The player from Brazil had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. After the complaint was submitted, we advised the player to wait for at least 14 days, as it was usual for withdrawals to take some time due to KYC verification or high volume of withdrawal requests. We extended the timer for resolution by 7 days. The player later confirmed that the issue had been resolved and he had received his winnings. Therefore, we marked the complaint as 'resolved' in our system.
Boo Casino - Player’s withdrawal has been delayed.
Amount: 253 R$
Boo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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5 months ago
Translation
I have had an account with this Casino for a long time and they are constantly sending me messages with offers and bonuses. Today, they sent me an offer for depositing 25 and earning 50 free spins on Luxor Gold with no rollover requirements. I played, I won, and now the customer service is saying that my winnings are virtual and I can't withdraw - how is this fair? Bonuses offered without betting requirements and added to the account as if it's actual money, and now they don't want to pay me.
Automatic translation:
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5 months ago
Dear HERNANE,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
Dear HERNANE,
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.
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4 months ago
Dear HERNANE,
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,
Kristina
Casino.Guru
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