Boomerang Casino - Player experiences difficulty with KYC procedure.

Good afternoon. When passing KYC, I cannot confirm the address of residence as I work in view of residence and permanent address in Finland does not require legislation. I confirmed my stay in the country and repeatedly, but the casino is not satisfied. I can provide a lot of other documents that my income is official. The situation is in a dead end. Maybe you can help.

Hello Gonor,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boomerabng 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

Approved ID card, payment document. The verification process is already about a month. There was no problems when depositing, but once I applied for payment immediately began problems. I talked to them yesterday. I tried to explain that I can't provide checks for payment of utilities. All attempts are futile. 28.11.23 provided them with a statement that he addressed one of the medical institutions at the place of residence, toot in Finland.

Dear Gonor,

We are sorry for the negative experience you encountered at our casino.

We are deeply disheartened to know that you faced difficulties while going through the verification procedure at our casino. However, we would like to assure you that, in this case, we acted according to the rules of the casino, the withdrawal policy in particular.

Notwithstanding, let us explain the situation from our perspective.

According to our Terms and Conditions, each customer has to provide us with the documents which verify their identity.

Since residents of Russia are not eligible to register on our site according to the Terms and Conditions, and you are not a resident of Finland, you should have provided a document confirming your stay in Finland, as during the registration you have mentioned that you live in this country. It can be a utility bill (water, gas, electricity), cable TV/cable phone or cable internet, bank statement, or any document issued by the government, showing full name, full address, and issue date, not older than 6 months.

We would like to note according to the Terms and Conditions we reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested.

You were advised to contact the local municipality and request a document on confirmation/registration of the place of residence. We hope you will manage to provide us with requested information which is necessary for your successful verification.

Kind regards,

Boomerang Casino team

Good afternoon. Additionally, I sent my passport and an employment contract.

Hello Gonor,

Thank you for the provided update. Please keep in mind that verification may take up to a few days so please let us know within a week what is the situation with the verification.

Good afternoon. The situation is as follows. 5.12.23 They requested to provide additional documents: a passport and a contract. Everything has been successfully verified and approved. But today they asked for utility bills and a statement from a Finnish bank again. I do not know how to explain to them that I do not have them.

And by the way, why would they need my documents if they weren't going to verify me using them. It looks like a full-fledged fraud. although the documents were all confirmed and approved.

"The finance depart­ment only asks for this document. If you provide it, you will be able to continue making withdrawal requests".

The support response to my request for video or photo verification. It is obvious that they have no intention of paying money.

Hi Nick. For today, the casino has approved my passport, bank statement, Finnish ID, and employment contract. And that's where it all stopped. confirmation of the address is also required. Although for more than 2 months now I have been confirming to them that I am in Finland and they know about it.

Good afternoon. Well, that's the end of our story. The casino has closed the account. Just a thief.

Hello Gonor,

Did the casino explain the account closure? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Hi Nick. They blocked the account, they say it's been more than 30 days and this is a violation of their terms and conditions. Allegedly, they have been trying to verify me for so long. They said they would refund all deposits. Although for 2 weeks, if not more, they could not approve the card statement. They were dragging their feet. I sent their reply to the post office.

Thank you Gonor for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Gonor for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Boomerang Casino for their help in resolving this complaint. We would like to know why was the player's account blocked when they have provided the requested documents they could.

Thank you!

Dear Сasino Guru representative,

Thank you for reaching out to us regarding the closure of the account.

We had requested specific documents to confirm the player's location in Finland, in accordance with our Terms and conditions.

However, as those documents were not provided within the stipulated timeframe, the account was closed. All deposited funds have been refunded to the player.

Dear Gonor,

We understand the inconvenience this may have caused, and are sorry for any frustration or misunderstanding. 

Thank you for your understanding and cooperation in this matter.

Kind regards,

Boomerang Casino team

Thank you for the clarification Boomerang Casino representative.

Dear Gonor, let us know if you received the refunded deposits as unfortunately, we won't be able to assist further in this case. Thank you in advance!

Dear Gonor,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.