Boomerang.Bet Casino - Player’s withdrawal has been delayed due to verification issues.

It has been a month since i am trying to verify my account. I have send anything they asked me, and every time they ask for something new. I have send passport, photo of the card i made deposit, transaction history for 3 different periods for this card, selfie with the card and casino page in background, proof of adress, transaction history for another credit card (for 4 different time periods) that i have never used in this casino, just because i have transfered in the past money between the two cards and many more. Recently they asked me source of funding for the card that i never used to the site! Because it is a debit card connected with a bank account, i have send them (for second time) history of this account and i am still waiting!

Hello antonio2967,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boomerang.Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The verification process started at 17 of May. They have already approved id, adress, selfie, card photo, proof of cardholder. The problems is with the cards anf the trasactions history. I used a card (revolut) and made only one deposit,They asked me transaction history for 3 different times (even before or after the date of the deposit) and then started ask things about another card (visa *2000) that i used to transfer money to the the revolut card. So i send them photo and proof of cardholder for the *2000 card and they asked at first for transaction history from 1/5 to 17/5 , after a week for 15/4 to 17/5, after for 1/4 to 17/5, after from 1/4 to 30/5! They are not informed me if something is wrong and when i checked the kyc page i saw this

I was trying to ask what kind of document they need and after sending every day mails for almost a week , (because for some days at the live support they were telling me that they dont need anything else and that it was a system failure), finally they informed that i have to send again the same transaction history and proof for the source of the funds. I remind you that it was for a card that i never used to deposit at this casino and i dont think they need such things as source of funding for verification (personal data). Anyway i send them transaction history for the visa 2000 card but because it is a debit card the source of funds is only visible at the account that the card is connected. So i send them also bank account history.

Today i received this mail! As i have said to you before i have already send transaction history for my debit card *2000 for many different periods. The last was for 1/4/24 to 30/5/24. I have also send transaction history for the bank account that this debit card is connected. And now they are asking me for a paper from the bank that the bank do not provide transaction history! The funny thing is that i have send to them transaction history from this bank so many times!!! 3 or 4 for my debit card and 2-3 for the connected banking account! Also i have to remind to you that i gave never done a single deposit with this card at boomerang bet site.

once again they rejected my documents and through support they asked me again for the same thing: transaction history for my debit card, with balance and sof both visible. Once again i tried to explain that this card is debit so it has the same balance/ sof with the connected bank account. I cant believe a casino can tell the difference between debit and other cards! i send them once again statement of the card where they can find the linked account, sof of this account and transaction history of the card.

At last today there was something positive. They told me that my verification will be completed if i log in with no VPN use and contact the support through chat. I have already done this and i am waiting

Second day in a row, i entered site (with no VPN use) and i had contact with the support following the instructions to conclude the verification process and i am waiting..

i log in every day and contacting the support (without using Vpn) , but nothing happened so far, i am waiting..

Hello antonio2967,

Does it mean that you've been using VPN until now to access the website? When was the last time you contacted the support since you've logged in without VPN?

Finally , my account is verified and they started paying out. Case resolved

Dear antonio2967,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru