Boo Casino - Player’s withdrawal has been delayed.

Hello, good evening. I'm Natalia.

I'm playing at Boo Casino.

On Friday, 07/26/2024, I won a prize, and they still haven't paid me. They have me waiting and not responding, and support says I have to wait. Honestly, it's the first time I've had to wait this long for a prize. It's also the first time I'm playing at your casino. Could you help me with this?

I've already sent everything they asked for and uploaded all the documents.

Dear Natymen,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello, I didn't know it could take so long. Days to pay a prize. This is the first time this has happened to me. But okay, I'll wait a little longer. Thanks for being present

Hello, good night, I'm Natalia.

I'm playing at the casino Boo

And on coming 07/26/2024 I got a prize and they still haven't paid me, they have me there and they don't answer me and support tells me I have to wait. The truth is the first time that I have to wait so long for a prize. And it is the first time I play in your casino, could you help me with that?

I have already sent everything they asked me, I have already uploaded all the documents

My prize is $$210,000

Dear Natalia,

As I suggested in my previous response, we usually recommend that players wait up to 14 days for their winnings to appear in their accounts. However, I have some additional questions for you that could help us in the investigation of your case.

Is the status of your withdrawal request still shown as pending or has it been processed by the casino?

Could you please specify what games you played?

Have you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

I won the prize without bonus with my winnings and played in the Ruby play folder

I'm playing at the boo casino

And it's been 14 days since I got the prize and I already uploaded all the documents and I was updated. They told me that nothing else was missing. At the casino, they told me that they would deposit it in 3 to 5 days and still nothing has happened. So I want to know about my prize.

I only claim what is mine

Thank you very much, Natymen, 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 Natymen 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello all,

Thank you for reaching out to us regarding this matter.

We have reviewed the relevant information in regard to the player's most recent withdrawal request and would like to confirm the following:

• The player initially submitted their withdrawal request on 26-July-2024 for the amount of 10 000 ARS. The player subsequently cancelled the withdrawal request on multiple occasions, lastly altering the amount to 150 000 ARS on 10-Aug-2024. Please note that this contributes to further delay in processing as we need to review the source if winnings each time the request is renewed.

• The player did not use bonus funds during the accumulation of said winnings.

• Following our standard procedures, an audit of their relevant game history was performed to ensure compliance with the casino's Terms and Conditions

• Upon reviewing the withdrawal request we had initiated the KYC verification process as well as requesting additional documentation from the player in relation to our due diligence procedures to ensure compliance before we can process the transaction.

Currently, their withdrawal request is on hold as we have not received all requested documents from the player to complete the verification/due diligence process. The request for additional documents was sent to the player via email on 06-Aug-2024, however they have not been received yet.

Once all required documents have been received, we will be able to proceed with the withdrawal processing.

Kindly note that, as stated in our General Terms and Conditions, "We maintain a target of three (3) working days for the processing of withdrawals but may not be held liable should we take longer."

We hope the provided information has been useful and we remain available for any further questions.

Best regards,

BooCasino

They were asking me for the transfer that I made from the astropay virtual wallet but I already sent it today, I don't know why they asked me that.

That they ask me to confirm if I confirm it

Thank you to the both parties for the update. Please keep me updated about any further developments. Thank you in advance!

They sent me that and the truth is that Astropay does not show up as crediting in Boo casino, not even the ID shows up now, I see this image so you can see how the transfer I made at the casino shows up

This is how it appears in astropay.

I'm still waiting for a response from the boo casino that asks me for things, it asks me for idiotic things, it's the only casino that asks me for things like these, the astropay account statement, what do I say? The fact is that they don't want to pay the prizes, so they go around in circles to avoid paying, but the casino is so clumsy that when I upload it to the boo casino, the transfer doesn't pop up, the ID doesn't pop up, nothing pops up, only the time, date and how much I credited and nothing else, and they ask me for just that. The truth is that it's all a trap by the casino to avoid paying. A million, the truth is that I'm so angry for having played there that it's a fake casino, whatever you want to call it, but it could be called less of a casino.

I've been dealing with this since June 26th.

Dear all, 

We would like to reiterate that the player's withdrawal request will remain on hold until the required documentation has been received. 

In relation to the above, we would like to reference the following clause from our General Terms and Conditions, which states: 

• "We reserve the right to contact you verbally to verify any deposit made, and/or to request the necessary documentation to enable us to carry out the required identity verification checks. Additionally, we reserve the right to suspend or cancel a withdrawal request pending verification of your identity, age, contact details, address, and ownership of the payment accounts."

We invite the player to submit the requested documents at their earliest convenience to avoid further delays in processing their request. Detailed instructions have been sent to their registered email address. 

Should anything further be needed from our side, just let us know. 

Best regards,

BooCasino

They are giving me excuses not to pay because as I told you before, the documentation they are asking me for, which is the astropay transfer that I made in the game, does not show the name of the Boo casino, the ID of the transfers that I make to it does not show up, only the ones from it, nothing shows up, only the balance and the time and nothing else.

Dear Boo Casino representative, can you advise in what way can the player provide the required document if the payment doesn't show up as payment in the casino in the Astropay wallet? What can the player do so the required document is satisfactory and he can progress with the verification? Thank you in advance!

Casino thank you very much but do not complain anymore this casino is a scam you can not even play because the prize you get is not paid I won 4 million in the casino games casino Boo and the truth is that I claimed and claimed and nothing the truth is this casino is a scam but do not complain anymore and thank you very much I have already lost everything they go around in circles I am going to report this casino for being a scam my husband also won a prize and ended up spending it because they did not want to pay him they were around the corner with the documents why do they want so many papers so if he only has to pay one prize it is the only casino that asked me for so many documents and for nothing and for nothing I curse the hour I had to have played in that f***ing filthy ordinary casino

Look how far I got but the casino gave me excuses from the first day I took out

People don't play at the casino boo is a scammer

Dear all, 

We believe we had provided clear instructions to the player about what documentation was required from her, on multiple occasions.

Before we could proceed with the withdrawal process our Verification team required a copy of the player's Astropay account showing ALL deposit transactions made to our casino and the source of these funds. We never received such document from the player and therefore have been unable to conduct our compliance procedures.

We do apologize for any inconvenience caused by this matter; however, we would like to emphasize on the fact that as licensed casino operator we must adhere to strict regulatory guidelines as well as international financial laws. Compliance in this aspect allows us to sustain our integrity and maintain a secure environment for our players. 

As we have previously advised, our General Terms and Conditions stipulate our reserved right to request all necessary documentation that will allows us to carry out the required verification checks. 

Should anything further be required from our side, please let us know. 

Best regards,

BooCasino

I'm going to answer Boo casino and I told them that this type of documents were shown in astropay pay because only the amount on the day appeared and nothing else appeared. It didn't even say that I had deposited in Boo casino, because I've been loading on another casino platform such as 1wim and it did appear but in their casino nothing appears. So how are you going to ask me for something like that. But it's all a casino trap why did they want a copy? They are excuses but they keep screwing more people. With that casino I should close that casino but I'm going to report them.

Dear Natymen, would it be possible to generate a transaction history from your Astropay account and share it with me for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

They blocked my account. It was known that they were going to block the casino boo

Dear Boo Casino representative, can you let us know why the player's account was blocked? If you do not want to disclose that information publically you can forward any relevant information to my email. (peter.c@casino.guru) Thank you in advance!

Peter, I have already emailed you the transaction history that I made during that date on July 26th.

Dear all,

Please note while we were waiting for the player to submit the requested documentation, she cancelled the withdrawal request and played through her entire balance.

We have been unable to complete our customer due diligence checks.

After this it was decided to close her account as per our Terms and Conditions outlined below:

14. Account closure by us

We may refuse to open an account or may close an account which has already been opened at our sole discretion, but all contractual obligations already made will be honored.

Best regards,

BooCasino

I'm going to Casino Boo, they can't go around in circles to pay a prize. I sent all the documents they asked me for, they even asked me for the Astropay receipt. I sent them to them, as I told them, that the receipt didn't say the name of Casino Boo, but I sent them the ID that Astropay support gave me for the transfer. And the truth is, I don't know what else they want, I don't know why they make so many excuses, the same thing happened to my husband, the truth is that that casino should be closed.

Thank you for the clarification Boo Casino representative. Would it be possible to provide me with transaction logs or betting history to prove that the player played through their balance? You can forward any supporting information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello all,

Please note that the requested copy of the player's transaction history has been sent to the specified email address (peter.c@casino.guru).

If there is anything further needed from our side, please let us know.

Best regards,

BooCasino

Hello Natymen,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing me with the information Boo Casino representative.

Dear Natymen, the casino has provided me with evidence that you have played through the entirety of your balance. I understand your frustration with the verification but subsequently, I'm unable to assist further here. Due to that reason, your 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.

Kind regards,

Peter