Boomerang Casino - La retirada del jugador se ha retrasado.

I made a withdrawal request on February 13, 2022 for € 1850.

On February 18, 2022 (5 days later) they start asking me for documents (photo of credit card, identity document and various proofs of the residential address.

After that, I don't get any more emails from them.

I contact support in chat and they ask me for an additional document proving my residential address (which I send). Then silence from them again.

On February 27, 2022 (9 days later) I contact the chat support again and they tell me to send all documents back to kyc@boomerang-casino.com .

On March 1, 2022 (2 days later) I send an email asking them to confirm the receipt of the documents but again I do not receive any response.

It has been 17 days since my withdrawal request was unsuccessful. I have played with other non-AAMS casinos in the past and I have to say that I have always received replies and payouts (much higher amounts) within a week. Pity

Ho effettuato una richiesta di prelievo il giorno 13 febbraio 2022 di 1850€.

Il 18 febbraio 2022 (5 giorni dopo) iniziano a chiedermi i documenti (foto della carta di credito, documento di identitá e varie prove dell'indirizzo di residenza.

Dopodiché non ricevo più mail da parte loro.

Contatto l'assistenza in chat e mi richiedono un ulteriore documento che provi il mio indirizzo di residenza (che invio). Dopodiché nuovamente silenzio da parte loro.

Il 27 febbraio 2022 (9 giorni dopo) ricontatto l'assistenza in chat e mi dicono di rimandare tutti i documenti all'indirizzo kyc@boomerang-casino.com.

Il 1 marzo 2022 (2 giorni dopo) invio una mail chiedendo loro conferma della ricezione dei documenti ma nuovamente non ricevo alcuna risposta.

Sono passati 17 giorni dalla mia richiesta di prelievo senza esito. Ho giocato con altri casino non AAMS in passato e devo dire che ho sempre ricevuto risposte e pagamenti (importi molto piú alti) nel giro di una settimana. Peccato

Dear usatrust90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you made any successful withdrawals before? Do I understand correctly that you haven't received any confirmation regarding successful verification yet?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

it is the first withdrawal request on this casino so I have not received any credit from them yet.

I forward all the emails that I have exchanged with them to your address kristina.s@casino.guru.

A thousand thanks

Gentile Kristina,

è la prima richiesta di prelievo su questo casino quindi non ho ricevuto ancora nessun accredito da parte loro.

Le inoltro al suo indirizzo kristina.s@casino.guru tutte le mail che mi sono scambiato con loro.

Grazie mille

Thank you very much usatrust90 for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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.

Hi, yesterday they wrote to me asking for an additional document that proves my residence (I had already sent 4 different ones). I hope it's not a way to waste time. I'll update you if anything changes.

Thank you

Ciao, ieri mi hanno scritto richiedendomi un'ulteriore documento che provi la mia residenza (ne avevo mandati già 4 diversi). Spero che non sia un modo per perdere tempo. Vi aggiorno se qualcosa dovesse cambiare.

Grazie

Hello usatrust90,

I'll take care of your complaint from now on. I looked at all the documentation you sent us and will try to help you resolve your issue with the verification. From my point of view, the address of residence is clearly displayed on the identity card and all the other documents you provided. There are documents that are less than 6 months old as well. I would like to ask the casino into the conversation in order to explain what is the issue is.

Dear Boomerang Casino,

Could you explain what prevents usatrust90 from being verified and what steps can be done to resolve the issue?

Thank you.

Dear Tomas,

I sent yet another proof of address yesterday afternoon and again yesterday afternoon they replied that they had forwarded the document to the administrative department. This morning I received another email from support telling me that VPN activity on their site is not allowed and that they may permanently close my account. Perhaps now they have no more excuses for delaying payment by sending documents and soon they will close my account with this trick. To be safe, I don't log in for a while. Will update. Thank you

Gentile Tomas,

ho inviato l'ennesima prova di indirizzo ieri pomeriggio e sempre ieri pomeriggio mi hanno risposto di aver inoltrato il documento al reparto amministrativo. Questa mattina mi è arrivata un'altra mail dal supporto dicendomi che l'attività con VPN sul loro sito non è concessa e che potrebbero chiudere definitivamente il mio account. Forse adesso non hanno piú scuse per ritardare il pagamento con gli invii dei documenti e a breve mi chiuderanno il conto con questo escamotage. Per sicurezza non faccio piú accessi per un pó. Vi aggiorno. Grazie

On Thursday I even sent a residence certificate issued by the Italian government. This morning I write with a reminder and they ask me for an additional proof of residence. I have played with dozens of different online casinos and a simple bank statement has always been enough to validate my address. I sent them at least 5 address proof documents. I am beginning to fear that it is a strategy to not pay and that I will never see my money.

Giovedí ho inviato addirittura un certificato di residenza emesso dal Governo italiano. Stamattina scrivo con un sollecito e mi richiedono un'ulteriore documento di prova della residenza. Ho giocato con decine di casino online diversi ed è sempre bastato un semplice estratto conto per validare il mio indirizzo. A loro ho mandato almeno 5 documenti di prova indirizzo. Inizio a temere che è una strategia per non pagare e che non vedró mai i miei soldi.

We would like to ask Boomerang 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’.

Yesterday they finally verified my account. Now I wait for them to confirm the withdrawal and for the funds to arrive.

Ieri mi hanno finalmente verificato il conto. Ora aspetto che confermano il prelievo e che arrivino i fondi.

That is good news, usatrust90. I'm glad your account got verified and I'll await news about your successful withdrawal. I'll keep the complaint open until you confirm you received your winnings. Keep us updated. Much appreciated!

Good morning,

the casino paid. You can close. Thank you

Buongiorno,

il casino ha pagato. Potete chiudere. Grazie

I am glad to hear you received your winnings, usatrust90! Thank you for letting us know. We will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.