BetBoom Casino - Der Rückzug des Spielers verzögerte sich aufgrund eines langwierigen Überprüfungsprozesses.

Hello. I have been using this casino for a long time, but a month ago they simply stopped paying out my winnings under the ridiculous pretext of "suspicion of fraud." This is despite the fact that after topping up my casino account, I merely placed bets on slots (even without an active bonus), yet they won't let me withdraw. I am a VIP player and have long been verified. Currently, I have two pending withdrawals amounting to a total of 6182 USD. At the end of July, there was a similar problem, but at least they resolved it within 5 days. Now my withdrawals have been pending for over a month with the status of "under review" and the chat support gives excuses that the review can take up to 180 days. Moreover, the VIP support is of no help and often outright ignores me. Please assist me.

Здравствуйте. Я давно пользуюсь этим казино но месяц назад они просто стали не выводить деньги под дебильный предлогом "подозрение в мошенничестве" это при том что после пополнения своего аккаунта в казино я просто делал ставки в слотах (даже без активного бонуса), но вывести они не дают. Я у них vip игрок и давно верифицирован. Сейчас у меня висят 2 вывода суммарно на 6182 USD. В конце июля тоже была похожая проблема, но тогда хотя бы за 5 дней её решили, а сейчас уже больше месяца висят выводы со статусом "на рассмотрении" и чат саппорт даёт отписки, что рассмотрение до 180 дней. Да и вип саппорт никак не помогает, если просто не игнорирует меня. Помогите мне пожалуйста

Dear vadikas555,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BetBoom Casino.

Do I understand correctly that you placed bets on slot games only?

Are you able to access your account and play or has your account been temporarily disabled?

When was the last time you communicated with customer support and what was it about?

Please forward any relevant communication between you and the casino regarding your account investigation to veronika.l@casino.guru.

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

Best regards

Veronika

If you take all the time I played in their casino, I sometimes bet in the eSports section on big tournaments, but mostly I played slots. At the same time, the last time after replenishing I played only slots and without an active bonus. I can log into my account. He is active. I last wrote to the support chat about 10 days ago, but there are standard answers: "Wait up to 180 days." I communicated with the VIP manager via telegram. I am sending correspondence, but it is in Russian

Если брать за все время как играл в их казино ещё иногда делал ставки в разделе киберспорта на большие турниры, но в основном играл в слоты. При этом последние разы после пополнения я играл только в слоты и без активного бонуса. В свой аккаунт я могу зайти. Он активен. В чат службы поддержки я последний раз писал дней 10 назад, но там стандартные ответы: "Ожидайте до 180 дней". Общался с вип менеджером в телеграмме. Отправляю переписку , но она на русском

Thank you very much, vadikas555, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning

2 withdrawals were made yesterday 07.11.2023 19:17

First withdrawal for $4000

Second withdrawal in the amount of $2181

We also ask you to note to Vadzim that we limit your receipt of bonuses.

In the near future, for violating the terms and conditions, you will be deprived of your VIP client status.

Veronika , you can close this complaint when the client confirms receipt of funds.

Доброе утро

2 вывода были осуществлены вчера 07.11.2023 19:17

Первый вывод на сумму 4000$

Второй вывод на сумму 2181$

Также просим вас заметить Vadzim, что мы ограничиваем для вас получения бонусов.

В ближайшее время за нарушение правил и условий, вы будете лишены статуса VIP клиента.

Veronika, данную жалобу вы можете закрывать, когда клиент подтвердит получения средств.

Hello. Got the results yesterday

Здравствуйте. Получил вчера выводы

Greetings all,

The complaint was forwarded to me, as a resolver, so I should have assisted the complainant in resolving his issue. However, as I can see, there is nothing more to deal with here.

Thank you, vadikas555, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case of any questions or other issues, feel free to let me know using my email mentioned above.

Thank you very much, BetBoom Casino team, for your quick help and cooperation in resolving the matter!

Best regards,

Branislav, Casino.guru