The player from Germany is struggling to complete the KYC. He provided documents 3x, but they haven’t been accepted. The player confirmed his issue was resolved.
Boom Casino - Player’s struggling to verify his account.
Amount: €800
Boom Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi there,
I have now sent documents (ID card, official document) for the third time (support and verifications) and it obviously does not reach Boom anywhere. My money is deliberately kept here. I have just tried again to find out something via the "online chat", but no one could be reached. Have you checked this casino at all, or is "casino guru" part of the boom? If I don't have the money in my account by January 8th, I will first contact the supervisory authority in Malta and then file a criminal complaint accordingly. Maybe against you too, because people like me trust your statements.
Greeting
Bernd L ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Bernd,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. When exactly did you send all the required documents, please? Are you sure you met all the bellowed mentioned criteria for documents? I checked the F&Q section (https://www.boomcasino.com/en-DE/faq/account) and I found this:
"What documents does Boom Casino need?
Most commonly, we ask for the following:
- ID card/Passport/Birth certificate where all four corners need to be visible as well as front and back of the document.
- A utility bill no older than 3 months."
Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
I've been able to sort it out in the meantime and have received the money. Unfortunately, one of them doesn't know what the other is doing at "Boom-Casino". The documents that I had sent were perfectly recognizable and complete, but you are always asked to submit documents. It is also unclear why no documents were required for the first instruction I received, although this is supposedly a legal obligation. You can also easily reconcile by looking at the deposit and noting that the name of the person who transferred the money is identical to the one who receives the money and if the IBAN and the financial institution also match (i.e. the payment method), you need such documents at all Not. Taking money is quick at Boom-Casino, but it makes it difficult for the player to get a payout. A chat in German is almost impossible, as people in Malta work with an automatic translator and the meaning is often not understood because the translation is literal. Since I also speak fluent English, this is not a problem for me and I was able to communicate well, but for someone who only speaks German it is laborious. I'll try again at some point and if I do again, I'll cancel my account. In any case, fun is different.
Greeting
Bernd
Automatic translation:
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3 years ago
Bernd, thank you for your reply and for sharing your experience with us. As the main issue has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
