BetBoom Casino - Retirada do jogador atrasada.

On July 13th, I made a deposit of 3,000 reais. Fortunately, I was able to win, so I requested a withdrawal of 7,000 BRL on the same day. However, the withdrawal has not yet been approved.

Firstly, after I sent the withdrawal request, I was asked to provide credit card details as part of the identity verification process. I submitted the required photos, but they were rejected.

Next, I continued to communicate with the support team and submitted the documents as instructed. But, after a few days, all I received was a rejection notice.

On July 17th, I was instructed via email to send a screenshot of my payment account with the credit card, which I did.

Since then, more than six days have passed, and I have not received any further communication. I sent a status inquiry email three days ago but have yet to receive a response.

I request your assistance in processing the withdrawal of my winnings.

No dia 13 de julho, fiz um depósito de 3.000 reais. Felizmente, consegui ganhar, então solicitei um saque de 7.000 BRL no mesmo dia. No entanto, a retirada ainda não foi aprovada.

Em primeiro lugar, depois que enviei a solicitação de saque, fui solicitado a fornecer detalhes do cartão de crédito como parte do processo de verificação de identidade. Enviei as fotos necessárias, mas elas foram rejeitadas.

Em seguida, continuei a me comunicar com a equipe de suporte e enviei os documentos conforme instruído. Mas, depois de alguns dias, tudo o que recebi foi um aviso de rejeição.

Em 17 de julho, fui instruído por e-mail a enviar uma captura de tela da minha conta de pagamento com cartão de crédito, o que fiz.

Desde então, mais de seis dias se passaram e não recebi nenhuma outra comunicação. Enviei um e-mail de status há três dias, mas ainda não recebi resposta.

Solicito sua ajuda para processar a retirada de meus ganhos.

Hello boxaka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetBoom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Nick

Good afternoon

The client had problems with the quality of the photos.

At the moment, we are expecting a selfie from him with the document he originally sent.

As soon as he sends us this document, we will be ready to urgently consider his withdrawal of funds.

Best regards, BetBoom team

Nick

Добрый день!

У клиента были проблемы с качеством фотографий.

На текущий момент, мы ожидаем от него селфи с документом, который он изначально прислал.

Как он пришлёт нам этот документ, мы будем готовы рассмотреть в срочном порядке его вывод средств.

С уважением, команда BetBoom

Dear boxaka,

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.