A player from Germany, who had won a significant amount at an online casino, struggled to claim his winnings due to repeated claims that his documents were incorrect. He had submitted all required documents several times, but the casino claimed that the bank confirmation was not original, causing the withdrawal delay. Despite our attempts to assist and extend the complaint resolution period, the player did not respond to our messages and questions. Therefore, we were unable to investigate further and had to reject the complaint.
Boomerang Casino - Player's withdrawal delayed due to disputed document authenticity.
Amount: €21,000
Boomerang Casino
Safety Index:Very highSafety Index
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9.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Good day,
A month ago, I won a substantial amount at the online casino.
Since then, I've been continuously offered excuses, with claims that my documents are supposedly incorrect.
I am desperate as this involves a lot of money, and I have also made large deposits.
I have uploaded the original bank confirmation, but time and again it is claimed that it's not original. That's utter nonsense!! I have an account with N26 Bank and Sparkasse and I made payments with both!
I've already submitted all the documents (bank statements, ID, confirmation of a bank connection) ten times.
This can't go on like this. I'm disappointed and angry!
Please help me
Automatic translation:
Public
Public
7 months ago
Dear artimerissov,
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.
- Is verifying your payment methods the only obstacle in completing the verification process?
- 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
