The player from North Rhine-Westphalia deposited 100€ with a 200% bonus at Boomerang Casino and reached a balance of 1150€. However, after canceling the bonus, their balance dropped to only 100€, despite the casino's terms stating that bonuses are non-sticky and players should use their real money first.
Boomerang-Bet.io Casino - Player's bonus cancellation caused confusion with funds.
Amount: €850
Boomerang-Bet.io Casino
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Case opened
Current status
Waiting for Casino Guru to reply
2d 4h 54m 2s
Case summary
5 days ago
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Public
1 week ago
Translation
I deposited 100€ with a 200% bonus at Boomerang Casino. After a few spins, I quickly reached 1150€. Since I was still playing with real money and, according to the terms and conditions and the chat support, the bonus is "non-sticky", I decided to cancel the bonus. But instead of having 950€ left, only 100€ remained in my balance, which was just the deposit. When I inquired via email, they told me that the bonus money was used first. However, this is not the case at any casino, including Boomerang. Here is an excerpt from their terms and conditions:
All bonuses are non-sticky. This means that you can request your withdrawal only after the wagering requirements are fully met. Moreover, you start playing with real money first, then bonus money, and once the bonus money is lost, the bonus is also lost.
Automatic translation:
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1 week ago
Dear asgard18,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from the 1st Sport Welcome Bonus 200% up to 3000€? I have checked the bonus policy, and this is what I found:
"A player may cancel an active bonus at any time from the Profile section or by contacting our Support team. By canceling the bonus, the whole amount in the Casino Bonus balance will be voided."
"All the bonuses are non-sticky. It means, you cannot request your withdrawal until wagering requirements are fully fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."
When bonuses are non-sticky, it means that after you meet the bonus wagering requirements and withdraw your winnings, the bonus amount that was credited to your deposit won't be deducted from the winnings. This has nothing to do with canceling a bonus.
Could you please share your communication with the casino regarding the canceled bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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1 week ago
Translation
I sent a screenshot of a casino email by email. It was a 200% casino bonus from a streamer who also advertised the bonus as non-sticky. After reading the terms and conditions, it says:
"All bonuses are non-sticky. This means that you cannot request your withdrawal until the wagering requirements are fully met. Also, you start playing for real money first, then bonus money, and once the bonus money is lost, the bonus is lost too"
That means it's a non-sticky bonus and I'm only playing with real money. The winnings from it can be paid out, as is usual with a non-sticky bonus. What would be the point otherwise? Then it would be a sticky bonus and would have to be labeled as such.
Automatic translation:
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5 days ago
Translation
Hello, of course I canceled the bonus myself. How else is it supposed to work? Since the real money is separate from the bonus (non-sticky), only €200 (200% bonus) should have been deducted from me. As I said, the winnings were made with real money. How else am I supposed to get the real money if I don't cancel the bonus? I've done that several times in other casinos without any problems...
Automatic translation:
Casino Guru is examining the case
Dominika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
