Boom Casino - Печалбите на играча бяха конфискувани на основание „незаконни“ дейности.

Completed the wager on welcome bonus and i was banned for "illegal" activities and winnings confiscated. Support wont tell me what i did wrong

Dear jariftw,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Boom Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what types of games you played with the welcome bonus? Was it slots, live casino games, or did you participate in sports betting?

Could you kindly confirm if you passed the full KYC verification?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi! I played slots, Toki Time. I sent them every document they wanted, when i sent them my bank statement they banned me straight on.

Last time was in 17.10.2023 when i tried to get them to explain the reason behind the ban. All they did was just copy paste the terms, wich i did not break.

Before we move forward with your case, please forward any relevant communication between you and the casino regarding your verification and subsequent account closure to veronika.l@casino.guru. Thank you.

Sent via email

Thank you very much, jariftw, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you jariftw for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Boom Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can be done to resolve this issue.

Thank you!

And i would like to point out the fact that their site has MGA logo and license info but when you press the logo it takes you to the Canadian license

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.

I see they are not going to answer, can you adress the situation about their licence deal? Are they showcasing wrong licence on purpose

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 its 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. In the meantime, I recommend you contact the Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter