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Hello, I won €1000 real money a week ago. €900 of that was supposed to have been paid out, and this was supposedly done long ago. However, the money simply hasn't arrived in my account. When I contacted live chat, I was just brushed off and given the runaround. I've emailed them several times, but they're ignoring me. I need documentation proving when, where, and to whom my money was paid. Please help me finally get my money...

Hallo, ich habe vor einer Woche. 1000 Euro echt Geld gewonnen. Davon sollten wir 900 hundert Euro ausbezahlt werden dieses soll angeblich schon längst erfolgt sein. Das Geld kommt aber auf meinem Konto einfach nicht an. Als ich den live chat kontaktiert habe wurde ich lediglich abgewimmelt. Und vertröstet. Per E-Mail habe ich mehrfach angeschrieben, dort werde ich ignorieren. Ich brauche das Dokument darüber wann mein Geld. Wohin An wen ausgezahlt worden ist.. Bitte helfen Sie mir dabei mein Geld endlich zu bekommen...

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Dear Kaempferin48,

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

Thank you for your reply, but that's not what I was trying to achieve. I need the document and proof that my money has been paid out so my bank can track where it is. Perhaps it's in an intermediary bank or something similar. That's what I need. The document proving where my money is. And besides, I've been waiting for my money for over a week now...

Dankeschön erst mal für die Antwort, aber das ist nicht das, was ich damit erreichen wollte, sondern das ich das Dokument und den Nachweis darüber brauche, dass mein Geld ausbezahlt wurde, damit meine Bank nachvollziehen. Wo das Geld sich befindet. Eventuell auf einer Zwischenbank oder Ähnlichem. Das möchte ich gerne haben. Das Dokument der Nachweis darüber wo sich mein Geld befindet. Und davon mal abgesehen warte ich schon seit über einer Woche auf mein Geld...

How can I upload the chats here?

Wie kann ich hier die Chats hochladen?

Could someone please tell me why it takes so long to get a reply from here?

Kann mir mal bitte jemand verraten, warum das so lange dauert, bis man mal eine Antwort von hier bekommt?

Dear Kaempferin48,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I wrote to you here a week ago. And it simply hasn't been confirmed, and no, my money still hasn't been paid out. And to answer your question, no, I'm not doing well, how could I be when 900 euros are missing? That's a lot of money.

Vor einer Woche habe ich euch hier geschrieben. Und es wird einfach nicht bestätigt und nein, mein Geld wurde immer noch nicht ausbezahlt. Und um Ihre Frage zu beantworten, nein mir geht es nicht gut, wie denn auch 900 Euro fehlen. Das ist eine Menge Geld.

You're constantly ignored here, and absolutely nothing happens. It can't be anything, my money still hasn't been paid out. And it probably never will be. You're being completely ripped off here.

Man wird hier stetig ignoriert und es passiert einfach gar nichts. Es kann doch nichts sein, mein Geld ist immer noch nicht ausbezahlt. Und es wird wahrscheinlich auch nicht passieren. Man wird hier verarscht von vorne bis hinten

Dear Kaempferin48, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

No, I've never won anything with them before. This was my first withdrawal. I successfully verified my identity and played in the casino. I will send you the chat logs and screenshots by email, where they assured me 100% that I would receive the €900, but to this day, not a single cent has appeared in my account. Thank you.

Nein, ich habe noch nie etwas bei den gewonnen, das war meine erste Auszahlung, die ich getätigt habe, ich habe mich erfolgreich verifiziert ich habe im Casino gespielt. Ich werde Ihnen per E-Mail, die Chatverläufe und Screenshots zukommen lassen, wo man mir zu einhundert% versichert hat und zugesagt hat, dass ich das Geld von 900 Euro ausbezahlt bekommen habe und bis heute nicht ein einziger Cent auf meinem Konto. Ersichtlich ist Danke schön

I replied to them by email...

Ich habe ihnen per E-Mail geantwortet...

Dear Kaempferin48,

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, Martina, martina.b@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,

Karla Mayfly

Dear Kaempferin48,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BoaBoa Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not received his money?

Thank you in advance for providing the information.

Yes, thank you for taking this matter seriously. The problem is definitely this: on the one hand, I was promised my payout, and on the other hand, I was told about a bonus. That's a contradiction. As I said, I've already sent Karla several screenshots of the chat history, which clearly show that I was repeatedly assured my payout had already been processed... And to this day, I still haven't received any money!

Ja, danke schön, dass die Sache auf jeden Fall ernst genommen wird. Das Problem ist auf jeden Fall. Man hat mir auf der einen Seite meine Auszahlung zugesagt, und auf der anderen Seite von einem Bonus gesprochen. Und das ist halt ein Widerspruch. Ich habe wie gesagt, bereits der Karla mehrere Screenshots vom Chat-Verlauf. Zukommen lassen. Worin man ganz deutlich erkennen kann, dass man mir mehrfach zugesichert hat, dass meine Auszahlung bereits getätigt worden ist... Und bis zum heutigen Tag habe ich immer noch kein Geld bekommen!

Dear all,

Thank you for contacting us.

We have double checked and can inform you that the 900 euros wasn't a withdrawal but a deduction which is displayed as a Withdrawal. We apologise for the misunderstanding.

Please be informed that the the winnings in questions were obtained by a bonus crab game which has a maximum release amount. The crab winning was a clover which is 20 EUR bonus money.

Kindly note that according to our Terms and Conditions, stated below:

17. Annex 2. Bonus Crab

-They are added in the Bonus Balance and are subject to wagering requirement of x50 times the Bonus amount;

-The maximum amount which can be released from the bonus will be equal to 5x the initial bonus amount. For example: the maximum amount to be credited in the real balance from a 10 EUR / 45 PLN / 100 NOK / 15 AUD / 60 BRL / 15 CAD / CHF 11 / 10.000 CLP / 250 CZK / 4000 HUF / 800 INR / 20 NZD / 50 PEN / 10 USD bonus will be 50 EUR / 225 PLN / 500 NOK / 75 AUD / 300 BRL / 75 CAD / CHF 55 / 50.000 CLP / 1 250 CZK / 20.000 HUF / 4,000 INR / 100 NZD / 250 PEN / 50 USD.

Therefore due to the x5 maximum release conditions the maximum released amount could been only 100 EUR.

We appreciate the understanding regarding this matter.

Best Regards,

Boaboa Team

No, that's a false statement. I had over €1000 of real money and I requested a withdrawal. This was then canceled. And then I was told that €900 had been transferred to me. I have several screenshots proving that I was assured the money had been paid out. You don't need to come at me with such a contradictory statement now... Hello Casino Guru, I sent you several screenshots showing that I was assured my withdrawal had been processed, and now Boaboa comes along again with this bonus story. That's a lie. I won't let this stand until the matter is resolved.

Nein das ist eine Falschaussage. Ich hatte über 1000 Euro echt Geld und ich habe eine Auszahlung beantragt. Diese wurde dann storniert. Und dann hat man mir gesagt, mir wurden 900 Euro überwiesen. Ich habe mehrere Screenshots darüber. Das mir das zugesagt worden ist, dass das Geld ausbezahlt wurde. Sie brauchen mir jetzt nicht mit so einer widersprüchlichen Aussage zu kommen.... Hallo Kasino Guru Ich habe euch mehrere Screenshots geschickt, dass man mir versichert hat. Das meine Auszahlung getätigt wurde und jetzt kommt wieder Boaboa und kommt mit dieser Bonusgeschichte. Das ist gelogen. Ich lasse das so nicht stehen, bis die Sache geklärt ist

Dear BoaBoa Casino Team,

Thank you very much for your explanation, I truly appreciate it.

Could you please provide some supporting evidence confirming that the player was playing with a bonus? You may either upload it directly here in the thread or send it to my email address (martina.b@casino.guru).

Thank you very much in advance for your cooperation.

Martina, even if I played with a bonus, it eventually converted into real money. And that's what happened to me. It showed real money. What was converted... €1,157.

Martina und selbst wenn ich mit einem Bonus gespielt habe, wandelt der sich irgendwann in Echtgeld um. Und so war das auch bei mir. Es stand echt Geld. Was umgewandelt wurde..1.157€ waren das

Dear all,

we have prepared and sent the game history of the customer's account to the email of the CG representative.

We have explained the details in the email alongside attached file of the game history.

If there are any questions regarding the matter please dont hesitate to contact us.

Best Regards,

Team BoaBoa

No, I won't let this stand. I received confirmation at least five times, if not more, that my €900 payout had been processed and that I should be patient. I even informed my bank, Revolut, about this, and they also said that these are contradictions you're creating. My money will be paid out, and if that's the case, then I expect at least some form of compensation.

Nein, ich lasse das so nicht stehen mir wurde fünf Mal mindestens, wenn ich noch mehr bestätigt, dass mein Auszahlungsbetrag von 900Euro geleistet worden ist und ich mich um Geduld bitten sollte. Ich habe dies sogar meiner Bank revolut mitgeteilt und selbst die haben gesagt, das sind Widersprüche in die ihr euch verwickelt. Das mein Geld ausbezahlt wird und wenn dem so ist, dann möchte ich mindestens entgeltlich entschädigt werden...

Otherwise, I will also add my bank, because they are aware that I was repeatedly assured that my money was already being paid out.

Ansonsten werde ich meine Bank noch mit hinzufügen, weil die haben das auch mitbekommen, dass mir mehrfach zugesagt wurde, dass mein Geld sich schon in der Auszahlung befindet

Greetings, all.

Thank you, BoaBoa Casino, for providing all the information and the evidence about this case.

Dear Kaempferin48,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.