BetBoom Casino - El jugador aún no ha recibido las ganancias.

I created an account with Betboom two months ago, and for my first withdrawal, the transaction was approved in 5 minutes and I received the money instantly. However, the next time, when I tried to withdraw a larger sum, it's now been two days and the money has not arrived. According to the operator, I need to wait another 24 hours. After this waiting period, I wrote again and they extended the time to 5 business days. They responded with a lacklustre commitment and lack of seriousness, saying these are the new withdrawal policies.

Cree una cuenta en Betboom hace dos meses y ,en mi primer retiro, se aprobó la transacción en 5 minutos y tuve el dinero de inmediato. La siguiente vez con una suma más fuerte solicité retirar y ya van dos días que no llega el dinero. Según la operadora, debo esperar 24 horas más. Luego de la espera, volví a escribir e incrementaron el tiempo a 5 días hábiles y responden con una actitud de poco compromiso y seriedad diciendo que son las nuevas políticas de retiro.

Dear jeanpierresg1999,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, good afternoon. After 5 business days of withdrawal, they canceled the transaction saying that there was an error in the withdrawal data I entered, which were exactly the same as the ones I withdrew the first time. I sent the request again and again they told me to wait five business days, they have already passed and the transaction is still "in process" and when I requested help they told me that they cannot do anything when the transaction is in process and that they can do next time I want my money quickly, withdraw through cryptocurrencies, something I have never used nor do I have any accounts for.

Hola, buenas tardes. Pasado los 5 días hábiles de retiro, me cancelaron la transacción diciendo que hubo un error en los datos que puse del retiro, los cuales fueron exactamente los mismos en los que retiré la primera vez. Mandé de nuevo la solicitud y de nuevo me dijeron que espere cinco días hábiles, ya pasaron y la transacción sigue "en proceso" y al solicitar ayuda me dijeron que no pueden hacer nada cuando la transacción se está en proceso y que si a la próxima quiero mi dinero rápido, retire mediante criptomonedas, algo que nunca he usado ni tengo cuentas de aquello.

Dear jeanpierresg1999,

Have you received your withdrawal from the casino yet?

Good afternoon To withdraw funds, you enter incorrect wallet information.

There are currently no funds in your account.

09/29/2023 you made large bets and after that your account was completely empty

Добрый день! Для вывода средств вы вводите неверные данные кошелька.

На текущий момент на вашем счета средств нет.

29.09.2023 вы совершали крупные ставки и после этого ваш счет был полностью пустым

Invalid account number: The checkpoint invoice format does not match the specified account type.

Неверный номер счета: формат счета КПП не соответствует указанному типу счета

Dear jeanpierresg1999,

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.

I waited three long weeks for my money to be withdrawn but they always canceled the transaction after each week. The first time the withdrawal was fast so I know how to withdraw properly and I entered the data correctly. As the page states, faced with the impotence of never receiving my money, I just decided to spend it all on any bet and never again use that page of scammers who do not return the money.

Esperé tres largas semanas por el retiro de mi dinero pero siempre me cancelaron la transacción después de cada semana. La primera vez el retiro fue rápido por lo que sé cómo retirar adecuadamente y puse bien los datos. Como afirma la página, ante la impotencia de nunca recibir mi dinero sólo decidí gastarlo todo en cualquier apuesta y nunca más volver a usar esa página de estafadores que no devuelven el dinero.

Hello everyone,

Thank you both for your replies.

jeanpierresg1999, sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. I genuinely hope you won't come across such issues in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.