The player from Germany encountered repeated issues with withdrawing winnings due to an 'unexpected error' during high-stakes play. Despite having deposited without issues, his recent attempts to withdraw were blocked, and support claimed his account was not verified. The Complaints Team successfully activated his payouts, allowing him to play with the assurance of future withdrawals. However, due to a lack of response from him, the complaint was closed.
Boomerang-Bet Casino - Player’s withdrawal has been delayed repeatedly.
Closed
Our verdict
Player stopped responding
Amount: €50,000
Boomerang-Bet Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you have made successful withdrawals before?
- You mentioned that your account isn't verified. Did the casino request any documents to verify your identity? Have you already provided them?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Translation
Now the payouts have been activated. Even though I've lost over €70,000-80,000 three times, it's better than nothing. Now I can play and know they'll pay me out.
I hope it stays that way and there are no unexpected errors. Regards
Edited
Automatic translation:
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4 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Additionally, please forward me any other supporting evidence you couldn't upload here. Thank you in advance.
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4 months ago
Dear w5q2cj6bfh39,
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.
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4 months 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,
Kristina
Casino.Guru
