The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Unfortunately, there was no response from the casino, so the complaint was eventually closed as 'unresolved'. Some months later, the player e-mailed us to tell us that they had since received the payment, so the complaint was re-classified as "resolved".
BoomBang VIP Casino - Player’s withdrawal has been delayed.
Amount: €100
BoomBang VIP 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
2 years ago
Public
Public
2 years ago
Translation
I would like to file a complaint. I made multiple deposits at this casino and had only good experiences with their sister casinos, but it is a disaster here... I deposited several 100 euros here and never had a profit. At some point, the day came and I did won 100 euros from free spins, which of course I wanted to cash out as of December 2021. Since then I have been trying to verify myself here almost every day, either it means you have all 3s, it would only take a while then you need something new for verification or you need documents which I already have 500 times a handed... I want my money back, if possible not just the winnings but my complete deposits I feel like I've been fooled to the core what I only recently registered was that the playing conditions for German players were not legal because I was able to turn well over a euro bet!!! At a time when the new gambling contract has long been in effect I am willing to report myself if necessary but I would like my deposits back I am happy to send you the correspondence between myself and the casino
If this doesn't help, I will also contact mga directly
However, I hope that you can help me again
Automatic translation:
Public
Public
2 years ago
Dear Sebbomd,
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. However, approximately two weeks should be enough to verify the players' identities.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you been informed what specifically seems to be a problem in verifying your account?
Moreover, if you lost all your deposits voluntarily and during the gameplay, I am afraid that the chance to successfully receive a full deposit refund is very small to non-existent, so I would rather stay focused on receiving your winnings.
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
Public
Public
2 years ago
Translation
So I already sent!
A bank statement showing my incoming money and a payment to the casino (I blacked out the rest because no one cares how much I spend when and for what)
Proof of income from last year and this year
identity card
Bill from my cable provider to verify my residency
Copy of my regional bank's debit card
Revolut - Visa card (in advance)
as well as pdf from the bank to verify my virtual Mastercard with which I paid in there
Screenshot of my Paysafe account showing the payments to the casino
I have sent everything now request the unredacted bank statements which I cannot see!!!
Furthermore, I do not understand exactly what they want?
QUOTE :
Maiara
September 8, 2022 at 15:47
Hi Sebastian,
Thank you for submitting the required documents as requested. We greatly appreciate your cooperation in this matter.
These documents have since been approved.
However, to open your account, we ask that you submit the following documents:
- A recent bank statement (PDF format) for the period over the last 30 days, clearly showing all your details, bank details, unfiltered transactions and balances, together with the same services corresponding to the service statement.
- If this bank account has a unique link to one of the payment methods used as a deposit/withdrawal source on our website, these documents will suffice.
- If this is not the case, we also require a transaction statement for one or more of the payment methods used as a deposit/withdrawal source on our website. This should also show incoming funds originating from the same account that your services are received into.
Your privacy is taken very seriously and you can be assured that we will only use the requested information for compliance purposes. Your documents will be treated with the utmost confidentiality and will be processed and stored by us in accordance with the requirements of the General Data Protection Regulation and our data protection declaration.
Thanks in advance for your understanding. Please reply to this email or contact our customer service if you have any questions.
Kind regards,
Maiara
Boom Bang VIP Support Team
Automatic translation:
Public
Public
2 years ago
Thank you very much Sebbomd for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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.
Public
Public
2 years ago
Hello Sebbomd,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite BoomBang VIP Casino to join the conversation and participate in the resolution of this complaint.
Dear BoomBang VIP Casino,
Can you please clarify exactly what is required for the player to complete the verification process?
Kind regards,
Adam
Public
Public
2 years ago
Dear Sebbomd,
There has been no response from the casino so far. I will attempt to contact them again.
In the meantime, please let me know if there are any developments.
We would like to ask BoomBangVIP 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.
Public
Public
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’.
Public
Public
2 years ago
Dear Sebbomd,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its 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 the 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 eCOGRA - Alternative Dispute Resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It may have better options and tools to help players. Please let me know how they respond (adam.m@casino.guru).
I wish I could be of more help.
Best regards,
Adam
Public
Public
2 years ago
This complaint has been reopened at the request of the player.
I received the following message from the player via e-mail:
"The money was paid out to me today after six months"
Dear Sebbomd,
I'm glad to hear that your issue got resolved. 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. We are here to help.
Kind regards,
Adam
