The player from Germany had made two withdrawals totaling 300€. Despite having completed the requested verification process, the status of these withdrawals had remained 'pending'. After the player's account had been verified and the withdrawal approved, he reported that he had not received his funds. The casino had been unresponsive to the player's queries about this issue. We had attempted to extend the discussion and request more information, but the player did not respond. As a result, we could not investigate further and had to reject the complaint.
Boomerang Casino - Player's withdrawal is delayed despite verification.
Amount: €300
Boomerang Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
Hello,
On November 27, 2023, I made two withdrawals of 100€ and 200€. The status is showing as "pending". After a number of enquiries, I was informed via live chat that the withdrawals were successful and that I would receive the money in my account (screenshot available)
I wanted to double-check the status and suddenly, I was prompted to verify myself. I uploaded all the necessary documents which were accepted. However, I still haven't received my money. Also, the status is still showing as "pending". Please help me get my money.
Automatic translation:
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1 year ago
Dear macknufi1993,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas,
Many thanks for the answer. I'll wait and report back if there are still problems after checking.
Automatic translation:
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12 months ago
Translation
Hello Tomas,
my account was successfully verified and the withdrawal was approved.
However, there are still problems with the payout. According to the casino I should have already received the money, but I didn't receive any money and I also sent the casino a recent bank statement. The casino has not responded since then.
Automatic translation:
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12 months ago
Could you please specify when the withdrawal was approved?
Do I understand correctly you opted for a withdrawal via bank transfer? If you have any correspondence with the casino relevant to the case, please forward it to my email at tomas@casino.guru
