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Confiscation of Winnings After Successful Verification

Hello Casino Guru Team,

I would like to file a complaint against Booming Slots Casino regarding the confiscation of my winnings and the refusal to process my withdrawal despite my full cooperation with their verification procedures.

My account details:

Account Name: A. A.

Gaming Account ID: [hidden by Casino Guru]

Timeline of events:

On 25 May 2026, I registered and deposited €20 into my Booming Slots account through the payment method accepted by the casino. The deposit was successfully approved and credited to my account.

I played normally according to the casino rules and requirements. After playing, my balance increased and I requested a withdrawal of €100.

Following my withdrawal request, the casino requested identity verification documents (KYC). I fully cooperated and submitted all documents requested by the operator.

During the verification process I uploaded:

Identity documents

Proof of address

Payment verification documents

Some documents were initially rejected, and each time I immediately provided alternative documents as requested.

Eventually, the casino support team confirmed through their live chat that my account had been successfully verified. One support agent specifically informed me that the KYC department had approved my verification and that my account was successfully verified.

After receiving this confirmation, my withdrawal remained pending.

Later, without any clear explanation, the casino confiscated my balance and winnings. The funds disappeared from my account and my withdrawal was not processed.

I contacted support multiple times requesting clarification. However, I never received a detailed explanation identifying which document was allegedly invalid or which specific rule I had violated.

The casino's actions appear contradictory because:

They confirmed that my account verification was successful.

They accepted my payment method and deposits.

They allowed me to play normally.

They processed my verification review.

After all of this, they confiscated my winnings instead of paying my withdrawal.

I believe this treatment is unfair and unreasonable.

I acted in good faith throughout the entire process, provided all requested documents, responded quickly to every request, and followed all instructions given by the casino.

I respectfully request that Casino Guru investigate this matter and ask Booming Slots Casino to:

Provide a complete explanation for the confiscation of my winnings.

Present evidence supporting their decision.

Restore my confiscated balance.

Process my €100 withdrawal.

I am prepared to provide screenshots of:

My deposits.

My withdrawal request.

My account verification history.

Chat conversations with support agents confirming successful verification.

My account balance before the confiscation.

Thank you for your time and assistance.

Kind regards,

M. A. A.

Gaming Account ID: [hidden by Casino Guru]

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the most recent documents that you sent to the casino for the KYC verification? My email address is veronika.f@casino.guru.

Am I correct in understanding that you deposited only via crypto? Which currency or wallet did you use?

What types of games did you play at this casino to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika

Thank you for your reply and for looking into my case.

I will forward to your email the emails that I submitted to BoomingSlots during the verification process attached with all documents

To answer your questions:

I did not deposit using cryptocurrency All my deposits were made by Visa card only

I made two deposits:

First deposit: €20 Second deposit: €30

After my first €20 deposit I played and won using both my deposit and the casino bonus When I requested a withdrawal, I contacted the casino support through live chat because my withdrawal was being held.

The support agent informed me that I could not withdraw more than 250 times my deposit amount. Since my withdrawal request was €100 they advised that it exceeded the allowed limit based on my initial €20 deposit. For this reason I made an additional €30 deposit and continued playing in order to comply with their requirements and be able to withdraw my winnings

After that, BoomingSlots requested KYC verification I submitted:

My ID card

My bank card

A utility bill as proof of address

These documents were approved on the casino website and marked as verified. In addition, the casino support team confirmed via live chat that my account had successfully passed KYC verification.

Several days later, after I submitted my new withdrawal request for €100, I received another KYC request by email asking for additional verification documents. I will also forward that email to you.

Yesterday, I received an email informing me that my account had been closed and that they intended to refund only my deposits instead of paying my winnings !!

All transactions were made in EUR.

All of my winnings were obtained through gameplay within BoomingSlots. The game that generated the winnings was (Texas Hold'em Poker). I have screenshots and evidence from inside the casino showing my gameplay, winnings, withdrawal requests, verification approvals, and communications with support.

I would also like to mention that I have been in contact with BoomingSlots support since 02/05/2026. For more than one month, they continuously delayed and postponed the processing of my withdrawal requests while repeatedly requesting additional information and verification steps.

I will forward all relevant emails including my communications with BoomingSlots support.

Thank you for your assistance. I truly appreciate your help in resolving this matter.

Kind regards,

Mohannad

Dear AliMohannad36,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Booming Slots Casino representative to join this conversation.

Dear Booming Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Thank you very much for your assistance, your professionalism, and the time that the Casino Guru team has dedicated to my case.

I truly appreciate your efforts and the transparency you have shown throughout this process.

I understand that the case has now been transferred to Barbora, and I am grateful for your continued support.

I would also like to clarify that I remain fully committed to pursuing this matter until it is resolved fairly.

My expectation is simple

the casino should pay my full legitimate balance, including both my deposits and all winnings earned in accordance with their terms and conditions and also with my effort and time play fairly!

If the casino fails to resolve this matter within the timeframe provided, I am prepared to escalate the case further through the appropriate authorities and consumer protection bodies in my country France

I have maintained complete records of all communications, account activity, verification submissions, verifed confirmation and withdrawal requests.

Thank you again for your help and for giving this complaint the attention it deserves. I look forward to hearing from Barbora and hope this matter can be resolved amicably.

Kind regards,

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.

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 its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora

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