The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The complaint was resolved as the casino processed and paid out a total of €20,000, with withdrawals occurring within 1–14 days, which was considered standard in the industry. Despite concerns about VIP status changes affecting withdrawal limits and some delays during verification, the casino continued processing payouts. The complaint was closed based on the payments made so far, with the option to reopen if future delays occurred.
BOOMERANG BET Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €20,000
BOOMERANG BET Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 weeks ago
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On May 31st, I won a significant amount of money playing Boomerang, over €80,000 in total. In accordance with the withdrawal limits, I requested three withdrawals totaling €4,000 that same day. Unfortunately, I continued playing, and my balance has now dwindled to €39,000. On June 2nd, I was asked to verify my identity, and I uploaded all the required documents that same day. Since then, I've been stuck in the verification process. My emails have gone unanswered, and I received very unfriendly and dismissive responses in the chat.
Funnily enough, in the last few days, two personal VIP managers contacted me to offer me personalized deposit deals! Unbelievable! Unfortunately, they didn't want to know anything about verification.
I feel completely cheated and exploited, that this delay is causing me to lose even more of my winnings. But I will stay strong; this delaying tactic has really shaken me up.
I request your assistance in expediting the process.
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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.
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3 weeks ago
Dear Ardnas72,
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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3 weeks ago
TranslationThank you for your reply. The verification process is not yet complete; the withdrawal request was made exactly 12 days ago. I'd be happy to send you my emails to Boomerang via another method.
Thanks!
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3 weeks ago
TranslationThis verification status has been in place since June 3rd....
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3 weeks ago
Dear Ardnas72,
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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3 weeks ago
TranslationDear Karla,
Unfortunately, there has been no change.
The three withdrawals have been pending since May 31st, and the verification status has been unchanged since June 3rd, as shown in the attached screenshots. There has been no response to any of my emails.
Only 2 personal VIP managers contacted me to make deposit offers 😵💫
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3 weeks ago
TranslationI have now written a total of four emails inquiring about the processing status since June 3rd, unfortunately without a response. The email...
I'd be happy to send you the details outside of the forum if you'd like. In my last email to the casino this morning, I also mentioned that I've already filed a complaint with you!
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3 weeks ago
TranslationI currently have VIP status 4 at the casino. This would allow me to withdraw up to €50,000 per month. However, I've read that VIP status expires quite quickly without any playing activity or deposits. This would mean it would take forever to receive everything...
I'm really afraid I won't get my money back and I'm glad they'll support me!
Thank you very much!
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3 weeks ago
TranslationHello again, since I've already followed some of your questions here, I'm adding some further information.
- I played at the casino, the game Sugar Rush 1000
-I played on my phone
- I have access to my casino account, the real money balance is €35028.96
- I have made withdrawals in the past without prior verification,
3 units in May: €990, €990, €1000
In April 1: €900
(Which is in no way commensurate with my many deposits)
I hope this information might help us shorten the Q&A session 🙂
Thank you so much for your help!
Edited
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2 weeks ago
TranslationLate yesterday evening, Boomerang sent a cryptic email stating that the review was still ongoing... otherwise, everything remains unchanged!
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2 weeks ago
TranslationUpdate: Everything remains unchanged and is now truly frustrating, especially considering Boomerang's stated processing times. My VIP Level 4 is almost the highest level; unbelievable for such poor treatment.
I really hope you intervene soon, dear CasinoGuru team! Help!!!!!
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2 weeks ago
TranslationJune 21st. It's now been exactly three weeks since I requested a payout, and nothing has happened; they're simply not responding! So the situation remains unchanged!
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2 weeks ago
Hello Ardnas72,
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 week ago
TranslationGood morning dear Karla, yesterday, June 22nd, I wrote another email to Boomerang. But nothing has changed, no reaction or answer whatsoever as to why my documents submitted for verification (ID card, credit card and Enercity electricity bill) have been under review for three weeks now!
The only positive thing: I've completely lost my desire to play!
Best regards
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1 week ago
TranslationI just received another placating email, presumably generated by AI, stating that my request has been forwarded to the responsible department...
They will keep investigating until my VIP status expires, meaning my three payouts totaling 4,000 euros will no longer be possible, and it will take forever until I receive the total of 39,000 euros.
I urgently request your intervention to increase the pressure! I'm truly desperate! Thank you!
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1 week ago
TranslationDear Karla, I've been looking through the casino's terms and conditions again. It says that if I haven't placed a bet for 30 days, I'll be immediately downgraded to the lowest VIP level, which means my withdrawals will be reduced to €7,000 per month! What exactly constitutes "placing a bet"? Is it enough if I just play a few rounds in the casino? The 30 days are almost up!
Furthermore, section 5.3 states a processing time of 10 days for verification. That time has long since passed.
Thanks again for your help!
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1 week ago
TranslationDear Karla, there's been some progress. The message now says it looks like my account doesn't need to be verified. See screenshot. I didn't receive an email. All three withdrawals have been processed, so I've already initiated three more withdrawals over €4,000. I'd like to leave this complaint open until the full €39,000 has been processed. I'm still a bit skeptical, but very happy with the current situation!
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1 week ago
Dear Ardnas72, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Karla
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1 week ago
TranslationDear Karla,
I already answered some of the questions above....
1. Yes, I have, see above in the chat.
2. I don't know, after the system said for 3 weeks that the documents were being reviewed, it now says that no verification is necessary? See screenshot! Not very trustworthy...
3. No active bonus
4. Casino, game Sugar Rush, see previous screenshots
As I wrote in my last message, my 3 withdrawals have now been processed.
However, I would only end the complaint once I have received everything....
I will send you the emails separately!
Thank you very much!
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1 week ago
TranslationDear Carla, I currently do not need any support.
Boomerang Bet has already processed three withdrawals of three times each quickly. Perhaps the complaint I filed was helpful, since the casino can read it. As soon as I've withdrawn everything, I'll click the "Problem Resolved" button.
Thank you for being there 🙂
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6 days ago
Dear Ardnas72,
Thank you very much for your update. I am glad to hear that the casino has started processing your withdrawals.
Could you please let me know how much the casino has already paid out to you in total? This information will help me better understand the current status of your case and keep the complaint updated accurately.
Thank you very much in advance for your reply.
Karla
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6 days ago
TranslationDear Karla,
A total of 9 withdrawals totaling €12,000 have now been processed 😊
Currently, 3 more payouts totaling 4,000 are being processed since June 26th!
Thank you so much!
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6 days ago
TranslationAt this point, I'd like to mention that the increased payout limits advertised in Boomerang's VIP regulations seem to be purely theoretical. It's a mystery to me how anyone is supposed to receive €50,000 from Boomerang in a single month at this rate. While reading other complaints, I also saw that Boomerang has 96 "business hours" to process a payout! In my opinion, they shouldn't be advertising with these current VIP regulations. I'm at level 4, which means €50,000 per month, and level 5 even offers €75,000 per month! These are just empty promises!
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4 days ago
TranslationDear Karla,
Quick update: A total of €17,000 has now been paid out.
Since today I've been relegated to VIP Level 1, now everything is going to drag on for a very long time... That's exactly what I suspected! After things went so smoothly the last few days, I played a bit again! Now I've completely lost interest. What a lousy delaying tactic with this 3-week verification break, only to then discover that no verification is necessary! VIP benefits that only work in theory!
I'm so disappointed!
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3 days ago
Dear Ardnas72,
Thank you very much for the update. I am glad to hear that the casino has now paid out a total of €17,000.
Could you please let me know approximately how often the casino is processing your withdrawals? For example, are they paying out every few days, once a week, or according to another schedule?
This information will help me better understand the casino's current payout pattern and assess whether it is consistently processing your withdrawals.
Thank you very much in advance for your reply.
Karla
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3 days ago
TranslationDear Karla,
In my opinion, there is no pattern whatsoever; withdrawals were processed within 2 to 5 days.....
With my VIP status no longer valid, it will now take a very long time: 500 per withdrawal per day and 7000 per month! Now I also know why I was verified for 3 weeks, only to then be told that no verification was necessary.
It would be great if you could edit the summary of my case. The 14 days have long since passed, and I hope that many people here are reading along and will learn about the delaying tactics.
Many thanks and best regards!
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yesterday
TranslationDear Karla, a quick update. Since July 1st, all three payouts (1500/1500/500) have been suspended. So today is day 5.
With the two 1,500 withdrawals I still had VIP status 4, suddenly I could only withdraw 500 and status 4 was gone.
At that pace, they won't even manage 7,000 per month.
It's so ridiculous!
So, only 17,000 has been paid out so far!
Thank you very much!
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yesterday
TranslationAnother update to the update! The two €1500 withdrawals have been processed, and a total of €20,000 has now been paid out! Now I've only been able to request one new withdrawal of €500...
So, two batches of 500 are being processed!
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11 hours ago
Dear Ardnas72,
Thank you very much for keeping me updated throughout your complaint and for providing all the additional information.
I understand your frustration with the verification process and the changes to your VIP withdrawal limits. However, based on your latest updates, I can see that the casino has now paid out a total of €20,000 and is continuing to process your withdrawals. Although the processing times vary, they appear to be completed within approximately 1–14 days, which is generally considered a standard timeframe for withdrawal processing in the online casino industry.
For this reason, I will now close this complaint as resolved for the amount that has already been paid out.
Should the casino stop processing your withdrawals or should you experience another unreasonable delay in the future, you are welcome to contact us at any time. We will be happy to reopen this complaint and continue assisting you.
Thank you for your cooperation, and I sincerely hope the casino continues processing your remaining withdrawals without further complications.
Karla M.
