Hello, I want to file my complaint with the casino since it does not send me my money. According to its terms and conditions, it says that it sends in 3 business days, which have already passed a long time ago. and they don't approve my retirement or anything. I want to add that I already kyc the account, I have played without any bonus and it is my money in full. I add 3 different chats that I have had where they ask me for documents by chat but in official mail they do not ask me, also the last chat only told me that I have to wait and since I know what I should do and I shamelessly felt it without wanting to help me .

Hola quiero poner mi queja con el casino ya que no me envia mi dinero. de acuerdo con sus terminos y condiciones dice que envia en 3 dias laborales los cuales ya pasaron hace mucho. y no me aprueban mi retiro ni nada. quiero agregar que ya realice kyc de la cuenta, he jugado sin ningun bono y es mi dinero en totalidad. agrego 3 chat diferentes que he tenido en donde me piden documentos por chat pero en correo oficial no me piden, ademas el ultimo chat solo me dijo que tengo que esperar y ya que s lo que debo hacer y lo senti de forma descarada sin quererme ayudar.

Dear pscastanedab,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear pscastanedab,

Have you received your withdrawal from the casino yet?

Hello, I have not received it. I have chosen to cancel the withdrawal and make a new one to see if they take it into account.

Hola no lo he recibido. He optado por cancelar el retiro y hacer uno nuevo a ver si lo toman en cuenta.

Thank you for your reply, pscastanedab. First, I strongly recommend that you do not cancel your withdrawal as it may actually cause more delay. Certain casinos process withdrawals in the order they are received, so canceling could push your request to the back of the line.

Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account? If possible, please post here a screenshot of your withdrawal history.

Dear pscastanedab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi dear. I canceled my withdrawal but the new withdrawal still hasn't been sent to me. I have already withdrawn before and it has arrived without problems, I don't know what happens now ?? the casino does not give me a solution in the chat

Hola estimada. Cancele mi retiro pero el nuevo retiro siguen sin enviarme. Ya he retirado antes y ha llegado sin problemas nosé que pase ahora ?? el casino no me da solución en el chat

this casino will never respond they are very scammers. It's been a month and they don't give me my money

este casino nunca va a responder son muy estafadores. ya un mes y no me dan mi dinero

Thank you very much, pscastanedab, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi pscastanedab,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Boo Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's withdrawal is delayed? Could you specify if the request was already processed from your side or not?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address [email protected].

Looking forward to hearing from you!

Best regards,

Natalia

Good day all.

I would like to advise you that one of our managers sent an email request to the player for some documentation on 23rd June 2023.

pscastanedab, I saw that you have responded with the documents attached to your email, yesterday. These are with that manager, so please wait on further information.

Dear Boo Casino, thank you for the reply.

Dear pscastanedab, would you please inform us when you receive any further info from the casino manager regarding the new documents you sent to them? Thank you.

Hello, thanks for answering. Of course I will be posting the answer here when they answer me

Hola gracias por responder. Claro que sí yo estaré colocando aquí la respuesta cuando me respondan

Dear pscastanedab, have you received any updates from the casino?

Hello. So far they have not responded to me. They asked me for some documents that I have already provided even before and even so I sent them again. But they haven't answered me

Hola. De momento no me han respondido nada. Me pidieron unos documentos que yo ya he proporcionado incluso con anterioridad y aún así volví a enviar. Pero no me han respondido

Dear Boo Casino, could you please check when the player is supposed to receive any feedback from the manager that has been dealing with the document the player has sent? Thank you.

Hello Natalia I wanted to answer. Those from boocasino responded to me claiming that I connected from vpn according to to hide my identity. I'm supposed to pass the kyc there's no way to hide my identity or location anyway. I want to add that I will not deny von's login but I will defend myself. It's just that I did it accidentally since I work in a company where I have to use VPN to get into the system. And on several occasions I entered the casino to ask for my withdrawal without realizing that the VPN was on. I want to point out that when I register and when I play I never ever use VPN. These people looked for the slightest mistake to close my account and steal my money when what I did was enter to look for information about my money, all they want is that I deposited to lose but when we win they don't pay and they steal the money. I'm not the only one affected

Hola Natalia quería responder. Los de boocasino me respondieron alegando que me conecte de vpn según para ocultar mi identidad. Se supone que pase el kyc no hay forma de ocultar mi identidad o la ubicación de igual manera. Quiero agregar que no negaré que me inicie sesión de von pero si me defenderé. Es que yo lo hice accidentalmente ya que trabajo en una compa?ía en la que debo usar VPN para poder ingresar al sistema. Y en varias ocaciones entre al casino para pedir j formación de mi retiro sin darme cuenta que el VPN estaba encendido. Quiero indicar que cuando me registre y cuando jugué nunca jamás use VPN. Estas personas buscaron el mínimo error para cerrar mi cuenta y robarse mi dinero cuando lo que hice fue entrar para buscar información de mi dinero, lo único que quieren es que uno deposité para perder pero cuando ganamos no pagan y se roban el dinero. No soy el único perjudicado

Hello pscastanedab and all.

Thank you for your comments.

The use of a VPN in any circumstance in our casino goes against section 4 of our General Terms and Conditions, as shown here:

"4. User Accounts - Registration and Access

Should we find that you have registered or accessed your account through a Virtual Private Network (VPN), Proxy, hosting service or similar service that masks your IP address or manipulates the identification of your real location and/or IP address, or we detect device spoofing, we may block your account and/or withhold any winnings."

This is the reason for the closure of your account.

In order not to pay me they used any excuse. If I connected from a VPN it was by accident because I have to use VPN for my work. And for claiming my money from you I accidentally connected since you do not comply. According to their terms and conditions they also say that they pay in 3 days. Which never happened. And there, who tells you something? Nobody tells you anything when you yourself break their terms. But if they lock someone's account and STEAL MONEY just for any glitch. Here I opened a dispute because they do not send me the money, but it turns out that now they close my account because I accidentally used VPN just for. Write and ask them for my money. THIEVES 596 dollars was stolen from me rats scammers

Para no pagarme usaron cualquier excusa. Si me conecte de una VPN fue por accidente porque yo por mi trabajo debo usar VPN. Y por reclamarle a ustedes mi dinero me conecte accidentalmente ya que ustedes no cumplen. Según sus términos y condiciones también dicen que pagan en 3 días. Lo cual nunca paso. Y ahí, quien les dice algo? Nadie les dice nada cuando ustedes mismos incumplen con sus términos. Pero si bloquean la cuenta de alguien y LE ROBAN EN DINERO solo por cualquier falla. Aquí yo abrí una disputa porque no me mandan el dinero, pero resulta que ahora me cierran la cuenta porque use VPN de forma accidental solo por. Escribir y pedirles mi dinero. LADRONES 596 dólares se me robaron ratas estafadores

Dear Boo Casino, thank you for the explanation.

Could you please specify if the player was using VPN within the same country?

I understand, that it is forbidden to use VPN to disguise a location, but I wonder if the player used it being in some of the restricted countries to hide his real location and pass the block, or he stayed in the very same allowed country and his IP changed?

In case there was no fraud from the player's side (when he would try to register or play from a restricted country and would use VPN to hide the real location), then I'd like to ask you to reconsider your decision. Especially, when the player explained that it wasn't done on purpose.

If I use VPN tunnel bear and from Argentina because I work there and also Dee other cities for affiliate marketing and only with VPN I can do it.

So the conclusion is that my money was stolen because according to what I accidentally connected to VPN. That's what will happen they will steal my money. No wonder everyone burns this casino here and every day it goes into decline

Si uso VPN tunnel bear y desde Argentina xq trabajo de allá y también Dee otras ciudades por marketing de afiliados y solo con VPN puedo hacerlo.

Entonces la conclusión es esa el robo de mi dinero porque según me conecte accidentalmente con VPN. Eso es lo que pasará se robaran mi dinero. Con razón todos los queman aquí a este casino y cada día va en decadencia

Dear Boo Casino, could you please send any supporting evidence to my email at [email protected] (any screenshots, where we can see the proof of multiple accounting and what are the exact details that match, like IP address, device, gaming patterns, etc.)?

I'd also appreciate it if you can share more evidence explaining your assumptions that the documents were forged. Thank you.

I hope and they send you. Because the way it goes, their only goal is to steal the money. My money, which by the way, before withdrawing these 600 dollars, I had already lost 500, which I deposited again and recovered something and decided to withdraw. And these thieves no longer sent money. Practically more than a thousand dollars are being stolen

Espero y le envíen. Porque así como va su único objetivo es robarse el dinero. Mi dinero, que por cierto antes de retirar estos 600 dólares ya había perdido 500 los cuales volví a depositar y recupere algo y decidí retirarme. Y estos ladrones ya no mandaron dinero. Prácticamente más de mil dólares se .e están robando

Good day Natalia.

All the information with files has been sent to you, just yesterday.

Dear Boo Casino, thank you very much for your email.

Dear pscastanedab, we have received all the necessary information from the casino representative, and based on the evidence presented, we decided to close your complaint as unjustified since there have been signs of suspicious activity and creating multiple accounts connected to your account. We consider the casino's actions to be in compliance with its terms and conditions and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia