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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 what happened to us? 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? As 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.

Thank you in advance for your clarification regarding this matter.

Yes, my mistake, and I sincerely apologize for the similarity in names; they're almost identical, differing only in the symbol. Thank you for moving it and for not having to write it all down at once. You've been a great help to me.

This company has again requested a different Jeton account statement from me. If they're considering working with Jeton, they probably know what a statement looks like. If they don't accept such statements, they should consider using other companies or payment methods. Currently, verification is stalled because the company is requesting a document from me, which, according to Jeton support, they don't have. It's impossible to provide a document that doesn't exist. It's impossible for Boomerangbet not to know about this. It seems their actions are deliberate. Verification has been taking over two months, making it a very lengthy process.

This company is doing everything they can to avoid writing anything specific, holding my money for no reason. When I ask them what exactly they want, they don't respond with any specifics. They should address what I'm supposed to send them, but Jeton doesn't provide any other statements, so I don't know how they could want anything else. If a company representative writes the same thing here as in the email, it's a sign that all they can do is prolong the process indefinitely.

I plan to close my Jeton account by the end of the year. If you need anything, I insist on specific information. I've already received a message requesting a more detailed statement, and Jeton's response is clear and firm: there's no way to download another statement. I want to close all my accounts by the end of the year, yet you're holding my funds in a way that undermines your reputation and credibility.

Im updating the situation – the casino replied that they want to receive a deposit confirmation from me, specifically for their casino. They previously emailed me about my Jeton account history and received such a document. Only now have they clarified their expectations. As soon as I receive information about the date, time, and amount of the transaction, I will send the required documents to the casino.

The casino's website support team refuses to provide me with information about when I made my deposit—obviously, no one memorizes this, so the company is deliberately making it difficult to complete verification. I sincerely hope that the standards this company applies to me will significantly reduce its credibility. It's unbelievable what this company is doing.

has a chat record with the casino, it's amazing that this company has such opinions on your website! IMPOSSIBLE!!!!

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.

The company responded to my private message and asked for a PDF statement from September 20th to October 20th. The problem is that they had already received such a statement on December 7th. I provided a full statement from my Jeton account from the moment the deposit was made to my account. The company claims it wants a more detailed statement, but unfortunately, no one at the company can read because Ive written repeatedly that Jeton responded to my request with the following:

THERE IS NO OTHER BANK ACCOUNT STATEMENT

I'm repeating this for the casino representative, in case he didnt notice:

THERE IS NO OTHER BANK ACCOUNT STATEMENT

THERE IS NO OTHER BANK ACCOUNT STATEMENT

THERE IS NO OTHER BANK ACCOUNT STATEMENT

THERE IS NO OTHER BANK ACCOUNT STATEMENT

The company keeps asking me to provide a document that they dont have. Since they're working with Jeton, they should be aware of the documents they can be provided with.

Boomerang-bet Casino is deliberately and deliberately making verification difficult, and the 9.7 rating it has on your website is a joke. How can you call a company that asks for a document that doesnt exist?

Fraud? Lie?

Im officially requesting a downgrade of the reputation of boomerang-bet. Such a high rating obliges them to maintain the highest standards, yet in this case, everything is at a minimum. The lack of a timely response only confirms that this company doesn't offer the highest level of security for players.

I think you no longer have any doubt that this company is deceiving me and deliberately working against me.

Dear matematasos,

I have received a response from a casino representative. The case slipped through the communication channels and the casino was unaware of the case being opened. That said, they are now checking the case with relevant departments. I hope we can come to a successful resolution now.

Dear matematasos,

thank you for your patience. I have been in contact with the casino, we are currently dealing with an issue regarding their account at Casino Guru.

That said, the casino representative has informed me, that they require a Jeton transaction history from August 2025. I understand there are many limitations with Jeton, as you have repeatedly explained, but are you able to provide any kind of statement from that month? If so, you can send it to [email protected], and I will forward it to the casino representative.

Of course, the casino received my statement not only for August 2026 but for the entire period I used my Jeton account. I've already sent you an email with the statement. I use two euro and one Polish zloty accounts, and the casino received both statements from these accounts, and you've now received an email from me. I realize these statements aren't the most readable, but as a user, I've done everything I could to provide the company with what they expect. If Boomerangbet is questioning the quality of the statements offered to customers through the Jeton Wallet, they should consider allowing deposits through them instead of causing problems for those who use it. As a Jeton customer, I have no control over the form in which the statement is provided to me. I've done everything I could. Thank you for your help, because this company doesn't cooperate with me at all, and the verification process takes forever. It's strange to me that they don't know what a Jeton statement looks like, but they do cooperate with this company.

Dear matematasos,

thank you for your swift response. However, the statement you have sent me, along with the previous ones, only shows a timeframe from 1st of September onwards, not August.

In case you are unable to provide a statement from August, or you only started using Jeton in September, please let me know.

My Jeton account is several years old. I dont know why I sent the history from that period; I must have chosen the wrong one. I sent the history for a much longer period. It includes the period you and the casino are asking about. The email was also sent to the casino.

Dear matematasos,

thank you for your response, I can confirm I have received your message. I will now turn the timer on the casino again.

Dear matematasos,

I would like to update the thread on the current state of events. Casino has informed me they have requested a transaction history of the payment method, which you have used to top-up your Jeton account in August 2025. Please provide this information to the casino and also to my email address [email protected]. This way we will be kept in the loop and will be able to assist you further if the need arises.

Dear matematasos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru

We’ve reopened this complaint at the request of matematasos. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

the player has supplied us both with the requested document, showing the mentioned Jeton transactions. Please review the document on your side and let us know whether the verification process can be concluded.

The casino informed me that verification was complete, but they asked for my bank details. I didn't use my bank account to deposit, so I requested a withdrawal via cryptocurrency and provided my wallet address. I'm waiting for the casino's response.

Dear matematasos,

thank you for keeping us updated.

Dear casino representative,

can you please specify whether the request for bank details is mandatory or a part of the verification process? Would you be willing to proceed by processing the withdrawal by cryptocurrency?

The payment method used for the withdrawal has been provided by the user as this is a manual transaction created. The Withdrawal has been paid yesterday successfully via DOGE.

Dear casino representative,

thank you very much for the update and your cooperation throughout this case.

Dear matematasos,

can you please confirm the status of the funds?