Boomerang-Bet Casino - アカウントの確認の問題により、プレーヤーの引き出しが遅れています。

I need help to receive my payout from Boomerang Bet. A few months ago, I registered and won. I have been waiting for the payout for ages. I requested withdrawals on February 29th. During that time, I was under a lot of stress and didn't log in for a while. When I did, I saw that I needed to verify my account. I submitted all the documents and followed the steps. Everything was accepted except for my proof of address.

In the meantime, I also moved to a new city. I contacted live chat several times and asked them to update my address. They referred me to the team via email. I contacted the team via email and sent a current proof of address right away. After several days, they responded and told me that I need to upload the proof of address to my account before they can change my address.

I then uploaded the proof of address to my account, and it was rejected after 2 days without any explanation. I uploaded it again, and it was rejected once more with the explanation that the address does not match my account address. I went to live chat, explained everything again, and they told me to email the team once more. After several discussions, the chat representative forwarded it to the team along with my proof of address. Again, nothing happened for several days. I sent another email to the team and was told it had been forwarded to the relevant department and would be processed soon. Days went by without an update. I asked again what was happening, and now they responded that I need to send the proof of address via email, which is what I did right at the beginning. I sent it again and have not heard back since.

I feel like I'm being led astray by the casino. It feels as though they are sending me from one place to another without actually being interested in solving the issue.

Please help me.

Ich benötige Hilfe um meine Auszahlung vom Boomerang Bet zu erhalten. Ich habe vor einigen Monaten mich angemeldet und gewonnen. Seit Ewigkeiten warte ich auf die Auszahlung. Ich habe am 29. Februar Auszahlungen beantragt. Zu dieser Zeit hatte ich sehr viel Stress und habe mich länger nicht eingeloggt. Dann sah ich im Account das ich mich verifizieren muss. Ich habe alle Dokumente und Schritte eingereicht und es ist alles akzeptiert außer mein adressnachweis.

Zwischenzeitlich bin ich auch umgezogen in eine andere Stadt. Ich habe den live Chat etliche Male kontaktiert und darum gebeten meine Adresse zu aktualisieren. Dieser hat mich an das Team über E-Mail verwiesen. Ich habe das Team über E-Mail kontaktiert und auch gleich einen aktuellen adressnachweis gesendet. Nach mehreren Tagen haben sie geantwortet und mir gesagt dass ich den adressnachweis im Account hochladen muss bevor sie meine Adresse ändern können.

Ich habe also den Nachweis im Account hochgeladen und er wurde nach 2 Tagen abgelehnt ohne Begründung. Ich habe ihn erneut hochgeladen und er wurde wieder abgelehnt mit der Begründung die Adresse stimmt nicht mit meiner Account Adresse überein. Ich bin in den live Chat habe alles erneut erklärt und er sagte wieder ich soll mich per Email an das Team wenden. Nach mehreren Diskussionen hat der Chat Mitarbeiter es an das Team weitergeleitet mit meinem adressnachweis. Es geschah wieder mehrere Tage gar nichts. Ich habe erneut eine E-Mail gesendet an das Team und es hieß das es an die zuständige Abteilung geleitet wurde und bald bearbeitet wird. Wieder sind Tage vergangen ohne Update. Ich fragte erneut was jetzt ist und sie antworteten jetzt dass ich den adressnachweis via e-mail senden soll was ich schon ganz am Anfang getan habe. Ich habe es also wieder gesendet und seitdem keine Rückmeldung mehr gehört.

Ich fühle mich verarscht vom casino. Es ist als ob man mich von einer Stelle zur nächsten schickt ohne an einer Lösung interessiert zu sein.

Bitte helfen Sie mir

Dear victorovic,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided any proof of residence of your old address?
• Could you explain when approximately you moved to a new address?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Thomas, I have forwarded my emails to your email.

I moved a few months ago, shortly after registering at Boomerang Bet.

I also have proof of my old address.

Hallo Thomas ich habe die meine E-Mails weitergeleitet an deine Email.

Ich bin vor ein paar Monaten umgezogen, kurz nach meiner Anmeldung im Boomerang Bet.

Ich habe auch noch Nachweise von meiner alten Adresse.

Dear victorovic,

In the email from August 28, the casino support asked you for proof of the address you have registered with in the casino - the address originally entered in your casino profile.

"We would kindly like to inform you to submit a proof of address with your email address registered on your Boomerangbet casino account. Thank you for your understanding!"

What kind of document have you provided? Please provide a list of documents you provided for your old address and your new address here.

Hello, I have sent you proof of my new address and also of my old address.

Yesterday you replied that I should now send the document from the old address in PDF...

I don't have any PDF documents and have been getting everything printed out by mail for years. Also, I can't possibly get any new documents from the old address because I no longer live there. By the way, their verification page says that they accept JPG, PNG and PDF. I replied to the email but the email can no longer be delivered because the casino's email address apparently no longer exists.

Please help me. It all feels like a waste of time to me.

Hallo ich habe Ihnen den Nachweis von meiner neuen Adresse und auch von meiner alten Adresse gesendet.

Gestern haben Sie geantwortet ich soll jetzt das Dokument der alten Adresse in PDF senden...

Ich habe keine PDF Dokumente und erhalte seit Jahren alles ausgedruckt per Post. Außerdem kann ich unmöglich irgendwelche neuen Dokumente von der alten Adresse bekommen da ich dort nicht mehr wohne. Auf deren Verifizierungsseite steht übrigens dass sie JPG, PNG und PDF akzeptieren. Ich habe auf die E-Mail geantwortet aber sie Email kann nicht mehr zugestellt werden, da angeblich die E-Mail Adresse des Casinos nicht mehr existiert.

Bitte helfen Sie mir. Es fühlt sich für mich alles nach Zeitschinderei an.

Thank you very much, victorovic, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear victorovic, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Boomerang-Bet Casino representative to join this conversation. 

Dear Boomerang-Bet Casino, could you please provide more information about this case? 

Looking forward to your reply.

Boomerang Bet is now completely ignoring my emails and no longer responding at all. 6 days ago I sent another email which has also remained unanswered to this day.

Boomerang Bet ignoriert jetzt meine E-Mails komplett und antwortet überhaupt nicht mehr. Vor 6 Tagen habe ich nochmals eine E-Mail gesendet welche ebenfalls bis heute unbeantwortet geblieben ist.

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.

Boomerang Bet now wants me to buy a scanner and scan my old proof of address so that it becomes a PDF file.

I told the casino that I don't have a scanner and that I don't have any papers from my old address anymore because I haven't lived there for several months. All I have are months old photos of proof of address from my old address.

I have already sent the casino proof that I lived at the old address and now live at my new address.

Everything is being done to make the verification process as time-consuming and difficult as possible.

Boomerang Bet will jetzt von mir verlangen dass ich mir einen Scanner kaufen soll und meinen Alten adressnachweis einscanne damit es eine PDF Datei wird.

Ich habe dem Casino gesagt das ich keinen Scanner besitze und auch keine Papiere von meiner alten Adresse mehr habe da ich dort mehrere Monate nicht mehr wohne. Alles was ich noch habe sind Monate alte Bilder von adressnachweisen meiner alten Adresse.

Ich habe dem Casino schon Nachweise gesendet dass ich an der alten Adresse gewohnt habe und jetzt an meiner neuen Adresse wohne.

Es wird alles versucht mir die Verifizierung so langwierig und schwer wie nur möglich zu machen.

Dear All,

Thank you for contacting us.

Please be informed, that we're waiting for a proof of the customer's new address and the document he has provided is outdated. We need a document not older than 6 months from the date it's provided on. Date of issue on the document provided by the customer recently is 7.03.2024, which doesn't meet our request.

Kind regards,

Boomerang-Bet team

It's unbelievable. I contacted the casino via email on August 19th and informed them of the change and sent my new proof. Before that I even contacted the live chat and uploaded it to my account but it was always rejected!

Boomerang Bet deliberately waited so long and delayed it until the proof was no longer current and "can no longer be accepted".....

Es ist unglaublich. Ich habe das Casino bereits am 19. August kontaktiert via e-mail und auf die Änderung aufmerksam gemacht und meinen neuen Nachweis gesendet. Davor hatte ich sogar den Live Chat kontaktiert und es im Account hochgeladen aber es wurde ja immer extra abgelehnt!

Boomerang Bet hat extra so lange gewartet und es rausgezögert bis der Nachweis nicht mehr aktuell genug ist und "nicht mehr akzeptiert" werden darf.....

I have sent Boomerang Bet a new proof of address.

I'm curious whether something will be thought up again to not accept it or whether the verification will finally be completed.

Ich habe Boomerang Bet einen neuen adressnachweis gesendet.

Ich bin gespannt ob sich jetzt wieder irgendwas ausgedacht wird um es nicht zu akzeptieren oder die Verifizierung endlich abgeschlossen sein wird.

So my proof of address was initially rejected again and a new proof was requested. But this has now finally been accepted.

Now I'm curious when they start processing my withdrawals

Also mein adressnachweis wurde erstmal wieder abgelehnt und ein neuer Nachweis angefordert. Dieser wurde jetzt aber endlich akzeptiert.

Jetzt bin ich gespannt wann sie anfangen meine Auszahlungen zu bearbeiten

Dear Boomerang-Bet Casino,

thank you for your message.

Dear victorovic, 

 thank you for providing the updates. I appreciate the challenges that this process may present. It appears we are making progress. Have you had the opportunity to request your withdrawal? Additionally, has it been approved, please?

My withdrawals have been pending for months. I hope they will be processed soon as my verification is finally complete.

Meine Auszahlungen sind ausstehend seit Monaten. Ich hoffe sie werden bald bearbeitet da meine Verifizierung endlich abgeschlossen ist.

Dear victorovic, 

thanks for your prompt reply.

Dear Boomerang-Bet Casino,

considering the circumstances related to this complaint, could you please expedite the processing of Victorovic's withdrawal at your earliest convenience?

Unfortunately, I still haven't received a single payout

Leider habe ich immer noch keine einzige Auszahlung erhalten

Dear victorovic, 

thanks for the update. I have contacted the casino outside this thread. I let you know once I receive any information.

Dear Victorovic,

Please be informed, that your account is verified now, however your withdrawal requests were cancelled because they timed out. Please make new withdrawal requests and we'll process them one by one with priority.

Kind regards,

Boomerang-Bet Casino

I have requested a new withdrawal.

Ich habe neue Auszahlung beantragt.

Dear Boomerang-Bet Casino,

thank you for your message.

Dear victorovic, 

thanks for your prompt reply. It seems we are moving in the right direction. Please keep us informed once you receive your funds.

Dear victorovic,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I receive regular payments. There are still 2800€ outstanding

Hallo ich erhalte regelmäßig Auszahlungen. Es sind noch 2800€ ausstehend

Dear victorovic,

that is a great news. Have you requested a new withdrawal for the remaining funds, please?

Dear All,

Please be informed, that all of the customer's withdrawal requests have been processed from our side.

Kind regards,

Boomerang-bet Casino

Received everything

Habe alles erhalten

Dear victorovic,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru