Boo Casino - Player’s account is delayed due to verification issues.

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.

Hello,

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.

• Are there any documents in your account that are currently pending verification?
• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please explain what kind of document you sent to the casino for verification of your address?
• Have you received any communication indicating the status of your latest document submission?

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

this is the last email they sent me. I already sent them my bank statement. After that they sent me this email to ask for source of funds document.. and I send them the tax return document… which is what they ask for . Haven’t heard from them for a week. I sent them few emails for asking the process, maybe 3 or 4 times , and no respond…

Still no replies for who knows how long from casino boo, it's not much money, but the way they deal with it is totally scam!!

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

To answer your question.

1.Are there any documents in your account that are currently pending verification?

Has the casino indicated that there might be a problem with approving specific documents?

there are 2 verification they ask from me after I sent them my drivers license (which have my current address on it)

and the source of funds document.

I actually dunno what that is. So I sent them my notice of assessment which proves that I got salary from the company I worked for and how much I pay tax last year )

and my bank statement. Then there is no replies.

they just ignore me

i actually haven’t withdraw anything yet. Just I had won 1 grand and I recently moved. So I want to update my information

for further action.

once again, thank you for ur time. U guys are life savers. It’s really frustrating when u finally win something after thousands and thousands of deposit. And they just don’t give a [Redacted]

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Jehree,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Boo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Thanx Lucia,

looking forward to see their reply

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jehree,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia