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Dear Sir or Madam, on February 22nd, 2022 I made two payouts in this casino, once €2000 and once €1000. Both withdrawals should be made to my Visa account. To this day, I've only been put off with the statements that my bank had allegedly rejected the booking and the money was therefore booked back to the casino. However, they could not send me proof by e-mail. Then I asked if a chargeback to my game account was possible?! I was told that would not be a problem, but that has not happened until today. I'm always told the payments department is on the case. On March 24, 2022, an application was made for a further payment of €1009. Then this morning I received the email, withdrawal failed, money was booked to my player account. Despite regular correspondence, I see no effort from the casino operator, which confirms my suspicion that there is fraud and that the only solution is probably legal. I hope they find a way for me to get my total winnings of €4009 because I've already tried everything else.

Kind regards

Martin V**

Sehr geehrte Damen und Herren, am 22.02.2022 tätigte ich zwei Auszahlungen in diesem Spielcasino, einmal 2000€ und einmal 1000€. Beide Auszahlungen sollten auf mein Visa Konto getätigt werden. Bis heute wurde ich immer wieder nur vertröstet mit den Aussagen, angeblich hätte meine Bank die Buchung abgelehnt und somit wurde das Geld zurück gebucht ans Casino. Ein Nachweis konnte man mir aber nicht per E-Mail zukommen lassen. Dann erfragte ich ob eine Rückbuchung auf mein Spielkonto möglich sei?! Man sagte mir ja das wäre kein Problem aber auch das ist nicht erfolgt bis heute. Mir wird immer nur gesagt die Zahlungsabteilung sei an der Sache dran. Am 24.03.2022 erfolgte die Beantragung einer weiteren Auszahlung in Höhe von 1009€. Heute Morgen erhielt ich dann die E-Mail, Auszahlung fehlgeschlagen, Geld wurde mir auf das Spielerkonto gebucht. Trotz regelmäßigem Schriftverkehr sehe ich hier keine Bemühung vom Casino Betreiber, was mir den Verdacht bestätigt das hier ein Betrug vor liegt und wahrscheinlich die einzige Lösung rechtlich liegt. Ich hoffe sie finden einen Weg für mich das ich mein Gesamtgewinn von 4009€ bekomme, denn alles andere habe ich bereits versucht.

Mit freundlichen Grüßen

Martin V**

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Were all your winnings returned back to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ladies and gentlemen,

First of all, to your questions, no, only €1009 of the €4009 would be refunded to my casino account, which I had arranged to be paid out again to my checking account.

I was only offered an alternative payout method to the extent that I was asked to verify my checking account because a payout to my Visa account would not have been possible because the bank would block a deposit from Boom Bang Casino Vip, which is not correct, because I made extensive phone calls to my bank and was told that a deposit attempt was not made and nothing was rejected by the bank either.

The payout on my checking account didn't work either, there was only a notification by email, see attachment.

Kind regards

Martin V**

Sehr geehrte Damen und Herren,

vorab zu Ihren Fragen, nein, von den 4009€ würden nur 1009€ auf mein Casino Konto zurück erstattet die ich erneut mit einer Auszahlung veranlassen ließ auf meinem Girokonto.

Alternative Auszahlungsmethode wurde mir nur soweit angeboten das man mich bat, das ich mein Girokonto bitte Verzifizieren möchte da eine Auszahlung auf mein Visa Konto nicht möglich gewesen wäre, da die Bank eine Einzahlung von Boom Bang Casino Vip blockieren würde, was nicht korrekt ist, denn ich telefonierte mit meiner Bank ausführlich und man teilte mir mit das ein Einzahlungsversuch nicht stattfand und von der Bank auch nichts abgelehnt wurde.

Auch die Auszahlung auf meinem Girokonto funktionierte nicht, da gab es dann nur eine Benachrichtigung per Email siehe Anhang.

Mit freundlichen Grüßen

Martin V**

Thank you very much, Martin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Martin,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite BoomBang VIP Casino to the conversation to participate in the resolution of this complaint.

Thank you for your efforts

Herzlichen Dank für die Bemühungen

Good day everybody,

what is the current status now, there have also been changes for me, meanwhile I have my 4009 euros back in my casino account, but apparently no transfer to my own account can take place

Guten Tag zusammen,

wie ist denn nun jetzt der aktuelle Stand, bei mir gab es auch Veränderungen, Mittlerweile habe ich nun meine 4009 Euro wieder auf meinem Casino Konto, nur anscheinend kann keine Umbuchung auf mein eigenes Konto erfolgen

Hi Martin,

I'm trying to get in touch with the casino also by Skype but haven't received any reply yet. We would like to ask BoomBang VIP 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Martin,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA - an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://ecogra.org/forms/adr-dispute-step-1 and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or, alternatively, how the eCOGRA and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter