Boomerang Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I moved in September and wanted to have my new data changed in the chat. They instructed me to email this to support. I deposited from the beueu account, played and won €5000. There is no change, no payment. Next email asked and new data sent again. The answer came that I should verify the closed account. When I asked why the old account, I got no response

Ich bin im September umgezogen, wollte meine neuen Daten im Chat ändern lassen, Die habe angewiesen, dieses per Email an den Support zusenden. Vom beueu Konto hab ich eingezahlt , gespielt und 5000 € gewonnen. Es erfolgt keine Änderung, keine Auszahlung. Nächste Email nachgefragt und wieder neue Daten verschickt. Da kammzur Antwort ,dass ich das aufgelöste Konto verfiezieren soll. Auf meine Nachfrage warum das alte Konto bekomme ich keine Reaktionen

Dear Artep55,

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 one? Have you provided all the required documents as soon as possible and in the correct format?

Would you be so kind as to clarify the sentence with "old account"? Have you created more than one account at this casino?

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

Dear CasinoGuru Team and Artep55,

Thank you for your feedback.

We sincerely regret that this situation happened and that you have doubts about our service and casino.

However, we would like to clarify the situation and our rules in more detail.

According to our casino policy, every player must go through the verification process before withdrawing funds and provide us with all the necessary documents, because this is a very responsible and important process.

As we can see, your account is still in the process of verification and you have been asked for additional documents because you have used third-party payments for deposits in our casino, which is strictly prohibited by our rules - https://boomerang-casino4.com/ru/rules:

4.1 The credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen and has not been lost by another person.

Moreover, according to our policy - https://boomerang-casino.com/en/rules:

6.16 The company may delay the processing of your withdrawal requests to perform checks on your identity, account balance, source of funds, and of your compliance with the Terms and Conditions.

Since you did not provide the requested document but only provided an explanation for it, these explanations have been accepted for further investigation. 

As for the request to change the data, according to our Terms and Conditions, it cannot be done in the chat, only through an official request by mail, where your personal information has to be indicated.

In addition, as we can see, our manager informed you in the chat that you need to write a request to us by mail and indicated exactly what personal data you need to provide in the text form, but unfortunately, we didn`t receive a full request.

Also, we would like to inform you that we have written you a letter and requested information again, in order to process your request as soon as possible, so please check your email and we will await for your reply.

We are always happy and ready to help, however, we also have rules and conditions under which we operate.

We hope we have managed to explain the situation to you in more detail.

Best Regards,

Boomerang Casino Team

Hello. Unfortunately, the statement is not entirely true. I have already emailed support twice about my new data and the reason for the changes. Yesterday I was asked to give you my data. I did that for the third time today. Unfortunately, I don't know how to attach this email to you as proof. Unfortunately, it doesn't work with the paper clip.

Kind regards Petra T***

Hallo. Die Aussage entspricht leider nicht ganz der Wahrheit. Ich habe schon 2x per Email dem Support meine neuen Daten sowie den Grund der Änderungen mitgeteilt. Gestern wurde ich aufgefordert Ihnen meine Daten mitzuteilen. Das habe ich heute nun zum drittenMal getan. Ich weißleider nicht wie ich Ihnen diese Email als Beweis anhängen kann. Über die Büroklammer funktioniert es leider nicht.

MfG Petra T***

Hello everyone,

Thank you both for your replies.

Artep55, could you please advise whose payment method you used to make a deposit? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Could you please advise if all payment methods you used to make deposits belongs to you and have been issued in your own name?

Hello , all deposits were made by me. Due to the death of my husband and the subsequent move, the old accounts were closed. The account ending in 208 was a matrimonial joint account. The casino insists on proof of account closure. Unfortunately, it is difficult to get this proof due to the many public holidays. But it should arrive in the next few days. Kind regards Petra T***

Hallo , alle Einzahlungen wurden von mir getätigt. Auf Grund des Todes meines Mannes und den darauffolgenden Umzug wurden die alten Konten geschlossen. Das Konto mit den Endzahlen 208 war ein eheliches Geneinschftskonto. Das Casino besteht auf einen Nachweis der Schließung des Kontos. Leider ist es schlecht auf Grund der vielen Feiertage diese Nachweis zu bekommen. Er müsste aber die nächsten Tage eintreffen. MfG Petra T***

Ok, I understand. Please, let us know when you receive the bank account closure confirmation, so we can proceed with this complaint. If possible, forward it to me as well. Thank you.

Dear Artep55, dear Casino Guru Team,

We would like to provide you with an update on the case. 

We are pleased to inform you that we have already received the necessary document from the player to proceed with the account verification and therefore, the account has been successfully verified by our KYC team. 

On our side, we have tried to process a withdrawal of the player, but unfortunately, it got canceled by the payment provider.

The reason for the cancellation is an invalid IBAN. Due to this, we kindly ask you to resubmit the request with the correct IBAN and make sure all other details are entered correctly. We have also sent an email to your personal email address.

If you have additional questions or need support, please contact us. We are always ready to help you!

Best regards,

Boomerang Casino Team

Hello, I don't know why the IBAN is wrong. I applied for the payout again with the IBAN of the new account from which the last deposits were made

Peter T***

Guten Tag, ich weiß nicht warum die IBAN falsch ist. Habe nochmal die Auszahlung neu beantragt mit der IBAN des neuen Kontos von dem auch die letzten Einzahlungen getätigt wurden

Petra T***

Dear Artep55,

thank you for your cooperation!

As far as we can see, your new withdrawal request is being processed by our finance department. Just to remind you, according to our Terms and Conditions:

6.15 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility. 

Therefore, we would kindly ask you to wait for some time and we do hope, you will receive your funds at the nearest time. On our side, we will do everything in order.

Best regards,

Boomerang Casino Team

Hello and good evening,

Boomerang casino still doesn't pay out the money. I made my deposits from the Sparkasse Harburg-Buxtehude account. The money should be transferred to this account. Now I get the 2nd time that the account number is wrong. And I can't get into the live chat anymore. I'll be referred to the email address immediately. MfG Petra T***

Hallo und guten Abend,

Boomerang casino zahlt das Geld weiterhin nicht aus . Ich habe meine Einzahlungen von dem Konto der Sparkasse Harburg-Buxtehude getätigt. Auf dieses Konto soll das Geld überwiesen werden. Jetzt bekomme ich schon die 2.Emal das die Kontonummer nicht stimmt. Und in den Livechat komme ich nicht mehr rein .Werde sofort an die Email Adresse verwiesen MfG Petra T***

Dear Artep55, dear Casino Guru Team,

Thank you for your answer.

As we have already informed you above, we have done everything necessary from our side, we have fully checked and verified your account and are processing your request.

However, our financial team is trying to process your withdrawal request for the second time, but it was again canceled by the payment provider, due to an incorrect IBAN and what we informed you about.

We kindly ask you to verify your bank details, because the correctness of the entered information depends only on you.

Also, you can always contact us in the chat or write to us by email, we will be happy to answer you and help you.

We hope for your understanding.

Best regards,

Boomerang Casino Team

I canceled the payment again and submitted it again. I checked the account number again and found no error.

Kind regards Petra T***

Ich habe die Auszahlung nochmal storniert und neu eingereicht. Ich habe die Kontonummer nochmals überprüft und keinen Fehler festgestellt.

MfG Petra T***

Hello everyone,

Artep55, please, keep us updated about your new withdrawal request. Thank you.

I'm starting to see it as a scam. I just don't know what else they want

Ich empfinde es langsam als Schickane. Ich weiß einfach nicht was sie noch wollen

I have now tried several times to get in touch with the live chat because the emails always said that the account number was wrong. I hoped for direct contact with clear details. But this is not possible. I feel totally screwed. Or are they unwilling to pay out the money?

Ich habe jetzt mehrfach versucht mit dem Livechat in Kontakt zu treten da die Email immer nur geschrieben haben das die Kontonummer falsch ist.Ich gabe mir einen direktenKontakt mit klaren Details erhofft. Aber das ist nicht möglich. Ich komme mir total verarscht vor. Oder sind die nicht gewillt die Summe auszuzahlen

Dear Artep55, dear Casino Guru Team,

Thank you for your reply.

We would like to point out that we are a fully licensed casino that operates according to our rules and conditions and asks you not to jump to conclusions.

Please, take into account that the German IBAN must contain 22 characters, but you have entered only 21, we do not have access to edit such information, which is why we explained that the correctness of the entry depends only on you.

Also, we would like to point out that it is common for 0s to be missed, so we kindly ask you to double-check the data and create a new query output with the correct data so that we can process it.

In addition, we would like to inform you that our mail and chat are working properly 24/7, so if you have additional questions or need support, please contact us.

We are always ready to help you!

Best regards,

Boomerang Casino Team

Dear Artep55, dear Casino Guru Team,

Thank you for your answers.

We are happy to inform you that your request was processed by us and paid today (19.01).

We would also like to note that in the future, the time of crediting the funds depends on your bank and your payment system. Sometimes it may take 3-5 working days.

In addition, we want to draw your attention to our rules, in accordance with clause 6.16 of our Terms and Conditions (https://boomerang-casino.com/en/rules), requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.

We would also like to add that we take seriously any requests of our customers and especially your funds and our team is doing everything to become better.

We hope for our cooperation.

Please, remember that you can always contact us via email and send information to: support@boomerang-casino.com

Best regards,

Boomerang Casino Team

The money has arrived and the case can be closed. Thanks for your support. Kind regards Petra T***

Das Geld ist angekommen und der Fall kann geschlossen werden. Vielen Dank für Ihre Unterstützung. MfG Petra T***

Hello,

Thank you both for your cooperation! I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Artep55, please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru