Reclamação #23 Booi Casino

Delayed withdrawal and misinformation from the casino

Por Steven D.

há 1 ano

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.

Cassino em disputa Booi Casino

Motivo Pagamento atrasado

Valor €370

Discussão

AskGamblers

• Support Team

há 1 ano

Dear @stevend33,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

stevend33

• Irlanda

há 1 ano

Casino wins, I gave up and the money is all gone. It is too late for me but I hope someone reading this might think twice before setting up an account with this 'casino'. I can only describe my experience as a form of mental torture where you cannot get a straight answer to any question from the chat operators with regard to the withdrawal.

Since 7am this morning I did everything possible to get this money paid - I set up an account with 'much better' then they told me I couldn't withdraw with it unless I made a deposit. I didn't have money to make a deposit - because of them! You can even see what they advised above - you can use neteller but they don't mention I would have to make a deposit first. I was told to use crypto but I have no idea about crypto. Why couldn't they simply provide the option to withdraw through myfinity - the same method I had used for my deposits. I spent hours yesterday on the farce that was the SEPA payment - it was never ever going to work just like the bank card payment didn't yet I was made jump through extraordinary hoops to verify my bank account.

They keep reversing the money back to your account - in the hope that you do what I did, and play it all down. The only logical conclusion about this casino is that it's a scam. I have no idea how they have managed to obtain and retain a licence - I find this incredible. I will take some comfort from the fact that they will never get another cent from me as I will close the account. I am left with the feeling that they achieved what they set out to do here, to avoid paying my winnings. It's scandalous, it shouldn't happen but it does and it will happen again but hopefully someone will read this and take notice.

stevend33

• Irlanda

há 1 ano

I don't have Skrill, Neteller or Cryptocurrency. I have MyFinity - I do not understand why this is not an option to withdraw - It's the same method I use for my deposits! Are you saying my pending withdrawal to my bank has actually failed now?

Booi Casino

• Representative

há 1 ano

Hello dear Steve,

Sorry for the inconvenience, but I am sure we can resolve this case really quick.
At the moment we can offer you to withdraw your winnings to Skrill, Neteller or Cryptocurrency.
Please get in touch with our support team for all further steps.

Best regards,

Raio-X do Booi Casino

Resolvido 8 / 8

Valor médio $3,424

Duração média da reclamação 6 dias

Resposta média 2 dias

Booi Casino Reclamações

Veja todas as reclamações deste cassino

Problemas com a verificacao

Prezado suporte ASKGAMBLERS,

Vou tentar esclarecer melhor o problema desta vez:

Entendo perfeitamente a necessidade da verificação "KYC", e quero esclarecer que minha reclamação não é em relação a necessidade da verificação e nem em relação ao procedimento ou fotos que o casino está solicitando, apesar de eu acreditar que o tipo de foto que estão solicitando impõe muito trabalho para o cliente conseguir obtê la inclusive utilizar mais de 2 dispositivos na hora de fazer a foto e também o auxílio de terceiros, e se observarmos que a maioria dos processos de verificação “KYC” inclusive de instituições financeiros se dão de maneira rápida e através de um processo que permite que o usuário seja capaz de concluí lo sozinho, podemos concluir que talvez este método seja desnecessário ou ainda mesmo abusivo.

Retornando a questão de minha contestação, Gostaria de informar que no presente momento o único documento físico que eu possuo é a minha carteira de identidade (ID), Já a carteira de motorista (CNH) possuo apenas na sua forma digital que é viabilizada através do aplicativo disponibilizado pelo governo brasileiro chamado “CARTEIRA DIGITAL DE TR NSITO” inclusive essa carteira digital de trânsito é válida como documento oficial e é aceita por qualquer tipo de autoridade policial ou pública. Estou solicitando a ajuda de vocês pois no momento que comuniquei ao casino que só tinha a versão digital da CNH e perguntei se poderia utilizá la para concluir a verificação fui informado pelo suporte que o casino aceita apenas documentos físicos e que não aceitam documentos digitalizados (Como podem ver no print da conversa com o suporte), porém esta informação não está de acordo com os termos da "POLÍTICA AML E KYC” do casino e que estão disponibilizado no próprio site do casino como podem constatar nos prints enviados, onde tais termos afirmam que : “... Os documentos são considerados apropriados se forem cópias digitalizadas do seu cartão de identificação, passaporte, carteira de motorista e quaisquer contas de serviços públicos,,," e apenas ressaltam nestes mesmos termos que as cópias devem conter uma identificação com foto e devem mostrar claramente seu nome completo, data de nascimento e ter uma data de validade do documento válido…, e afirmo que todas estas informações estão disponibilizadas claramente na CNH DIGITAl.

Contudo, na tentativa de solucionar essa questão da verificação, eu optei então por usar meu documento físico, que é a minha carteira de identidade (ID), portanto enviei fotos da mesma ao casino, e então me informaram que eu deveria enviar uma " foto do documento perto do rosto no fundo do seu perfil aberto no site do cassino, onde seu login será visível...", porém quando enviei esta foto o casino novamente fez mais uma exigência, solicitaram que eu refizesse a foto, só que dessa vez com o documento aberto (Quero observar que conforme os termos do casino, não existe nada relacionado a esta solicitação sobre a necessidade de se enviar foto do documento aberto, apenas afirmam que: “... se período de validade estiver indicado no verso do documento de identidade, também deverá ser incluído.” ) todavia o documento (ID) no formato atual é válido até 28 de fevereiro de 2032, conforme está disponibilizado no site do governo federal brasileiro pelo link https://www.gov.br/economia/pt-br/assuntos/noticias/2022/julho/nova-carteira-de-identidade-nacional-ja-esta-disponivel-para-a-populacao-do-rio-grande-do-sul, (portanto o documento não possui data de validade no verso, logo na há necessidade do verso ser incluido), Todavia eu enviei a foto da frente e do verso da carteira de identidade, porém o casino continua afirmando que eu devo enviar a foto do documento aberto ao lado do rosto (apesar de eu já ter lhes informado sobre a impossibilidade de se abrir este documento).e caso contrário eles não realizarão o desbloqueio/verificação da conta.

Outra questão que gostaria de pontuar é que no momento do bloqueio de minha conta (Dia 06/01/2022, como podem ver no print enviado) onde solicitaram a verificação da mesma, o meu saldo era de R$ 441,75... porém como podem ver nos prints o saldo atual é de R$ 141,75.
Visto que com o bloqueio da conta eu fiquei impossibilitado de jogar no casino e realizar qualquer tipo de saque ou transação, podemos portanto concluir que obviamente o saldo de R$ 300,00 foi removido de forma arbitrária pelo casino.
Gostaria de um esclarecimento por parte do casino do porque removeram R$ 300,00 de minha conta... e caso necessário, a reposição dos R$ 300,00.

Espero que tenham compreendido corretamente a situação agora.

Peço que por favor me auxiliem na tentativa de solucionar esta questão!

Agradeço desde já!
Atenciosamente

Resolvido

Refusal to withdraw funds and impossible to verify

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.

Resolvido

$152

Delaying my withdrawals

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.

Resolvido

€916

KYC verification

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.

Resolvido

€20,000

Verification documents rejection

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.

Resolvido

€2,198

I cannot withdraw and investigation is pending for weeks

I cannot apply for a withdrawal.

When I try to apply for a withdrawal, it says "Please use all your free spins before applying for a withdrawal.

Below are the games that still have free spins left". The game specified is "Cornelius". However, when I open the game, no free spins have been triggered. When I inquired about this, they said they would investigate. However, several weeks have passed and the problem has not been resolved. In the meantime.

I have chatted with them several times and they said, "We are currently investigating and the problem has not been resolved. Please be assured." I was told. Frankly, I am not reassured. Please help me resolve this issue as there seems to be no progress.

We also possess images of the evidence.

Please give me your email address if you need it.

Resolvido

Welcome bonus not credited

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.

Resolvido

Delayed payment of C$2,811

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.

Resolvido

$2,811