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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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.

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.

Dear Samuel,

We would kindly like to ask you to check your emails where we provided you with all information that you have requested. Please let us know which additional data are needed in order to resolve this case.

Thank you!

Kind regards,

Boomerang Bet Casino Team

Hello everyone,

thank you both for the updates.

Dear Boomerang Bet Casino,

thank you for your message. I have reviewed the information provided via email. Unfortunately, the latest evidence is still not sufficient for me to independently verify the findings relevant to this complaint.

As explained via email, I am specifically waiting for an official report or statement from the relevant game provider confirming their findings and explaining the basis for the conclusions reached in this case. Ideally, the report should be an official document issued by the provider and, if possible, include the name and signature of the responsible representative.

Dear GOLD,

thank you for your continued patience.

To clarify the current situation, the casino has explained that the disputed winnings were generated while playing Jumper by InOut, and that they were confiscated because they were allegedly generated as a result of an error or malfunction in the game. I have reviewed the evidence provided by the casino regarding this issue, but I do not currently consider it sufficient to independently verify that such an error occurred and that it affected your winnings in the manner described.

I have therefore asked the casino to provide an official report from InOut, confirming the alleged error and explaining the circumstances surrounding it.

Once I receive and review this report, I will be in a better position to assess whether the confiscation was justified and proceed with my final decision.

Thank you both for your cooperation and patience.

Dear Samuel,

Thank you for your assistance.

We have forwarded your request to the relevant department and are currently awaiting an update. We will provide further information as soon as we receive it.

Kind regards,

Boomerang Bet Casino Team

Hello everyone,

thank you for the update, Boomerang Bet Casino.

I appreciate that you have forwarded my request to the relevant department. However, as this is the key piece of evidence I need in order to properly assess the confiscation, I would appreciate it if you could follow up with the relevant department and provide the official statement from InOut as soon as possible.

At this stage, I am still unable to independently verify the alleged game error based solely on the information and evidence provided so far. Therefore, I would prefer to obtain the provider's official confirmation before reaching my final conclusion.

Dear GOLD,

thank you for your patience. I am currently waiting for the casino to provide the requested official statement from InOut. Once I receive it, I will review it and proceed with my assessment.

Thank you both for your cooperation.

Hallo zusammen,

lieber Samuel ich möchte Ihnen für Ihren Einsatz bei meinem Anliegen danken!

An das Team des Boomerang Bet Casinos möchte ich nochmals appellieren, hier endlich kooperativ mitzuarbeiten und meinen Sachverhalt endlich zu klären!

Jedesmal wenn eine Antwort von Seiten des Casinos kommt, heißt es wieder nur das Anliegen würde an die zuständige Stelle weitergeleitet werden...

Toller Kundenservice bzw Kundensopport (Ironie Ende)!

Ich bitte hier nochmals um Mitarbeit seitens des Casinos, mich kotzt dieses hin und her nur noch an, ich möchte endlich Antworten und damit meine ich nicht "wir haben es an die zuständige Abteilung weitergeleitet", wie viele hundert Abteilungen gibt es bei dem Casino bitte ?

Samuel ich danken Ihnen nochmals für ihren Einsatz und hoffe bald endlich Antworten zu bekommen.

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 all,

Thank you for your patience.

We would like to confirm that this case is still under investigation. We are awaiting further information and will provide an update as soon as it becomes available.

Kind regards,

BOOMERANG BET Casino Team

Hello everyone,

Thank you for the update, Boomerang Bet Casino.

I understand that the case is still under investigation and that you are awaiting further information. Please let us know once you have any new update regarding the requested statement from InOut.

Thank you for your cooperation.

Dear Samuel,

Thank you for your reply.

We would kindly like to ask you to check your emails where we provided you with the official report from the game provider.

We hope this helps to clarify the case.

Thank you for your understanding.

Kind regards,

BOOMERANG BET Casino Team

Hello everyone,

thank you, Boomerang Bet Casino, for the update.

I have checked the email and the attachment you provided. However, the attachment appears to be the same screenshot that I had already received previously, and it does not appear to be an official statement or report issued directly by the game provider.

I have therefore asked the casino to obtain and provide an actual official confirmation from the game provider regarding the disputed game rounds and the relevant issue.

Dear GOLD,

I just wanted to clarify the current situation for you. I have received the screenshot from the casino, but I do not consider it sufficient as official confirmation from the game provider. I have therefore requested that the casino obtain a proper statement or confirmation directly from the provider.

I will wait for this additional evidence and review it once provided.

Thank you both for your cooperation.

Dear All,

Thank you for your patience.

We would kindly like to apologize for the delay in this case.

Please be informed that we are currently gathering all requested information and will reply with further information as soon as possible.

We thank you for your understanding.

Kind regards,

BOOMERANG BET Casino Team

Dear Samuel,

Thank you for your patience.

We would kindly ask you to check your emails where we replied to your request.

We hope this helps to clarify the case.

Kind regards,

BOOMERANG BET Casino Team

Hello everyone,

Thank you, Boomerang Bet Casino, for the update and for your cooperation.

I have reviewed the document provided by the casino. However, based on the document itself, I cannot independently verify that it is an original and official report or statement issued directly by the game provider.

Dear BOOMERANG BET Casino,

At this stage, I would therefore need either an official statement or confirmation directly from the game provider regarding the disputed game rounds, or sufficient evidence confirming that the document already provided was officially issued by the game provider.

If neither can be provided, I will not be able to accept the current documentation as sufficient evidence to conclude the complaint in the casino's favour.

Dear GOLD,

I wanted to clarify the current situation for you as well. I have reviewed the information provided so far, but at this point I do not consider it sufficient to independently establish what happened with the disputed game rounds.

If the casino cannot provide the requested confirmation or evidence of the document's authenticity, the complaint will be closed as Unresolved – insufficient evidence from the casino.

I will wait for the casino's final response before proceeding with the closure.

Thank you both for your cooperation.

Dear All,

Thank you for your patience.

Please be informed that this case is being discussed internally and we will contact you as soon as possible with further information.

Thank you for your understanding.

Kind regards,

BOOMERANG BET Casino Team

Hello everyone,

Thank you, Boomerang Bet Casino, for the update.

I understand that the case is currently being discussed internally. I’ll wait for your next update and the requested clarification regarding the document and the disputed game rounds.

Dear GOLD,

We are still waiting for the casino to provide the requested confirmation or evidence. I’ll review the information once received and proceed accordingly.

Thank you both for your cooperation and patience.

Dear Samuel,

We would like to inform you that the requested document is now sent directly to your email address.

Please review and let us know if this clarifies the matter for you and if the complaint can be solved.

Kind regards,

BOOMERANG BET Casino Team

Hello everyone,

Thank you, Boomerang Bet Casino, for sending the additional information.

Dear GOLD,

I have received a report from the game provider regarding the disputed game rounds. I still need to discuss the information with my team and determine how we should proceed with the complaint.

I’ll provide a further update once I have reviewed everything.

Thank you both for your cooperation and patience.

Hallo Samuel,

vielen Dank für deine Nachricht, gerne warte ich auf das Ergebnis deiner Team Besprechung.

Vom Boomerang Bet Team hätte ich mir eine bessere Kooperation gewünscht und nicht dieses endlose in die Länge geziehe.

Gruß

Hello everyone,

Dear GOLD,

Thank you for your patience.

I understand your frustration with how long this case has been taking. I still need to clarify a few points with Boomerang Bet Casino before I can properly assess the information provided by the game provider.

I have therefore contacted the casino by email with some additional questions and will wait for their response.

Once I receive the requested clarification, I’ll review everything and provide a further update regarding the complaint.

Thank you for your understanding and patience.

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,

Dear GOLD,

Thank you for your patience.

I have now received a response from Boomerang Bet Casino by email. I will review the additional information and clarify the remaining points, then provide you with an update on how we can proceed with your complaint.

Thank you for your understanding and patience.

Lieber Samuel,

vielen Dank für das Update und ihre Nachricht.

Grüße

Hello everyone,

Dear BOOMERANG BET Casino Team,

Thank you for providing the additional evidence and the player's transaction history.

After reviewing the gameplay records in greater detail, I would like to address two important aspects of this case.

First, regarding the player's betting behaviour:

While I acknowledge that the player increased their stakes considerably while playing Jumper, I do not consider this sufficient evidence of deliberate exploitation.

The transaction history shows that the player also placed substantial bets in other games, including €100 bets in Sizzling Hot and bets of up to €184 in Chicken Road.

In my view, this suggests that increasing stakes was not behaviour exclusive to Jumper. It is entirely plausible that the player experienced a particularly successful gambling session, noticed that Jumper was producing favourable results, and consequently decided to increase their stakes.

This is not unusual gambling behaviour, and it does not establish that the player was aware of the underlying technical malfunction. I have not seen evidence demonstrating such awareness.

Second, and more importantly, I still have serious concerns regarding the mathematical justification for confiscating €23,550.38.

I have examined the balance-flow spreadsheet and calculated the following:

• Jumper: €236,951.00 wagered and €271,195.12 credited as winnings, resulting in a net gain of €34,244.12, or €34,444.12 when including the €200 rollback.
• Other games: €34,249.95 wagered and €23,356.20 credited as winnings, resulting in a net loss of €10,893.75.
• Remaining balance: €34,444.12 − €10,893.75 + €0.01 = €23,550.38.

I can therefore reconcile the player's final balance with the transaction history.

However, reproducing the balance is not the same as proving that the entire €23,550.38 was incorrectly credited and eligible for confiscation.

The InOut Games report confirms that a particular outcome in Jumper's HARD mode occurred more frequently than intended, resulting in an increased RTP. However, this does not automatically establish that every winning round was invalid or that all winnings generated during the affected period should be confiscated.

Furthermore, the player also participated in numerous other games, generating both wins and losses. These transactions must be properly accounted for when determining the legitimate remaining balance.

For this reason, I would appreciate a clear mathematical explanation of the adjustment:

1. Which specific Jumper rounds were affected? Please identify the relevant round IDs, confirm that they were played in HARD mode during the incident period, and explain whether all such rounds were voided or only particular outcomes.
2. How were the invalid winnings calculated? Please provide the total amount considered incorrectly credited, explain the methodology used to determine that amount, and clarify how the original stakes were treated.
3. How was the final confiscation amount determined? Please provide a calculation showing the player's legitimate balance after correcting the affected rounds, accounting for the remaining gameplay, deposits, and withdrawals, and explain how this leads to the deduction of exactly €23,550.38.

I would particularly appreciate a calculation that can be independently reproduced from the transaction records, rather than a general conclusion that the remaining balance originated from Jumper winnings.

I understand that the casino may need to correct winnings resulting from a confirmed technical malfunction. However, any such correction must be proportionate, mathematically justified, and supported by evidence identifying the affected gameplay.

At present, the provider's report confirms that a technical issue occurred, but the evidence still does not sufficiently establish that confiscating the player's entire remaining balance was justified.

Considering how long this complaint has remained open, I would appreciate your thorough response to these remaining concerns so that I can proceed with a fair assessment.

Thank you for your continued cooperation.