Boomerang.Bet Casino - Kasino kiistää pelaajan vetäytymisen teknisiin ongelmiin vedoten.

The casino has been denying my withdrawal for days, claiming that it's unable to conduct any KYC checks due to technical reasons.

Das Casino verweigert mir seit Tagen die Auszahlung, weil es vorgibt, aus technischen Gründen keine KYC Überprüfung durchführen zu können.

Dear auge88,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Hello,

It's not about my documents being rejected. It has simply not been possible to upload documents at all for 2 days because the casino is citing technical difficulties.

Hallo,

es geht nicht darum, dass meine Dokumente abgelehnt werden. Es ist sei 2 Tagen einfach nicht möglich Dokumente überhaupt hochzuladen, weil das Casino technische Schwierigkeiten angibt.

Hi auge88,

• Have you been informed about any alternative method for submitting the documents needed for verification, aside from uploading them within your account?
• Is there a specific department to which they could be sent via email?

Thank you.

No. The casino's response continues to be that I have to wait until the technical issues are resolved. When asked about a loss limit or an alternative option, the only comment was "Please be patient." Of course, I have now lost a large part of my money because the casino simply refuses.

Nein. Die Antwort des Casinos ist weiterhin, dass ich warten muss, bis die technischen Probleme gelöst sind. Auf die Frage nach einem Verlustlimit oder eine Alternative Möglichkeit gab es nur den Kommentar "Gedulden Sie sich bitte" Natürlich habe ich jetzt von meinem Geld schon wieder einen Großteil verspielt, weil sich das Casino einfach weigert.

Thank you very much, auge88, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi auge88,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Boomerang.Bet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what kind of technical difficulties have you been experiencing? Is it only the account of auge88? When will it be fixed? Is it possible for the player to use any alternative way to provide you with the documents for verification?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear auge88 and Natalia,

We would like to extend our sincerest apologies for any inconvenience you have experienced while attempting to complete the verification process on our platform.

We understand the frustration and inconvenience caused by technical issues, and we want to assure you that we are actively working to resolve them. Currently, we are experiencing difficulties synchronizing information with our system, which has impacted the verification process.

As a result, we have implemented an alternative method to complete the verification process manually. We are providing detailed instructions outlining the necessary requirements to successfully complete the verification process. These instructions will ensure that player's account is verified promptly and accurately.

We understand that this situation may have caused you inconvenience, and we apologize for any frustration it may have caused. Please rest assured that our team is diligently working to resolve this issue and prevent similar occurrences in the future.

To access the manual verification instructions or if you have any questions or concerns, please do not hesitate to contact our support team at support@boomerang.bet. Our dedicated team is available to assist you and provide guidance throughout the verification process.

Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding as we work to resolve this matter promptly.

Best regards,

Rudolph,

Representative of the Boomerang.Bet Casino

after 2 weeks! Unfortunately, my money is already gone because I simply couldn't expect to get it anymore.

thanks for that!

nach 2 Wochen! Leider ist mein Geld schon weg, weil man einfach nicht mehr damit rechnen konnte, dass man es bekommt.

danke dafür!

Thank you for the reply, Boomerang.Bet Casino.

Dear auge88, I'm sorry to hear that you had already lost your balance before the casino replied.

Please, let me know if you need any further assistance with the verification of your account.

Dear auge88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.