Boomzino Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello,

I am filing a complaint against Boomzino Casino. I deposited 100 EUR of my own money and did not use any bonuses or free spins. I fairly won 500 EUR, but the casino has now deleted my account and is refusing to pay out my winnings. I have not received any explanation for this action. Please help me recover my funds. ("I am registered with the email [вашият имейл тук]. I don't remember my username/avatar name, but it is linked to this account)

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Dear Player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Dear Attila,

​Thank you for your follow-up. Here is the information regarding my case:

​Games played: I focused on slots, specifically 7 Mini and several others.

​Loyalty status: My account was at Bronze level (level 4 or 5).

​Account verification: Yes, I successfully passed the full verification process. I submitted my identity documents and credit cards, and they were all approved. My account was blocked only after this verification was completed.

​VPN usage: No, I have not used any VPN or IP-masking software.

​I hope this information helps you resolve the issue as soon as possible. Please let me know if you need any further details.

​Best regards,

[Redacted]

Dear Player,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Dear vasilmishev1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru