Boom Casino - Player’s €4,000 withdrawal delayed and partially refunded.

I have been playing boom casino made many deposits and I won

deposit and bonus money was separted

I could not wager anything only with real money

my amount was 50/50 i played and gambled every thing was impossible to win with there rules.

I lost first and after I win 4000 after they never paid me asking for documents

and now finally they not pay

2.2. Personal entertainment. You may participate in the Games strictly in your personal non-professional capacity, on your own behalf and not on the behalf of any other person or company. You may only participate in the Games for recreation and entertainment purposes, in accordance with these Terms and Conditions, together with all applicable laws, rules, and regulations. Any participation in the Games by a corporate player or for commercial purposes is prohibited unless we have entered into a separate written agreement for such purpose.

2.8. Illegal activities. You shall not be involved in any fraudulent, collusive, fixing or other unlawful activity in relation to your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for your participation in any of the Games. You may not use funds that are associated with any illegality or originate from any illegal activity or source. You may not sell, transfer and/or acquire accounts to/from other players.

5.4. Bonuses/Free Spins/Free Bets at Boom Casino can only be received once per household, IP address, device and/or payment method. Risk-free bets on any games do not qualify for Boom Casino's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.

I not do any of these

Vinicio

13.2.1. If you breach any provision of these Terms and Conditions or we have a reasonable ground to suspect that you have breached them, we reserve the right to not open, to suspend, or to close your Account, and not to issue refunds of any deposits, remittance of balances or winnings generated on the account.

I made many deposits in your casino

i need them all returned

Vinicio

Kindly note that the Crypto deposit of €98.44 will be refunded

i made more deposits

you lie and cheat

Vinicio

As the concern has already been escalated to the relevant team, Kindly be patience we will get back to you via email soon with an update.

I want the full amount

Dear Vinicio,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you have encountered with Boom Casino.

To assist us in investigating your case and working towards a resolution, could you please provide the following additional details:

• Detailed Transaction History: Can you provide a detailed list of all your deposits and any corresponding bonuses received?
• Communication Records: Could you forward any email or message communication you’ve had with Boom Casino regarding this issue?
• Document Submission: What specific documents did Boom Casino request from you, and did you submit all the requested documents?
• Account Details: Have there been any previous issues or complaints related to your account before this incident?
• Game Details: Which games were you playing when you encountered the wagering issues? Any specific instances where you felt the rules were not clear or fair?

You can forward any relevant communication to petronela.k@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Petronela

Dear nadiyasultanaaaaaw,

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.

All sent.

Thank you very much, nadiyasultanaaaaaw, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi nadiyasultanaaaaaw,

I've just reviewed your case and am sorry to hear about your struggles with Boom Casino. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Boom Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's account got suspended, and what terms were breached? Have you finished the KYC for the player?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear nadiyasultanaaaaaw, sorry for the delayed messages. I was able to get in touch with the casino representative and received the following message:

"We reviewed the user's case and, based on our terms and conditions, determined that the user breached our terms. Consequently, we provided the user with our final decision and closed the case and user account. This is our final decision."

I will try to get more information and will post updates as soon as I have them.

Dear nadiyasultanaaaaaw, unfortunately, I haven't heard anything from the casino representative. Their initial explanation is not sufficient for us, no detailed information was provided, therefore we cannot continue investigating the case due to the lack of communication and evidence from the casino's 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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia