Boomerang Casino - Player's withdrawal request has been ignored.

Καλησπέρα,

Έκανα προχτές ανάληψη 150 ευρώ και χτες ζήτησα το κλείσιμο του λογαριασμού μου. Ρώτησα το καζίνο πότε θα κατατεθούν τα χρήματα στον λογαριασμό μου αλλά δεν πήρα καμία απάντηση. Μπορείτε να βοηθήσετε;

Dear pgian,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Δεν μου έχουν ζητήσει να επιβεβαιώσω τον λογαριασμό μου.

Has your account been closed by the casino? Could you kindly specify what reason did you state for closing your casino account?

Have you received any email from the casino regarding your withdrawal?

Please understand that before the first withdrawal request is processed, it is necessary to undergo the full KYC verification. You may find more information about it in the AML & KYC section of the casino.

Οχι δεν έχει κλείσει ο λογαριασμός μου. Αντιθέτως μου προσφέρουν διάφορα bonus για να μείνω. Παρακαλώ να κλείσει άμεσα.

Have you received any email from the casino regarding your withdrawal?

Regarding your account closure request, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Με συγχωρείτε. Παρακαλώ όπως κλείσετε το ζήτημα. Ο λογαριασμός έκλεισε.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.