The player from Switzerland submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. Unfortunately, the player lost his winnings before we managed to help, therefore we were forced to close this complaint.
Boomerang Casino - Withdrawal of player's winnings has been delayed.
Amount: 50,000 CHF
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
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Luckily I won a lot of money over the weekend, I've been playing regularly at the above-mentioned casino for well over 4-5 years - sometimes irregularly, but I've been verified since the beginning and have never had any problems with payouts.
That means I could easily withdraw 5000.00 a day and there was never any talk of a limit, but now that I had won so much, it came to me like this: Unfortunately I cannot guarantee that it will be solved today because the working hours of the responsible department is already over. The case has been escalated so they will look into this as soon as possible.
It says there is an error in the system that suddenly has a limit of 500 per day for me and this error, strangely white, occurred on Friday 02/23/2023 and you still have not received a concrete answer until today 02/27/2023 when this problem will be fixed becomes. As I know myself, it only takes 2-3 mouse clicks to set the limit back to normal. I've been put off with the same words since Friday.
As in the 2 photos, I have about 40 e-mails that have the same structure.
Automatic translation:
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1 year ago
Dear PURRY,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
No, the excuse was constantly used that there were technical problems and my payouts were constantly being rejected, so I continued playing and now the account is at 0.-
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1 year ago
Thank you for your reply, PURRY. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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