The player from North Rhine-Westphalia had 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 were non-sticky and players should use their real money first. The Complaints Team concluded that canceling the bonus invalidated all associated winnings, as per the casino's terms and conditions. Therefore, the complaint was rejected, and the player was informed that the casino's definitions and policies had been upheld.
Boomerang-Bet.io Casino - Player's bonus cancellation caused confusion with funds.
Amount: €850
Boomerang-Bet.io Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
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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.
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1 month 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 month 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.
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1 month ago
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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...
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1 month ago
Dear asgard18, were the bonus wagering requirements fulfilled at the time you canceled the bonus?
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1 month ago
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Sorry, but am I talking to a brick wall?! With a non-sticky bonus you don't have to wager the bonus if you win with real money. I have the feeling that they are only working half-heartedly here. The problem has been explained several times now. The situation is clear. Why is it being delayed like this? And why is the casino not commenting on it?
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1 month ago
Dear asgard18, as stated by the casino in the emails you provided, canceling a bonus renders all associated conditions and winnings invalid.
Your experiences with other casinos regarding non-sticky bonuses do not apply here; the casino clearly defines the meaning of a non-sticky bonus and the consequences of cancellation in its terms and conditions.
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1 month ago
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Then the bonus terms and conditions are clearly worded incorrectly. That's what I followed. A non-sticky is not a non-sticky if real money and bonus money are not separated. This is obviously misleading. What would a sticky bonus be at Boomerang then? That has nothing to do with other casinos. You can't write non-sticky in the bonus terms and conditions and then treat the bonus as sticky.
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