BoaBoa Casino - El jugador enfrenta una verificación repetida a pesar de su aprobación previa.

I had a very frustrating experience with this online casino. Initially , I sent all the required documents for verification, and they were successfully verified. However, they added a restriction which prevents me from withdrawing and also asked for the verification to be done again, which is quite inconvenient and time consuming. I hope that we can come to a suitable solution which allows me to obtain the funds that I won and they can streamline this process. My account shows that all ID´´s and documents have been verified, and I have received the first payment of 500€, so this is unethical to be asked for it all again. I have attached the screenshot of the verified documents. Please assist Casino guru team.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BoaBoa Casino. Please note that online casinos can request additional verification from players. Such requirements are not unusual. In situations where additional verification is requested, we would recommend that you cooperate with the casino first.

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

• Have you been informed which documents you are supposed to upload?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the additional verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Thomas,

I totally understand that verification is needed and comply with whatever is asked, although I think it is frustrating being asked to upload all again after it has been done and verified and still not be able to withdraw my funds. To answer you questions:

Have you been informed which documents you are supposed to upload? credit/debit card photo, Selfie photo, transaction history, proof f identity. This has all been uploaded and verified.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) casino slots

Did you achieve your current balance with the help of a bonus? Yes.

I will email you the mails now.

Thanks Glenn

Hello,

What is happening? what are the next steps, it shows that casino guru has not replied in the given time? Please can this be updated or extended.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear donljordan,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BoaBoa Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BoaBoa Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in the player's verification process.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello Kubo,

No, there are no new developments.

Regards,

[redacted by Casino Guru]

Dear donljordan,

Thank you for your message. We would like to clarify the current status of your account verification.

Previously, on July 28, we contacted you via email regarding the verification process. While we have already received some of your documents, additional documents are still required to complete the verification. These missing documents are:

-Alternative ID document

-Selfie with the Alternative ID document (AOS)

For clarification, "AOS" refers to a selfie where you hold the alternative ID document in your hand, with our website visible in the background. This step is essential to finalize the verification process and ensure the security of your account.

We kindly ask you to upload the missing documents so that we can finalize the verification process as quickly as possible.

Thank you for your cooperation and understanding.

Best regards,

BoaBoa Team

In reply to Boaboa casino,

I have already did it all with my passport which the casino verified. Why is that not sufficient since I do not have anything else other than a passport. I read your terms and conditions and did not see anywhere that stated I must have more than 1 form of ID to deposit or withdraw. You have previously verified everything using my passport initially, which I have earlier shared a screenshot of. Why can you not tell me why you ask for everything again with a different ID? My passport must be the strongest form of ID possible. This has all been a delay tactic to not pay it seems without any reason.

I await your clarification as to the reason why this has become a never ending document and selfie`s request and why the amount of selfie`s done, with your casino open on a device using my passport is not enough. 

Regards, [redacted by Casino Guru].

Dear BoaBoa Casino,

Could you please clarify the reason for requesting an alternative ID document and why the player’s provided passport was deemed insufficient?

Thank you for your cooperation.

Dear Kubo,

Thank you for your question.

Please be informed that during the routine verification procedure we found that some of the documents provided by the customer were not sufficient for the account verification.

We reserve the right to request additional document for the account verification, in accordance with the following points of our Terms and Conditions:

5.1  You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc. 

5.5  By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulation and our security and anti-fraud procedures, by carrying out verification via calls / phone, face verification or other such verification as is required to ensure that you are who you say you are.

The previously provided picture of the customer is not of the sufficient quality, and we could not verify the identity fully.

This discrepancy prompted us to request some additional documents, in order to verify the account.

Let us know if you have any additional questions.

Best regards,

BoaBoa casino

Dear BoaBoa Casino,

Thank you for your clarification. However, my initial question was why the documents were considered insufficient, and your response simply restated that they were insufficient. Could you please provide a more detailed explanation?

You mentioned that the picture of the document was not of sufficient quality. What I do not understand is why the player was not simply asked to retake and resubmit the same document, but instead was required to provide an entirely different one.

You are welcome to reply either here in the thread or privately to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear All,

We fully understand the player’s frustration and truly appreciate their patience and cooperation throughout this process. We would like to confirm that the account has been successfully verified with the passport provided.

No additional documents or selfies are required—the verification is complete, and the player’s account is fully authenticated. We hope this clarifies the situation and reassures the player that everything is now in order.

Kind regards,

BoaBoa Casino Team

Hello, Boaboa Team,

Thank you for your message, I have made the withdrawal today, I will be waiting to receive the payment and send an update.

Thanks to all.

Hi Everyone,

The withdrawal I made yesterday was cancelled, I have made another withdrawal again, and hope it works this time.

Dear BoaBoa Casino,

Thank you for your update and for completing the player’s verification process.

Dear donljordan,

Have there been any updates regarding your withdrawals? Was your second attempt successful?

Thank you for keeping me informed.

Hi there Kubo,

The withdrawal was now cancelled twice, again cancelled on 08/09. I'm not sure what is the issue now? Maybe the casino can advise please, as I have not received any emails from them besides the generic cancellation ones.

Thank you.

Dear donljordan,

We understand the frustration caused by the situation.

Upon reviewing your case, we found that your previous withdrawal requests were declined by the financial provider.

For future withdrawals, we recommend using a standard bank transfer, which is the most reliable option. Please select the Bank Transfer method and provide your IBAN to ensure a smooth transaction.

Thank you very much for your patience and understanding.

Kind regards,

BoaBoa Casino Team

Thanks Boa boa, I have received a payment on 11/09, and requested the next withdrawal.

Dear donljordan,

I’m glad to hear that your payouts are now being processed! Please keep me updated once you have received the full amount.

Thank you.

Kubo, another 500€ has been received and the next withdrawal made. Thanks.

Glenn.

Hello, this weekend another the next payment was received and I made another withdrawal now, thanks.

Dear donljordan,

We are pleased to confirm that your most recent withdrawal request was completed yesterday. The new request you submitted today is still under processing, but our team is working to finalize it without unnecessary delay.

Thank you for your patience and understanding.

Best Regards,

BoaBoa Casino Team

Dear BoaBoa Casino,

Thank you for your continuous updates regarding the player’s payouts.

Dear donljordan,

It's great to hear that your withdrawals continue to be processed as expected! Could you please let me know how much you currently have left to withdraw?

Thank you.

Dear All,

We would like to inform you that all withdrawal requests from our side have been processed so far. Currently, there are no pending requests submitted.

Kind regards,

BoaBoa Casino Team

Hi all,

Thanks Boaboa for the updates and payments, I have received another today and have made the next withdrawal.

Kubo, currently I have 500€ on withdrawal and a casino balance of 790€.

Have a good weekend all.

Glenn.

Dear donljordan,

Thank you for the great news -I'm thrilled to hear everything is progressing smoothly! I assume the full balance will be paid out very soon, which is fantastic.

I truly appreciate your continuous updates throughout this process. Please keep me posted once you've received all the funds.

Hi Kubo,

Thanks for your message, I have received the next and just made another withdrawal of 500€- the balance left to withdraw is 290€. We are almost there. Thanks for your patience.

Glenn.

Dear donljordan,

That’s great to hear! No problem at all - I’m glad we’re nearing a successful conclusion. I believe all withdrawals will be completed within the next week. Please keep me updated.

Thank you.

Dear All,

We would like to provide a short update regarding this case. All withdrawal requests have been successfully processed, with the most recent one completed on October 7. There are currently no pending withdrawals on the player’s account.

We sincerely thank the player for their patience and cooperation, and kindly ask them to confirm once all funds have been received.

Best regards,

BoaBoa Casino Team

Dear donljordan,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru