The player from Germany had her withdrawal withheld due to a third-party deposit. After a closer examination, we ended up rejecting this complaint as unjustified.
Boomerang Casino - Player’s withdrawal has been cancelled.
Amount: €600
Boomerang Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I've been playing at this casino for about a month, so far my experience has actually been quite positive. Up to the time when I requested the first payout (500€). I was asked to upload my documents for verification, which I did. The next day my account was closed and I couldn't log in anymore.
I only found out the reason when I asked support: In the terms and conditions it is written that I paid money from an account that is not registered in my name. That's also true, I used a family member's credit card because the deposit from my card failed multiple times. Since I violated the terms and conditions, all of my winnings and deposits will now be withheld. That means several hundred euros that I paid in over the month are simply retained with reference to a small clause in the terms and conditions.
I have the feeling that this rule in the terms and conditions only exists to be able to deduct customers. The support does not respond to my questions, I received the reason (a copy of the terms and conditions) once and then only repeated the one-liner:
The decision is final.
I feel cheated by this casino. In my opinion, that's theft. I don't get my deposits back, not even partially.
I would appreciate any support in this case.
Automatic translation:
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1 year ago
Dear Ashley2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Dear Ashley2,
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
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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