Hello! I won at this casino while playing Dog House, hit a big win, and for half a year, my withdrawal request for 1000 rubles has been pending. My balance is stuck at 94 thousand rubles, and support is ignoring me. This casino is terrible; I don't understand who they are even paying money to. After half a year of waiting, I've given up on support in the chat.

Guru, please help me.

Здравствуйте! Выиграл в этом казино в собаках, поймал занос, полгода висит заявка на вывод в 1000 рублей, на балансе зависло 94 тысячи рублей, поддержка игнорирует. Ужасное казино, не понимаю, кому вообще они платят деньги. Через полгода ожидания я уже сгорел на поддержку в чате.

Гуру помогите, пожалуйста.

Dear kirkelli15,

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 the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Hello!

1. There was one conclusion, a long time ago, when I was still getting to know the casino (I was betting there then). Then they added slots from Pragmatik, I spent almost the entire balance and on the last 600 rubles, I caught a good bonus and won 93 thousand.

2. Verification is not required.

3. Using your balance

Здравствуйте!

1.Один вывод был, очень давно еще на стадии знакомства с казино(я тогда там ставил ставки). Потом они добавили слоты от прагматика, я всадил почти весь баланс и на последние 600 рублей, поймал хорошую бонуску и выиграл 93 тысячи.

2.Верификацию не требуют.

3.С помощью своего баланса

Thank you very much, kirkelli15, for providing the necessary information. 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 kirkelli15,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Boompari Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request that was placed on 26.02.24? What is the reason for such a withdrawal delay?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected]

Kind regards,

Natalia

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.

Hello. The complaint has been accepted for consideration. We can say in advance that there were questions about the account regarding sports betting

Здравствуйте. Жалоба принята к рассмотрению. Предварительно можем сказать, что к аккаунту были вопросы по ставкам на спорт

What questions could you have about sports? Even if they were, I have long lost everything and the last win was in Pragmatic Dog House.

Какие могут быть у вас вопросы по спорту? Даже если они и были, то я уже давно всё проиграл и последний выигрыш получил в Pragmatic Dog House.

Dear Boompari Casino, I will extend the timer for another week, hopefully, we'll hear more details from you in this timeframe.

If there is any supported evidence, feel free to send it to [email protected]

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 kirkelli15, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia