The player from Germany had her account blocked without further explanation. After a closer examination, we ended up rejecting this complaint as there is sufficient evidence the player has breached the casino's terms and conditions.
Boomerang Casino - Player’s account has been blocked.
Amount: €1,700
Boomerang Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello tried to withdraw my money but to no avail, then tried to verify my account and as a result my account got banned saying I was cheating!!! Is it a scam by the casinos so they don't have to pay out the money they win??
I feel really betrayed....
I want to see proof that I cheated the casino!!!
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Here is the message from my manager!!
Hello E*****,
I am contacting you regarding the verification process. Unfortunately, you did not go through the verification procedure on our website and your account has been closed for violating the rules of the platform, namely paragraph 9.1.
In this case we are forced to write off your winnings and refund your last deposit. In order for us to be able to issue a refund, we need your bank details, namely:
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Can someone please help me??
Just want my money paid out, will not play at this casino anymore!!!
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Evi85,
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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
Meanwhile, I have checked the abovementioned paragraph 9.1. but it's too vague and doesn't explain the account closure.
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
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1 year ago
Translation
Hello, thank you for the answer.
I signed up at Boomerang around late December early January and played with no bonus, just played slots. My verification was not yet complete but 3 entries were already accepted.
Best regards
Elvira
Automatic translation:
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1 year ago
Thank you very much, Evi85, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
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1 year ago
Hello Evi85,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Boomerang Casino to join the conversation.
Dear Boomerang Casino,
Can you please provide more information regarding the player's blocked account? Please provide any relevant evidence to back up your decision to block the players account to me at michal.k@casino.guru
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1 year ago
Dear CasinoGuru Team,
We want to inform you, that we provided the evidence concerning our decision for account closure to your email.
Kindly ask you to check the provided information.
We will be waiting for updates.
Best Regards,
boomerang casino team
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1 year ago
Dear Evi85,
We have received strong evidence from Boomerang Casino that you have indeed breached the casino T&Cs as mentioned in paragraph 9.1. especially this part:
• using the Website for commercial purposes or in someone else's name or interest; • engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;
I can empathize with you, that the casino could inform you more clearly about your violations, but each player should read the casino T&Cs which practices are not allowed.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards
Michal
