The player from Andorra had reported a delay in her withdrawal process from an online casino since the 4th, despite having confirmed her details. She had submitted the necessary identity verification documents, including ID and card photos, as requested by the casino. The casino had been sending repeated confirmation emails, which had raised her suspicions. We had advised the player to wait for an additional 8 days to allow the casino two full weeks to process the payment. The casino had informed her that withdrawals were processed within 3 to 5 business days after account verification. Eventually, the player confirmed that the casino had processed her payment. The issue had been successfully resolved, and the complaint had been closed in our system.
Boo Casino - Player's withdrawal is delayed.
Amount: €70
Boo Casino
Safety Index:LowCase closed
RESOLVED
Case summary
I've been waiting since the 4th for my withdrawal and they haven't given me a response. They asked me to confirm details, I sent everything and they still haven't given me a response, everything is pending.
I want my withdrawal.
Dear M0renitah24,
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Thank you very much for your super quick response. They asked me for photos of my ID and even my card and some invoice. I sent them everything and they kept sending the confirmation emails, which is why I suspected they didn't want to pay me.
I fully understand your frustration, M0renitah24. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Today they sent me an email telling me
This and it is always the same emeil
Once your account is fully verified, we aim to process your withdrawal within 3 to 5 business days. You will be notified by email when the withdrawal is processed.
If you have any questions or need help, feel free to contact our support team via live chat.
Greetings,
Maria
Perfect. Please allow some time for the casino to verify your documents and I will check back with you in 8 days.
Thank you.
Thank you very much, they have already made the payment
Thank you
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, M0renitah24, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
