The player has deposited money into her account, but the funds seem to be lost. The issue was successfully resolved.
Boom Casino - Player’s deposit has never been credited into her account.
Amount: €400
Boom Casino
Safety Index:Above averageSafety Index
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7.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made deposits on 12/22/2020 and were displaying error messages. This is about 2x 200 euros.
These amounts have been properly debited from my bank. These amounts have not yet been credited to the Boom Account. After talking to my bank, the payments were made. My bank is putting in an investigation.
The biggest problem is that Boom has not responded to my emails for 4 weeks. I've added screenshots of the payments. In addition, an account statement that shows the payments and later showed that I had no money, e.g. got reimbursed by the bank.
The way I am treated as a Boom customer is unheard of.
Automatic translation:
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3 years ago
Dear Natascha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting your payment provider. Since you’ve already done that, would you be so kind and forward me your deposit receipts together with all the relevant communication between you and the casino? If you have any official statement from the bank, that the transactions have been processed successfully, please forward it as well. My email address kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
First of all, thank you very much for taking care of my concerns.
My bank has given me a phone call to assure me that the payments have been made successfully. You have now started research, but also told me that it is up to the recipient and whether the recipient is responding.
Boom hasn't responded to my emails for 4 weeks.
I have written several mails that I will send you in separate mails. I will also send their only reaction so far in a separate email.
I add my payments to the email attachment again.
thank you very much
Automatic translation:
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3 years ago
Thank you very much Natascha for your reply and emails. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Natascha,
I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Boom Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi there! Boom has finally reimbursed the 400 euros. Many thanks for your help
Automatic translation:
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3 years ago
Dear Natascha,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
