The player from Germany has been waiting for a withdrawal from Boomerang Bet for six months and is facing issues with verifying his address after moving. Despite multiple submissions of proof of address and contacting support several times, her requests remain unresolved.
Boomerang-Bet Casino - Player’s withdrawal is delayed due to account verification problems.
Amount: €7,800
Boomerang-Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for casino to reply
5d 17h 56m 53s
Case summary
yesterday
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2 weeks ago
Translation
I need help to receive my payout from Boomerang Bet. A few months ago, I registered and won. I have been waiting for the payout for ages. I requested withdrawals on February 29th. During that time, I was under a lot of stress and didn't log in for a while. When I did, I saw that I needed to verify my account. I submitted all the documents and followed the steps. Everything was accepted except for my proof of address.
In the meantime, I also moved to a new city. I contacted live chat several times and asked them to update my address. They referred me to the team via email. I contacted the team via email and sent a current proof of address right away. After several days, they responded and told me that I need to upload the proof of address to my account before they can change my address.
I then uploaded the proof of address to my account, and it was rejected after 2 days without any explanation. I uploaded it again, and it was rejected once more with the explanation that the address does not match my account address. I went to live chat, explained everything again, and they told me to email the team once more. After several discussions, the chat representative forwarded it to the team along with my proof of address. Again, nothing happened for several days. I sent another email to the team and was told it had been forwarded to the relevant department and would be processed soon. Days went by without an update. I asked again what was happening, and now they responded that I need to send the proof of address via email, which is what I did right at the beginning. I sent it again and have not heard back since.
I feel like I'm being led astray by the casino. It feels as though they are sending me from one place to another without actually being interested in solving the issue.
Please help me.
Automatic translation:
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2 weeks ago
Dear victorovic,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Have you provided any proof of residence of your old address?
- Could you explain when approximately you moved to a new address?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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2 weeks ago
Translation
Hello Thomas, I have forwarded my emails to your email.
I moved a few months ago, shortly after registering at Boomerang Bet.
I also have proof of my old address.
Automatic translation:
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2 weeks ago
Dear victorovic,
In the email from August 28, the casino support asked you for proof of the address you have registered with in the casino - the address originally entered in your casino profile.
"We would kindly like to inform you to submit a proof of address with your email address registered on your Boomerangbet casino account. Thank you for your understanding!"
What kind of document have you provided? Please provide a list of documents you provided for your old address and your new address here.
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2 weeks ago
Translation
Hello, I have sent you proof of my new address and also of my old address.
Yesterday you replied that I should now send the document from the old address in PDF...
I don't have any PDF documents and have been getting everything printed out by mail for years. Also, I can't possibly get any new documents from the old address because I no longer live there. By the way, their verification page says that they accept JPG, PNG and PDF. I replied to the email but the email can no longer be delivered because the casino's email address apparently no longer exists.
Please help me. It all feels like a waste of time to me.
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1 week ago
Thank you very much, victorovic, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 week ago
Dear victorovic,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Boomerang-Bet Casino representative to join this conversation.
Dear Boomerang-Bet Casino, could you please provide more information about this case?
Looking forward to your reply.
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3 days ago
Translation
Boomerang Bet is now completely ignoring my emails and no longer responding at all. 6 days ago I sent another email which has also remained unanswered to this day.
Automatic translation:
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yesterday
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’ which may negatively affect its rating.
Boomerang-Bet Casino has 5d 17h 56m 53s to reply
Katarina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
