BOOMERANG BET Casino - Player's account funds have been confiscated.

Hallo,

vor ca. 1 Woche hatte ich endlich einen großen Gewinn von ca 24500€. Ich hatte dann direkt die Auszahlung von 1000€ beantragt, in der Nacht jedoch wurde mein Konto eingeschränkt. Per Livechat konnte ich erfahren dass es wohl eine normale Kontoüberprüfung sein und mann mir nicht sagen könne wie lange dies dauert.

Ich habe mehrere E-Mails an Boomerang Bet geschrieben, diese wurden jedoch nicht beantwortet, auch war ich fast täglich im Kontakt mit dem Livechat.

In der Zwischenzeit sind die 1000€ überwiesen worden und ich habe noch 23550,38€ auf meinem Spielerkonto als Echtgeldguthaben.

Heute habe ich mich erneut eingeloggt um zu sehen ob die Überprüfung fertig ist. Die Überprüfung war fertig aber dafür meine 23550,38€ Guthaben weg.

Ich habe sofort eine E-Mail an den Support geschrieben und mich mit dem Livechat in Verbindung gesetzt. Dort wurde mir mitgeteilt dass mein gesamtes Echtgeldguthaben storniert wurde aufgrund eines Berechnungsfehlers in einem Spiel. WTF???

Mann kann doch nicht einfach einem 23550,38€ Echtgeldguthaben stornieren??

Jahrelang wurde mit mir schön Geld verdient und jetzt bei einem hohen Gewinn ist es auf einmal ein Berechnungsfehler???

Ich bin echt verzweifelt...

Ich habe von allem natürlich mehrfach Screenshots gemacht und kann diese gerne zur Verfügung stellen.

Ich bin einfach nur sprachlos wie die sowas mit einem ihre Kunden machen können.

Ich bitte hier dringend um Hilfe ...

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Stay safe.

Dear GOLD,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand the situation and assist you further, could you please answer the following questions:

• Do I understand correctly that this issue occurred for the first time and involved only one specific game?
• Did support provide any documentation or confirmation related to the "calculation error" claim?
• Would you be able to share the screenshots you mentioned? If so, please upload them directly to this thread or forward them to petra.h@casino.guru.

Your cooperation in providing these details will help us investigate the issue and work towards a resolution.

Thank you very much in advance for your reply.

Best regards,

Petra

Hallo Petra,

danke für die schnelle Antwort.

Ich hatte noch nie ein solches Problem und beim spielen hat sich auch nichts bemerkbar gemacht, aber es geht wohl um das Spiel Jumper bei dem falsche Berechnungen laut Boomerang gemacht wurden.

Im Livechat bei Boomerang Bet wurde mir lediglich geschrieben dass es sich um ein Berechnungsfehler handelt (auch im Screenshot zu sehen).

Der E-Mail Support hat bisher leider nicht auf meine E-Mail geantwortet, also wurde bisher nichts vorgelegt oder ähnliches, lediglich meine 23550,38€ wurden aus meinem Konto storniert.

Ich werde mal alle Screenshots die ich gemacht habe vom Chat hier anknüpfen.

Gruß

Dear GOLD,

Thank you for your reply and for providing the previous details.

• Could you please provide your game and betting history?
• Could you provide any additional communication or evidence that may support your case? This may include screenshots, emails, or chat records.

You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Hallo Petra,

in der Zwischenzeit hat sich nicht viel getan von Seiten des Casinos. Ich habe mir vom Boomerang Bet Support meinen Spielverlauf des relevanten Zeitraums geben lassen. Komischerweise weist mein Spielverlauf keinen Nachweis des Jumper Spieles nach, ich vermute hier wurde absichtlich etwas weggelassen. Allerdings habe ich noch selbst ein paar Screenshots von Spielverlauf des Jumper spieles auf meiner Spielerseite auf Boomerang Bet machen können, jedoch kann ich dort nur eine gewisse Anzahl an Seiten beziehungsweise Spieleinsätze und Gewinn laden. Die Screenshots hiervon sollten aber erstmal reichen.

Vor einem Tag habe ich noch eine E-Mail vom Boomerang Bet Support bekommen, dass mein Anliegen an die zuständige Abteilung weitergeleitet wurde. Ich habe nun also 2 Wochen auf eine Antwort gewartet, nur um zu erfahren dass nichts passiert ist in der Zwischenzeit.

Auch habe ich in der Zwischenzeit nochmal versucht den Live-Chat auf der Boomerang Bet Seite zu kontaktieren um Beweise oder ähnliches zu bekommen, hier hat sich aber wieder Mals nichts ergeben.

Ich schicke dir alle Screenshots und den Spielverlauf an deine oben genannte E-Mail-Adresse 🙂.

Liebe Grüße

Dear GOLD

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Liebe Petra,

vielen Dank für deine Hilfe und Unterstützung!

Ich bin gespannt ob wir hier noch eine Lösung finden können...

Grüße

Dear GOLD,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BOOMERANG BET Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BOOMERANG BET Casino,

Please provide detailed information regarding the player’s issue, including a general explanation of the circumstances that led to the confiscation of the winnings, along with any relevant rules or terms that were applied in this case.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GOLD,

Thank you for bringing this case to our attention.

We understand your concerns and the importance of receiving a clear explanation in this situation. We have already forwarded the case to the relevant departments to review all details and verify the circumstances carefully.

As soon as we receive the complete information, we will provide a detailed update in this thread.

Thank you for your patience and understanding.

Kind regards,

Boomerang-Bet Casino Team

Hello everyone,

thank you, BOOMERANG BET Casino, for your response.

I appreciate that the case has been forwarded to the relevant department. However, I would also kindly ask the casino not to unnecessarily prolong the review process and to provide a concrete and detailed explanation within a reasonable timeframe.

Please also make sure that any conclusions or allegations are supported by relevant evidence and case-specific information, if needed, so we can properly and objectively assess the situation. General statements alone will not be sufficient at this stage.

We will now await your clarification regarding the confiscation of the player's winnings, including the relevant terms and conditions applied in this case.

Dear Samuel, dear GOLD,

Thank you for your patience.

After reviewing the case with the relevant technical departments, we can confirm that the balance adjustment was made due to a technical error on the platform side affecting the relevant game/result calculation.

In this regard, we refer to section 6.20 of our General Terms & Conditions:

"In case the Company has mistakenly (due to a technical error in the winnings table, an error caused by a human factor or a different kind of error) replenished the customer’s account with funds that do not belong to him, then this amount will be considered the property of the Company and will be deducted from the customer’s account."

Based on the completed review, the affected funds were incorrectly credited and therefore removed in accordance with the above clause.

Please note that the related technical materials and internal evidence cannot be shared publicly or directly with the player due to confidentiality and security restrictions. However, the case has been reviewed by the relevant platform team.

Kind regards,

Boomerang-Bet Casino Team

Hallo zusammen,

eine wirklich lächerliche Antwort von Seiten Boomerang Bets. Nun kann also jeder beziehungsweise jedes Unternehmen durch bloße Aussage und Verweise auf deren AGB, ohne Vorlage jeglicher Beweise, Guthaben von Spielern einziehen?

Wirklich sehr enttäuscht wie hier mit Kunden umgegangen wird, vor allem wenn ich bedenke wie viel Geld dort von mir eingezahlt wurde.

Außerdem ist für mich auch fragwürdig, weshalb auch mein Guthaben aus der Einzahlung eingezogen wurde, sprich der Betrag welcher von mir vor dem Gewinn eingezahlt wurde.

Ich hoffe nur dass wirklich viele Leute hier auf dieses Problem aufmerksam werden und sich gut überlegen dort Geld einzuzahlen.

Hello everyone,

thank you for your responses.

Dear BOOMERANG BET Casino,

I must be very clear at this stage that the explanation currently provided is not sufficient for me to independently assess or validate the confiscation of the player’s balance.

While I acknowledge your reference to Clause 6.20 regarding technical errors, a general statement that a "technical issue" occurred is not enough on its own, especially in a case involving the confiscation of a significant amount of funds.

At the moment, the casino has provided conclusions, but no reviewable context or supporting evidence explaining:

• what exact technical error allegedly occurred,
• whether the issue originated from the game provider, the platform itself, or another subsystem,
• whether specific game rounds or bets were voided,
• whether the affected gameplay was isolated to certain sessions or transactions,
• how the affected amount was calculated,
• and what exact methodology was used to determine which funds were considered invalid.

I also need to reiterate that invoking a general "technical error" clause without providing any verifiable supporting context is not sufficient for mediation purposes. I am not requesting sensitive internal infrastructure details or publicly exposing confidential systems. However, at minimum, Casino Guru requires some form of independently reviewable explanation or evidence, even if anonymized or partially redacted.

At the moment, I have no ability to independently verify:

• the existence of the alleged malfunction,
• the scope of the affected gameplay,
• whether the player could reasonably identify the issue,
• or whether the resulting confiscation was proportionate to the actual impact of the alleged error.

Therefore, I now ask BOOMERANG BET Casino to provide:

• a more detailed explanation of the alleged technical error,
• clarification regarding whether any game rounds or transactions were officially voided,
• clarification regarding the exact calculation of the removed balance,
• and at least some structured or anonymized supporting materials allowing independent review of the conclusions reached.

Without this information, I will unfortunately not be able to consider the confiscation sufficiently substantiated, and the complaint may ultimately need to be closed as unresolved due to insufficient evidence from the casino side.

Dear GOLD,

thank you as well for your patience and for continuing to cooperate throughout the process. I understand why the current explanation from the casino is not satisfactory from your perspective given the seriousness and scale of the confiscation involved.

I will now wait for the casino’s response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GOLD,

Please be informed that we forwarded your case for further investigation and will contact you as soon as possible with additional information.

We thank you for your understanding.

Kind regards,

Boomerangbet Team

Hello Everyone,

Dear BOOMERANG BET Casino,

thank you for the update. However, as this case has already been ongoing for a considerable time without any substantial new information, I would like to kindly ask you to prioritize the investigation and provide a concrete and detailed response as soon as possible.

Dear GOLD,

thank you for your continued patience. This situation is still unresolved and I will wait for the casino’s next proper update before taking further steps.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Lieber Samuel,

ich bin einfach nur sprachlos mit wie wenig Interesse und Mühe seitens des Casinos gearbeitet wird ...

Auch bin ich nach wie vor nur schockiert wie mit mir umgegangen wird, einem sehr gut zahlenden Kunden umgegangen wird.

Ich hoffe wirklich sehr, dass es sich auch negativ für das Casino, bezüglich der Bewertung auswirkt.

Hello GOLD,

I would just like to provide you with a small update. Today, the casino informed me that they are currently experiencing some technical issues related to logging into their casino representative account, which is allegedly the reason for the delay in responding within the complaint thread.

I am still waiting for their proper response and will keep you updated as soon as I receive any new information.

Thank you for your continued patience.

Dear GOLD,

thank you for your patience.

I would like to provide another brief update regarding your complaint. I have now received additional information from the casino regarding their internal investigation of the case. However, before proceeding any further, I have replied to the casino via email and asked them to share their position and supporting information directly in this complaint thread as well.

I believe it is important that any relevant explanations and evidence are presented here publicly so that the process remains transparent and both parties have access to the same information.

Dear Boomerang Bet Casino,

thank you for the information provided via email. As mentioned in my reply, I would appreciate it if you could also present your findings and any relevant supporting evidence directly in this complaint thread. The player has specifically raised concerns about the lack of visibility regarding the evidence and the investigation, and I believe it would be beneficial for transparency and fairness if the matter could be addressed publicly to the extent possible.

I will await the casino's response and will continue with my assessment once the situation has been clarified further.

Thank you both for your cooperation.

Dear GOLD, dear Samuel,

We have submitted a request to the relevant department and are currently awaiting the response. We will share any updates in this thread as soon as we receive them.

Thank you for your understanding.

Kind regards,

Boomerang Bet Casino Team

Hello everyone,

thank you for the update.

Dear Boomerang Bet Casino,

thank you for confirming that the request has been forwarded to the relevant department. However, as this complaint has already been ongoing for some time, I would appreciate it if the requested information and supporting evidence could be provided as soon as possible so that we can move the investigation forward without unnecessary further delays.

I will await your response.

Dear all,

We are still awaiting further information regarding our request.

As soon as we receive an update, we will share it with you without delay.

Thank you for your patience and understanding.

Kind regards,

Boomerang Bet Casino Team

Hello everyone,

Dear Boomerang Bet Casino,

noted, thank you. Since this case has already been ongoing for some time, I would appreciate if you could prioritise providing the requested information from the relevant department so we can continue with the assessment without further unnecessary delay.

I will await your next update.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone,

I wanted to provide a brief update.

As I have not yet received the requested information from the casino, I have made an additional attempt to contact them outside of the complaint thread in the hope of obtaining a response from the relevant department.

I will allow one more week for the casino to provide the requested clarification. Hopefully, they will respond so that we can continue assessing this case. If no reply is received within that timeframe, I will proceed in accordance with our complaint resolution process.

Thank you both for your patience and cooperation.

Hello everyone,

I would like to provide another update regarding this complaint.

Dear GOLD,

I have been in contact with the casino outside of the complaint thread. Although they continue to state that they are experiencing technical issues, I have noticed that they have recently been able to actively participate in other Casino Guru complaint threads.

At this stage, I therefore expect the casino to provide the requested clarification and supporting evidence without further delay. This case has already been ongoing for a considerable amount of time, involves a significant disputed amount, and I do not consider any further unexplained delays to be appropriate.

If the casino fails to cooperate and provide the requested information, I will have to proceed in accordance with our complaint resolution process, which may result in this complaint being closed as unresolved.

Thank you both for your patience and cooperation.

Hello everyone,

I would like to provide one final update regarding this complaint.

Dear Boomerang Bet Casino,

this case has now been pending for a considerable amount of time, and despite my repeated requests, I am still waiting for the information necessary to continue my assessment.

I will give you one final week to provide the requested clarification and supporting evidence. If I do not receive a response within this timeframe, I will proceed based on the information currently available and in accordance with our complaint resolution process.

Dear GOLD,

thank you for your patience. I understand this has taken far longer than it should have. I will keep you informed of any developments, but hopefully this final extension will be enough to receive the casino's response.

Thank you both for your cooperation.