Complaint #53 Boo Casino

Casino not paying withdrawal of 500 EUR

By Andy K.

2 years ago

Message on forum

I have been playing for some time now since 2021 in Boocasino.

Doing multiple deposits and never won anything until last Monday 01.01.2024.

So I made withdrawal of 500 euros, was told to send documents which I did. Immediately on Tuesday 02.01.2024 I was told that documents has been approved and are ok and my withdraw will be approved in 2-5 days.

It's been 7 days already now and customer service telling me that wait is over soon but nothing ever happening the withdraw just stays in pending status.

Disputed Casino Boo Casino

Reason Delayed payment

Amount €100

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

sturmoneee

• Finland • 2 reviews

2 years ago

Thanks, I received money to my account today. case resolved.

Boo Casino

• Representative

2 years ago

Dear Sturmoneee,

First of all, we would like to thank you for playing at BooCasino for so long and congratulations on your winnings!

We have had a look at your account information and can confirm that your new withdrawal for the maximum allowed amount of 100 EUR is currently in process. You will be informed via email as soon as all checks are completed from our side and the payout has been initiated.

Here we would like to advise that withdrawal requests are handled manually and are subject to several layers of processing and approval, especially when the source of winnings involves bonus funds. As outlined in section 9. Withdrawal Requests in the General Terms and Conditions of the casino (https://www.boocasino.com/en/tnc)
[...]
- You may request a withdrawal from your existing balance provided that all terms and conditions have been met. Before approving your withdrawal request, we will review your game play for any deviation from these Terms and Conditions, and the terms and conditions of any relevant bonus.
[...]
- We maintain a target of three (3) working days for the processing of withdrawals but may not be held liable should we take longer."

We understand that waiting can be frustrating and we can assure you that we aim to process withdrawal requests as soon as we are possibly able. Your patience and cooperation on this matter are highly appreciated.

Best regards,
bCasino

sturmoneee

• Finland • 2 reviews

2 years ago

Ok seems like my first withdraw was rejected because there was 100 euros max cashout but i dont think it has to take another 2-5 days again when the 100 euros withdraw was automaticaly accepted via boocasino payment team after they cancelled the 500 euros withdraw. So now that 100 euros withdraw is in pending state again.

Boo Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $1,396

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Boo Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 6 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Boo Casino Complaints

See all complaints for this casino

Pending cashout

I have had a pending cashout from my verified account since 06.06.2026. The issue seems to be that my bank is Revolut and they perfectly accepted deposits over 500 euros from same bank where my cashout was requested. Since then, I explained my situation that I am living in Finland and have to move a lot and I have multiple homes in all of Europe. And I use national bank Revolut that has legal base in Finland. Boo casino team accepted my situation and now over two weeks they have responded to me with the same email. That my request is under review and they already have it ongoing. The reasonable time matter is now on. Please help me to get this solved. Are they paying me or not. I can move on then and either play more in Boo casino or find another provider. Thank you

Resolved

€299

They give insufficient information about my account

I have had an account on Boo Casino, but their support claims otherwise. I cannot create an account on their website, because my email is already in use. Boo Casino claims that I do not have any account despite it clearly being the case. I have also asked for any possible support contacts made using this email, which they claim there is none. I ask for help in making sense of the situation, as my email clearly is in use on their site.

Resolved

Delayed payment of €4,891

I made a withdrawal on the 16th of February for 4891€. I uploaded all the files, recived a call for Know Your Customer. Thats all sorted, im texting the support every day but im not getting any straight answer when im getting the money. They said everything looks ok with my statements and ID, i just need to wait. Its over a week now and still no sign of the money. Its impossible to reach them by phone, and nobody replies to emails, the only place is live chat.

Resolved

€4,891

Will not tell me when I will be receiving payment

I submitted my initial request on February 15th and have been told I am verified but no one at the casino in an active chat window can give me even an estimate payout date.

I emailed their support staff and vip support staff 2 times in the last 3 days and requested through chat that someone contact via email and nothing yet.

I have had agents close the chat without giving me any information regarding my query at least 2 times. I would just like a straight answer

Resolved

$4,400

Being ignored, they refuse to respond

I wanna start off with Ive spent boo casino about 40 emails due to my ability of not being able to sign in to the casino. One day It was working great, the next it wasn't any longer.

I tried changing the password at least 8 times, still its wont allow me to log in. And u cant speak to many 24/7 supports because I cant log in. You cant speak to the support unless you're logged into your account, but they already know this also moving forward!!

So I began sending email probably each day for the first few weeks. I'd immediately receive the message stating that my email was in fact received! And yet not one reply! Up till I posted a complaint on a site (sorry I don't recall exactly which one!) they responded with "speak to online support get them too send you a password reset", in which my reply was "I cant speak to support unless I'm logged in, but u know that already" and I haven't received an email back and I've prob sent another 10 emails since there one reply once again.

Resolved

Free Spins and withdraw

I got free spins to my email it was 1.12. I played my first spin 01/12/21 13:17 proofs here: ( https://gyazo.com/7cd865108ff55b26da0441e1b8df4cd3 ). I made my first withdraw 01/12/21 18:46 proofs here: ( https://gyazo.com/00100e35565ac2db6b0ec88c14cd5ffb ). I received the next day a message that my withdrawal has been canceled because the minimum withdrawal is 50. Its okay i went to play more. 02/12/21 23:39 was next spin. proofs here: ( https://gyazo.com/738bff8677113fd79e4168ab7b4338e3 ). My last spin was 02/12/21 23:49. proofs here: ( https://gyazo.com/a3c0061b91a6f79bb7de2ef1ab642b34 ). I made my 80e withdraw immediately after that last spin. And today 06/12/21 10:21 they told my withdraw has been cancelled. proofs here: ( https://gyazo.com/2a96d29f7dffa0ff98f7566bb6ec4cb2 ). They said they offered bonus 29th november and i have 1 week to play and withdraw the funds. proofs here: ( https://gyazo.com/027cbfc47e754dcdd7d5793145314b14 ). I played and withdraw before a week, but they deliberately delayed my withdraw that it took more than a week. I'm really disappointed that they dare to do this. It was only 80e withdraw but that was big money for me.

Resolved

€80

Delayed payment

i have deposit on boo casino and use bonus and play and win. on 10.02.2020 i send a withdrawal request and they must verified my identinty. this i undrestand and all is ok. identity verified and withdrawal request approved on 14.02.2020. since I didn't have the money on my card today, I contacted the Support Center. They told me they had some withdrawal problems, but they couldn't tell me when it would solve or when I would send me the money. I think 9 days to withdraw money and verify your identity is a bit much. Finally, they still haven't sent them to my card. . I don't want to make any problems for anyone but I don't think it's fair at all.I saw the casino on your site and it seemed okay. but I see that dealing with customers is disastrous. Waiting for a selection of 9 days and after 9 days they will tell you that you have to wait, but do not know how much. I think the rules in the casino apply to both the casino and the gambler. I will understand the delay of 1-2 days but I do not understand that the casino solves one problem I do not know since and does not know when to solve it. And the problem I think is essential, it pays to win players. why, for example, do not have a problem in the deposit but only with a withdrawal. ???

Resolved

€2,000