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Dear Violeta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://booi.com/en/terms-and-conditions:

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what is your citizenship? Do I understand correctly that your permanent address is in Austria where you have lived last 16 years? Have you ever played while visiting Romania? Lastly, could you please confirm that you have chosen Austria when completing your casino account information?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, I am a Romanian citizen but have never played in Romania. I have been married to an Austrian since 2004 and have had a company in Austria since 2005 and have lived here permanently since 2004. In my passport it says that I live in Austria: I sent all documents such as invoice and bank account statement where you can see that I live in Austria. When you registered, Austria was automatically shown, the system with the ip address saw it. have my cell phone no. An Austrian number is also confirmed. When playing you can see in the casino that I have played in Austria, they draw the ip. Address on. Could have taken the citizenship of Austria but because we are in the EU I did not do that is not necessary. but if I had taken the citizenship now I would still have been born in Romania and would be the same person. In other casinos it is not a problem that I come from Romania because I live in Austria, so I thought that this is also the case in this casino, it was never my intention to cheat someone could not know that I would win if I was lost it wasn't a problem. many thanks for your help . Kind regards. Violeta grief

hallo ich bin rumänischer Staatsbürger habe aber noch nie in Rumänien gespielt . bin seit 2004 mit einem Österreicher verheiratet und habe seit 2005 eine Firma in Österreich lebe seit 2004 dauerhaft hier. in meinem Reisepass steht das ich in Österreich lebe: habe alle Dokumente wie Rechnung und Bank Kontoauszug gesendet wo man sieht das ich in Österreich lebe. bei der Anmeldung ist automatisch Österreich gestanden hat das System mit der ip Adresse gesehen. habe meine Handy nr. bestätigt ist auch eine österreichische Nummer .beim spielen sieht man im Casino auch das ich in Österreich gespielt habe sie zeichnen die ip. Adresse auf. Hätte die Staatsbürgerschaft von Österreich nehmen können aber weil wir bei der EU sind habe ich das nicht gemacht ist nicht notwendig. wenn ich jetzt die Staatsbürgerschaft genommen hätte wäre ich aber immer noch in Rumänien geboren und die selbe Person . in anderen Casinos ist es kein Problem das ich aus Rumänien komme weil ich ja in Österreich lebe deswegen dachte ich das das in diesem Casino auch so ist es war ja nie meine Absicht jemanden zu betrügen konnte ja nicht wissen das ich gewinne wenn ich verloren hätte wäre es kein Problem gewesen. vielen dank für ihre Hilfe . mfg. Violeta Kummer

Thank you very much, Violeta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Violeta,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Booi Casino to the conversation to participate in the resolution of this complaint.

Hello @violeta,

We can't provide service for Romanian players, so your account can't be unblocked, but your deposit will be fully refunded soon. 

Thanks for choosing Booi. 

All the best, 

Dear Booi Casino,

Thank you for your reply. Since the player has been living in Austria for over 16 years and can prove it, we believe that this case should be judged individually. If you consider a refund of the player's winnings, will it be the whole amount?

Hello all,

No, this case will not be judged individually. The player has sent a document with confirtmation of Romanian citizenship. The deposit has been refunded on 09 April, this case is closed from now. 

Best regards, Booi team

Dear Violeta,

What documents exactly have you sent to the casino for verification? You mentioned that it states in your passport that you live in Austria? So you have a Romanian passport with an Austrian address or how does it work? Secondly, if you live in Austria, you must have some sort of an "Aufenthaltsbewilligung" right? Have you sent this to the casino too?

sent my romanian passport where does it say i live in austria sent my bank account statement my registration confirmation everything where you can see that i have been living here since 2004. got the deposit back from the casino. can send you my passport here. thanks

habe meinen rumänischen reisepass gesendet wo steht das ich in österreiche wohne habe mein bankkonto auszug geschickt meine meldebestätigung alles wo man sehen kann das ich schon seit 2004 hier wohne. habe die einzahlung vom casino zurück bekommen.kann ihnen hier meinen reisepass senden . danke

Hi Violeta,

You can send it to my email address: peter.m@casino.guru

hello peter have sent the documents to this address info@casino.guru unfortunately your e-mail did not go.thank you

hallo peter habe die dokumente an diese adresse gesendet info@casino.guru leider ging ihre e-mail nicht.danke

Hi Violeta,

Thank you very much for the email. After taking into consideration all facts and evidence, we are convinced that you should get paid in full and should be treated as any other Austrian citizen. I wrote the same to the casino representative by Skype and we'll see how they will reply.

Hi Violeta,

I'm afraid that I can't convince the casino to pay you your winnings. As mentioned above, you should be treated as any other Austrian player. If the casino wants to make this about citizenship, this information should be clearly stated in the registration form so that the players choose "Citizenship" instead of "Country". I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino reconsiders its decision, we will reopen the complaint and you will be notified by email. I also recommend you go through the verification process at the beginning before you start playing in a casino so that you avoid this type of situation. I wish I could be of more help.

Best regards

Peter