The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The player experienced repeated delays and verification requests from the casino, which were seen as tactics to stall the payout. After providing all requested documents and completing full account verification, the player’s withdrawal was eventually processed, with payments taking the full 96-hour period allowed by the casino. The issue was then resolved, with all winnings paid out, and the complaint was closed by the Complaints Team.
BOOMERANG BET Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
BOOMERANG BET Casino
Safety Index 7.2 Above averageCase summary
Discussion
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1 month ago
Translation
Subject : Artificial withdrawal delay and contradictory support statements despite full account verification
Dear Casino Guru Team,
I am filing this complaint against Boomerang-bet Casino regarding my remaining balance of €9,300.00. The casino demonstrably uses contradictory statements from customer service and artificial time loops to block my withdrawals.
The previous sequence of events:
The entire withdrawal process began on May 30, 2026. Since then, the casino has been trying to delay my withdrawals with ever-changing excuses. Initially, withdrawals that had already been requested were canceled, citing supposedly missing documents. I then promptly and completely submitted all the required documents – including the monthly PDF statement from my MiFinity wallet for the entire month of May. This document is now marked with a green checkmark and explicitly labeled "Verified" in my casino profile. Nevertheless, my funds remain blocked.
The evidence for the stalling tactic:
I can provide irrefutable proof that the live support systematically tries to stall for time:
- On June 1, 2026 (around 10:42 PM CEST): I confronted the support employee (Marcus) with a screenshot of my profile showing the verified status of the document. The employee then admitted in writing via chat: "Based on the screenshot, the PDF document has been verified." He subsequently repeatedly told me to simply request a new payout.
- On June 2, 2026 (5:32 AM CEST): Less than 7 hours later, I asked for an update on my withdrawal via live chat. The same employee (Marcus) completely contradicted his own statement from the previous evening. He suddenly claimed that the verification was now being "reviewed by the finance department" and that I would have to wait the full 96 hours processing time again. When confronted with this clear contradiction, he refused any logical explanation and resorted to boilerplate text.
Conclusion :
The casino officially accepted my documents, which is visible in my profile and was also confirmed in the initial chat. Despite this, in the second chat, support invented a completely new 96-hour verification period to artificially block the withdrawal. This is a clear violation of fair gaming standards. It gives the impression that they are deliberately applying psychological pressure to make me lose patience and gamble away my winnings.
If you require any documentation from me, please let me know. I will gladly upload it here.
Thank you for your support in resolving this case transparently.
Best regards
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear luckypunch777,
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 month ago
TranslationHello Guru Support,
Now the casino is demanding the origin of a specific transaction, creating unnecessary work for me.
Why don't they check the source of the money when it's deposited?
Dear people, stay away from this casino and this provider!
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1 month ago
TranslationUpdate: All required documents have been submitted to the casino.
The licensing authority has been contacted and a response (EGIS-ADR) has already been received.
I report on news.
Furthermore, I strongly advise against playing here. As soon as they win large sums, the casino does everything in its power to wear them down, employing harassment and delaying tactics. Absolutely disreputable and fraudulent.
How can this casino receive over 8 ratings? A statement and review from Guru would be appropriate here as well.
You'll notice that the casino or the group isn't commenting on this either.
Best regards
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1 month ago
TranslationUpdate (3.6.):
My account was suddenly deactivated!
The casino has officially reversed the erroneous account suspension and apologized. My account is open again. The submitted source-of-wealth documents are now being reviewed by the relevant department. I am awaiting feedback from the casino.
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1 month ago
Antwort der Lizenzbehörde vom 02.06.2026:
Hello Ali,
Thank you for contacting EGIS-ADR, the authorized Alternative Dispute Resolution (ADR) provider for the Kahnawake Gaming Commission. We appreciate the opportunity to review your inquiry on behalf of the Commission.
After careful consideration, we regret to inform you that we are unable to accept your case, as it does not meet the minimum threshold for initiating an investigation. Specifically, the Operator’s internal complaints process has not been completed.
Unfortunately, we are unable to intervene until the process has been fully completed and a final determination has been issued by the operator. As such, we are unable to provide assistance at this time.
We recommend reaching out to the Operator directly to address your concern.
You may contact EGIS-ADR to request a re-evaluation of your case (with supporting evidence) if:
You have received a final ruling from the Operator and are not satisfied with their response (provide a screenshot or PDF of the ruling)
or
You have not received a final ruling after 45 days of the first time you raised your dispute to the operator’s/site official complaints email (provide evidence of the first time you raised your complaint with the operator. This can be in the form of screenshots or any other documentation that clearly shows the date and details of your initial submission).
Kind regards,
EGIS-ADR
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1 month ago
Meine heutige Antwort an die Lizenzbehörde:
Dear EGIS-ADR Team,
thank you for your correspondence dated 02.06.2026.
I am writing to acknowledge your instructions and to inform you that I have initiated the formal internal complaints process with the operator as you advised.
In the meantime, I would like to bring an ongoing issue of bad-faith conduct to your attention. Despite my proactive compliance, I have not received any confirmation or release of my withdrawal. Instead, I am being subjected to clear "salami tactics" intended to delay the payout indefinitely:
Arbitrary Verification Requests: The operator initially requested verification for the May 9th transaction. Only after I promptly provided this, they suddenly demanded the May 8th transaction. If their intent were a genuine review of my deposits, they would have requested all relevant documents at once. The fact that they request them sequentially is a clear indicator that the goal is not verification, but delay.
Lack of Communication: My attempts to resolve this via the operator’s live chat are met only with generic, copy-paste responses, refusing to provide any concrete justification or logical reason for the continued withholding of my funds.
Proven Compliance: I have provided a full, verified transaction history which the payment provider MiFinity has confirmed. There is no legitimate ground left for the operator to block or cancel my withdrawal.
I believe the operator's goal is to induce emotional fatigue and force me to abandon my winnings. I have attached the official MiFinity transaction report E-Mail for your records. I am holding this evidence ready for your formal investigation once the internal complaint timeline has been completed.
If you need any other documents, please let me know.
Thank you very much.
Best regards,
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1 month ago
TranslationOne more thing, dear Guru Team:
I've also added them to the CC. They're part of this complaint and also serve to ensure that the licensing authority is fully informed about everything and that I'm responsible for this. I also want the licensing authority to see how Guru works and how they approach and process this case.
Thank you.
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1 month ago
TranslationDear Guru Team,
Based on my experience with the casino and comparing it to their reaction, I have to say that I don't really see them as supportive. They can't just remain silent and then intervene once a certain deadline has passed; they need to examine the case separately and more thoroughly.
This casino uses delaying tactics. First, they demand all the standard documents (ID, selfie, bank statement). They say everything is okay so far, they can process the withdrawal. I withdraw three times €500, and they cancel it after two days! Then they demand proof of a transaction from May 9, 2026, from which the payment originated. I submit this, the casino confirms it again, and I withdraw. Again, it's canceled. Now I'm supposed to provide proof of the transaction from May 8, 2026, as well. Why aren't both transactions requested at once? And why May 9, 2026, and not chronologically May 8? Both transactions had the same origin number. This means that by providing proof of the May 9 transaction, it should have been clear that it was the same merchant as the May 8 transaction. So why do I even have to provide proof of the May 8 transaction? This is a blatant "salami tactic"!
In this case, you can't wait a certain amount of time before intervening with the Guru Team; you should intervene immediately. Otherwise, the casino will repeat this behavior again and again.
The issue here is that the verification process is being artificially prolonged. On top of that, there's a 96-hour waiting period for processing withdrawals. Furthermore, only a maximum of €500 is allowed per day.
What else do they need to intervene here?
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1 month ago
TranslationUpdate 09.06.:
The account is now fully verified and confirmed via email.
- Payment requested on June 8th in the amount of 500 EUR.
I'll get back to you as soon as there are any updates.
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1 month ago
TranslationUpdate (June 12th):
My withdrawal from June 8th has not been processed. Dear Guru Team, I hope you now realize how the casino operates.
Since May 30th I have been waiting to finally receive a payment - which simply cannot and should not be the case!
My account is fully verified (confirmed by email from the casino) and there is no reason to delay my withdrawals.
Today her 96 hours are over! (which I find very inappropriate and unfair)
They state both in the chat and in their terms and conditions that payouts are processed within 96 hours. They are in breach of contract and are not honoring their commitments.
I wouldn't report any of this if the casino behaved in a customer-friendly and reasonable manner.
So, they don't use salami tactics, but have a genuine interest in auditing and don't let their own payment deadlines expire because they want me to gamble everything away, telling me they're busy while only apologizing and artificially stalling me.
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1 month ago
TranslationThe payment from June 8th has arrived.
Updates will follow regarding whether the remaining payments will also be made on time.
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1 month ago
Dear luckypunch777,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
TranslationAs mentioned, the payment of €500 from June 8th has arrived.
The casino takes the full 96 hours, which players should be aware of!
They managed to reduce my balance from €9,300 to €5,500. They know players are weak and will gamble again. They wear you down.
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1 month ago
TranslationEverything has been paid out. I can only advise everyone not to play there. Every payout takes a full four days. They wait until the very last second.
This thread can be closed.
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1 month ago
Hello luckypunch777,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
Dear luckypunch777,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
