Bof Casino - Pelaajan kotiutus on edelleen viivästynyt.

Hi,

I won on bofcasino the 24th October and was asked to upload some documents in order to withdraw my winnings. I got my account fully verified on 25th October.

I submitted my withdrawal on 27th October, but it’s still not processed.

I have contacted their live chat multiple times, and they only tell me that there’s nothing I can do except wait. They provided me with an email address to contact the relevant department, which I did on 4th November, but I have still not received any reply.

It’s now been over two weeks without any update or progress on my withdrawal request.

Please help me resolve this issue.

Thank you,

Livi

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.

Dear livifroiland,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from this casino before?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hi Veronika!

Thank you so much for reviewing my case. I was so excited when I won and the more time that passes the more worried I am getting that this site is not legitimate.

Regarding your questions.

1) I have not made any successful withdrawals. My first and only withdrawal is still pending since 27th of October.

2) I played on slots. No live-casino or sportsbetting.

3) I did recieve a deposit bonus. I deposited 175€ and recieved 175€ in bonus money.

I also wanna mention that I have read the terms of conditions on this site and I have followed the rules of the promotion I recieved. Bofcasino hasn't given me any indication that there is something wrong only that they have been reviewing my withdrawal for such a long time. As I mentioned my account is fully verified and they were very quick in doing so. I don't understand how it can take 1 day to review all the documents I sent but over 2 weeks to approve my withdrawal.

Again thank you for helping me with this. It feels alot better knowing I have some professionals helping me out.

Livi

Dear livifroiland

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, Barbora (barbora.p@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,

Veronika

Hello livifroiland,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear livifroiland,

I have attempted to contact the casino multiple times, but unfortunately I have not received any response. Without cooperation from their side, there is very little more we can do. I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints negatively affect the casino’s rating on our website, which may eventually encourage them to improve their approach. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

Since the casino does not display a license badge in the footer of its website, I recommend trying to reach out to the Anjouan Gaming Authority using their contact form at:

https://anjouangaming.com/contact/

Even though this page is not specifically designed for dispute submissions, regulators often have additional tools and authority to assist players in such cases, and it is still worth contacting them.

For general guidance on how to communicate effectively with regulators, you may find useful information here:

https://casino.guru/submitting-complaints-to-regulators

If you need help preparing your message or receive a response from the authority, please feel free to email me at barbora.p@casino.guru. I am truly sorry that we could not achieve a more favorable resolution this time.

Best regards,

Barbora