The player from Germany had been experiencing glitches with the Boomerang Casino website, including being repeatedly logged out. Recently, after a win of €409, the page had frozen and the winnings were never credited to the player's account. Despite the player's insistence that the win was legitimate, we explained that if the win was not recorded in the game history, it was likely a display error. We recommended the player to contact the game provider or the licensing authority for further investigation. As there was no evidence of the claimed win in the game history, we had to reject the complaint.
Boomerang Casino - Player's winnings were not credited.
Amount: €409
Boomerang Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello, where do I begin...
I used to enjoy playing at Boomerang Casino. However, for several days now, it's just been annoying and yesterday was the worst of it all...
For days, the website has been glitchy, or I have to log in again immediately after logging in. This is a continuous cycle. I don’t know how much money I've already deposited, but it's abnormal how quickly the balance depletes once I start a game. And yes, I understand it's gambling. But what happened yesterday/today... And no!!!! My internet connection is perfect, cookies are cleared, and I've even tried using a new browser. Yesterday, I was elated that I was finally getting lucky with my games. I played Lucky Pharaoh for quite a while. Unbelievably, I actually won €409 from the games. There was a pop-up message congratulating me on my winnings... €409... and just at that moment, the page and the game froze again and guess what... There's no sign of the €409 as it wasn't credited. I haven’t received the winnings till now. The support staff or automated response told me to take screenshots. As funny as that may seem, I couldn't take any screenshot of the uncredited winnings, neither could I do anything on the page as it was frozen. I HAD TO LOG IN AGAIN. I've tried everything possible, the win doesn’t reflect in my balance history and there's no record of the complete bet ID. All that remains is a silent 17-min period from 17:01 to 17:23. Yes, hooray, that was exactly the time frame. They wrote back to me saying they can’t assist me further as the bet ID is missing … yeah funny, I haven't accidentally swallowed it. I could only take a screenshot of the missing 20 minutes in the game's record. That was it. As if it were swept away. Are there any other potential solutions? I would like to receive the winnings I made. I've never won so much at once with Lucky Pharaoh. I didn’t even get a chance to quickly take a photo of it. The game abruptly froze and I constantly had to restart the page or the game. After that, it was game over, nothing worked anymore
Automatic translation:
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1 month ago
Dear jema86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
If this bet has not been recorded in your game history you most likely saw an incorrect result on your screen when you were playing, and there is not much we could do.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your reply and understanding.
Best regards,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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1 month ago
Dear jema86,
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 month ago
Translation
Then I'm constantly getting the wrong result.
The result was right!!!
And it has happened for the second time, only the winnings were just under 60 euros
Automatic translation:
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3 weeks ago
Thank you for your reply, jema86. I am sorry, but if this result has not been recorded in your game history you most likely saw an incorrect result on your screen when you were playing.
If there is no record of the described gameplay in your game history, I am afraid that we can't proceed with this complaint.
I can only recommend that you contact the game provider to see if they can perhaps have recorded a different game history. You can also contact the licensing authority, as both of these establishments have more options and tools to investigate and help in cases like this.
Lastly, if you experience these issues often, I would recommend that you consider playing in another casino. Perhaps you could check out our list of recommended casinos:
https://casinoguru-en.com/top-online-casinos
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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