Play Boom Casino - プレイヤーは撤退できません。

After depositing and withdrawing multiple times with my Revolut bank account I get this email from Playboom.

''Hello,

Hope you are well.

I am sorry to inform you that your €2400 withdrawal has been cancelled and added back to your gaming account as you have wagered only €100 out of €500 of your last deposit. Also you have made a withdrawal through a Lithuania registered bank account. Since you are from Netherlands, you need to make a withdrawal through a Netherlands registered bank account only. 

If you have any further queries, do reach out to us and we will be happy to assist you further. Our operating hours are between - 7:00 to night 11pm CET.

Best regards,

Lucas

Playboom Support''

I deposited 500 euro yesterday and had a lucky streak to 2400, now it has become 3700 euro after another lucky streak. They suddenly switched their demeanor. The live agent I spoke was telling lies, if you need the transcript I can send it to you.

It's really sad they resort to these tactics, I had them in high regards.

Never was I told that I needed a Dutch bank account to withdraw or deposit funds, I withdrew money already twice to my Revolut. One time 800 the other time 1300.

I got an email late in the evening yesterday that my withdrawal was approved. I don't know why they tried to withhold me from withdrawing to Revolut as I deposited with it multiple times and also withdrew 2 times to it. Nowhere it's written that Dutch customers need to use a Dutch IBAN, and also the live agent Iris I spoke to claiming that my real money was 0.06 cents, which had me confused as I had 2400 euro real cash, no bonus money involved.

Dear Interstellar,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

However, from my understanding, Revolut users have Lithuanian Iban assigned, so it's peculiar from my point of view, what the casino claims.

Could you please advise if you have been informed about any alternative method to withdraw your winnings other than using a holland account? Was your account verified successfully in the past?

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

They already paid out to my Revolut account, got an email yesterday evening that my withdrawal was approved after they rejected it 2 times before. So it should arrive tomorrow. I use Revolut as my main bank and gambled with it on hundreds of sites with no problem. They probably thought that if they kept me waiting long enough, that I would lose the 3700 euro. I actually cashed out 2400 euro first but then they rejected it and told me I need to wager more and had another lucky streak on Lightning Roulette which brought me up to 3700 euro 😅🤪

Thanks for the update, Interstellar.

We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Withdrawal received!

Thanks for the confirmation, Interstellar.

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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,

Tomas

Casino.Guru