BOHO Casino - A retirada do jogador está atrasada devido a problemas de identificação.

I made a withdrawal today, January 19, 2024, of 20 Euros from Boho Casino. I had gone through the entire verification process, and the first time, before I made a deposit, they sent me an email stating that my document was not approved because my identity proof was out-of-date. However, I had just updated my identity proof on April 18, 2023 - less than 6 months ago - so it couldn't possibly have expired. I contacted customer support, and they resolved the issue, confirming that my identity proof was accepted and approved. However, after I deposited 20 Euros and tried to make a withdrawal, they cancelled my withdrawal, claiming that my identity had expired two times! I have provided all of my documentation. I'm married and the bills are under my husband's name. I've already sent in proof of payment, bank statements, and my identity document - and still, there's no sign of my withdrawal so far.

Fiz um Levantamento Hoje dia 19/01/2024 de 20 Euros no Boho Casino, eu fiz toda a minha verificação e na primeira vez antes de depositar eles me mandaram um email dizendo que meu documento não tinha sido aprovada por quer a minha identidade estava vencida, sendo que tirei minha identidade dia 18/04/23 menos de 6 meses e eles disseram que estava vencida, chamei o suporte e eles resolveram e disseram que tinha sido aceita e aprovada, depois que depositei 20 Euros fui tentar sacar eles cancelaram meu saque e disseram que minha identidade tinha sido expirada duas vezes!!! Já forneci toda minha documentação, sou Casada! As contas estão no nome do meu marido já enviei comprovante de pagamento e extrato bancário e minha identidade..... e até agora nada do meu saque

Dear grecekellysilva17,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BOHO Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please confirm the Neteller account you deposited with is under your name?
• Could you please share the email you received from the casino detailing why your documents were rejected?
• My email is tomas@casino.guru

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

Yes it is in my Neteller account

Sim está na minha conta Neteller

It wasn't 20 Euros it was 100 Euros Withdrawal I made a mistake

Não foi 20 Euros foram 100 Euros de Levantamento cometi um engano

I am sorry for any confusion, I adjusted the amount to 100€

Are there any documents that can serve as proof of address that are in your name?

Send me the recent correspondence between you and the casino where you discuss the issue to my email at tomas@casino.guru

Dear grecekellysilva17,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.