The player from Spain faced account blockage after attempting a €500 withdrawal, despite having had an ongoing account since February. He requested an explanation for the closure and the refund of his remaining balance of €1,750. The Complaints Team reached out for additional information to investigate the issue but received no response from the player. Due to the lack of communication, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
BOOMERANG BET Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €2,250
BOOMERANG BET Casino
Safety Index 7.2 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello, I made a withdrawal of €500 yesterday at 7:30 PM. I left €1750 there to continue making withdrawals because they only allow €500 per day. Now I've tried to log into the casino and they've blocked my account because it says it's not available in Spain, even though I've had the account since February and have made several withdrawals and deposits. I need an answer; this is the first problem I've had with them, but that money was earned by me, and if they want to close my account, they need to refund the money I have in it. Thank you in advance, and I look forward to your response as soon as possible.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear jramoos2,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.
Please allow me a few questions so I can better understand the situation.
- Did you pass KYC (Know Your Customer) verification before your account got blocked?
- What country did you specify in your player profile when registering your account?
- Where is your permanent place of residence?
- Have you ever used any VPN or IP-masking software to alter your true location while accessing the casino website?
I hope we will be able to help you to resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Public
Public
2 weeks ago
Dear jramoos2,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
