Boomerang Casino - Player has been accused of opening multiple accounts.

Dieses Casino ist wirklich ereigne Betrug. Nach zwei erfolgreichen Auszahlungen habe ich etwas mehr Geld gewonnen und wollte dieses ebenfalls auszahlen. zwei Tage später bekam ich ohne Vorwarnung oder Rückfrage die Meldung, dass mein Konto geschlossen wurde. Auf Nachfrage erklärte man mir, dass ich einen Duplikat-Account erstellt hätte und somit gegen die Richtlinien verstoßen hätte. Das ist völliger Schwachsinn und ich wollte dem nachgehen. Auf Rückfrage bekam ich keine weiteren Informationen und man sagte mir, dass man hier leider nichts tun kann. Ich bat um Klarstellung und ein Gespräch, bei dem man den Sachverhalt vielleicht genauer erläutern könne und von meiner Seite aus klarstellen kann. Leider erhielt ich immer wieder die selbe Rückmeldung. Inzwischen habe ich einen Anwalt eingeschaltet und hoffe meine 7.000,00€ Gewinn zu erhalten.

Dear Sidney,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo Petronela,

ja, mein Mitbewohner hat bei diesem Casino auch einen Account. Ich habe dem Casino die Ausweise usw. zugeschickt, jedoch wollten die darüber nicht diskutieren.

Danke

I understand. It means that your account has never been verified in the past, correct? Were those two successful withdrawals processed without verifying your account?

Have you accumulated your winnings with or without an active bonus?

Ja, die beiden erfolgreichen Auszahlen wurden ohne Verifizierung meines Accounts durchgeführt.

ja, ich habe die Gewinne ohne aktiven Bonus gesammelt.

Sorry, Sidney, for asking again...it's just that the translation is not perfect. Have you accumulated your winnings with an active bonus? Was the account of your roommate successfully verified previously?

Hello Petronela,

no Problem mate!

1. I had no Bonus on my Account.
2. the account of my roommate was not successfully verified.

Thank you very much, Sidney, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Sidney,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Boomerang Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

das wäre super wenn man darüber reden könnte.

Vielen Dank im Voraus, wirklich ein super Service.

Good day,

Thank you for reaching out.

Please note that during the Security Department check the client’s account was recognized as a duplicate. We would like to refer to the following point of the Terms and Conditions of our website that the customer agreed to when creating an account:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void;

- any promotions that the Duplicate Account has participated in will be cancelled;

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it.

The two accounts in question are connected by the personal details and IP addresses. In addition to this, both accounts took advantage of the same bonus offers. Based on the above we were forced to close the account and void the winnings. The client’s last deposit has been already refunded. We hope the above clarifies our position.

Please feel free to contact us should you have any questions.

Sincerely,

Boomerang Casino

Thank you Boomerang Casino for the explanation. I would like to ask you to send relevant evidence to my email address (peter.m@casino.guru). All sensitive information can be blurred out.

Dear Sidney, dear Peter,

We are fully open to any discussions or explanations concerning the case.

We've provided all the evidence and a detailed explanation of the situation to Peter's email.

We will be waiting for your opinion on this case.

Thank you in advance for your cooperation!

Best regards,

Boomerang Casino Team

Dear Boomerang Casino Team,

Thank you for your reply and email, I sent you some additional questions.

Dear Sidney,

Is there anyone else from the same household playing in the casino?

Hallo Peter, ja es gibt noch einen aus meinem Haushalt, der sich später einen Account auf dem Casino erstellt hat und gespielt hat. Jedoch konnte ich weiterhin einzahlen. Dazu konnte ich auch noch ein Cashout in Höhe von 1000€ tätigen. Mich macht es persönlich sauer, dass ich weiterhin einzahlen konnte. Dazu wurden mir von meinen getätigten Einzahlungen nur 100€ zurückgezahlt. Hier würde ich erwarten mindestens 3000€ erstattet zu bekommen. Das wäre für mich ein fairer Deal. Man sieht leider auch an Trustpilot, dass es sich hier wirklich um ein Casino handelt, welches darauf aus ist, die Spieler abzuziehen.

We received the following email from the casino:

"Dear Peter,

We are glad to inform you that the client has provided all the necessary documents and successfully passed the verification.

Therefore, the account has been reopened, and the player's winnings in the amount of 6900.28 EUR were credited back to his balance.

We sent a confirmation in attachment to this letter.

We do hope this settles the case for both sides.

Regards,

Boomerang casino team"

Dear Sidney,

Can you confirm that you have access to your account and that your winnings were put back?

Hallo Peter,

erstmal vielen Dank für deinen super Support und deine Hilfe!!!

ich kann bestätigen, dass mein Konto wieder eröffnet wurde und ich wieder einen Zugriff habe.

Der Betrag von 6900€ ist auch noch auf meinem Account. Jedoch kann ich den Betrag derzeit nicht auszahlen. Als Meldung kommt:"Sie müssen den Einzahlungseinsatz von 1x erfüllen, bevor Sie eine Auszahlung vornehmen können". 

Hierzu habe ich dem Casino gestern geschrieben und warte derzeit auf die Antwort.

Hi all,

Thank you for your replies.

Dear Boomerang Casino Team,

Thank you for reconsidering your position. We appreciate your decision and taking a step towards fair gambling.

Dear Sidney,

The wagering requirement for the deposit is a very common rule present in most casinos across the industry to prevent money laundering. The amount of the deposit must be wagered once in order to make a withdrawal.

Dear Sidney,

Since your account was reopened with all your balance in it, I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter