The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Play Boom Casino - Player’s deposit has never been credited to their casino account.
Amount: €200
Play Boom Casino
Safety Index:LowSafety Index
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4.8
Play Boom Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and gentlemen,
First of all Boom Casino has been called Play Boom since the beginning of October 2021.
On November 29, 2021, I made a deposit of EUR 200,- into my Play Boom account. As this happened just before midnight, my bank's payment confirmation dated this as November 29, 2021, but the bank statement said it was November 30, 2021.
The payment went through the service provider VOLT. Since I had no experience with VOLT up to that point, I was unsure and canceled the deposit with the corresponding button in the last step. I was completely surprised that the amount had already been debited from my account.
The next day I immediately contacted Play Boom (unfortunately I have no chat history on this). Of course, I immediately attached the requested bank statement as proof. I also offered not to have the money sent back to me; it is sufficient if the amount is credited to my Play Boom account. However, it was said that this would not be possible because the money did not reach them.
After that, until the end of January, I hacked into customer service frequently in the chat or via e-mail. I haven't achieved anything. Again and again one asked for a bank statement up to the current date. I sent it a total of 3-4 times, after which I refused. I was constantly put off; promised that the responsible department would take care of it. In January it was even said that I would have the money in my account within a few days. Of course I didn't.
In the beginning I was understanding, in the end I threatened to call a lawyer. Nothing helped.
On January 03, 2022, I instructed my bank to carry out an investigation request. Unfortunately, this did not lead to anything until the beginning of February 2022. The target bank did not respond.
Today I contacted Play Boom again via chat and asked for the money.
Result: I should please send an account statement from November 30, 2021 to date, I should be patient, my money would be absolutely safe, the responsible department will take care of my case with priority, I will be kept up to date by e-mail, etc. pp The same text as before, always.
To this day I don't know what happened to my money; where the money went. I've never heard anything about it, even remotely. My money is perfectly safe... just not with me.
I would like to file a complaint because this behavior on the part of Play Boom is unacceptable.
One is put off, stalled and sometimes even brazenly lied to. After this behavior I am extremely disappointed in the casino.
Furthermore, also because of VOLT, because it cannot be that the money is already debited from the bank account before the final completion of the deposit process.... In the case of a premature cancellation, it even disappears.
Kind regards
gabrella
Automatic translation:
Public
Public
2 years ago
Additional comments from the player:
"Ladies and gentlemen,
Boom Casino (since October 2021 Play Boom) has been requesting data from customers for a while that is not acceptable under data protection law. The form appears directly when you log in and without filling it out you can't get any further, you only have access to the chat support.
The following data is requested in the form:
- Information on the employment relationship*
- What is your profession?*
- Do you have any other sources of income besides your salary?* (multiple choice)
- Nationality*
- Place of birth*
- ID number*
- Estimated deposit amount (annually)*
- Please enter your main source of income* (multiple choice)
- confirmation
- Please fill in the details to continue using our product
If you ask in the chat what that should be, you will be referred to the terms and conditions.
Kind regards
gabrella"
Public
Public
2 years ago
Dear Gabriella,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.
Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Meanwhile, please confirm that this is the correct URL for the casino website.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
