The player from Germany deposited 200 Euro to Boomerang Casino, but it hasn't been credited to his account. The player had contacted the Complaints Team for assistance. The team had advised the player to contact his bank to investigate the transactions. The player had provided screenshots of the transactions from his bank, which showed that the funds had been deducted. The casino had confirmed that only one deposit was successful and suggested that the player contact his bank regarding the missing funds. The player had been unable to file a complaint with his bank due to the elapsed time. After further investigation, the Complaints Team found discrepancies in the transactions and asked the player for more information. The player has not provided further information to The Complaints Team, instead had requested to close the case. The Complaints Team rejected the complaint per the player's request.
Boomerang Casino - Player's deposit was not added to the player's account.
Amount: €400
Boomerang Casino
Safety Index:HighOther
REJECTED
Case summary
Ladies and Gentlemen
On 07/24/2023 I paid in twice an amount of 200 euros. One deposit was successful, the other 200 euros have not yet been credited to my player account. When I complained about this and sent the two debits to the boomerang casino employees, she wanted my complete bank statement for the month of June! I then asked why I should send my complete June bank statement, it said the finance department wanted it, and I didn't agree. It said if you don't send it to us then you can't process it! I kept asking why all of June?!? But my questions kept bouncing off a wall. What should I do about the 200 euros that have not been credited to me?!?
Still for info; I'm a player from Germany, but I can't change it in the bar at the top!
Best regards
Özer *****
Dear oezer55,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
Please note casinos ask for bank statements in these situations to verify if the transaction for the deposit is recorded there and if the transaction isn't recorded also as returned.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Thank you for the information! I would like to contact the bank, but I don't know which one to contact?!? I asked boomerang casino to give me the possibility to contact the respective bank, but I don't have any. Get info.Should I ask about my bank?
Best regards
Dear oezer55,
If your deposit wasn't credited so far, kindly contact your bank for information about the transaction, as it might bounce back to your bank account.
I will set the timer for an additional 21 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
This is the response from boomerang casino:
All screenshots you provide show completed deposits.
Let's make some casino magic happen,
amelia
VIP Department Boomerang Casino
In the meantime it has become 400 euros that have been deducted from me and have not been credited!
And then, at my request, this came up;
If so, provide a screenshot of the failed deposits.
Let's make some casino magic happen,
amelia
VIP Department Boomerang Casino
Same play again... I'm talking to a wall!
Thanks for the update.
Could you please advise if you provided the casino with the same screenshots from your bank application as you submitted to us?
Could you please send a screenshot of your transaction history in the casino from the time period of the 2 failed deposits?
Please post the information here or send it to my email at tomas@casino.guru
Hello,
Sent it to her email!
Kind regards
I can see you submitted the screenshots to us.
Do I understand correctly the 200+200€ still haven't been credited to your casino account?
Please let me know.
That's exactly how it is 200 plus 200 I still have a total of 400 euros in my player account and nothing in my checking account! The money vanished into thin air
Kind regards
Özer ****
Thank you very much, oezer55, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello oezer55,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." As my colleague Tomas already mentioned both the casino and payment provider need to investigate the issue but bear in mind that it’s a complicated process that might take
I will contact the casino if they can 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 on why the deposit was still not credited to the player's casino account?
Dear Casino Guru team,
Thanks for inviting us to the conversation. As we can see, 2023\07\24 the player made five deposit attempts in the amount of 200 EUR. After forwarding the issue to the payment provider, we got an update that only one deposit was complete.
Please let us know if any more information is required.
Kind regards,
Boomerang Casino team
Yes?! And what am I supposed to do with that statement? As mentioned, two times 200 euros have been booked from my checking account! Nothing on the player account and nothing credited back to my checking account!!! Fact is 400 € missing in total! I can send you my complete July bank statement again if you wish.
Dear Serjj,
Thanks for provided screenshots. We understand that you recently encountered an issue with your deposit attempts.
As we have mentioned before, only one deposit made on July 24th was successful, four others, including the deposit represented on the screenshot with ID 256508685, were declined by the payment provider.
During 2023\07\31 you have made three deposit attempts, only one of them was successful.
Kind regards,
Boomerang Casino team
In the upper 4 screenshots from July 24th and July 31st, 200 euros have been booked and also credited to my player account and the other 200 euros have been debited again but not credited to my player account! I also ask the Guru Team, what am I describing wrong here? Do you understand the problem I am trying to describe?!?
Dear oezer55,
I understand the issue and what are you asking about, however, please bear in mind that the casino team is unable to completely respond to your inquiry because they do not always get specific information on the source of payment transaction problems.
Dear Boomerang Casino team,
Could you kindly review the unsuccessful deposits with your payment provider to determine the reasons behind them? Additionally, can you provide guidance to the player on who to contact regarding the deposit that wasn't credited?
Dear Serjj,
Thanks for provided screenshots. We got an answer from the payment provider regarding the highlighted transactions:
REF BSF23511841 — complete
REF BSF23938280 — complete
REF 1091908172 — declined
REF 1090613407 — not existing
Please, do not hesitate to contact your bank in case of missing funds.
Kind regards,
Boomerang Casino team
Dear oezer55,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear oezer55,
Were you able to trace the payments with your bank? Can we consider your complaint to be resolved?
You can close the case as unsolved! My bank can no longer accept it for the purposes of a complaint because 14 days have passed since then.
Thanks anyway for your help
Dear Casino Guru representative,
We ask you to mark this case as resolved, as we provided all proof that only two deposits were accepted on our side.
Kind Regards,
Boomerang Casino team
Dear oezer55,
I understand your dissatisfaction with the outcome so far. I have double-checked all the disputed transactions and I've noticed there are small differences.
This transaction was successful
Paysafe Payment Solution Li TR4913357715 by Skrill REF BSF23511 841 DATUM 24.07.2023, 00.30 UHR
And this was the missing/unsuccessful transaction
Paysafe Payment Solutions TR4912119812 by Skrill REF 10906134 07 DATUM 23.07.2023, 02.24 UHR
Then from 31.07.2023 the successful transaction
Paysafe Payment Solution Li TR4925603037 by Skrill REF BSF23938 280 DATUM 31.07.2023, 02.16 UHR
And the missing/unsuccessful transaction
Paysafe Payment Solutions TR4925531612 by Skrill REF 10919081 72 DATUM 31.07.2023, 01.32 UHR
Although it appears, at first sight, that the transaction is the same to the same payment provider and receiving company, the company name, there are these differences.
The company name is without the "Li" and the Skrill REF number is without the BSF, so it looks like this was sent to a different casino or a different receiver.
Please send me the statement from the last payment method used. It looks like the payment has been sent to your Skrill wallet first and then processed from there towards the casino.
Have you made deposits to other casinos than Boomerang at the same time?
Dear oezer55,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Please close the case
Thanks!
Best regards
Özer Aydin
Although it seems as though the issue has been resolved, we’ve rejected this complaint as per the player’s explicit request.
Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Best regards,
Michal
Casino.Guru
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