BoaBet Casino - La retirada del jugador se ha retrasado cuatro meses.

Good afternoon, let me explain my situation.

In November 2024, Unibet transferred my account to Boabet, including the funds I had in it. When I checked Boabet, I had no available withdrawal methods, and they told me I needed to be patient.

In February, I started contacting them again regarding the withdrawal, since the only available option at that time was a bank transfer, and they said they would enable more payment methods soon.

After insisting several times, they agreed to make an international transfer, so I had to verify my information and provide bank details, account statements, and other documents.

In August, they told me the transfer had been completed and asked me to check my bank account. To this day, nothing has arrived, and I have continued communicating with them.

Today they sent me an email saying that the payment was supposedly processed, but the information they provided is very concerning:

"According to the information received, the payment has been successfully sent from their system, and they have not reported any issues or received further queries regarding this transaction.

Please note that an MT103 document is not available for this payment due to the currency used.

The payment was processed via a Low Value Batch (ACH) method, which means:

– It cannot be tracked,

– It cannot be amended, and

– It cannot be recalled."

Some of these claims are not accurate, because ACH can be tracked and can be reversed under certain circumstances. This does not seem right to me.

This last email was sent today, November 25th, four months after the supposed initial transfer.

The total amount is USD 3,434.00.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please share the communication between you and the casino with me, regarding the international transfer that has been approved by the casino? My email address is veronika.f@casino.guru.

Have you received any tracking numbers or payment confirmation so that you could check the status of this transaction with your bank?

When was the last time you communicated with the casino regarding this issue?

Have you made any successful withdrawals from this casino at all?

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

Hello Veronika, thank you very much for the prompt response.

• Could you please share the communication between you and the casino regarding the approved international transfer? My email address is veronika.f@casino.guru

R: I will send it to you in a few minutes.

• Have you received any tracking number or payment confirmation so that I can check the status of this transaction with your bank?

R: This is one of the things that caught my attention: Boabet says they do not have a tracking number. I asked them to send me that information and the date of the transfer. They replied saying that the relevant team would look into it.

• When was the last time you contacted the casino about this issue?

R: Yesterday.

• Have you ever made any successful withdrawals from this casino?

R: Never.

Thank you for your emails. Could you please send me the bank information you provided to the casino when you requested a manual withdrawal? I would also kindly ask you to forward a bank statement covering the period from August until today to veronika.f@casino.guru, so that we can review whether the payment might have been received.

Good day! All the documents have been sent. If you need anything else, please let me know.

Dear Ale3000

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Ale3000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BoaBet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, I received a new email, but it doesn’t contain any relevant information. I don’t know how long this situation will take.

Dear Casino Guru and Ale3000,

Please know that your case is under investigation and our team is reviewing the details you provided.

We’ll be sure to reach out as soon as we have any updates. In the meantime, we really appreciate your continued patience and understanding.

Best,

Complaints Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi everyone. Once again, I am sharing the email I received regarding my case. I find it unacceptable how seriously these tasks are being handled. My withdrawal has been pending for almost six months, and I still have no answers.

As the casino didn't respondI’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter