The player from Germany had successfully withdrawn €2,000 of his €20,000 winnings at Boomerang but faced ongoing issues with KYC verification. After submitting multiple documents, including bank statements and utility bills, he continued to receive conflicting information and further requests for proof of address, which led to a prolonged delay of over five weeks in accessing his remaining balance of €18,100. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific resolution details were not provided.
BOOMERANG BET Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €18,100
BOOMERANG BET Casino
Safety Index 7.7 Above averageCase summary
Discussion
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1 month ago
Translation
I won a large sum (approximately €20,000) at Boomerang. I played without bonuses, and verification wasn't possible or necessary. The maximum daily payout was €500. After four successful withdrawals of €500 each, KYC verification was then required.
The balance is €18112.
I uploaded and submitted all the required documents to my account, and then nothing happened for about 10 days. I inquired about the verification status via live chat and email, but received conflicting answers each time. At one point, I was told everything had been successfully verified, while at another, I was told there was a payment hold-up.
After 14 days, my account requested that I send new proof of address. The previously submitted bank statement was rejected because it was from an online bank (Revolut).
However, I don't have any other bank account. I then submitted a mobile phone bill and a bill from my liability insurance. Everything was perfectly normal, with my address and name in Germany. Then nothing happened for another seven days.
The account then requested proof of address again (without explaining what had happened to the two most recently submitted documents), and after 12-13 days I finally received a reply to my first emails.
Still with the statement that I should submit other documents.
I clearly see this as a tactic to delay me and make me play again. But I won't do that.
Eight days ago I replied directly to the email and have now finally submitted my electricity bill (pdf) as well as an official tax receipt.
Everything is clearly stated, including my correct address, which I also provided in my Boomerang account.
I am genuinely worried that even this evidence will not be accepted for some reason.
I should mention that I'm an experienced online player and have successfully verified my account with countless providers. This is the first time in my entire life that I've encountered such problems.
This whole ordeal has been going on for about 5 weeks now, and the situation is really stressing me out, not being able to get my €18,100.
I sincerely hope that Casino Guru can mediate and that my Boomerang Bet account will finally be successfully verified so that I can make my withdrawals.
Automatic translation:
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BOOMERANG BET Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you played from only a single device from home?
- Have you deposited using the payment method in your name exclusively?
- Could you please share with me your communication originating from the casino's support regarding the verification requirements? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationHello Thomas and thank you very much for the quick response to my complaint.
1.) I only played using my mobile phone. Sometimes from home and sometimes on the go.
2.) Boomerang informed me that both my ID and my credit card were successfully verified.
The problem only arises with the proof of residence.
I made all deposits at Boomerang Bet using the same credit card in my name.
As already described, 4 payouts of €500 each have already been successfully made and have reached my account.
Documents were only requested after the fourth payment.
3.) I will send you all screenshots and emails to tomas@casino.guru Send immediately.
Best regards
Claudio
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1 month ago
Dear Tomas, dear Claudio47,
Thank you for your patience.
We have reviewed the current status of the verification process. At this stage, we can confirm that the most recently submitted proof of address document has not been approved, as it did not meet the verification requirements.
Following this, the case has already been escalated internally to the relevant senior team for further review and guidance.
Please note that no final decision has been made yet regarding the verification, and the review is still ongoing. As soon as we receive an update from the responsible team, we will provide further clarification here without delay.
We appreciate your patience and understanding while this process is being completed.
Kind regards,
Boomerang-Bet Casino Team
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1 month ago
TranslationIt is in no way clear to me which documents were rejected and for what reasons, as I have not received an email response about this.
The documents submitted by email on May 5th (Düsseldorf municipal utility electricity bill and Düsseldorf property tax assessment) are undoubtedly flawless and perfectly suited for successful verification. I will also provide these documents to Casino Guru for their review.
If the previously rejected documents did not meet your requirements, I naturally accept this decision and have therefore submitted the requested documents.
I would like to ask you to check the documents you have recently sent.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Claudio47,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
