The player from Germany experienced significant delays in processing a withdrawal of €2,500 from Boomerang Bet casino, which he had requested three weeks prior. After providing various KYC documents, he continuously received requests for the same overview of Mifinity transactions, leading to frustration due to a lack of responses and unresolved issues. The Complaints Team was unable to assist further as the player did not respond to inquiries regarding the status of his verification, resulting in the rejection of the complaint.
Boomerang-Bet Casino - Player's withdrawal has been delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Boomerang-Bet Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Good evening,
I won €2,500 at the Boomerang Bet casino after depositing €100 + a 200% bonus (Casino Guru Bonus). I won pretty quickly, so I wasn't in the bonus money yet, and the support employee said I could settle my account and withdraw it, which I did. I then started with the KYC process straight away. First they wanted the usual documents, then suddenly a photo with my ID, then all of a sudden a photo and ID, with the casino website in the background. I found that a bit strange, but I did it anyway. Then they wanted various screenshots of my deposit method, which was all legitimate. But for the last three weeks I've been desperate. They're demanding an overview of Mifinity from January 21st to February 21st, 2025, with all incoming and outgoing transactions, as a PDF. I had to request this from support, as they can't simply create one. Two days later (February 26th, 2025), I received it and uploaded it. Two days later, without any response from the casino, the same document was requested again. This process was repeated every two days, and I was never told why the document was not accepted or what the problem was. When I asked the live chat, I was told to contact them by email, which I then did. But they just told me to upload the document. Now, as of today (March 17th), after asking again, I have been informed again that this document is still missing, even though I was told in the previous email (February 28th, 2025) that it could take up to 10 days and that I should just wait and I would be contacted by email as soon as everything was verified. Since nothing has happened up to yesterday, it seems I contacted the live chat, who referred me again to their colleagues, who will get back to me by email. I have just received another standard email, requesting the same document from Mifinity, which I have already uploaded countless times. I feel like I've been completely ripped off here and need help. I'm happy to provide more screenshots upon request.
Thank you,
Mike
Automatic translation:
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8 months ago
Dear xM1K3x,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC (Know Your Customer) verification is a crucial security measure that ensures funds are sent to the rightful owner. Since casinos do not have the ability to physically verify players' identities, this process is necessary to comply with regulations and protect all parties involved. Licensed and reputable casinos take KYC very seriously, and while it can sometimes take a few business days, it is an essential step in ensuring safe transactions.
- To better understand your situation, could you please confirm whether all your documents have been successfully verified, apart from the transaction statement?
- Additionally, could you specify which payment method you used to fund your MiFinity e-wallet? Did you transfer the funds from your bank account?
I appreciate your cooperation, and I sincerely hope we can assist you in resolving this issue as soon as possible. Looking forward to your response.
Best regards,
Veronika
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8 months ago
Translation
Hello Veronica,
I agree that KYC is very important. However, in over five years, it has always been sufficient to submit all relevant details via screenshot. All my documents were approved, or at least I assume so, because they were no longer requested. Unfortunately, there is no way to check the status in the account, unlike with other casinos. I deposited from my bank account to Mifinity and submitted a screenshot of this, as well as all relevant information from Mifinity (account, personal details, etc.). However, this was not requested, and they referred to the transaction list, which I requested and submitted at least five times. Unfortunately, I never received a reason for the rejection upon request, or it was never actually rejected, at least not visibly. The KYC request was simply resubmitted regularly with the same note:
"Please upload an overview of all transactions (incoming and outgoing) from your Mifinity account, including the casino deposit. Screenshots are not permitted."
According to Mifinity Support, such a list is not normally issued and was created as a goodwill gesture.
Thank you for your efforts
Best regards
Mike
Automatic translation:
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8 months ago
Translation
Good evening,
I've just been asked for another document for verification for the first time ever. In this case, a transaction list from January 21, 2025, to February 21, 2025, of all deposits I made to my Mifinity account. I have a glimmer of hope again.
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8 months ago
Translation
Hello,
Unfortunately, that small spark of hope only lasted a short time. Now I'm getting another verification request without any information about what's required. This casino makes it impossible to verify. I've never had so many problems. There's no information about what's required; it only serves to delay the process.
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8 months ago
Has the document with the deposits into your Mifinity account been approved by the casino? Have you received any emails to inform you about the status of your verification in the last couple of days?
