The player from Germany had been waiting for a withdrawal from Boomerang Bet for six months and faced issues with verifying his address after moving. Despite multiple submissions of proof of address and contacting support several times, her requests remained unresolved. The complaint was escalated, and after extensive communication with the casino, the player's account was verified. Eventually, all pending withdrawal requests were processed, and the player confirmed receipt of the funds. The issue was marked as resolved.
Boomerang-Bet Casino - Player’s withdrawal is delayed due to account verification problems.
Amount: €7,800
Boomerang-Bet Casino
Safety Index:Very highSafety Index
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9.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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5 months 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.
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5 months 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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5 months 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.
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5 months 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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4 months ago
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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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4 months 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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4 months 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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4 months ago
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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.
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4 months 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’ which may negatively affect its rating.
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4 months ago
Translation
Boomerang Bet now wants me to buy a scanner and scan my old proof of address so that it becomes a PDF file.
I told the casino that I don't have a scanner and that I don't have any papers from my old address anymore because I haven't lived there for several months. All I have are months old photos of proof of address from my old address.
I have already sent the casino proof that I lived at the old address and now live at my new address.
Everything is being done to make the verification process as time-consuming and difficult as possible.
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4 months ago
Dear All,
Thank you for contacting us.
Please be informed, that we're waiting for a proof of the customer's new address and the document he has provided is outdated. We need a document not older than 6 months from the date it's provided on. Date of issue on the document provided by the customer recently is 7.03.2024, which doesn't meet our request.
Kind regards,
Boomerang-Bet team
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4 months ago
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It's unbelievable. I contacted the casino via email on August 19th and informed them of the change and sent my new proof. Before that I even contacted the live chat and uploaded it to my account but it was always rejected!
Boomerang Bet deliberately waited so long and delayed it until the proof was no longer current and "can no longer be accepted".....
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4 months ago
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I have sent Boomerang Bet a new proof of address.
I'm curious whether something will be thought up again to not accept it or whether the verification will finally be completed.
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4 months ago
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So my proof of address was initially rejected again and a new proof was requested. But this has now finally been accepted.
Now I'm curious when they start processing my withdrawals
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4 months ago
Dear Boomerang-Bet Casino,
thank you for your message.
Dear victorovic,
thank you for providing the updates. I appreciate the challenges that this process may present. It appears we are making progress. Have you had the opportunity to request your withdrawal? Additionally, has it been approved, please?
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4 months ago
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My withdrawals have been pending for months. I hope they will be processed soon as my verification is finally complete.
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4 months ago
Dear victorovic,
thanks for your prompt reply.
Dear Boomerang-Bet Casino,
considering the circumstances related to this complaint, could you please expedite the processing of Victorovic's withdrawal at your earliest convenience?
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4 months ago
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Unfortunately, I still haven't received a single payout
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4 months ago
Dear victorovic,
thanks for the update. I have contacted the casino outside this thread. I let you know once I receive any information.
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4 months ago
Dear Victorovic,
Please be informed, that your account is verified now, however your withdrawal requests were cancelled because they timed out. Please make new withdrawal requests and we'll process them one by one with priority.
Kind regards,
Boomerang-Bet Casino
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3 months ago
Dear Boomerang-Bet Casino,
thank you for your message.
Dear victorovic,
thanks for your prompt reply. It seems we are moving in the right direction. Please keep us informed once you receive your funds.
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3 months ago
Dear victorovic,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
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Hello, I receive regular payments. There are still 2800€ outstanding
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3 months ago
Dear victorovic,
that is a great news. Have you requested a new withdrawal for the remaining funds, please?
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3 months ago
Dear All,
Please be informed, that all of the customer's withdrawal requests have been processed from our side.
Kind regards,
Boomerang-bet Casino
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3 months ago
Dear victorovic,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
