I cannot withdraw and investigation is pending for weeks

Hi team,

Hoping raising this issue will lead to a resolution.

I've made many deposits with BOOI since March 2023 but this is the first time requesting a withdrawal.

I submitted a withdrawal request for 370 euro yesterday at 14:19 p.m.

According to BOOI's terms and conditions, withdrawals are processed within two hours:

11.9 Withdrawals are available 24/7. The payment schedule may vary on public holidays. Processing the withdrawal application takes not more than 2 (two) hours from the time of placing the withdrawal.

My withdrawal has not been processed yet - almost 24 hours later.

I contacted chat and was advised that 'there are difficulties on the part of interbank systems, due to which transactions are delayed. Your withdrawal is being processed, the waiting time may take up to 96 hours'.

I was also advised the following: 'Please pay attention to the notification in the “Cashier” section, that there are technical delays on the side of banking systems. We recommend using PIASTRIX and e-wallet (trc20, erc20) to make deposits/withdrawals.'

However, there is no such notice in the cashier section and when I pointed this out (twice) to the agent, my concerns were ignored and he did not address this. If such a notice existed, I would possibly be inclined to give the casino some leeway but I see no evidence that what I am being told is true.

At this point I became concerned due to the misinformation and the breach of T&Cs with regard to payment times so hoping you can help get this resolved.

Good afternoon.

This casino does not pay out winnings of 14825 rubles (152 USD). Requires additional verification. Refuses to name the point of the rules that reflect their requirements for the content of the photo to confirm the account. They ask you to hold your passport with one hand, a second phone with an open profile page on the website, and with a third hand to take a photo on another device.

In addition, they require a screenshot from a crypto exchange with the wallet number and full name of the owner, but one page containing both the identification number and full name does not exist in nature. They refuse to accept the photos that I send them, citing quality, although everything in the photo is readable. I am ready to provide them to you. Before this, the account was verified and I played there for about 5 years. I have all the screenshots.

The iPhone 13promax camera cannot focus on three objects at once: a passport, a face, or a computer screen (which has its own frequency different from the camera).

The casino refuses the offer to make a video call and go through video verification.

Hello, I registered at Booi Casino and won. The first withdrawal went smoothly within 2 hours after I verified my account.

After that, I made another withdrawal, specifically 66.33 EUR and 850.00 EUR. Although these were submitted only a few hours later, the promise of a withdrawal within 2 hours was not kept. When I inquired in the live chat, I was simply told that there was a delay due to the payment processor. It's quite strange that the smaller withdrawal went through immediately, but there are immediate issues with the larger one... I will attach screenshots.

Hi! I've tried to get my casino profile verified at booi.com, but none of my photos are accepted. I've been told every time that they've been blurry/low quality. Once I even was told that my photos are edited, which is not the case since I do not even own any kind of photo editing software. The photo in this case is ''a picture of ID-card in line with your face''.

The photos have been taken with iPhone 11 Pro Max's front camera in a well lit room. Which still has good enough quality to today's standards.

I've tried to resolve this issue with the booi.com customer support via onsite chat and email without any progress.

I have attached photos as evidence below.

I won 2198 euros on booi casino in the beginning of December. I was asked for many selfies and various documents. I have submitted everything. I am a resident of Finland. I have ID, proof of address and I pay taxes in Finland. But I am also a citizen of Russia. Casinos asked for my 2nd document and I submitted my international Russian passport. After that they asked for my local national Russian passport. I’ve been living in Finland for years 20 years. My old local national Russian passport was lost long time ago and I have to return to Russia to get it. I have no plans of going back to Russia. I was playing from Finland, submitted all of my Finnish documents for verifications, and they ask me for documents which are completely unrelated to Finland which I can’t submit because I live in another country.

Dear askgamblers team please help me to resolve this issue!

P.S. I also provide screenshots as proof of this request. And I translate them into English for your convenience.

I had activated the deposit bonus before I made a deposit which is within the bonus limits. The bonus wasn't credited. When I reached out to support, the first person told me to wait for an indefinite time so that the technical team could fix it. After a few hours I reached out again to get an update and the customer rep told me that I had not activated the bonus before making a deposit (which is false, chat logs in attachment). I have checked the bonus terms multiple terms to ensure I qualify for this.

I am a long time AskGamblers community member and always rely on reviews to guide me when it comes to deciding on which online casino to play at.

Booi Casino had many positive reviews and, more importantly, offered withdrawals by Interac and the pending time was an attractive 0-2 hours.

With this information in hand, I decided to play at Booi Casino and made a deposit through Interac with no Bonus Taken.

After a bit of luck, I was fortunate enough to win a bit of money. I confirmed my email address, cellular telephone number, and provided my Passport and Debit Card for verification.

With everything in order, I proceeded to make my Withdrawal request for $2811 CAD via Interac. It was relatively smooth sailing in the beginning as the 0-2 hours was on the mark but, unfortunately, the Withdrawal is stuck in “Processing” status ever since.

I have been very patient and contacted Booi support on 2 occasions but their response is simply that they are encountering Technical Issues and no time line can be given as to when the Withdrawal will be completed on their end.

It is 2021 and when a Customer plays at a casino, makes a deposit, and loses; they say thank you and walk away. If a customer is lucky enough to win, verify their account, and requests a Withdrawal; they should expect to receive their winnings according to the casino’s advertised terms.

AskGamblers, I really did not want to escalate this matter but, as I really do not see the light at the end of this Withdrawal Tunnel, I am forced to seek your assistance in resolving this matter. I have faith in this open forum process and I thank you for your involvement.