Boomerang-Bet Casino - 플레이어의 계정 접근이 차단되었습니다.

The casino is behaving very strangely. They blocked my account access and requested identity verification. They received the following documents: 1. A photo of my ID card. 2. A selfie in front of the website. 3. A statement from my Jeton account – I use PLN and Euro – they received both. I can even see that the account was topped up through my bank account.

The casino hasn't responded to the documents I received. I don't understand their behavior. How can a company with an AC Milan logo have such support? The amount isn't large, and withdrawing it is extremely difficult.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hi, thank you for opening the case and answering your questions.

The casino received my ID, a selfie, and a statement from my Jeton account.

The casino didn't say anything about the documents, so I assume the submission was successful.

The last document is a statement from my Jeton account; previously, there was also a selfie in front of the website, taken at my home.

I haven't received a response yet, and the casino isn't responding to my messages. I think this is intentional.

I don't understand what's going on. Id definitely like the casino to address the issue.

Please forward me all the communication between you and the casino regarding the verification of your account at [email protected]. Kindly include the documents you sent to the casino for verification as well.

I'm sending all the information via email.

Documents I sent to the casino for account verification.

Last correspondence with the casino.

Dear matematasos

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello matematasos,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the Boomerang.Bet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? Are there any issues we are not aware of with the documents matematasos provided? Alternatively, can you give us some guidance on how to proceed?

Thank you in advance for your clarification regarding this matter.

Dear matematasos,

Thank you for reaching out to us and for taking the time to submit your complaint. We always aim to address any issues our players encounter as quickly and effectively as possible.

However, we would like to inform you that we are currently unable to verify the details of your account. After checking our system, we did not find any registration associated with the email address you provided. Because of this, we are unable to proceed with reviewing your complaint at this stage.

To help us assist you further, we kindly ask you to:

1. Confirm that your complaint was submitted to the correct website, as it is possible there may have been a misunderstanding; or

2. Provide additional information related to your account, such as a different email address, username, or any other identifying details that could help us locate your profile.

Once we receive this information, we will be happy to continue investigating your case without delay.

Thank you for your understanding and cooperation.

Best regards,

Boomerang.Bet Team

What the casino replied to me today is a scandal - I am pasting the text of the reply to my message asking about the verification status

Hi Maciej,

Those documents was already uploaded and rejected. You need to provide us with more detailed transaction history

Sincerely,

Megan

Customer Support Team

Ticket ID: SU78X6

Assigned agent: Megan

Please note: the casino is currently asking me for documents that don't exist. If they're working with jeton as their payment provider, they should be aware of what a bank statement looks like. I spoke with support, and there's no way to download a statement other than the one provided (I can also send it to you, Casino Guru). The statement is complete and includes all transactions. The casino is asking me to change the statement, but do I, as a user, have any control over this? Of course not. The casino is asking me for things that simply don't exist, and all this just a month after they received the documents.

If we add to this the fact that someone replied above that they can't see my account in the system, we can conclude that the concerns about this casino are fully justified. What they're doing is completely disrespectful of my time and money.

Dear matematasos,

thank you for your cooperation. Yes, you can send the Jeton statement to [email protected]. Also, I have marked some of your previous messages as sensitive, as they include some information we would not want to share publicly. The casino should see everything however.

Dear casino representative,

thank you for your response. Ad the player has explained, Jeton does not provide any statement other than the standard transaction history already submitted, and users cannot modify or generate a more detailed version, as far as I am aware.

If the documents were rejected, we kindly ask you to specify which concrete element is missing and, importantly, what realistic alternative document issued by Jeton would be acceptable in this case.

If no such alternative exists, please reassess the documents already provided so the verification process can be concluded without further unnecessary delay.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear matematasos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin

Dear parties,

I am reopening this case as there has been some confusion regarding this matter. To briefly explain, the complaint we have been dealing with had been filed against a wrong casino with a similar name. I would therefore like to apologize to the casino representative who has correctly stated the player had no account with the previous casino.

This issue has been amended now and we will be able to proceed with the mediation process.

Dear casino representative,

could you please check the case and explain to us what happened? Are there any issues we are not aware of with the documents matematasos provided? Alternatively, can you give us some guidance on how to proceed?

Thank you in advance for your clarification regarding this matter.