Boom Casino - Player’s struggling to complete the account verification.

Hallo ich hatte mich beim boom casino angemeldet und habe mehrere tausend Euro eingezahlt. Viel verloren und irgendwann gewonnen wollte auszahlen und ab da wurde das Konto still gelegt wegen ner angeblichen Konto Prüfung. Habe alle Dokumente geschickt, sogar mehrmals und seitdem passiert nichts mehr.

Dear Frank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the verification?

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

Die Auszahlung wurde direkt abgelehnt. Und es wurden viele persönliche Unterlagen gefordert.

Wo das Geld herkommt, Kontoauszüge, perso telefonrechnung, meldebescheinigung, Abrechnung. Hab alles geschickt und in der mail stand es kann 52 Stunden dauern. Das war glaube ich am 22.1 seiddem kam nix mehr von denen. Der Support sagt immer sie melden sich bei mir was nicht geschah bisher.

Es geht um viel Geld daher bin ich langsam ungeduldig wenn sie verstehen was ich meine. Vielleicht ist es ja auch normal aber 8tage nix zu hören und das Konto zu sperren macht mir Sorgen.

Thank you very much, Frank, 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 Frank,

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 Boom Casino to the conversation to participate in the resolution of this complaint.

Was passiert wenn das casino nicht reagiert?

Hi Frank,

Most good casinos usually reply within 1-2 weeks. We would like to ask Boom 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Die haben heute ne Email geschrieben das sie noch wieder Kontoauszüge brauchen. Ist das alles normal?

Hi Frank,

To be honest, it is quite usual for casinos to request additional documents. There are casinos where the verification process is very fast, in others it is more complicated and takes its time. It's a good thing that you have a reply and now you know what exactly they need. I suggest sending the documents ASAP. Please keep me updated.

Ja hab die Freitag gleich gesendet.

Very well, let's see if they will be accepted.

Der Kontoauszug wurde nicht akzeptiert da ich dort eine Bargeld Einzahlung drauf habe. Glaub 380 euro und noch eine etwas größere Summe für eine OP. Die 380 hab ich zu Weihnachten bekommen und das andere vor ein paar Jahren geerbt.

Nun soll ich alles belegen?? Wie soll das gehen wenn man Geld geschenkt bekommt??

Hi Frank,

Could you please forward the statement of the casino to my email address (peter.m@casino.guru)? Our standpoint is the following: If the casino is so worried about money laundering or possible gambling problems, all the checks and verifications should have been made before you actually made the deposit and played in the casino and not after you won and made a withdrawal. Sometimes it's quite hard to prove where the money came from and there is a difference between following the AML rules and breaching someone's privacy.

Hallo hab ich geschickt. Mfg

Hi Frank,

Thanks for the email. I found a different contact for the casino, so let's see if we get a response this time.

Und was kann man jetzt noch machen?

Hi Frank,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. 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 decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of Boom Casino. We received the following statement from the casino regarding this case:

"This player was complaining in January 2021 but was verified in March 2021. He played with us until October 2021."

Dear Frank,

Can you confirm this?

Der Fall ist abgeschlossen seid 2 Jahren. Warum wurde er wieder geöffnet?

The case was closed against the casino and now we received the information above. Can you confirm it?

Das Casino hat mich irgendwann wieder entsperrt und ich Konto wieder auf mein Konto zugreifen. Wann das damals war weiß ich nicht mehr.

Thank you Frank for the update. 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