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

Hello,

now I have received the message that my account has been closed due to missing verification (of course my winnings are still missing)

Hallo,

nun habe ich die mitteilung bekommen, dass mein konto geschlossen wurde wegen fehlender Verifizierung (mein Gewinn fehlt natürlich immer noch)

Thank you very much for your reply, PaulApl21. Do I understand correctly that €900 is being held in your casino account? Which documents have you already provided and when exactly did you send them?

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 just forwarded everything to the email

ich habe gerade alles an die email weitergeleitet

Thank you very much, PaulApl21, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Do I need to do anything else? I haven't received an answer

Muss ich noch irgendwas tun? habe keine antwort erhalten

Hello, PaulApl21,

I am sorry to hear about your unpleasant experience. For now - no, you do not need to do anything yet. Let's ask the casino for more details.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Play Boom Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed? Have his winnings been confiscated?

It looks like he was able and willing to cooperate and provide the requested documents during the KYC, but the casino suddenly blocked his account for incomplete verification, without providing further details or instructions on how to proceed with the verification, or at least a sufficient explanation.

What needs to be done on the user's side to complete the KYC and/or withdraw his remaining balance? Can you provide him with instructions to proceed?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

A further verification process has now begun. I am asked to send proof of address and my ID again (this data has been available since December 17, 2024).

Furthermore, I should send my credit card with both the front and back (I do not have a credit card and have not paid with it)

I have now resubmitted the documents I have.

This process is simply being dragged out again - 29 emails have already been sent back and forth with an infinite number of verification documents.

Es wurde jetzt ein weiterer Verifizierungsprozess begonnen. Ich soll erneut einen Adressnachweis sowieso meinen Ausweis schicken (diese Daten liegen seit dem 17. Dezember 2024 vor).

Desweiteren soll ich meine Kreditkarte schicken mit Vorder- sowieso Rückseite (ich besitze keine Kreditkarte und habe damit auch nicht einbezahlt)

Die Dokumente, die ich habe, habe ich nun erneut eingereicht.

Dieses Vorgehen wird wieder einfach in die Länge gezogen - es wurden bereits 29 Mails nun hin und hergeschickt mit unendlich vielen Verifizierungsdokumenten.

I can't do the casino justice, I've sent them my crypto statement several times now, but they don't accept it. I sent it in PDF format, in Excel format and as a screenshot - the wallet doesn't allow anything else. There is no other function, I can't offer it any other way

ich kann dem casino nicht gerecht werden, ich habe ihnen jetzt schon mehrfach meinen cryptoauszug gesendet, sie akzeptieren ihn nicht. hab es im pdf format, im excel format und als screenshot geschickt - mehr gibt die wallet nicht her. eine weitere funktion exisitiert nicht, ich kann es nicht anders anbieten

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.

They are now asking me for everything again, I have already sent the casino so many documents. The whole game starts again from the beginning, I have already sent about 8 new documents, which they have had for a long time.

I'm really angry, they're making fun of me!

sie fragen nun alles nochmal ab, ich habe dem casino bereits so viele dokumente geschickt. das ganze spiel geht von vorne los, bereits jetzt habe ich wieder ca 8 neue dokumente geschickt, welche sie aber schon längst vorliegen haben.

ich bin echt sauer, die verarschen mich doch!

Dear PaulApl21,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru. Also, feel free to contact me if there is any progress or updates after the casino contacts you regarding the last provided documents and the KYC/verification process. We can review the case and reconsider its classification.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru