The player from Germany fulfilled the welcome bonus requirements and submitted a withdrawal request, but is facing a lengthy KYC process with delayed responses. Currently, he cannot log into his account and has not received any replies from the casino.
Play Boom Casino - Player's account is inaccessible and withdrawal is delayed.
Amount: €900
Play Boom Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Play Boom Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 9h 7m 48s
Case summary
2 days ago
Public
Public
3 days ago
Translation
Hello,
I played with the welcome bonus, adhered to the terms, and achieved the required turnover.
Then I requested a withdrawal - which was followed by a lengthy KYC process, during which I provided all the necessary documents to the casino.
They only ever responded after several days.
Now they are not replying anymore, and I can no longer log into my account.
Automatic translation:
Public
Public
2 days ago
Dear PaulApl21,
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 receive any confirmation regarding successful verification?
- When was the last time you accessed your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Casino Guru is examining the case
