The player from Sweden had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received at that time. After she submitted a complaint, she confirmed that her KYC verification had been approved and the casino had informed her that the withdrawal was approved as well. However, the transaction was listed as frozen in her account. The casino later informed her that her account had been closed, but then clarified it had been a mistake. The casino acknowledged having experienced technical issues with the payment provider, and suggested the player change her withdrawal method or wait longer. Eventually, the casino managed to manually process the transaction to the player's bank account. The player confirmed she had received her winnings and the complaint was marked as 'resolved' by the Complaints Team.
Boomerang.Bet Casino - Player’s winnings haven’t been received yet.
Amount: €240
Boomerang.Bet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello Casino Guru
Can you help me resolve my issue with Boomerang.Bet?
I requested a withdrawal of my 240 eur from them but have not received my money yet. We are emailing back and forth. They keep attributing the delay to technical issues in every email I receive from them regarding my withdrawal. They simply aren't completing the payout.
Dear lola12,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you Kristina
I have approved KYC verification and my account with them has been verified everything went through.
As well as them wrote in the first email on October 31, 2023 that the withdrawal has been approved but I still haven't received my money from Boomerang.Bet.
Thank you for your reply and wait as long as needed.
etc. Ina
Today, November 8, 2023 Boomerang. Bet has returned my money of 240 eur to my gaming account with them.
I retried the withdrawal to my MasterCard again.
But they will inform me via email how my withdrawal is going. Although when I did that the transaction was successful. But with them the transaction is listed as frozen, they have written to me in an email that this means that they have not yet processed my withdrawal request. They will get back to me via email if they need any information from me. This applies to the same withdrawal request already for the 2nd time.
They have written to me on November 10, 2023 that it made a successful withdrawal.
But still no money in my bank account.
As well as Boomerang.Bet removed all transactions in terms of withdrawals
request from my game account they explain that there was a successful withdrawal.
But I haven't received my 240 eur in my bank account yet.
Thank you for your reply, lola12. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? IS it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Hi Kristina
I have always received successful withdrawals from other casinos but I have not received my money from Boomerang.Bet.
Waiting already for the second time for the same withdrawal of 240 Eur but not yet received any money in the bank account.
Although they write for the second time that the withdrawal is successful but I have not received any money in my bank account.
Transaction history is deleted from my game account.
But I still have pictures taken before it disappeared.
Sincerely
Thank you very much, lola12, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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.
Hello, lola12!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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 wonder if they at Boomerang.Bet casino will ever pay out my money to my bank account. I have not received anything from them yet.
Boomerang.Bet informed me via e-mail that they have closed my casino account with them without paying out my 240eur. It feels shady and very strange.
Now wrote that they sent the wrong message to the wrong person.
As well as them asking me for my bank statement from my bank for 10/11/2023 to today 01/12/2023. I have of course attached it in response to their email.
We have decided to set a timer to one more week as it seems like we are establishing contact with the casino.
Dear Pavel and Ina,
We apologize for the delay, and thank you for extending your response time, we appreciate it.
We have checked this case in detail and can confirm that we have indeed experienced technical issues on the payment provider's side, the withdrawal request has been approved by our casino once again, but the funds are not being credited to the player's bank account, in turn, we have contacted the payment provider and are actively working to resolve the issue, we cannot say the exact time when the problem will be resolved, but we can offer the player to create a withdrawal request and choose another withdrawal method, or wait a little longer. We will also add a bonus to the Ina account as an apology for the delay.
Furthermore, we hope for your understanding and patience, and if you have any other questions, we will be happy to answer them.
Best regards,
BoomerangBet Casino Team
Is it possible for Boomerang.Bet to make a regular bank transfer to my bank account. If I provide bank account information that is linked to the same card I made a deposit with. Unfortunately, I don't have a crypto currency account.
My withdrawal has been canceled due to technical reasons from Boomerang.Bet I had to make another withdrawal attempt.
Hope you don't have to wait another month for it.
So no success with withdrawals at the moment.
Hope it works now on the third try so I can finally get my money.
But after 3 attempts I still haven't received anything from the casino.
You have to wait and see what happens.
Dear inaolsena,
We are very sorry that your withdrawal is taking so long.
We see that you have created a new withdrawal request, now using a VISA card, usually the processing time for a withdrawal using this method takes 1-7 business days, if after 7 days the funds do not arrive to your account, please contact our support team and provide with the bank details, we will perform the transaction manually.
Likewise, we apologize once again for the delay, we would also like to inform you that a no deposit bonus has been added to your account as an apology, we hope for your understanding and cooperation.
If you have any questions, we will be happy to answer them.
Sincerely,
BoomerangBet Casino Team.
Dear inaolsena,
We hope you are doing well.
We have received a response from the payment provider, the problem is that your bank is canceling this transaction, so we advise you to contact your bank to resolve it. Also, in order to speed up the withdrawal process, we have emailed you asking for your bank details in order to complete the transaction manually.
We hope for your understanding and cooperation. If you have any further questions, we will be happy to assist you.
Sincerely,
BoomerangBet Casino Team.
Now I have provided Boomerang.Bet with my bank details so they can withdraw to my bank account manually. So I really hope it will work this time. I will get back to you with further updates.
I finally got my money. Thanks to all Casino Guru team which helped me.
Best wishes to you all!
Dear lola12,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
