The player from Germany faced account blockage at Boom Casino without explanation after providing the requested verification and proof of funds. Despite having demonstrated the origin of her money through screenshots, her account remained closed. The Complaints Team attempted to gather additional evidence from the casino and invited them to clarify the situation, but the casino did not respond. As a result, the complaint was marked as "unresolved," and the player was advised to consider contacting the Cura?ao Gaming Control Board for further assistance.
Play Boom Casino - Player’s account has been blocked.
Black points: 215
Amount: €1,030
Play Boom Casino
Safety Index:Below averageSafety Index
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5.8
Play Boom Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 month ago
Public
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3 months ago
Translation
Play Boom Casino blocked my account without explanation. First, they tortured me with verification requests; I sent them all the screenshots of the crypto exchange, then they demanded I prove the origin of my funds. My friend transferred money to me through my exchange office, and I transferred money from my bank to his bank account. We were just exchanging money. Then I sent a screenshot of the transfer, and the casino immediately blocked me.
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PR Assistant
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3 months ago
Hello kisik4636634,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Play Boom Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Do I understand it correctly that you have deposited with the money your friend has sent you?
- When was the last time you spoke to the casino and what was it about?
Please note that it is strictly prohibited with other than your own money and it makes no difference that you have then sent them to your friend, the casino had right to block your account and confiscate any winnings.
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
I sent the documents on the 19th, and on the 21st, they blocked me. A friend of mine sent me the money, and I gave it to him in cash. The casino ignores my emails and doesn't respond.
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3 months ago
Translation
Could you please send us your 30-day bank statement showing your transaction to another person, as well as that person's 30-day crypto statement showing the deposit to your crypto account?
They sent me this. I can give them my bank statement, but how can I give them the other person's crypto statement? That's impossible; they won't give me their bank statement. Besides, the crypto exchange doesn't provide bank statements. They can only send me a screenshot of the transfer to my account.
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PR Assistant
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3 months ago
Dear kisik4636634,
Can you please advise if your friend owns an account in the casino as well?
The casino definitely should not ask for a 3rd party bank statement only the ones from you.
Awaiting your response.
Regards,
Nick
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3 months ago
Translation
My friend doesn't have a casino account
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PR Assistant
Public
3 months ago
Dear kisik4636634,
Could you please clarify one more detail—did your friend deposit the money directly into your casino account, or was the money sent to your payment method first, and then you made the deposit yourself?
Looking forward to your response.
Best regards,
Nick
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3 months ago
Translation
We exchanged money. I had some money on the crypto exchange. I transferred money to him from my bank. You can read the complaint about this casino here. This is my complaint: https://casinosincanada.com/community/forum/forum2/topic16980/?PAGEN_4=2
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PR Assistant
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2 months ago
Dear kisik4636634,
This still does not answer my previous question - from which payment was the deposit made - your friend's?
Additionally, I've noticed that the casino also claims that you have registered with a VPN - can you please clarify why and what VPN did you use?
Awaiting your response.
Regards,
Nick
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2 months ago
Translation
Everything is in the complaint, to which I gave you the link. The deposit was my own, and I don't use a VPN. Sometimes it turns on automatically when I start my PC.
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PR Assistant
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2 months ago
Thank you kisik4636634 for all the information provided so far. As we need to gather additional evidence from the casino, your complaint will be now forwarded to my colleague Michal ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Translation
When will I get an answer? Have you disappeared somewhere?
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Complaint Specialist
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2 months ago
Hello kisik4636634,
I'm Michal, and I have taken over your complaint. I have reviewed your case, including the thread about your complaint you submitted on casinosincanada.com, and I have a few additional questions before I contact the casino representative. Please answer them clearly here in this thread. Why have you exchanged money with your friend? Did your friend deposit the money directly into your casino account, or was the money sent to your crypto wallet first, and then you made the deposit yourself? Has your son sent you money to your crypto wallet as well? Does your son have an account with Play Boom casino?
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2 months ago
Translation
I answered all the questions in the Canada Casino forum, where all the screenshots and all the evidence are available. I made a deposit from my crypto exchange account. My friend transferred money to my crypto exchange account, and I transferred money to him from my bank account. I registered without a VPN. My VPN sometimes activates automatically on my laptop. I don't see any problem with that. I set everything up on my laptop and now always play without a VPN. The casino scammed me. You can read all the evidence in the Casino Canada forum. I posted the link above.
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2 months ago
Translation
My son didn't transfer any money to me at the casino and has no connection with the casino. He doesn't play at the casino at all. My friend transferred the money to my crypto exchange account, and I transferred it from my bank account to his bank account. We made an exchange.
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Complaint Specialist
Public
2 months ago
Dear kisik4636634,
Thank you for your response. I will reach out to the casino team to see if I can be of any help.
We would like to invite Play Boom Casino to join the conversation.
Dear Play Boom Casino,
Can you please explain how the player might have breached your rules? It looks like the player has provided you with evidence that clarifies the circumstances, so I would appreciate your reasoning why you believe you are justified in withholding the player's winnings. If there are any factors that influence the whole situation that cannot be shared publicly, please forward it to me at [email protected]
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2 months ago
Translation
This complaint has been going on for over a month now, and no one has responded. They forgot about me long ago. They took my winnings and my deposit.
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Complaint Specialist
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2 months ago
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.
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1 month ago
Translation
They will not answer you, I ask you to blacklist this casino
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Complaint Specialist
Public
1 month ago
Dear kisik4636634,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Should you want to pursue your complaint further, you can submit it to the Cura?ao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.
Please let me know if and how they responded at [email protected] if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
