The player from Austria had verified his account and wanted to withdraw his balance of 2500 Euros, but he encountered a pop-up prompting him to continue the KYC process despite having completed it. Additionally, he faced issues accessing his account due to a forgotten password and claimed that the managers could not find his account linked to his email. The issues with the pop-up and email access were resolved, allowing him to proceed with withdrawals. However, the player expressed frustration over withdrawal limits and the length of the process, ultimately leading to the complaint being rejected as he had played through his funds.
Boomerang.Bet Casino - Player is experiencing withdrawal issues.
Amount: €23,000
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
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1 month ago
Translation
I am registered at the casino and deposited 1050 Euros. Now, I have a balance of 2500 Euros that I want to withdraw.
I have verified my account, and it was confirmed.
However, whenever I try to withdraw my balance, a pop-up window prevents me and prompts me to continue with the KYC process, even though the verification process is already completed.
The VIP manager suggested I clear cookies, use a different device, etc.
Unfortunately, I can't change my password because I don't receive the recovery link, and I don't remember the old password.
The managers say that my account associated with the email address cannot be found anymore.
This is all very strange.
You can deposit money in 10 seconds, but when it comes to withdrawing, you have to spend 24 hours without success.
Automatic translation:
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1 month ago
Dear Porzellanpaul,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Do I understand correctly that you are unable to log into your casino account?
Have you made sure that you entered the correct email address when communicating with customer support regarding your lost password?
Do you have any evidence showing that you have an account in Boomerang.Bet Casino?
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
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1 month ago
Translation
Good day
The pop-up window has now disappeared and I have reached the withdrawal process.
The email address is also OK now.
I'm just waiting to see if the money arrives in my account.
By credit card it should normally be quick.
The VIP manager couldn't tell me what the problem was.
Automatic translation:
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1 month ago
Thank you for your response. I am glad to hear that the problem with the pop-up was resolved. Could you please specify what the current status of your withdrawal request is?
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1 month ago
Translation
I was able to withdraw twice with a credit card, but now I can only withdraw 500 because I apparently have a limit of 2500 per week.
My balance is still 3000 euros.
Automatic translation:
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1 month ago
I have checked the Payment Policy of Boomerang.Bet Casino and this is what I found:
8.The maximum withdrawal amount is capped at:
- 1,000 EUR or its equivalent in other currencies per day,
- 2,500 EUR or its equivalent in other currencies per week and
- 15,000 EUR or its equivalent in other currencies per month.
reserves the right to carry out additional KYC verification procedure for any withdrawals.
It appears that the casino is paying you within their specified limits. Have you submitted any additional withdrawal requests since last week?
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1 month ago
Translation
Hello! Yes I have.
I now have a balance of 23,000 euros. It's a bit of a hassle because it takes three days for each withdrawal. You can only request the next 1,000 euros once the withdrawal has been approved, and once the 2,500 euros have gone through you have to wait another week before you can request more money. So in my opinion it's not possible with 15,000 euros a month.
Automatic translation:
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1 month ago
Thank you very much, Porzellanpaul, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Hello there,
Thank you Porzellanpaul for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Boomerang.Bet Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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1 month ago
Translation
The Casini has succeeded with its tactics.
I'm now at zero. They asked me to close the case with a bonus of 50 euros, worth thousands of euros.
It's a lesson for me: I won't play online anymore.
The tactics of the casinos are becoming more and more brazen.
You can deposit thousands of euros in seconds but when it comes to withdrawals almost no online casino fulfills its obligations!!!!!!
Automatic translation:
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1 month ago
Dear Porzellanpaul,
Firstly, we are very glad that your activity was successful, but we are sorry that you left a negative experience. Most likely, this is due to false expectations from playing in an online casino.
Our team has done everything possible to help you be sure that your funds are safe and will be sent to you asap. It is worth noting that your account required additional verification on our part, so the withdrawal took a little longer. We share your opinion about the withdrawal process, but we work according to the rules you accepted during registration. We offer limits that will deter you from playing and placing bets and preserve your balance while the created withdrawal requests are processed by our specialists on a first-come, first-served basis.
However, we would be happy if you decide to come back to us again, our team will do everything possible to ensure that you have the best experience.
Kind regards,
Boomerang.bet Team
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1 month ago
Thank you to the both parties for the update.
Dear Porzellanpaul, I'm sorry to hear about the experience. Unfortunately, if you played through your funds we won't be able to assist you further in this case. If you have trouble with patience I recommend checking out our peer-reviewed guide on How to Gamble Safely to prevent situations like these in the future.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
