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Play Boom Casino blocked my account without explanation. First, they tortured me with verification requests; I sent them all the screenshots of the crypto exchange, then they demanded I prove the origin of my funds. My friend transferred money to me through my exchange office, and I transferred money from my bank to his bank account. We were just exchanging money. Then I sent a screenshot of the transfer, and the casino immediately blocked me.

Das Play Boom Casino hat mein Konto ohne Erklärung gesperrt. Zuerst haben sie mich mit Verifizierungen gefoltert, ich habe ihnen alle Screenshots der Kryptobörse geschickt, dann haben sie von mir verlangt, die Herkunft meines Geldes nachzuweisen. . Mein Freund hat mir Geld über meine Wechselstube überwiesen und ich habe Geld von meiner Bank auf sein Bankkonto überwiesen. Wir haben uns gerade ausgetauscht. dann habe ich einen Screenshot der Überweisung geschickt, das Casino hat mich sofort blockiert

Hello kisik4636634,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Play Boom Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Do I understand it correctly that you have deposited with the money your friend has sent you?
• When was the last time you spoke to the casino and what was it about?

Please note that it is strictly prohibited with other than your own money and it makes no difference that you have then sent them to your friend, the casino had right to block your account and confiscate any winnings.

Looking forward to your answer.

Regards,

Nick

I sent the documents on the 19th, and on the 21st, they blocked me. A friend of mine sent me the money, and I gave it to him in cash. The casino ignores my emails and doesn't respond.

Ich habe die Dokumente am 19. gesendet und am 21. haben sie mich blockiert. Ein Freund von mir hat mir das Geld geschickt und ich habe es ihm bar gegeben. Das Casino ignoriert meine E-Mails und antwortet nicht

Could you please send us your 30-day bank statement showing your transaction to another person, as well as that person's 30-day crypto statement showing the deposit to your crypto account?

They sent me this. I can give them my bank statement, but how can I give them the other person's crypto statement? That's impossible; they won't give me their bank statement. Besides, the crypto exchange doesn't provide bank statements. They can only send me a screenshot of the transfer to my account.

Könnten Sie uns bitte Ihren 30-Tage-Kontoauszug schicken, der Ihre Transaktion an eine andere Person zeigt, sowie den 30-Tage-Kryptokontoauszug dieser Person, der die Einzahlung auf Ihr Kryptokonto zeigt?

Das haben sie mir geschickt. Ich kann ihnen meinen Kontoauszug geben, aber wie kann ich ihnen den Kryptokontoauszug der anderen Person geben? Das ist unmöglich, sie will mir ihren Kontoauszug nicht geben. Außerdem gibt die Kryptobörse keine Kontoauszüge heraus. Sie kann mir nur einen Screenshot der Überweisung auf mein Konto schicken.

Dear kisik4636634,

Can you please advise if your friend owns an account in the casino as well?

The casino definitely should not ask for a 3rd party bank statement only the ones from you.

Awaiting your response.

Regards,

Nick

My friend doesn't have a casino account

Mein Freund hat kein Casino-Konto

Dear kisik4636634,

Could you please clarify one more detail—did your friend deposit the money directly into your casino account, or was the money sent to your payment method first, and then you made the deposit yourself?

Looking forward to your response.

Best regards,

Nick

We exchanged money. I had some money on the crypto exchange. I transferred money to him from my bank. You can read the complaint about this casino here. This is my complaint: https://casinosincanada.com/community/forum/forum2/topic16980/?PAGEN_4=2

Wir haben einen Geldwechsel gemacht. Ich hatte etwas Geld an der Kryptobörse. Ich habe ihm Geld von meiner Bank überwiesen. Die Beschwerde über dieses Casino können Sie hier lesen. Dies ist meine Beschwerde https://casinosincanada.com/community/forum/forum2/topic16980/?PAGEN_4=2

Hello, will you answer me? Why are you silent?

Dear kisik4636634,

This still does not answer my previous question - from which payment was the deposit made - your friend's?

Additionally, I've noticed that the casino also claims that you have registered with a VPN - can you please clarify why and what VPN did you use?

Awaiting your response.

Regards,

Nick

Everything is in the complaint, to which I gave you the link. The deposit was my own, and I don't use a VPN. Sometimes it turns on automatically when I start my PC.

alles steht in der Beschwerde, zu der ich Ihnen den Link gegeben habe. die Anzahlung war mein eigenes. und ich verwende kein VPN. manchmal schaltet es sich automatisch ein, wenn ich meinen PC starte

Thank you kisik4636634 for all the information provided so far. As we need to gather additional evidence from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

When will I get an answer? Have you disappeared somewhere?

wann bekomme ich eine Antwort? bist du irgendwo verschwunden?

Hello kisik4636634,

I'm Michal, and I have taken over your complaint. I have reviewed your case, including the thread about your complaint you submitted on casinosincanada.com, and I have a few additional questions before I contact the casino representative. Please answer them clearly here in this thread. Why have you exchanged money with your friend? Did your friend deposit the money directly into your casino account, or was the money sent to your crypto wallet first, and then you made the deposit yourself? Has your son sent you money to your crypto wallet as well? Does your son have an account with Play Boom casino?

I answered all the questions in the Canada Casino forum, where all the screenshots and all the evidence are available. I made a deposit from my crypto exchange account. My friend transferred money to my crypto exchange account, and I transferred money to him from my bank account. I registered without a VPN. My VPN sometimes activates automatically on my laptop. I don't see any problem with that. I set everything up on my laptop and now always play without a VPN. The casino scammed me. You can read all the evidence in the Casino Canada forum. I posted the link above.

Ich habe alle Fragen im Canada Casino-Forum beantwortet, dort gibt es alle Screenshots und alle Beweise. Ich habe eine Einzahlung von meinem Krypto-Börsenkonto getätigt. Mein Freund hat Geld auf mein Krypto-Börsenkonto überwiesen und ich habe ihm Geld von meinem Bankkonto überwiesen. Ich habe mich ohne VPN registriert. Mein VPN wird auf meinem Laptop manchmal automatisch aktiviert. Ich sehe darin kein Problem. Ich habe alles auf meinem Laptop eingerichtet und spiele jetzt immer ohne VPN. das Casino hat mich betrogen. Sie können alle Beweise im Casino Canada-Forum nachlesen. Den Link habe ich oben gepostet

My son didn't transfer any money to me at the casino and has no connection with the casino. He doesn't play at the casino at all. My friend transferred the money to my crypto exchange account, and I transferred it from my bank account to his bank account. We made an exchange.

Mein Sohn hat mir im Casino kein Geld überwiesen und steht in keiner Verbindung zum Casino. Er spielt überhaupt nicht im Casino. Mein Freund hat das Geld auf mein Krypto-Börsenkonto überwiesen und ich habe es von meinem Bankkonto auf sein Bankkonto überwiesen. wir haben einen Austausch gemacht

Dear kisik4636634,

Thank you for your response. I will reach out to the casino team to see if I can be of any help.

We would like to invite Play Boom Casino to join the conversation.

Dear Play Boom Casino,

Can you please explain how the player might have breached your rules? It looks like the player has provided you with evidence that clarifies the circumstances, so I would appreciate your reasoning why you believe you are justified in withholding the player's winnings. If there are any factors that influence the whole situation that cannot be shared publicly, please forward it to me at michal.k@casino.guru

This complaint has been going on for over a month now, and no one has responded. They forgot about me long ago. They took my winnings and my deposit.

Diese Beschwerde besteht nun schon seit über einem Monat und niemand antwortet Ihnen. Sie haben mich schon vor langer Zeit vergessen. Sie haben meine Gewinne und meine Einzahlung genommen

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They will not answer you, I ask you to blacklist this casino

Sie werden Ihnen nicht antworten, ich bitte Sie, dieses Casino auf die schwarze Liste zu setzen

Dear kisik4636634,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru