The player from Hesse has been waiting for a withdrawal since the end of August 2022. Unfortunately, their payout has not been received yet. The player was asked to provide the casino with an official statement from the bank regarding the issue and the status of the payment. However, the provided documents are insufficient to support the player's claims and/or information about a refused payment. Therefore, the complaint was closed accordingly.
BoomBang VIP Casino - Player’s winnings haven’t been received yet.
Amount: €100
BoomBang VIP Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
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Made a withdrawal of 100 euros on August 23. Was also approved. I'm verified and already had payouts. Was a credit card payment. The transaction was in the bank account with the status: In progress. 1 week long. Today the transaction was deleted from my bank account. My bank tells me (See screenshot) that the money from boombang casino was never transferred. Chat from boombang is offline and no help via email. So I have neither in my casino account. Still in my bank account. The money. It just disappeared. I've been waiting for my money for 10 days now.
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2 years ago
Dear wennertom,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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I don't understand. Didn't have anything to do with KYc. Still waiting 14 days for a payout. They paid off. But the money has not been confirmed by my bank. If you absolutely have to be there because you have to wait 14 days, that's already 13 days by the way. Ok then. But it doesn't make any sense. Please contact Boombang and ask why the money was not confirmed by my bank. And why they don't book it back to my casino account and I can pay out via Skrill, for example. Sorry but your standard answer has nothing to do with my request. Thanks
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2 years ago
Thank you for your reply, wennertom. Could you please advise when exactly you made your last successful withdrawal? Approximately how many days did it take?
Could you please clarify if you have always used the same withdrawal method for all your withdrawals?
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2 years ago
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Yes. So far everything has always worked and took 2-3 days. That it was returned. I would like the money on Skrill. If you could clarify? My bank said there are problems with Mastercard. thanks
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2 years ago
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I have news. My account has been suspended at my bank for gambling. That's why all transfers went back. Unfortunately Boombang Casino does not respond to 20 emails. The money went back to the casino. Please write to them on Skype that I have to have it paid out differently and of course they have to book it back to my casino account beforehand. Or do they just want to keep it? Thank you
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2 years ago
Thanks for the updates. Could you please advise if there are any alternative withdrawal methods available in your account?
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2 years ago
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Hi. yes are Have already sent all the documents that were requested. But till now the money is not back in my casino account. It would be great if you ask about it. Thanks very much
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2 years ago
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I received the transaction number from boombang. That's no good for me. Without the right payment processor and more information. I sent boombang screenshot that my account was canceled. They also accepted that. Now they're asking for a message from n26 about what's going on with the transaction. N26 withheld 800 euros from me and only sends me standard answers. I hope I don't lose the 100 euros from boombang casino as well. Because of their transaction, my account has been closed for gambling. And now this too. Boombang only has to ask the payment processor. And that's settled in an hour. Have you spoken to the casino yet?
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2 years ago
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opened the complaint 9 days ago. Did you find out anything or talk to the casino?
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2 years ago
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Did you find out anything or talk to the casino?
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2 years ago
Do I understand correctly that your winnings are being held by the payment provider?
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2 years ago
If the payment has been processed by the casino but is currently being held by the payment provider, the payment provider should be able to resolve this issue and release the money to you.
Has the payment provider shared any specific reason for not completing the transaction?
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2 years ago
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boombang has probably asked the payment provider. But no response from boombang to me for a week
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2 years ago
I am sorry wennertom, but the casino is not responsible in any way for your payment provider withholding payment. If the payment provider has not returned the transaction back to the casino, at this point there is not much more we could do and you must resolve the issue yourself with the payment provider.
Please, let me know if there is anything else I could help you with.
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2 years ago
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they got it wrong. The money is not with my payment provider. Because he didn't even accept it. But with the payment provider of boombang casino. And they don't tell me which payment provider they use. I can't do anything about it. Why do you keep asking me? And not even the casino? You're in contact with them on Skype. Just ask. Then the ping pong game would be solved quickly. Or do you not want to help me at all?
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2 years ago
Thank you very much wennertom for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.
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2 years ago
Hello, wennertom,
I am sorry to hear about your situation, and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BoomBang VIP Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear BoomBang VIP Casino Team,
Could you please review the player's issue and check the situation also with the appropriate casino department and/or your payment provider? If the payment was not completely processed due to the receiving bank restrictions, what is the estimated time frame for crediting the disputed funds back to wennertom's casino account?
Thank you in advance for providing the information.
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2 years ago
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Boombang keeps asking me for the same documents. Which they have had for a month. In addition, they allegedly sent the money to the blocked bank for the second time. It's really unbelievable what's going on with them. In the meantime, more than 6 weeks(!) have passed without any progress. Unbelievable!
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2 years ago
Dear wennertom,
If the casino requested an additional document for completing the verification, I strongly recommend you provide it with the required document(s) - but not the same one(s).
However, let's wait for the casino's response and explanation.
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2 years ago
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I said I sent them everything. And it has nothing to do with verification. I've been verified for a long time
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2 years ago
Yes, and that means if the casino is able to accept some type of document not older than (for example) 3 months and you are verified for a long time, it needs a more up-to-date document. Or, you used a new payment method and the casino has to verify ownership of this payment method. There are many possible reasons behind and therefore, we should wait for the casino's reply.
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2 years ago
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no . The casino paid out. Unfortunately, my account had been closed. I have no idea why they keep talking about verification. I never said anything about that. Asking for documents that the bank account is closed. And I sent that to them a month ago. And I have that as proof. As a screenshot. Please do not defend the casino. They haven't done anything for 6 weeks
me
to give my money
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2 years ago
Before you started replying instead of the casino (providing nothing new or relevant), nothing really indicated an issue with verification.
Above, you mentioned that Boombang keeps asking you for the same documents and that you have been verified for a long time. It was not really clear that we are not talking about verification/KYC. If your KYC was not completely done, it would change the situation. Therefore I tried to explain it.
So, as I already wrote, let's wait for the casino's response. I asked them a few questions.
Thank you for your understanding. We are looking forward to hearing from the casino.
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2 years ago
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’.
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2 years ago
I send you 3 Screenhsots. There you see they lie and dotn want pay me. I chat with Owen 4 weeks ago. He say.: Yes we got your document. ---- And today Boombang Vip Casino ask again for that document.Really insane
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2 years ago
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By the way, Boombang has a new URL.
https://www.boombangcasino.com/en/info/bonus-terms
maybe they change that in their system. The old one will be closed on November 1st
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2 years ago
Hello, wennertom,
I was provided with this information from the casino via email:
"The relevant department has checked this and confirmed that the customer's latest withdrawal of 200€ was processed and paid out on August 26th."
Currently, I am waiting for the casino's reply and more details.
Have you been provided with any news from your bank, please?
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2 years ago
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1.I only paid out 100 euros
2.this is a standard answer that doesn't take into account that I've written 100 emails. Chatted 100 times. And sent 100 documents like bank statements
just ridiculous. the casino needs to provide a response from the payment processor. Everything else is just stalling. I don't get an answer from my bank for a year because the account was closed for gambling and all payments were rejected. See bank statements
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2 years ago
Alright, I understand.
Although the casino, for some reason, is not able to comment on the complaint directly here, in this open thread, while I am waiting for the casino's response, I am setting the timer for the casino. It is very likely that the casino will contact me via email. Unfortunately, we have no other option for how to proceed, but only to wait.
Dear BoomBang VIP Casino Team,
Could you please look at my last email and provide me with the required details?
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2 years ago
Dear wennertom,
This is the information that I recently received from the casino:
"We confirm, that we don't have access to the player's account and cannot see anything that is happening there.
If the player has an issue with the payment provider, he should forward their message to us and give more information about what is happening, in order to investigate this further."
Can you please contact the casino and your bank again with the transaction number that the casino provided you with?
Unfortunately, the last information from the casino is that your last withdrawal was successfully processed. So, we do not have any other option than to wait for the necessary information from your bank.
Moreover, you mentioned in one of your emails that also police was informed about it. I am really afraid that if we do not have the required data from your bank, we cannot move forward, and we will not be able to further help you with the issue. It is really not clear that the payment was refused from the provided documents.
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2 years ago
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We need from
Written confirmation from the casino's payment provider that the money is deposited
my bench is And I haven't seen that to this day. Lasts maximum 24 hours for the casino. They also didn't help me with wildcardcasino and now again 0 information. Too bad. at
my previous complaints. Always get good help from casinoguru. I have sent so many chat history documents. And the casino 0. Nothing at all. And I only hear from them that I should send more documents. How about the casino show that the money is not back to them. Simply from the payment processor. payment successful
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2 years ago
Dear wennertom,
I am sorry for the delayed reply.
The casino confirmed that the payment was made successfully on its side several times. For more information, you should contact the casino regarding the payment details.
When was the last time you contacted the casino and what information did you get?
However, although you would receive those details, it is necessary to contact your bank. If the payment was made successfully, now it is between you and your bank. Usually, in normal circumstances, it would be necessary to provide the casino with the details from your bank about the payment in question. Unfortunately, we cannot move forward without information from your bank.
Did you already receive any information from your bank, please?
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2 years ago
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Since the bank account was terminated, I no longer get anything from the bank. Great 100 euros away. And zero help. class
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2 years ago
Dear wennertom,
After gathering all the necessary information, we are closing this complaint as unjustified due to insufficient evidence provided by the complainant's side. The reasons were already explained several times in this thread and also via email. The document sent to the casino is not enough to support your claims.
Sorry, we were not able to help you with this one, but 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.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
