The player from Germany requested a withdrawal three weeks prior to submitting this complaint. The player was asked to provide the casino with new documents for additional verification. Although the additional verification took longer than usual, the player confirmed a successful withdrawal approximately 2 weeks after the casino was informed about the complaint. The complaint is resolved.
Boomerang Casino - Player’s withdrawal has been delayed.
Amount: €700
Boomerang Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear Sir or Madam, on May 26th, 2022, I submitted a withdrawal request of €700 to Boomerang Casino. This was canceled on June 2nd, 2022 and I submitted it again on June 2nd, 2022. No payment to date. Have contacted support and live chat several times either it says technical problems or I didn't get any answer at all. Kind regards Eleni T*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear male2017,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello Boomerang Casino has now requested a second account number for my verification, why? I have sent them all the details of my Visa card and according to my bank it shouldn't be a problem to transfer the money there. What a stalling tactic that is. Yours sincerely
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2 years ago
Thank you very much, male2017, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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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2 years ago
Hello, male2017,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Boomerang Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Boomerang Casino Team,
Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? Or what needs to be done on the player's side to successfully withdraw her winnings?
Thank you in advance for providing the information.
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
Dear Male2017, dear Branislav ,
Thank you for your feedback and for pointing it out.
We sincerely regret that such a situation has occurred and you have doubts about our casino. However, we would like to make one situation clear for everyone involved in this discussion.
We would like to inform you that, in accordance with our policy, we may, in our sole and absolute discretion, use such additional procedures and means as we deem appropriate to verify your Identity, Age, Residence and Other Circumstances (KYC) both before and afterwards to check deposits into your account or make withdrawals.
You can view our Terms and Conditions at the following link: https://boomerang-casino.com/en/rules (paragraph 5.1; 5.2).
Therefore, we may require additional documents or confirmations to further process other withdrawals, so we can always request additional information if necessary.
We would like to inform you that according to Clause 6.16 of our Terms and Conditions (https://boomerang-casino.com/en/rules) requests for withdrawal of funds are processed by the Finance Department within 3 (three). business days after, subject to all other conditions being met and verifications completed as described in the Conditions.
As verification has been completed and all necessary checks have been performed, we are pleased to report that your withdrawal was processed on 07/01. processed by our finance department. Please note that bank transfers can take up to 3-5 business days.
Please rest assured that we deal fairly and take serious responsibility for your funds. Keeping our customers happy and receiving their deserved profits is our top priority.
Kind regards,
Boomerang Casino Team
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2 years ago
Thank you very much, Boomerang Casino Team, for your reply and the information.
Dear male2017,
At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.
Please let us know as soon as you receive the payment.
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2 years ago
Translation
Got my money now but 5-6 weeks for verification is a bit too long
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2 years ago
Dear Male2017, dear Branislav ,
Thank you for your reply and confirmation that you have received the funds.
We completely understand your feelings in this situation.
However, we operate according to our Terms and Conditions, which are fully specified on our website (https://boomerang-casino.com/en/rules).
Sometimes there are exceptions and additional checks may take a little longer than usual.
In addition, we would like to say that our team always tries to make sure that your requests are processed as soon as possible.
Thank you for your understanding and we look forward to our further cooperation.
We wish you a nice day!
Best Regards,
Boomerang Casino Team
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2 years ago
Greetings all,
Although with a delay, it is good to see positive news. Thank you, male2017, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you too, Boomerang Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
