withdrawals were unsuccessful

nostot ei onnistuneet

Dear Markku,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you provide more information and details so I can fully understand what the issue might be? Have you completed KYC verification successfully in the past? Was this your first attempt for a withdrawal? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So the issue was that I had submitted the required documents to withdraw the winnings I had from my account. however, did they have to have that purpose.

Siis kysymys oli siit? ett? olin toimittanut vaaditut asiakirjat  jotta voisin nostaa tililt?ni pelaamani voitot  .Yritin useampaan kertaan nostoa eiv?t hyv?ksyneet pankkiin ja skrill ei toiminut ollenkaan vaikka olin sielt? tallettanut.Joten lopuksi kun eiv?t hyv?ksyneet viimeisint?k??n yrityst? nostaa160e pelasin ne takaisin koska rahoja ei olisi n?k?j??n saanut kuitenkaan,lieneeek? heill? ollutkin se tarkoitus.

Thank you very much Markku for providing all the necessary information. I will transfer now your complaint to my colleague Jozef 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.

Hello Markku.

I am sorry to hear about your negative experience with the casino. Have you successfully passed trough the verification? Could you provide us with any statement from the casino?

Not only did I make withdrawals even though the necessary documents had been submitted, I had not come across one before that.

Ei vaan laittanut nostoja maksuun vaikka tarvittavat dokumentit oli toimitettu ,enp? ole vastaavaan ennen t?rm?nnyt .Pit?k??n rahansa laitoin tilini kiinni.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

Good Day,

Upon reviewing the account I can see that the original withdrawal request was made on 24/02/2020 and was declined on the 29/02/2020 due to us not receiving the request documentation/information in time as communicated via email.

I see that the requested documents was submitted on the 28/02/2020 but there were discrepancies in the information provided when creating the account and the documents submitted. This was confirmed with the player on the 29/02/2020 but after the withdrawal request was declined. The player did then submit a new withdrawal request but actually cancelled and re-submitted this a number of times that day before playing through the funds in his account.

This was also communicated to the player via Live Chat.

I would like to point out our withdrawal timeframes as listed in our terms and conditions (https://www.boocasino.com/en/general-tnc):

We maintain a target of three (3) working days for the processing of withdrawals but may not be held liable should we take longer.

In short, we find that the player cancelled his withdrawal request and played through his funds

If you have any further questions, just let me know

Markku, could you confirm the casino statement, please? Have you already gambled the funds?

Payments are too long

Liian pitk?t on maksatukset

Hello Markku. 

Could you confirm losing your funds and the casino statement about dates? Unfortunately, the withdrawal request may occasionally take more time than it is promised, but we consider two weeks as acceptable. 
 

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your problem got resolved.

We will now mark it as 'resolved' in our system.