The player from Germany had a pending withdrawal of 1,800€ for over a week. Despite being fully verified and having initially received a payout, the player had been told various reasons for the delay, including server issues and ongoing company changes. The Complaints Team had advised the player to wait at least 14 days after the withdrawal request before submitting a complaint, and extended the timer by 7 days for the player to respond. However, due to the lack of response from the player, the Complaints Team had to reject the case, but remained open to assist should the player choose to resume communication.
Play Boom Casino - Player's withdrawal is significantly delayed.
Amount: €1,800
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
9 months ago
Public
Public
9 months ago
Translation
I received my first payout of over 2000€ from this casino within 2 hours on a Sunday. I am fully verified.
Now, after making deposits totaling 3400€, I requested a payout of 1800€ and for over a week, I have been lied to with various excuses.
Payout date: 27.1.24
They claimed that the bank was to blame, the company had a server issue, the company was undergoing changes, or the money had already been deposited into my account, etc. etc.
I still have not received the money.
Automatic translation:
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9 months ago
Dear Cuvuv,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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9 months ago
Dear Cuvuv,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
