Boomerang-Bet Casino - Player's deposited money not reflected in the account.

On May 10th, I made my first deposit of 35 euros, which was deducted from my bank account but was not credited on the casino's webpage. The money was held pending verification of the operation. As of now, the payment has been accepted but the money has not been added to my gaming account. The casino tells me that it's denied, even though I have evidence that the operation has been accepted and deducted from my bank. I demand that the 35 euros be credited to my gaming account or refunded to my bank. I also spoke with my bank, and they confirm that the payment was accepted.....

Dear Raul_r6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account, or returned to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

I understand everything they say. That's why I put the screenshots that the payment was accepted and the conversation with my bank. Ok, I'm waiting for new news about my case.

I fully understand your frustration, Raul_r6. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 20 days to allow the transaction one full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Ok I understand. I'll be waiting

Nothing new?

It meant that access to the casino is no longer possible from my country. So the money would have to be deposited into my bank account. Since I am not interested in playing in this casino.

Were you able to contact the casino via email support@boomerang-bet.com regarding the issue? With what result?

The problem is that boomerang casino doesn't give me solutions

Thank you very much, Raul_r6, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

OK thanks!!

Dear Raul_r6,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Boomerang-Bet Casino to join the conversation.

Dear Boomerang-Bet Casino,

Can you please provide more information on why is the player's deposit not reflected on their casino account? Furthermore, if your services are not available in Spain, could you please inform us about the timeline for returning the player's deposit of €35?

The day I accessed the boomerang website there were no problems logging in. Now it turns out that access is impossible from my country.

Dear Raul_r6,

In order for us to verify all the information, we kindly ask you to provide us with your bank statement from 11.05 till today to our email: support@boomerang-bet.com. Unfortunately, we are unable to contact you through your email address due to the fact that you have probably blocked our email or marked it as spam.

We are looking forward to your cooperation.

Kind regards,

Boomerang-Bet Casino Team

Perfect. But the bank statement from the day I made the deposit. Now I'm going

Dear Raul_r6,

Please make sure you send all this in PDF format to the casino team at support@boomerang-bet.com

I already sent 2 screenshots to boomerang

Dear all,

We hope you are doing well,

Our team requested a PDF statement from the player for the period from 05/11/2024 to the present day regarding this transaction to ensure that the funds were not indeed returned to his bank account. However, the player did not provide us with the requested information.

Therefore, we are currently awaiting feedback from the player in the hope that he will provide us with a statement for the period we requested.

We hope for your understanding and cooperation.

Best wishes,

Boomerang-Bet Casino Representive.

Hello, I just sent by email to boomerang my movements from May 10 to today, June 24.

Dear all,

We hope you are doing well,

We are writing to inform you that the player's deposit has been successfully returned. Dear Raul_r6, please confirm that the funds have been credited to your bank account.

We await your confirmation and appreciate your cooperation.

Best wishes,

Boomerang-Bet Casino Representative.

Everything was correct. I received the money. Thank you

Great news, Raul_r6. I'm glad to hear the issue has been clarified and that you successfully received your deposit back. 

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru