The player from Germany successfully withdrew €2,000 of his €20,000 winnings at Boomerang but faces ongoing issues with KYC verification. After submitting multiple documents, including bank statements and utility bills, he continues to receive conflicting information and further requests for proof of address, leading to a prolonged delay of over five weeks in accessing his remaining balance of €18,100.
BOOMERANG BET Casino - Player’s withdrawal is delayed due to verification issues.
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BOOMERANG BET Casino
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23 hours 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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34 minutes 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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34 minutes 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
