Boom Casino - La cuenta del jugador ha sido cerrada y sus ganancias confiscadas.

I am writing to lodge a formal complaint against Boomcasino.com, operated by Deep Dive Tech B.V. under Curacao Gaming Control Board license number OGL/2024/503/0352, regarding the unjust closure of my account and the confiscation of my legitimate winnings totaling 2500 euros. 

I respectfully request that you  investigate this matter to ensure compliance with fair gaming practices and to facilitate the release of my withheld funds.

On 03.03.2025, I deposited 200 euros into my account at Boomcasino.com and accepted a non-sticky deposit bonus, which allows forfeiture of the bonus to withdraw winnings made with my initial deposit. 

Playing fairly and in accordance with the casino’s rules, I won 2700 euros. I then canceled the remaining bonus and requested a withdrawal of my winnings, as permitted by the non-sticky bonus terms.

The casino subsequently requested identity verification documents, including my ID and bank statements covering three and six months, which I promptly provided. However, after submission, I attempted to log in and discovered my account had been closed without prior notice.

The casino refunded my initial deposit of 200 euros but confiscated my winnings of 2500 euros, claiming I had breached their terms and conditions.

When I contacted Boomcasino.com’s support via email, agents cited the following terms as justification for the closure and confiscation:

Clause 2.2 – Personal Entertainment: Alleging I did not participate for recreation but for commercial purposes.

My Response: I am a casual player, not a professional. My deposit of 200 euros and subsequent winnings of 2700 euros were the result of fair play for personal enjoyment. The casino has provided no evidence to suggest otherwise.

Clause 2.8 – Illegal Activities: Suggesting potential fraud, collusion, or use of software-assisted methods.

My Response: I categorically deny any fraudulent or illegal activity. I played solely with my deposited funds, adhering to all rules, and no evidence has been presented to support this accusation.

Clause 3.3 – Duplicate Accounts: Implying I may have multiple accounts, leading to forfeiture of winnings.

My Response: I have maintained only one account with Boomcasino.com, as confirmed by my registration and submitted documents. The casino has offered no proof of duplicate accounts.

When I requested specific evidence of these alleged violations, the casino ignored my request and simply reiterated that my account was closed and winnings confiscated due to a "breach of terms," with no further explanation.

Boomcasino.com’s actions appear arbitrary and unfair, lacking transparency or substantiation, which I believe contravenes the principles of fair play that the Curacao Gaming Control Board seeks to uphold. The casino’s failure to provide evidence of any wrongdoing, combined with their unilateral decision to confiscate 2500 euros in legitimate winnings, suggests a potential violation of their licensing obligations.

I have acted in good faith throughout my interactions with Boomcasino.com, adhering to their terms and providing all requested documentation. The casino’s refusal to justify their actions has left me with no recourse but to seek your assistance.

Dear Aceskinom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any confirmation regarding successful verification?

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

Best regards,

Kristina

1. No, I live by myself and no one else has created an account (or accessed the casino) from the same IP

2.Slots

3. My casino account has been verified and I have received a confirmation of the verification. After verification, I have sent, upon request, bank statements for the previous 3 months and 6 months, a picture of me holding my ID and a confirmation of the deposit from by bank to the casino.

Unfortunately, further communication with the casino is no longer possible as the casino ended the conversation with me. They have also closed my account and I can no longer access the account using my online banking credentials.

Thank you very much for your reply, Aceskinom. 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 you a message thread via email. So what happens next? can u take contact boomcasino and try to get me my money 2500€ ?

Thank you very much, Aceskinom, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Aceskinom,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Boom Casino to join the conversation.

Dear Boom Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Casino dont wanna pay me & answer this topic.

I warn other players not to play at this casino.

Michal, what i can do next?

Dear Aceskinom,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their 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.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru