The player from Germany faces account deactivation after a minor discrepancy in his profile information was corrected. Despite a significant balance of approximately 1,500 EUR, the casino closed his account and claimed that his deposits were returned and balance written off, but he has not received his funds. As the casino didn't react to the complaint, we ended up closing it as unresolved.
Boomerang-Bet.io Casino - Player's account was closed with no access to winnings.
Black points: 213
Amount: €1,500
Boomerang-Bet.io Casino
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7.5
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 months ago
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4 months ago
Translation
Hello, I registered with the casino on August 10th and deposited Bitcoins worth EUR 397.64. I received the first deposit bonus and successfully completed the wagering requirements. As a result, I had about EUR 1500 in my casino account. On August 11th, I uploaded my documents for verification. The copy of my ID was rejected with the note: Information on the document differs from the information in the profile. My verification showed that the month of birth in my profile was incorrect (07 instead of 02). I then contacted support and VIP support informed me that they had corrected the correct date of birth. On August 12th, I found out that my account had been deactivated. Contact with VIP support revealed that my account had been closed by decision of the administration and that they would take care of the funds in the account. Today I asked again and again received no information as to why my account had been deactivated. I was told that my deposits were "returned" and my balance "written off". But I didn't get any money back. Please help me to withdraw my winnings. Regards Christian H***
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear Torkon2000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you receive any confirmation from the casino regarding successful verification before your account was closed?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
Hello Kristina,
Thanks for your answer.
I only played slots with the deposit and bonus money, mainly slots from Big Bass .. and Netent slots like Starburst etc.
I did not receive a verification confirmation. Very soon after uploading my ID copy, I received an email saying that the document had been rejected because it did not match the information in my profile and that I should contact support. This is what I did.
Unfortunately, I cannot prove that I entered the correct date of birth. A typo is always possible, but typing a "7" instead of a "2" is actually unlikely. Best wishes, Christian
Automatic translation:
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4 months ago
Thank you for your reply, Torkon2000. Could you please confirm that the rest of your personal information was correct?
Did you receive any explanation regarding the blocked account? Or was your account closed because your data wasn't correct?
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4 months ago
Translation
Hello,
Yes, the rest of my personal information is correct.
There was no explanation for the account being blocked or deactivated. Only the statement that the administration had deactivated my account.
In the meantime, I was asked to provide my bank details. I gave these to support and the 398 EUR I had paid in was refunded to me. My winnings (approx. 1100 EUR) were not paid out.
Automatic translation:
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4 months ago
Thank you very much, Torkon2000, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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4 months ago
Hi Torkon2000,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Boomerang-Bet.io Casino to the conversation to participate in the resolution of this complaint.
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3 months ago
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.
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3 months ago
Dear Torkon2000,
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. 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 might 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. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.
Best regards,
Peter
