Boom Casino - Депозитът на играча никога не е бил кредитиран в нейната сметка.

I made deposits on 12/22/2020 and were displaying error messages. This is about 2x 200 euros.

These amounts have been properly debited from my bank. These amounts have not yet been credited to the Boom Account. After talking to my bank, the payments were made. My bank is putting in an investigation.

The biggest problem is that Boom has not responded to my emails for 4 weeks. I've added screenshots of the payments. In addition, an account statement that shows the payments and later showed that I had no money, e.g. got reimbursed by the bank.

The way I am treated as a Boom customer is unheard of.

Ich habe am 22.12.2020 Einzahlungen vorgenommen, die Fehlermeldungen anzeigen. Es geht hier um 2x 200 Euro.

Diese Beträge wurden ordnungsgemäß von meiner Bank abgebucht. Diese Beträge wurden bisher nicht dem Boom Konto gutgeschrieben. Nach einem Gespräch mit meiner Bank, wurden die Zahlungen ausgeführt. Meine Bank stellt einen Nachforschungsauftrag.

Das größte Problem ist, dass Boom seit 4 Wochen nicht auf meine Mails reagiert. Ich habe Screenshots der Zahlungen hinzugefügt. Außerdem einen Kontoauszug, der die Zahlungen aufzeigt und im weiteren Verlauf zeigte, dass ich kein Geld, zb. von der Bank erstattet bekam.

Der Umgang mit mir als Kunde bei Boom ist unerhört.

Dear Natascha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting your payment provider. Since you’ve already done that, would you be so kind and forward me your deposit receipts together with all the relevant communication between you and the casino? If you have any official statement from the bank, that the transactions have been processed successfully, please forward it as well. My email address kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

First of all, thank you very much for taking care of my concerns.

My bank has given me a phone call to assure me that the payments have been made successfully. You have now started research, but also told me that it is up to the recipient and whether the recipient is responding.

Boom hasn't responded to my emails for 4 weeks.

I have written several mails that I will send you in separate mails. I will also send their only reaction so far in a separate email.

I add my payments to the email attachment again.

thank you very much

Hallo Kristina,

erst einmal vielen Dank, dass Sie sich um mein Anliegen kümmern.

Meine Bank hat mir telefonisch versichert, dass die Zahlungen erfolgreich getätigt wurden. Sie haben nun Nachforschungen begonnen, aber mir auch mitgeteilt, dass es am Empfänger liegt und ob der Empfänger auch reagiert.

Boom reagiert aber seit 4 Wochen nicht auf meine Mails.

Ich habe mehrfach Mails geschrieben, die ich Ihnen in gesonderten Mails zusenden werde. Auch deren bisher einzige Reaktion sende ich in einer gesonderten Mail.

Meine Zahlungen füge ich erneut im E Mail Anhang hinzu.

Herzlichen Dank

Thank you very much Natascha for your reply and emails. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Natascha,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Boom Casino to the conversation to participate in the resolution of this complaint.

Thank you very much for all your help

Herzlichen Dank für Ihre Mühe

Hi there! Boom has finally reimbursed the 400 euros. Many thanks for your help

Hallo! Boom hat die 400 Euro endlich erstattet. Vielen Dank für eure Mühe

Dear Natascha,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter