BoomBang VIP Casino - Играчът се бори да завърши проверката на акаунта.

I've been trying to verify my account at this casino since December 21. Oh, I have all the required documents around several times

not to say submitted twice and three times. They ask for the same papers over and over again, I don't know what to do next.

Ich versuche seit Dezember 21 mein Konto bei diesem Casino zu verifizieren. Oh habe alle geforderten Unterlagen mehrfach um

nicht zu sagen doppelt und dreifach eingereicht. Sie fordern die selben Unterlagen Immer und immer wieder,ich weiß nicht was ich noch machen soll.

Dear Casi1907,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly you sent the last batch? Do I understand correctly that you are not able to withdraw €4,000 due to incomplete verification?

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

Best regards,

Kristina

Right, I can't play at the casino and I can't withdraw the money. It's on my player account but I can't use it anyway.

Sent so far: account statements in multiple versions, ID card from both sides, Girocard from both sides and proof of address in the form of an invoice. I had the last contact with the casino on 06/14/22

Richtig,ich kann nicht spielen in dem Casino und mir das Geld nicht auszahlen lassen. Es ist auf meinem Spielerkonto kann es aber so oder so nicht nutzen.

Geschickt bisher: Kontoauszüge in mehrfacher Ausführung, Peronalausweis von beiden Seiten, Girocard von beiden Seiten und Adressnachweis in Form von Rechnung. Den letzten Kontakt hatte ich mit dem Casino an 14.06.22

Hello,

I wanted to hear if you're still on it?

Greeting

carsten F***

Hallo,

ich wollte mal hören,ob ihr noch an der Sache dran seit?

Gruss

carsten F***

I apologize for my late reply, Casi1907. Have you been informed what specifically seems to be the problem with your documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent them the conversations from Boombang.vip via email.mfg Carsten F***

Habe ihnen die Unterhaltungen von Boombang.vip per email zukommen lassen.mfg Carsten F***

Thank you very much Casi1907 for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello, Casi1907,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BoomBang VIP Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BoomBang VIP Casino Team,

Could you please state the reason why the player's account has not been fully verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

hello and good day,

Yes, it would be great if it would continue. Eight months is a bit long

Hallo und guten Tag,

ja es prima wenn es mal weiter gehen würde. Acht Monate ist ein bisschen sehr lang

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’.

And what happens if you close the complaint as unresolved?

Und wie geht es dann weiter wenn ihr die Beschwerde als ungelöst schließt?

The casino's rating will be affected and decreased accordingly.

And the payout? Then there's nothing else you can do?

Und die Auszahlung ? Da kann man dann weiter nichts machen?

Then you can directly contact the authority regulating the casino. However, it is the last option and I recommend you wait until the second timer expires. In the meantime, I contacted the casino also outside this open thread and I am waiting for its reply. Let's stay patient and positive and provide the casino with a few more days to respond.

Thank you for understanding.

No problem, just wanted to know how to proceed.

Ja kein Problem,wollte nur wissen wie es dann weiter geht.

Dear Casi1907,

Based on the information received from the casino, I am extending the timer one more time to provide the casino with some more time to respond.

"Your matter has now been forwarded to the relevant department.

One of our team members will be in touch with you as soon as they get back to us."

Please, let's stay patient and positive and wait for the casino to reply.

Thank you for your understanding and looking forward to hearing from the casino soon.

We would like to ask BoomBang VIP 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 will have a negative impact on the casino's rating.

Why is the casino not responding? For me, they sometimes took weeks. I find that pretty cheeky

Warum antwortet das Casino nicht? Bei mir haben die sich auch manchmal wochenlang Zeit gelassen. Ich finde das ziemlich frech

Dear Casi1907,

Unfortunately, we have not received any further response from the casino regarding the issue despite my attempts to contact it. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

However, the casino may reopen this complaint at any time and you will be notified by email.

In the meantime, I recommend that you contact Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

If you need help or have any news about your problem, do not hesitate to let me know about it via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru

Greetings,

Based on the information received from the casino some time ago, the complaint was reopened.

"Hello, Branislav,

Thank you for contacting BoombangVip Customer Support.

We confirm, that the email has been sent to the customer on 03.10.2022 at 15:40 CET.

...

The players account was verified and the withdrawal processed in the end of October 2022.

If the player claims to not have received the funds, they should contact us."

Dear Casi1907,

The casino allegedly contacted you regarding your issue with further instructions according to the information above, and the withdrawal should have been already processed. Can you please confirm you have already received the disputed funds?

Dear Casi1907,

Was your issue resolved? Can you please answer the question from my previous post?

We are extending the timer by 7 days. Please note that in case you fail to update the status of your complaint in the given time frame, or do not require any further help, based on the gathered information, we will consider the complaint resolved.

We are looking forward to hearing from you.

Alright, Casi1907. Thank you for using the Casino Guru complaint resolution centre. Assuming that your issue was resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru