The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Simply, winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Boomerang Casino - Player’s withdrawal has been delayed.
Amount: €4,500
Boomerang Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good day
I have 2 withdrawal requests running (2500 euros and 2000 euros)
Posted on Sunday evening, it's less than 3 days I know.
Unfortunately, the support doesn't answer me even though I sent him an email twice with my documents and I'm doing verification so that no more time is wasted
No answer so far
The chat tells me that a payout can take 3 working days and that there may be technical problems at the moment
I'll wait until tomorrow evening and then I'll get back to you
Sent enough documents for verification (identity card, employer statement for residence verification and then screenshot of my bank where a deposit at the casino is documented with my name etc)
Should normally be enough
I'll report back as soon as I know more
Automatic translation:
Public
Public
2 years ago
Dear Bini4you88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Thanks in advance
I have just received at least one email that my documents have been forwarded to the appropriate department and will be checked
Now wait a few more days
Because they say a withdrawal takes 3 business days to be processed
Tomorrow is the third working day
I'll get back to you as soon as there's something new
Automatic translation:
Public
Public
2 years ago
Translation
So now there are 3 payouts totaling 5500 euros
Automatic translation:
Public
Public
2 years ago
Thank you very much for the update, Bini4you88. It might take a few working days to complete the verification process. So let's wait for a few more days. I will keep this complaint opened, and if there is no development, we will intervene. Please, let us know if there is anything new in the meantime.
Public
Public
2 years ago
Translation
Hello, today I received an email that my account was successfully verified
So nothing stands in the way of the payouts
Unfortunately, I haven't heard anything further regarding my payouts
Automatic translation:
Public
Public
2 years ago
Translation
3 working days have passed and as far as my payments are concerned, I am put off with alleged technical problems
Automatic translation:
Public
Public
2 years ago
Translation
Now there are now payments worth 7000 euros and the first payment from 19.6, which I still haven't heard anything about
Automatic translation:
Public
Public
2 years ago
Translation
Supposedly wrong bank data are now stored or wrong bank name which absolutely cannot be
The name, the Bic and the Iban are all stored correctly
I'm slowly getting enough of the page
3 working days are in the terms and conditions, today is the 5th working day and still nothing
Automatic translation:
Public
Public
2 years ago
Translation
It's only about winnings of 5500 euros
I want if nothing final comes today that they tune in and I get my winnings.
After that I will close my account on the site
I don't do that anymore
Automatic translation:
Public
Public
2 years ago
Translation
And now it's supposedly technical problems again, which they put me off with
Automatic translation:
Sensitive attachment
Sensitive attachment
2 years ago
Translation
This is what the withdrawal page looks like and all the data is correct
Automatic translation:
Public
Public
2 years ago
Translation
Now there are no longer any technical problems but technical delays due to the high number of requests for payments
The weekend is coming and it's been 5 working days, I never canceled the first payment from June 19th, so it was permanent and I'm always put off
Automatic translation:
Public
Public
2 years ago
Please note that we always give the casino two full weeks to process each payment. If you don't receive your winnings by the end of this time frame, we will contact the casino and ask for their standpoint. Until then, please keep us updated and let us know if there is anything new in the meantime. Thank you in advance for your patience.
Public
Public
2 years ago
Translation
Hello, unfortunately I canceled the payment described above
But since June 27th I've been waiting for my payout of 3000 euros and I'm always put off with technical problems
Automatic translation:
Public
Public
2 years ago
Dear Bini4you88 , dear Sabrina ,
Thank you for your feedback.
We sincerely regret that you have a negative opinion about our casino and service.
However, we want to draw your attention to our rules , in accordance with clause 6.16 of our Terms and Conditions (https://boomerang-casino.com/en/rules), requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.
According to our policy https://boomerang-casino.com/en/rules ( paragraph 6.17 )
The company may delay processing of your withdrawal requests to the perform checks of your identity ,account balance , source of funds and of your compliance with the Terms and Conditions.
In addition, according to the rule (https://boomerang-casino.com/en/rules 6.15)
Time of transactions may differ depending on the withdrawal method, your account level or other relevant factors.
Furthermore, we would like to note, that you have chosen a bank transfer to withdraw your funds and this payment method usually takes longer to process than others.
We want to assure you that our team takes requests seriously and always tries to make sure that the customer remains satisfied.
We hope for our cooperation.
Please, remember that you can always contact us via email and send information to: support@boomerang-casino.com
Best Regards,
Boomerang Casino Team
Public
Public
2 years ago
Translation
Ah great answer
Bank transfer takes longer to reach my account, but that has nothing to do with the processing time
In addition, my account is fully verified so that nothing stands in the way of a payout
The only consolation are supposedly technical problems
Automatic translation:
Public
Public
2 years ago
Translation
It says within 3 days we will process the payment and when the money is in my account depends on my bank.
But my withdrawal is not even confirmed final processed
So as always just a consolation
I'm starting to lose my understanding
Automatic translation:
Public
Public
2 years ago
Translation
And one more thing they write that you can write an email to their support...
I did 4 days ago and still got no answer
Automatic translation:
Public
Public
2 years ago
Translation
So payout was finally processed and money is already on it
Many thanks for your help
Automatic translation:
Public
Public
2 years ago
Awesome news, Bini4you88. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
