BOOMERANG BET Casino - Player's VIP status has been reduced unexpectedly.

I am submitting this complaint regarding a sudden change to my VIP status which has significantly affected my withdrawal limits.

At the time of my withdrawals, my account was VIP Level 3, with approximately 71% progress toward Level 4. While at Level 3, I requested several withdrawals at the Level 3 limit of $5,400 per day, and currently have three withdrawals pending that were requested under this level.

Shortly after requesting withdrawals, my VIP status was suddenly reduced to Level 1 without explanation.

According to Section 6.12 of the casino terms, the VIP level is determined based on player gaming activity over the previous 90 days and may change depending on the ratio of deposits, withdrawal requests, and bonuses received. The same section also states that the VIP level will automatically be reduced to the lowest level if no bets are placed for one month.

However:

I have been actively playing and depositing recently, so the one-month inactivity clause does not apply.

The downgrade occurred suddenly despite ongoing activity, which appears inconsistent with the 90-day activity rule.

Additionally, the withdrawal limits under Level 1 appear internally inconsistent:

-Level 1 allows $900 per day withdrawals, with processing times up to 4 business days, yet the monthly limit is $12,500.

If withdrawals can take up to 4 days to process and only $900 per day is allowed, it is difficult to understand how a player could realistically reach the monthly limit.

My account currently has a balance of over $100,000, and this VIP downgrade significantly slows the withdrawal process.

I respectfully request clarification regarding:

-Why my VIP level was downgraded from Level 3 to Level 1 despite recent activity.

-Whether withdrawals requested while I was Level 3 will still be processed under Level 3 limits.

-How the casino expects players to reach the $12,500 monthly withdrawal limit under the Level 1 daily and processing restrictions.

I hope this matter can be resolved fairly and transparently.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BOOMERANG BET Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share screenshots of your recent payout history to illustrate whether your payouts are handled in a timely manner?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My first set of withdrawals were processed fast actually, before my balance grew to 100k, now there has been a delay for the second lot.

I will send an email with chat history and withdrawal requests, please note that the system does not allow you to withdraw above your current vip status. So my withdrawals pending will show i was at level 3 at the time of request.

Have submitted.

I have also requested gameplay history, depsit and withdrawal history. I have not received, but when i do, i will send tbat through to you also, showing that i am very much an active player and my vip status should reflect that much however, i was lowered to level 1 suddenly. I have asked for a review on my account and an upgrade of account. Still waiting 🙂 will keep you updated on their response, if they do respond.

I would like to also add that you may only have 3 pending withdrawal request at any one time. At level 1 with a 900 daily limit, and 4 day processing time, i cant understand how a player can actively achieve the 12,500 max monthly wuthdrawal limit.

My main concern here is the vip status dropping suddenly despite me being an active player, i hope they will review my account and upgrade my vip status to reflect how active ive been to allow for higher withdrawal limits.

The second is hoping they will honor and process ny withdrawals that were made under the level 3 vip status and not cancel them due to me now being level 1.

I have sent all my documents to them also verifying my account.

Thank you tomas

It's also day 5 pending withdrawal. They say it takes 96hours which in my current case is not true. They keep saying they are trying to resolve it, they also say my case is expectional and is not normal for their casino.

Still waiting fir my withdrawal that was requested under my previous VIP level status. They keep saying payment will be approved shortly. Its been 7 days now

I would now like to update that i reversed the pending withdrawals that were requested under my vip 3 status, to clarify, this was 9 days waiting before i reversed the withdrawals. Have pending withdrawal under the new status level 1 that i still wish to be explained. Why did my vip level drop suddenly despite me being an active player.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lmw2900,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas