Boomerang Casino - The player's winnings were not credited.

ciao team Casino guru

ho giocato alla slot seven seven e ho fatto una vincita da 40 euro che poi con il raddoppio sono arrivato a 640 euro e ho ricevuto un errore che neanche in questo momento non ho ricevuto i miei soldi vinti e ancora non posso entrare in quella slot perché è bloccata cosi

il casinò mi dice sempre di aspettare nonostante sono passate quasi 2 settimane e non mi dicono altro

Hello fsebastian1523,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boomerang Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the bet and winning visible anywhere in your betting or balance history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello nick

first of all my account is not yet verified since I ve not been asked to do so

also I was playing with real money with no bonus involved

i couldn’t find it in my bet history but anytime I join that game it’s still freezed the same way and I can’t play it

it was about 5 days ago and the incident is almost 2 weeks ago

Could you please provide an email so I could send the screenshots?

Hello fsebastian1523,

Please forward it to nikolas.b@casino.guru.

It says to enter a valid email adress, perhaps without the last dot?

Hello fsebastian1523,

Yes the e-mail is without the dot as it was there as the end of the sentence.

Unfortunately, the screenshot you provided is not a relevant proof as it does not show if you did bet or not and what was the outcome of it.

Can you please check the betting history within your casino account and forward it to us?

Ciao nick

Allora il casino mi ha fornito un screenshot dal provider e dicendo che la vincita sia giusta da 40 euro, anche se poi io ho raddoppiato arrivando a 640 euro come visto dagli screeshot.

Il problema e che passate 4 settimane io ho lo stesso problema quando apro il gioco che e rimasto cosi

e ogni volta che rientro mi fa vedere la cosa e poi l errore RESOLVE

Io ho cancellato le cache, ho provato diversi telefoni e computer e ho provato anche in incognito

Cosa e che posso fare

Hello fsebastian1523,

Can you please forward that information from the casino to nikolas.b@casino.guru? If the casino has a game log directly from the provider, there is basically nothing that could be done. The casino is not directly responsible for such issues and if the provider's log is not showing the win, it does not exist.

If the game is still not working, I would recommend to play a different game or in a different casino as it would prevent any further issues with it.

Dear Fsebastian and CasinoGuru Team,

Thank you for your feedback and replies.

We would like to provide an answer and clarify the situation a bit.

After we received the player's appeal, we immediately started processing it and clarifying the information for further resolution.

Upon completion of the investigation, we responded and sent a screenshot with confirmation from the provider side that the winnings from that round are 40 euros.

As for the errors in the game, unfortunately, they are beyond our control, in turn, we advised you to try to clear the cache of cookies, check the Internet connection and change the device and browser.

However, since the player informed us that this did not restore access to the game, we have taken this into account and will try to resolve the issue, so as soon as there are updates we will let you know.

At the moment, please play games from another provider to avoid misunderstandings.

We hope for your understanding and wish you a nice day!

Best regards,

Boomerang casino Team

Now i can acces the game again and it seems an error happend and i wont be getting the 640 euros

You can close the reclamation

Thank you Nick and team of boomerang

Thank you fsebastian1523 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick