Complaint #23 Boom Casino

Refusing To Verify for months, $3,000 in account

By anto1forde

3 years ago

I have been trying to get my $3000 winnings out of this site for months now. Before I first tried to withdraw they asked me to verify my account by sending my ID and proof of address which I did.

Then when I hit a big win and tried to withdraw they locked my account after I submitted the withdrawal and have been constantly requesting new documents and information all of which I'm providing yet they refuse to open my account again or process my withdrawal.

It is never ending. What they're asking for is so invasive and excessive and they're clearly not going to stop and they just hope I'll go away. It's just so upsetting that there's nothing I can do as everything they want I give against my will and they just keep asking for more and more.

You can see from my point of view this is just them bitter than I won money and they don't want to pay me which is just stealing. Please help me get them to actually pay me my money.

Disputed Casino Boom Casino

Reason Verification issues

Amount $3000

Discussion

AskGamblers

• Support Team

3 years ago

Dear @anto1forde,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Boom Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Boom Casino

• Representative

3 years ago

Hello Anthony and AskGamblers,

I understand the verification process is not much fun, but nevertheless, it's crucial to our operations and making sure we're providing a safe environment for our players, while also meeting the requirements as per our license.

I checked the status of your case and I can see at July 16th we requested a supporting document from you, which is fully in line with our regulatory requirements. If you could get back to us with that document, surely we'll be able to complete your case shortly.

I kindly refer you to 3.4 in our general terms and conditions. I've pasted in the full term below. Please note that we're unfortunately not able to resume the verification while we are still waiting for documents from your end.

Kind regards,
Boom Casino Support Team

Term as referenced above:
3.4. Customer Due Diligence and Duty of Care. In order for us to fulfill our legal obligations we may ask you for information in addition to the registration details when you apply for an account and at any time while you hold an account with us. This could include, but is not limited to, proof of your identity, address, age, origin of funds deposited, utility bills and bank statements. We may also obtain information about you through publicly available sources and databases. We will always request additional documents if your cumulative deposits, or a withdrawal request, reaches USD/EUR 2,000 but documentation may be requested at lower levels. We may block your account at our discretion at any time if we are not satisfied with the information with which you have supplied us or in the event that there is delay in supplying the requested information. Failure to provide correct information or to provide any information requested to enable us to comply with our legal obligations may result in you being reported to the relevant regulatory body. This may include criminal and serious crime monitoring/reporting agencies. Please note that we may be restricted by law from informing you about such reporting.

Boom Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $6,130

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Boom Casino Complaints

See all complaints for this casino

Boom Casino not paying since August

Hello,

I won 6446.49 CAD on Boom Casino the 08-27-24. I requested a withdrawal and the casino then requested we go through a verification process through email. They requested I send them my ID, a selfie, proof of address, and a statement from my Crypto account from the date 01-07-2024 till 25-09-2024, which also shows the deposit to the casino among other transactions.

I complied and sent them everything requested. They then proceeded to ask me to send them the PDF crypto statement for BTC and LTC from the 1st of July till this date, which I did. Then I was requested to provide further information about the funds received in my wallet on specific dates and to send documents to confirm the source of those funds. Also, they requested an additional statement for my other LTC wallet showing all transactions since the 1st of July.

After sending all these documents, they requested the statement of 2 other wallets of mine, my Coin Wallet and my Shakepay statement showing all transactions since the 1st of July. Once again, I complied and sent them documents. They proceeded to request the PDF bank statement from the bank account used to top up the Shakepay account, which I did. Then they asked me to send a PDF or CSV statement from the LTC wallet used to top up my Coin Wallet account with 50 LTC on the 4th of July and 100 LTC on the 5th of July.

I then explained to the casino that, unlike my other portfolios, Coin Wallet does not allow me to obtain a precise description of the transactions. Since the data is several months old, I'm not in a position to give them an answer and those incoming amounts are most likely a casino win since I do not own any other wallet. They then responded that unless and until they receive the requested information, they will not be able to complete the verification process and proceed with the withdrawals.

At this moment, it feels like the casino is doing everything and anything they can to not pay me my win. I have sent them all the documentation requested, including personal statements of other wallets that have nothing to do with my deposit made on August 27th, 2024. I sent casino statements of five different wallets and my bank statements dating all from July to September.

Please help me resolve this as this is unfair and feels completely out of hand.

Unresolved

$6,446

Boom Casino Delaying Account Verification

Hi, I registered and played at this casino on July 7 2022. I had put money in my account 3 times. The 3rd time I won money with my real money balance, which then I requested a withdrawal for the amount of 2200$.

On July 8th, I was asked to provide my documents, with a selfie and a 30 days bank transaction showing ALL transactions including the deposits made to them. On July 17th they said they cannot accept a proof of address document and was requested to provide another on, which I did on July 20th.

On July 21st, they said "As we can see, your ID and address have already been verified." But they were waiting for my bank statement from July, as I had not received them yet. They also asked for some personal information such as my occupation and employment which I replied through email.

Once I received my July statement with the deposit made at the casino, it was sent to them on August 8th. On August 9th they requested the June statement, which was sent to them the same day.

On August 10th they confirmed they received everything. I asked for an update on August 12th, and they replied on August 15th with

" This is to inform you that, we will get back to you once we received an update from the relevant team.".

Then finally, I get an email on August 16th requesting the same documents again with the message " We are sending you this email to inform you that we have closed your account temporarily, as we have not yet received the requested documents. ". They requested to provide my ID + proof of address.

This was very frustrating for me so I went on chat (August 16th) and inquired about this email. They person told me that both documents were verified already, and I can just reply to the email.

In private, I have included some pictures for proof.

I have had no reply since then and I am convinced the casino does not want to release my funds.

Rejected

BoomCasino Delaying withdraw and not answering

Hello, sorry that it has come to this but I've tried to withdraw my money that is 1200 euro for 8 days now and boomcasino has ghosted me for the last 4 days, not a single e-mail.

(02:21:33 PM) Tiia: It seems like we have all your documents, we can pay out today by ecopayz

(02:21:49 PM) Tiia: Let us know once you have requested the withdrawal so we payout immediately.

(02:21:58 PM) *My name <username removed >: ok please if you can do that i would love it !!! I have done it now

This was 3 days ago, after that.. NO communication, I tried to contact live chat yesterday but they just tell me to wait and they can't do anything.

Now, at first I tried to withdraw using Ecopayz but I had to cancel that withdrawal because ecopayz has stopped supporting withdraws in my country so I had to change it to MuchBetter but I still haven't been accepted.

Sorry that I have to do this but considering boomcasino has ghosted me for 4 days I fear I will never get my money.