The player from Norway faced difficulties withdrawing his winnings of 26,300 NOK due to repeated rejections of his payment method verification documents, despite having other necessary documents approved. He felt that the casino was stalling the process, which had been ongoing since March 8, 2026, and he had provided multiple documents upon request. The issue was resolved after the player’s persistence with customer support led to the acceptance of a previously declined document showing transaction details, IBAN, and name. The complaint was marked as resolved following the player’s confirmation that the withdrawal problem was settled.
BoaBet Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: 26,300 kr
BoaBet Casino
Safety Index:Below averageCase summary
Discussion
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1 month ago
I won 26300 NOK on several different sport bets.
I startet the verifying process at once. My doucments got declined several times, even though they obviously are good enough.
ID(Passport) and adress(Utility bill) has been approved. But they keep rejecting Payment method.
I have explained that I not have the physical card right noe, but that I can sende anything else.
I have sent transactions from the bank. Also showing my name. Sent screenshot from my online bank. I asked what they needed in chat, sent excactly that, and kept getting rejected.
I was in touch with chat again today. They said they needed a document showing my Iban, name and transfer to the casino. I have sent that before and got rejected. The guy on chat said it was good enough, and promised to send it over to the verification team for me.
I can see no sign that he sent it in my account. And as said, they rejected that document before. Every time I have tried it takes up to 72 hours for them to reject it.
I have not played with bonus or freespins. There is no other account in my household/WIFI.
My feeling is they are stalling it. The process started on 8.03.2026. I have done as they asked and tried to be patience.
I can provide all kind of documents if you need.
Please help me. Best regards
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Bambasol,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.
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1 month ago
Hi. Thank you so much for your answer. I reached out since the verification dragged out in time. I was in contact with customer support (for 4th time) today and it got resolved. Im sorry, because I probably could have waited a bit more and not wasted your time. To mee it seems like bad communication internally May be the reason for the long time. In the end they accepted a document showing transaction to them, my IBAN and name, a document which they earlier declined. Again, so sorry to waste your time. If anything happening again I Will be more patient.
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1 month ago
Dear Bambasol,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila
Casino.Guru
