HomeComplaintsBoom Casino - Player’s withdrawal has been delayed.

Boom Casino - Player’s withdrawal has been delayed.

Amount: €10,000

Boom Casino
Safety Index:Above average
Submitted: 18 Apr 2021 | Resolved : 23 Apr 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed due to ongoing account verification. Winnings were paid to the player after verification.

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2 years ago
Translation

Good day, I won 10,000 euros at boom casino now I should verify myself there has been a problem for a long time I have now submitted my required documents for the fourth time and they keep requesting the same documents because I am also verified at two other casinos I know exactly what to send I haven't had these problems at any other casino

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2 years ago

Dear Simona,

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

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2 years ago
Translation

Hello everything has already taken 3 weeks the problem is that I got married and my name at birth is still on my identity card, but I registered with my new surname. But I also sent my marriage certificate my identity card my bank statements from German account with the new name documents with address comparison even my health insurance card where you can clearly see that I am the same name, same date of birth and a photo which can be compared with my identity card I also took a picture of the bank card and sent it. I also verified myself at other casinos and there were no problems

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2 years ago

Thank you very much, Simona, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

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2 years ago

Hello SimonaP,

I looked at your complaint and will do my best to help you. I would like to invite Boom Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

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2 years ago

Hello CasinoGuru and SimonaP,


Thank you for inviting us to the conversation. As a matter of fact, I can see that the query in question has already been resolved. The withdrawal was paid out instantly when the verification was completed.


I apologize on behalf of our verification team for any extended waiting time. I can assure you that our team is always doing their best to process documents in a timely manner. I'll review the case internally and see if we can improve our communication when it comes to document requests moving forward.


If you have any additional feedback, please do send us an email directly at support@boomcasino.com

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2 years ago
Translation

Can I confirm everything is done, thank you very much for your help 😊

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2 years ago

Dear SimonaP,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru

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