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Hello, it's taken me almost 3 months to verify the account.

I have sent photos of the DNI (Spanish).

selfie with ID.

selfie with the ID and the website visible behind.

proof of address.

proof of IBAN.

I have sent EVERYTHING they have asked me for after almost 3 months of numerous emails and messages, of which I have screenshots.

I tried to make withdrawals, and I canceled them because I wanted to keep betting. In the end, they limited my account, and I could only place bets of 1 nok. So I decided to withdraw money.

When I click withdraw... it's blocked. It says exactly that it's blocked by the server.

They told me I had to verify the account. Okay, I understand.

2 days ago they finally told me that the account and all the documents were verified.

And I asked them when they would let me withdraw the money. Since they didn't even give me the option (withdrawals blocked by the server), they told me I had to wait 10 business days.

Well, just today I received another email asking me for a Norwegian ID.

How do you want me to send you a Norwegian ID? I'm Spanish, with a Spanish ID and passport.

It seems like a joke to me now.

That's why I've decided to come to you.

I feel cheated and I think I'll never be able to withdraw that money.

I don't know what else to do. I've been fighting for 3 months to make the withdrawal and they keep asking for more things.

I'm leaving you a conversation in which they tell me that all the documents have already been verified.

thank you

-residential address:

Street: nærbogata (nærbo) (Norway)

-Nationality: Spanish. Currently living in Norway, account created in Norway.

-registration date: 04/15/2025

-76641694J

-my last deposit: 302138729

(1,500kr) Applepay mastercard.

-date of last deposit: 04/15/2025.

-current account balance: 16,802.10kr

Buenas, llevo casi 3 meses para verificar la cuenta.

he mandado fotos del DNI (español).

selfie con el DNI.

selfie con el DNI y la pagina web visible por detrás.

comprobante de domicilio.

comprobante del IBAN.

he mandado TODO lo que me han pedido tras casi 3 meses de numerosos emails y mensajes, los cuales tengo screenshots.

intenté hacer retiros y fueron cancelados por mí, por que queria seguir apostando. Al final. Me limitaron la cuenta y solo podía hacer apuestas de 1 nok. Por lo que me decidí retirar dinero.

cuando le doy a retirar… esta bloqueado. Dice tal cual, que esta bloqueado por el servidor.

me dijeron que tenia que verificar la cuenta. Ok, lo entiendo.

hace 2 dias por fín me dijeron que la cuenta y todos los documentos estaban verificados.

y les pregunté que cuando me iban a dejar retirar el dinero. Ya que no me daba ni la opción (retiros bloqueados por el servidor), me dijeron que tenía que esperar 10 dias hábiles.

pues justo hoy he vuelto a recibir otro correo, donde me piden una identidad Noruega.

como quieren que les mande una identidad Noruega? Si soy español, con DNI y pasaporte español.

me parece una broma ya.

por eso he decido acudir a vosotros.

me siento engañado y ya pienso que jamás voy a poder retirar ese dinero.

ya no se que mas hacer, llevo 3 meses peleándome por hacer el retiro y no paran de pedir mas cosas.

os dejo una conversación en la que me dicen que ya están verificados todos los documentos.

gracias

-dirección resisdencial: 

Calle: nærbogata (nærbo) (noruega)

-nacionalidad: Española. Actualmente viviendo en Noruega, cuenta creada en Noruega.

-fecha de registro: 15/04/2025

-76641694J

-mi último depósito: 302138729

(1.500kr) Applepay mastercad.

-fecha del último depósito: 15/04/2025.

-saldo actual de la cuenta: 16.802,10kr

Hello,

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

To better understand your situation and assist you more effectively, could you please answer the following questions:

• Have you accessed your casino account from any country other than Norway?
• Have you used a VPN or any IP-masking software to change your location while accessing the casino website?
• Which country of residence did you select when you registered your account or filled out your profile?
• Do you have a permanent address in Norway? If so, did you enter this as your permanent address, or did you submit a Spanish address instead?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1- Yes, I also accessed from Spain, when I was on vacation.

2-No, I just used my home wifi network, which doesn't have VPN and phone data.

3- I registered in Norway, since my current residence is here.

4- Permanent. Since I've been working here for about six years, I registered with my current address because if they asked me for documents like receipts, I could provide them. I don't currently pay receipts in Spain.

1- si, accedí también desde España, cuando estuve de vacaciones.

2-no, simplemente he usado la red wifi de mi casa, que no tiene VPN y los datos del teléfono.

3- me registré en Noruega, ya que mi actual residencia es aquí.

4- permanente, ya que trabajo aquí, llevo unos 6 años, me registré con mi dirección actual, ya que si me pedían documentos como recibos podía entregar los papeles. En españa actualmente no pago recibos.

This is the current problem I'm having. When I click on withdrawals, it says it's restricted by the operator. I contacted them, and they told me I had to verify the account first, which I've already done. They told me my account was verified (I've been sending documents for two to three months), but my withdrawals are still blocked.

Este es el problema actual que tengo, cundo pulso en retiros, dice que está restringido por el operador. He contactado con ellos, me dijeron que tenia que verificar la cuenta primero, cosa que ya he hecho. Me dijeron que tenía la cuenta verificada (llevo 2-3 meses enviando documentos) pero aun así, tengo los retiros bloqueados.

Thank you very much, Banbucia, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) 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.

Hello Banbucia, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the verification process. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Boomerang-Bet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Banbucia,

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,

Matej