index:LowSafety 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.
4.9
Boo Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
I have issues with document verification with BooCasino and Galactic Wins. These casinos are from one group and they make process of verification complicated even for players who were already verified. I renewed playing with Boocasino this year and got some winnings that were successfully paid . After my last deposit and winning in April I couldn't verify my account. Casino asked to send additional documents which I provided but then they asked to send ID document, a bank statement and salary slips to be signed and stamped by a qualified notary as proof of legitimacy. I think the casino is playing for time so as not to pay me.
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6 months ago
Dear Faran,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that the casino is eligible to request additional documents for verification if the need arises.
Could you please advise if the casino sent you any emails explaining what other documents you need to send and why?
Do I understand correctly that you have not yet provided the documents stamped by a notary?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 months ago
Hello,
Casino sent me the email asking to provide all documents that I already provided but notarized this time:
"Thank you for the documents.
We will require the documents (ID document, a bank statement and salary slips) to be signed and stamped by a qualified notary as proof of legitimacy."
It needs time to prepare and provide all these documents. I was playing with this casino as I already mentioned, I had winnings and got them without any issues. I don't know the reason why casino stopped paying me. My account was verified.
And yes, I accumulated my winning with bonus. I completed bonus wagering.
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6 months ago
Please understand that the casino is eligible to request identity documents stamped by a notary if necessary.
Have you provided the documents as requested?
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6 months ago
Could you please specify when exactly you sent these documents to the casino? Have they been checked yet?
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6 months ago
Hello,
I sent documents to casino by email as soon as I got them approved by the notary on 21st of June. I haven't got any reply from the casino yet.
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5 months ago
Have your documents been verified yet? Please let me know about any updates.
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5 months ago
Dear Faran,
I'm glad to hear that your issue has been resolved successfully. 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,
Veronika
Casino.Guru
