Boo Casino - Withdrawal of player's winnings has been delayed.

I have a pending withdrawal of $1000 that I did since May 26 and I have not received it and the problem is that I still have $45000 Mexican pesos in the casino that I hope to withdraw and what I see is that the reputation of this casino is not good and well my complaint is that as a non paying casino it can be online and cheating customers.

They tell me that they have not received my documents if 3 days ago they answered me from the verification email that was in it and today they tell me that I have not sent my documents.

I have all the proofs here

Dear erducer12,

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

Dear erducer12,

Have you received your withdrawal from the casino yet?

Dear erducer12,

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 did not receive anything and they canceled me and took my money, I did not respond before because I really do not think anything will be resolved, and better for my part I will not play again in the 4 casinos they have.

I tell you that the same thing happened to me once but with less amount in another casino of the same owner, they will say that I did not bet the bonus correctly and you will ask me for a list of the bets but obviously they will not give it to you

I can tell you why the casino doesn't give you the download function, for example, the list of bets only shows the latest ones.

I tell you that the bonus was never played badly I was the most careful that even one of its operators confirmed to me that he had already released the bonus and that I could bet my way I have many captures.

what happens that this type of casino believes that it is very difficult to release the bonus why, for example, I won $12 pesos and I had to play it for the amount of $24,000 and I got it but since they became fools that with the documents yes the documents apart After I send them, they remain registered, I imagine because I made deposits. From there I knew that they were not going to pay me.

The only thing I ask is that they put a very bad but bad reputation on this type of casino $@&£¥¥ 😠

Thank you for your reply, erducer12. Do I understand correctly that you are no longer interested in proceeding with this complaint?

Just tell me something, if you think it can be solved? It's just that I thought you were there to help affected users, but with your answer I see that no, it's better for you not to do anything anymore!

As I told you, it already happened to me once, and I think what follows is that they will tell you that I played the bonus wrong and you will ask me for a list of bets to which I cannot give it to you because the casino does not have that option.

and now nothing can be done! Or is there another way?

Or why don't you ask the casino to send you the list of where I have the error they say!

because I'm sure I played it right!

Look at that money, I had it for more than a week in the casino, they couldn't find a way to do what they did until they said ma, I have to tell them that I played the bonus wrong, if I had played it wrong 3 days after I made the withdrawal (which was never confirmed) they would have realized that I played it wrong, it's more to make it clear if the money I had in my account had been played wrong, they would not have given me points to later exchange it for money, just take out the account of How much I played to have collected those positions that they even took away, they left everything at $0, it's more courage that you collect everything you collect so that they just decide not to give it to you!

It's not that I don't want to continue the complaint, it's that I know that you won't solve anything!

It's just that they show you the bets that I played badly, but I think that they won't even respond to you, so I tell you that the best thing would be to put it in a very bad reputation because it is what it deserves.

Have you asked them why they took it from me? If so just tell them to send you a picture or whatever that proves what they say! I have all the evidence you ask me for, except the list of bets, why can't I get it, only the casino has it!

Can you imagine re-betting $24 pesos for the amount of $24,000! It's crazy but I got it but for what? Just so that they don't give you anything, I don't know, maybe they put a black list where the casinos that don't really pay appear because this casino doesn't pay.

I am sure that I am right and I did it right and I can prove it to you and to them! But if you're just trying to resolve this with me, it's useless, why are you going to ask me for something that they have, that's why I tell you to ask them if it's not like that, don't really do anything, don't ask me anymore nothing until they enter the conversation.

And help itself I haven't received from you, it's just like telling you what happened and that's how it stays.

Days go by and you close the case.

Get someone of them into this case to answer the accusations

We make every effort to assist you, but it is important to note that before we can take any action on a complaint and reach out to a casino, we require thorough information from the player. Additionally, we cannot guarantee a positive resolution for all complaints. If you feel that our assistance may not meet your expectations at this point, we recommend seeking support from another platform that aligns with your needs.

Nonetheless, if you wish to proceed with this case, I would like to ask you to forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. I am mostly interested in the message that provides an explanation for the confiscated winnings. Thank you in advance.

Dear erducer12,

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.

They already did a lot to help me ☺️

leave it like that and thank you very much!

Since it seems you are no longer interested in our help, I will now close this complaint. 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.