The player from Italy hasn't received their withdrawal due to unfinished verification. The verification was later completed and the withdrawal request was successful.
Boomerang Casino - Player's withdrawal has been delayed.
Amount: €1,850
Boomerang 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I made a withdrawal request on February 13, 2022 for € 1850.
On February 18, 2022 (5 days later) they start asking me for documents (photo of credit card, identity document and various proofs of the residential address.
After that, I don't get any more emails from them.
I contact support in chat and they ask me for an additional document proving my residential address (which I send). Then silence from them again.
On February 27, 2022 (9 days later) I contact the chat support again and they tell me to send all documents back to kyc@boomerang-casino.com .
On March 1, 2022 (2 days later) I send an email asking them to confirm the receipt of the documents but again I do not receive any response.
It has been 17 days since my withdrawal request was unsuccessful. I have played with other non-AAMS casinos in the past and I have to say that I have always received replies and payouts (much higher amounts) within a week. Pity
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2 years ago
Dear usatrust90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Have you made any successful withdrawals before? Do I understand correctly that you haven't received any confirmation regarding successful verification yet?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear Kristina,
it is the first withdrawal request on this casino so I have not received any credit from them yet.
I forward all the emails that I have exchanged with them to your address kristina.s@casino.guru.
A thousand thanks
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2 years ago
Thank you very much usatrust90 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
Hi, yesterday they wrote to me asking for an additional document that proves my residence (I had already sent 4 different ones). I hope it's not a way to waste time. I'll update you if anything changes.
Thank you
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2 years ago
Hello usatrust90,
I'll take care of your complaint from now on. I looked at all the documentation you sent us and will try to help you resolve your issue with the verification. From my point of view, the address of residence is clearly displayed on the identity card and all the other documents you provided. There are documents that are less than 6 months old as well. I would like to ask the casino into the conversation in order to explain what is the issue is.
Dear Boomerang Casino,
Could you explain what prevents usatrust90 from being verified and what steps can be done to resolve the issue?
Thank you.
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2 years ago
Translation
Dear Tomas,
I sent yet another proof of address yesterday afternoon and again yesterday afternoon they replied that they had forwarded the document to the administrative department. This morning I received another email from support telling me that VPN activity on their site is not allowed and that they may permanently close my account. Perhaps now they have no more excuses for delaying payment by sending documents and soon they will close my account with this trick. To be safe, I don't log in for a while. Will update. Thank you
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2 years ago
Translation
On Thursday I even sent a residence certificate issued by the Italian government. This morning I write with a reminder and they ask me for an additional proof of residence. I have played with dozens of different online casinos and a simple bank statement has always been enough to validate my address. I sent them at least 5 address proof documents. I am beginning to fear that it is a strategy to not pay and that I will never see my money.
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2 years ago
We would like to ask Boomerang 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’.
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2 years ago
Translation
Yesterday they finally verified my account. Now I wait for them to confirm the withdrawal and for the funds to arrive.
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2 years ago
That is good news, usatrust90. I'm glad your account got verified and I'll await news about your successful withdrawal. I'll keep the complaint open until you confirm you received your winnings. Keep us updated. Much appreciated!
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2 years ago
Translation
Good morning,
the casino paid. You can close. Thank you
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2 years ago
I am glad to hear you received your winnings, usatrust90! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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