The player from Germany requested a change of personal information in order to place a new withdrawal request. The complaint was closed as resolved based on the information from the player about successful withdrawal.
BoomBang VIP Casino - Player would like to change their registered address.
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
1 year ago
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2 years ago
Translation
On April 11th, I informed the casino that I had moved and asked for my registration data (i.e. the old address is no longer correct) and to change it I uploaded the documents. I then wanted to request a payout, but then I get the message that there is a system error and that I should contact support No reaction from the casino! I would like to have money paid out but I have no way of doing so! The support there is really underground from my point of view. Maybe it will help to file a complaint here.
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2 years ago
Dear Hightower,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if there is any relevant communication that you could forward to petronela.k@casino.guru? Is the permanent address the only information that you wish to change?
I hope we will be able to help you resolve this case as soon as possible.
Best regards,
Petronela
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2 years ago
Translation
Hello, thank you for your efforts. Yes, only my address has changed, everything else such as account/bank and telephone number have remained, but I will also write you an email again
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2 years ago
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Additional comments from the player:
"Good evening :)
First of all thanks for the help
After I opened the case with you, an email came from Bommbang.vip in the evening that my request will be forwarded and someone will contact me quickly, so far this has not happened, I can't request a payout either because Thursday 21.4 has been coming every time The message that an internal error has occurred and I should let the support know, I wrote this again today on April 25th by email for the 2nd time and also asked about the status of my verification, because nobody reported or reacted."
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2 years ago
Thank you very much, Hightower, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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
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In the meantime I have received an email that you want proof of address for the 3rd time, I took a current excerpt from online banking where everything is visible and you also wished for a selfi where I hold my ID card in my hand, which I have not done with any verification in others Had to do casinos! If I had won tens of thousands of euros I would understand, but not at just over €100
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2 years ago
Hello, Hightower,
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 has not been re-verified yet? What documents are problematic? What steps do a player need to take to successfully verify their account with the new personal data?
Thank you in advance for providing the information.
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2 years ago
Translation
Thank you Branislav, maybe that'll do something, I'm pretty desperate now, I have to admit! If it's about huge sums, I would understand it, but not with such a mess. Of course, everything should be in order without question. But where the problem is I do not know either
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2 years ago
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Today I happened to see that my user data was changed to the new home address, but I was not informed about this, nor was there any message as to whether I am now verified and I can still not apply for a payment, there is always the message System error please report to support, This message has been coming for a good 2 weeks and the support has been written to several times, but no reactions to it either.
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2 years ago
Thank you, Hightower, for the update.
However, I would like to wait for the casino's response - if they react at all.
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2 years ago
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Branislav, I don't have much hope for that! But this one dies last, as is well known
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1 year ago
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I can report at least a partial success, today I received an email that my account is finally verified with my new data, but I still cannot make a payment, the message continues to come that there is a system error and I should contact support, I have this done again today. Let's see how long this will drag on.
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1 year ago
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I was finally able to apply for a payout today and it was approved directly, the money should actually be in my account tomorrow or on Monday! But from April 11th to May 5th the whole thing has moved, the customer service is really slow and expandable
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1 year ago
Great news, Hightower!
At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
However, to be sure, I will keep this complaint open until your confirmation regarding successful withdrawal or an update.
Please let us know as soon as you receive the payment.
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1 year ago
Translation
So, after more than 4 weeks of theater, the money went into my account today and the case has been settled from my point of view! The customer service there is definitely expandable!
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1 year ago
Thank you very much, Hightower, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Best regards,
Branislav, Casino.guru
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