Play Boom Casino - Обліковий запис гравця недоступний, а зняття коштів затримується.

Hello,

I played with the welcome bonus, adhered to the terms, and achieved the required turnover.

Then I requested a withdrawal - which was followed by a lengthy KYC process, during which I provided all the necessary documents to the casino.

They only ever responded after several days.

Now they are not replying anymore, and I can no longer log into my account.

Hallo,

ich habe den Willkommensbonus gespielt, mich an die Bedingungen gehalten und den geforderten Umsatz gebracht.

Dann habe ich eine Auszahlung beantragt - dann folgte eine lange KYC, bei denen ich dem Casino alle Dokumente zur Verfügung gestellt habe.

Es wurde immer nur nach mehreren Tagen geantwortet.

Nun schreiben Sie nicht mehr zurück und in mein Konto kann ich mich auch nicht mehr einloggen

Dear PaulApl21,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation regarding successful verification?
• When was the last time you accessed your casino account?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, thanks for the answer!

I used slot machines. Unfortunately, I did not receive confirmation of the verification, they stopped responding, and after several inquiries they asked various questions about the origin of the money. I showed them everything via bank statement/email.

then nothing came again, I asked again, but since December 31, 2024 there has been radio silence.

I logged into the account sometime between December 27th and December 31st, everything was still working, or rather I only ever got the information about verification

but now I am blocked and can no longer access the account

Best regards

Hallo, danke für die Antwort!

Ich habe spielautomaten genutzt. Leider habe ich keine Bestätigung der Verifizierung erhalten, sie haben nicht mehr geantwortet, auf mehrfach nachfragen kamen dann noch diverse Fragen zwecks der Geldherkunft, habe ich ihnen alles via banknachweis/email gezeigt.

dann kam wieder nichts, ich wieder nachgefragt, aber seit dem 31.12.2024 herrscht Funkstille.

Ich habe mich irgendwann zwischen dem 27.12. und 31.12. in das konto eingeloggt ca, da ging noch alles, bzw habe ich da immer nur die info zur Verifzierung bekommen

jetzt bin ich aber gesperrt und komme nicht mehr in den account

viele grüße