Boom Casino - El retiro del jugador se ha retrasado.

Good day, I won 10,000 euros at boom casino now I should verify myself there has been a problem for a long time I have now submitted my required documents for the fourth time and they keep requesting the same documents because I am also verified at two other casinos I know exactly what to send I haven't had these problems at any other casino

Schön guten Tag ich habe beim boom casino 10000 Euro gewonnen jetzt sollte ich mich verifizieren dort gibt es seit längerem Problem ich habe meine erforderlichen dokumente jetzt zum 4 mal eingereicht und die fordern immer wieder die gleichen Dokumente dadurch das ich auch bei zwei anderen casinos verifiziert bin weiss ich genau was ich schicken muss diese Probleme hatte ich noch bei keinem anderen casino

Dear Simona,

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.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you’ve requested a withdrawal and started the 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,

Petronela

Hello everything has already taken 3 weeks the problem is that I got married and my name at birth is still on my identity card, but I registered with my new surname. But I also sent my marriage certificate my identity card my bank statements from German account with the new name documents with address comparison even my health insurance card where you can clearly see that I am the same name, same date of birth and a photo which can be compared with my identity card I also took a picture of the bank card and sent it. I also verified myself at other casinos and there were no problems

Hallo alles dauert schon 3 Wochen das Problem ist das ich geheiratet habe und auf mein Personalausweis steht noch mein Geburtsname ich habe mir da aber registriert mit meine neue Nachname. Ich habe aber auch Ehe Urkunde geschickt mein Personalausweis meine Kontoauszüge von deutsche Konto mit dem neuen Namen Dokumente mit Adresse Vergleich sogar meine Krankenkasse Karte wo eindeutig zu sehen ist das ich das bin der gleiche Name gleiche Geburtsdatum und ein Foto welche zu Vergleich ist mit mein Personalausweis Bankkarte hab ich genauso abfotografiert und geschickt. Bei anderen Casinos hab ich mir genauso verifiziert und da gab's keine Probleme

Thank you very much, Simona, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello SimonaP,

I looked at your complaint and will do my best to help you. I would like to invite Boom Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello CasinoGuru and SimonaP,

Thank you for inviting us to the conversation. As a matter of fact, I can see that the query in question has already been resolved. The withdrawal was paid out instantly when the verification was completed.

I apologize on behalf of our verification team for any extended waiting time. I can assure you that our team is always doing their best to process documents in a timely manner. I'll review the case internally and see if we can improve our communication when it comes to document requests moving forward.

If you have any additional feedback, please do send us an email directly at support@boomcasino.com

Can I confirm everything is done, thank you very much for your help 😊

Kann ich bestätigen ist alles erledigt viel Dank für ihre Hilfe 😊

Dear SimonaP,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru