Kazaboom Casino - Player’s winnings have been reduced.

Hello casino guru all right, I came to make another complaint but now from this kazaboom casino, I deposited 26 reais and won 300 reais, to withdraw I needed to confirm the account, then I contacted support and they confirmed my account, when I went to request the withdrawal and I chose the withdrawal option by another method , then I put 100 reais of withdrawal there it gave the message no method configured and I discount the 100 reais leaving me with only 200 reais , the casino claims that it only had 200 reais , but I have a video and a photo that I had 300 reais, they discounted 100 reais from me and they don't want to give it back, I can send the video and the photos proving that I had 300 reais, I ended up requesting the withdrawal of the 200 reais that they left so as not to take the risk, but I want my 100 reais back , because I didn't play and I didn't lose the 100 reais , they just discounted the 100 reais without any explanation , it took away my live chat too

Dear tiagrim,

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 accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I got a bonus of 100% part of the 300% first deposit, but in the bonus tab it was written that there was no maximum bonus limit, the winnings were unlimited, I asked the live support and they simply took away my live chat.

And my user in the casino I put wrong here, the right user is

Ti********20@gmail.com

I had to change the email to confirm the account because in the one I told you the code was not arriving

Thank you, tiagrim, for your reply. Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino directly, please?

I just sent you a video by email, can you check if it arrived for you?

Thank you very much, tiagrim, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok

Hello tiagrim,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Kazaboom Casino to join the conversation.

Dear Kazaboom Casino,

Can you please provide some information on why the player's winnings were voided?

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 tiagrim,

I was able to get in touch with the casino. Can you please confirm your Kazaboom Casino login or player username as well as the email address that you used for registration? 

Hello Tiagrim,

We heard about the issue you have with kazaboom.

Apologize for the delay of receiving your winnings.

Please sent an email to vips@kazaboomvip.om with your request of withdraw, they will ask you the required information and documents, and they will take care of the handling of it.

Thank you for the response, Kazaboom Casino.

Dear tiagrim,

Please contact the casino directly at vips@kazaboomvip.com and they should be able to handle your issue.

Please let me know once your issue is resolved or if you need any further assistance.

I just sent them a message, I'll wait for them to answer me.

OK, tiagrim. Please let me know later if you managed to solve the issue with the casino or if you need any further assistance.

It's been 3 days since I sent the documents by email and I still haven't received my withdrawal..

Dear tiagrim,

I would like you to please understand that KYC and AML are very important and essential processes and they take a bit of time to be completed. I would kindly ask you to be patient and wait for the security check to be completed.

I'm sure the casino will let you know once the checks are completed or if they need any further information from you.

Hello casino guru, the casino only paid me the 200 reais and does not want to solve my problem, I had 300 reais and not 200 reais, it is saying that I only had 200 reais, pure lie, I had 300.15 reais, bunch of thieves, they lose of time, terrible casino, the only one that robbed me, here's the tip, don't play in this casino, because if you win they will take some of your profits, I play casino on several platforms, all the problems I had were solved and paid me That's right, this kazaboom is a beast, I told them to investigate and see where my balance ended up, I told them to look at the history, I sent them a video and they still refuse to help me, that's called a gang of thieves..... you can take these 100 reais for you kazaboom, I won't miss it, but for you it will, many customers won't play at the casino because of my complaint gang of thieves...

Dear tiagrim,

I have been informed by Kazaboom Casino that you have been paid the amount you submitted in your withdrawal request. Your withdrawal request was for 200BRL and you have received 200BRL. You have been informed about this by Kazaboom Casino via email as well so I don't quite understand why you were awaiting 300BRL. Is the 100BRL still in your casino balance or have you played with it and lost it?

They discount the 100 reais, I had 300 reais, but you can leave it to these thieves, my balance was 300 reais, I didn't play and I didn't lose, they want to take 100 reais, but you can leave it to them, I won't miss it, gang of thieves and you still believe in them, thank you guru my case was not solved....have a great day, you can leave this 100 reais merchandise, I don't miss it, they are thieves.....

Dear tiagrim,

I'm sorry, but I don't fully understand what happened to the 100BRL you are mentioning. Has the casino charged you the 100BRL as some kind of a fee or was the 100BRL deducted because there was a maximum win cap on the bonus or what do you think happened? Can you please clarify that?

They simply cashed 100 reais for no reason, I just checked the phone and email and they cashed 100 reais for no reason, and the casino claims that I only had 200, I sent the video to you and them showing that I had 300.15 reais, I asked them for the game history and they didn't give me the history.... I had 300.15 reais, I didn't play and I didn't lose, they think I'm stupid to accept what they want, tell them to show my game history???

Dear tiagrim,

From the information, I have received from Kazaboom Casino there was no deduction of 100BRL made.

I'm awaiting an answer about the game history from the casino, but for now, I can't confirm what has been done to the 100BRL. As I mentioned before your withdrawal request was for 200BRL and you have received 200BRL.

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.

You can close this complaint, the casino gave me a bonus of 100 reais instead of the 100 reais that I discounted, I even lost that bonus already, but I thought it was unfair on the part of the casino, giving a bonus of 100 reais instead of the 100 reais, my real, but You can close the complaint, I was at a loss and I do not recommend the casino, have a great day

Dear tiagrim,

I'm sorry for a bit delayed reply. I understand that from your point of view, your issue has not been fully solved, however as I have mentioned before the casino representative informed us that there were no deductions from your balance. You have received the 200BRL as you requested in your withdrawal. The casino has offered you the 100FS as compensation (at least it looks like some kind of compensation) that you have accepted and played over. This forces us to believe that the casino has acted fairly and as you have accepted the offer the issue has been sorted.

From your point of view, we consider this complaint to be resolved.

I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal