BoomBang VIP Casino - Player's withdrawal has been delayed.

Trotz Verifizierung und schon erhaltenen Auszahlungen von fast 20000 € weigert sich das Casino ein weiteren Gewinn von 5000 € auszuzahlen und fordert dauernd andere Dokumente an und wenn ich diese eingereicht habe kommen sie mit den nächsten!

Dear Katzenbuyer,

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. Asking for additional documents isn't anything unusual

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hallo ich bin schon länger verifiziert bei boombang hatte ja auch insgesamt schon 11 Auszahlungen auf mein Bankkonto erhalten ohne probleme! Zwei Wochen nach meiner letzten Auszahlung wollte ich mir wieder einen Gewinn auszahlen und es ging auf einmal nicht mehr ! Auf Nachfrage meinerseit wurde mir dann mitgeteilt dass das Casino die Kontoauszüge der letzten drei Monate von meinem Bankkonto braucht um etwas zu prüfen ! Hab dem Casino dann die Kontoauszüge der letzten vier Monate als PDF erfolgreich hochgeladen ! Nachdem ich einige Tage dann nichts vom Casino gehört habe hab ich dann wieder dem Support geschrieben ob es was neues gibt, worauf sie dann zusätzlich auch noch meinen Arbeitsvertrag haben wollen ! Den habe ich dann auch eingereicht und trotz einer schriftlichen Zusage vom Support das dies das letzte Dokument wäre das benötigt wird vordern sie jetzt schon wieder einen Kontoauszug von einem Monat und zusätzlich meine lohn Abrechnung vom Juni ! Ich komm mir echt verarscht vor und frag mich ob das so richtig ist was ich mir nicht vorstellen kann !

Thank you very much for your reply, Katzenbuyer. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hallo ich kann den Verlauf leider nur als Screenshots senden weil die Emails im Spam Ordner waren und leider inzwischen automatisch gelöscht wurden !

Hier sind die letzten drei Auszahlungen auf der Transaktionsliste

Die Emails waren in meinem Spam Ordner und sind mittlerweile leider schon automatisch gelöscht worden deshalb hab ich Screenshots von dem Schriftverkehr gemacht und hab auch noch die drei letzten Auszahlungen aus der Transaktionsliste dazu gemacht

Thank you very much Katzenbuyer for your reply. 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.

Hello, Katzenbuyer,

I am sorry to hear about your negative experience. 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 state the reason why the player's account needs to be re-verified? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw his winnings?

Thank you in advance for providing the information.

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’.

Greetings,

I was provided with the following information from the casino:

"Your matter has now been forwarded to the relevant department.

One of our team members will be in touch with you as soon as they get back to us."

So, currently, I am waiting for the casino's reply and information regarding the issue. I am extending the timer and providing the casino with a few more business days to reply.

Looking forward to hearing from the casino soon.

Dear Katzenbuyer,

I received another piece of information.

"The player did not complete the due diligence procedure, we have re-requested all the documents from the player to help them."

Have you already been contacted by someone from the casino? If yes, is there any progress? Could you please provide us with an update on your issue?

Hallo

Ich habe um mein guten Willen zu zeigen die geforderten Dokumente ( lohn Abrechnung von Juni und die Kontoauszüge vom selben Monat ) gerade eben erfolgreich hochgeladen und hoffe das mein Geld zeitnah freigegeben wird ! Würde aber gerne wissen wo geschrieben steht das ich dem Casino diese Dokumente überhaupt zur Verfügung stellen muss oder dieses Verfahren von einem Casino angewendet werden darf ? Dieses Casino ist weder eine Behörde noch möchte ich einen Kredit beantragen deshalb habe ich auch eine Beschwerde bei der mga eingereicht ! Ich hoffe aber trotz allem dass es sich jetzt erledigt hat ohne weitere Probleme ! Danke

Greetings,

Dear Katzenbuyer,

Is there any progress on your issue? Could you please provide us with an update? Were your additional documents accepted and approved? Have you already passed additional verification? What is the status of your withdrawal?

As for the complaint with MGA - did you contact them or did you also file an official complaint directly with this regulator?

Leider ist der Status immer noch unverändert es kam noch nichts von boombang keine Reaktion auf die hochgeladenen Dokumente das ist echt unfassbar wie die mit mir umgehen!

Ja hab eine offizielle Beschwerde bei der mga eingereicht aber es wäre mir lieber wenn es nicht so weiter ginge sondern ich mein geld endlich ausgezahlt bekäme !

Thank you for the update, Katzenbuyer.

I contacted the casino again and asked them to provide me with an update. However, it looks like the casino is not able to provide us with replies directly in this open thread for some reason.

Therefore, although I am setting the timer (to keep track of timeframes) for the casino, I will likely provide you with the reply and/or an update from the casino by myself once it contacts me.

Thank you for understanding. I believe the casino will respond to me in the following days.

Dear Katzenbuyer,

This is the update that I received some time ago from the casino:

"The player has still not completed the verification process.

After this has been completed there is nothing in the way of the withdrawal request."

When it was the last time you were in contact with the casino and what documents it requested from you?

Was heißt denn Verifizierungsprozess ? Ich war doch verifiziert sonst hätte ich doch nicht bereits 11 Auszahlungen auf mein Bank Konto ausgezahlt bekommen !?

Es wäre die 12 Auszahlung um die es hier geht und die mir immer noch verweigert wird! Ich bin allen Forderungen nachgekommen die auf einmal verlangt wurden wie z.b. : die Kontoauszüge von 3 Monaten meines Bankkontos als PDF ; meinen Arbeitsvertag als PDF ; meine lohn Abrechnung vom Juni als PDF; nochmal die Kontoauszüge vom Juni als PDF; und jetzt soll ich einen Nachweis erbringen woher das Geld stammt das ich im Juni auf mein Bank Konto eingezahlt habe das ist doch nicht normal! Nur zur Erinnerung ich habe in den 6 Wochen vor dieser verweigerten Auszahlung insgesamt 18 000 € von dem Casino ausgezahlt bekommen womit sich die Frage eigentlich schon selbst beantwortet ausserdem hab ich eine wertvolle Uhr privat verkauft! Da dies das einzigste ist was ich belegen kann habe ich die Quittung sowie den Ausweis und eine schriftliche Bestätigung des Käufers als PDF beim Casino hochgeladen ! Ich rechne mittlerweile leider nicht mehr damit das ich mein Geld bekomme da ich der Meinung bin das dass Casino mich um meinen Gewinn prellen wil !

The verification process was already explained in more detail above by my colleague Kristina.

However, I dare to disagree. The casino has the right to request any documents from players upon additional verification or to verify their identity or newly used payment methods. If (for example) the casino has a rule that it accepts some types of documents not older than 3/6/9 months and, in the meantime, one of the already provided documents lost validity for the casino as a document for verification, they need an up-to-date one. But, those were just examples.

This is the last information that the casino provided me with recently:

• the required information would disclose too much of the client's account and possibly personal information so the casino cannot disclose that
• to obtain a complete list of missing documents the client should write an email to the casino's KYC department (kyc@mail.boombang.vip) or check his mailbox for the last email where documents were requested

Unfortunately, I was not able to get more details. Therefore, allow me please to ask you a few questions.

What total amount did you deposit to the casino? From what amount did you win the disputed €5000? Do you try to withdraw these €5000 to the same bank account or by using the same payment method that you previously used for deposits? Is it possible to see your deposits and withdrawals from the casino in the bank statements that you shared with the casino? When did you receive the last email from the casino and what exactly was required from you?

Although it is not usual, I am afraid that the casino has the right to request such documents from players residing in Germany. But, it should be done upon deposits, not after a big win or upon a withdrawal request. Otherwise, if we are talking about applying AML rules, the casino should not accept these deposits at all.

Hallo die letzte Email vom Casino habe am 29.8. Bekommen aber hab seit dem immer noch keine Rückmeldung bekommen ob die zuletzt hochgeladenen Dokumente nun ausreichen oder nicht also immer noch die selbe Situation wie seit über 2 Monaten ! Es ist immer alles über ein und das selbe Bankkonto gelaufen anders würde es auch nicht funktionieren ! Ich lade im Anschluss noch die letzten Einzahlungen im Juni hier hoch und auch die Auszahlungen die ebenfalls im Juni an mich überwiesen wurden !

Thank you for the information and screenshots.

However, I am afraid some of my previously asked questions have not been answered, so I am resending them once again.

"What total amount did you deposit to the casino? From what amount did you win the disputed €5000?"

This is the recently received information from the casino (received in the early morning on the 7th of September):

"The player was again advised to upload the requested documents requested by us.

Once the player has fulfilled this requirement, we will proceed with the withdrawal."

Can you please confirm you were requested for other documents? If yes, did you already provide the casino with them? Is there any progress in your verification process?

Also, one more question regarding the mentioned MGA complaint arose.

You wrote "Yes, I submitted an official complaint to the mga, but I would prefer it if things didn't go on like this and I finally got my money paid out!" - According to this, it appears that you have a choice whether or not to proceed with the complaint process with the MGA. But, if you submitted a complaint with MGA, the regulator is already investigating the case, and there is nothing on our side that we further could help you with. It is necessary to wait for its final decision. Until then, this complaint may be closed temporarily.

So, please, can you confirm that you really submitted an official complaint with MGA (ADR)?

Dear Katzenbuyer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Das ist der letzte Schriftverkehr den ich mit dem Support hatte und seitdem warte ich darauf dass sich das sicherheitsteam von boombang meldet ich habe alles eingereicht was verlangt wurde!

Das Beschwerde Formular von der mga habe ich zweimal ausgefüllt und gesendet habe aber noch keine Antwort bekommen !

Hello, Katzenbuyer,

I apologize for the delayed reply and thank you for your confirmation and update.

Although you are avoiding providing answers to repeated questions about your deposits and winnings, you will have to provide these answers to the regulator, or MGA will obtain them from the casino. The same applies to providing the necessary additional documents to complete your account verification.

Unfortunately, since the complaint has already been submitted directly to the gaming authority, we have no choice but to wait for the results of their investigation. Please note that the process may take a few weeks.

Therefore, now I am closing the complaint as temporarily unresolved with a note that we are waiting for the regulator's final decision, and I will wait for an update. In this case, the casino's rating will not be affected.

Please, once you have any news regarding your issue, or receive a final decision from the regulator, do not hesitate to let me know about it at branislav.b@casino.guru. In case we are not provided with any update for a long time, I will contact you in a reasonable time. I sincerely believe your issue will be resolved shortly.

The casino also may provide us with an update anytime.

Thank you for your understanding.

Dear Katzenbuyer,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at branislav.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us.

Thank you in advance for your reply.

Dear Katzenbuyer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested information will be necessary.

Best regards,

Branislav, Casino.Guru