The player from Germany experienced a technical glitch. Since then she has not been able to play the game. The player purchased some free spins but the game would not work. The casino suggested some ways to try to fix it, but the player couldn't make any progress. The casino decided to return the player's funds to them, so the complaint was resolved.
Boomerang Casino - Player's not able to launch a game.
Amount: €40
Boomerang Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I made a deposit of 40 euros on 7.02 and didn't claim a bonus after the deposit I bought free spins at the Wild Marmelade slot for 40 euros, use 40 cents
The free spins would be bought after the purchase, the slot broke and since it hasn't opened, an error has been displayed to me for over 2 weeks
I've contacted support several times
Wrote email twice
I am put off by support and my emails are not answered
I want it finally resolved
The slot doesn't open and the money is gone
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1 year ago
Dear Tati2881,
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. Did the game stop working before or after you played with the free spins? Do I understand correctly that this is the only game that doesn't work?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello yes I bought the free spins, the slot crashed immediately and couldn't be opened at all and I couldn't play the free spins at all, the slot shows the error message all the time
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1 year ago
Translation
Yes, that's the only slot that doesn't open anymore, the other slots work normally, whenever I try to open the slot, the error comes up, I couldn't even play the free spins because they broke immediately after I bought them
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1 year ago
Thank you for your reply, Tati2881. Could you please forward me the game history starting from the moment you made the €40 deposit?
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1 year ago
Dear Tati2881,
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.
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1 year ago
Translation
Hello, I have already sent you the matter by email. Please check your email inbox, my email is tsha....1@gmail.com
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1 year ago
Thank you very much, Tati2881, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.
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1 year ago
Hello Tati2881,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Boomerang Casino to join the conversation and participate in the resolution of this complaint.
Dear Boomerang Casino,
Can you please provide any further insight into the game errors the player is experiencing?
Kind regards,
Adam
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1 year ago
Dear Tati2881,
There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask Boomerang Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
Dear Tati2881,
We are sorry you had faced such situation,
In order to investigate this case, we ask you to provide us on support@boomerang-casino.com with the following information:
-bet amount
-bet time
-balance before/after
-screenshots of the problem
Hope for your further cooperation!
Kind regards,
Boomerang Team
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1 year ago
Translation
Hello
Thank you for your reply, I have sent the matter to the email several times but never received an answer
Best regards
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1 year ago
Thank you for your response, Boomerang Casino.
Dear Tati2881,
Please let us know once the above information has been provided to the casino.
Kind regards,
Adam
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1 year ago
Translation
Hello
I emailed all the things that were required to the casino
Best regards
tati
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1 year ago
Thank you Tati2881,
Dear Boomerang Casino,
Please respond and clarify the situation regarding the game errors the player has experienced.
Kind regards,
Adam
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1 year ago
Dear Tati2881,
Thanks for your cooperation
We have sent you a letter with instructions that can fix your problem. Did the instructions help?
Waiting for your response.
Kind regards,
Boomerang Team
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1 year ago
Translation
Hello dear boomerang team
Thanks for your reply I have not received a letter or email to when or what address would it be sent to
Best regards
Tati2881
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1 year ago
Dear Tati2881
Another letter has been sent to tshahoviq1@gmail.com, we ask you to check properly, especially Spam folder.
Let us know when instructions be completed from your side.
Thanks for your understanding!
Kind regards
Boomerang Team
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1 year ago
Translation
Hello dear boomerang team
Just got the email
What is in the email I have already tried everything it still does not work multiple devices send cookies deleted multiple browsers tried the problem is still there
Best regards
Tati2881
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1 year ago
Dear Boomerang Casino,
Is there anything further the player can try to do to fix the issue?
Kind regards,
Adam
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1 year ago
Dear Tati2881,
Hope you are doing fine!
Since we can't resolve the game bonus crash from your side, we have credited your funds back to the balance.
Let us know if you need our further assistance.
Kind regards,
Boomerang Team
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1 year ago
Thank you for your response, Boomerang Casino.
Dear Tati2881,
Can you please respond and let us know if you now consider the matter resolved?
Kind regards,
Adam
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1 year ago
Translation
Hello
Yes, thank you for sorting it out so quickly
Just a shame that it could be clarified in this way
Before I got dressed up at casinoguru, I wrote to the Boomerang Casino at least 4 or 5 times, both in live chat and by email, and nothing worked
Best regards
Tati2881
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1 year ago
Dear Tati2881,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Adam
