The player from Germany faced difficulties with her withdrawals at Boomerang-Bet, as both her requests for €1500 and €2500 were canceled due to technical issues. Despite her efforts to inform the casino and submit personal information for manual processing, she continued to receive standard replies without resolution, and her funds were wrongly recorded as deposits requiring wagering. The issue was resolved after the Complaints Team intervened, leading to the player’s withdrawals being processed correctly. The player confirmed the resolution and marked the complaint as resolved.
BOOMERANG BET Casino - Player's withdrawal is delayed and funds are blocked.
Resolved
Our verdict
Case closed
Amount: €1,000
BOOMERANG BET Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 months ago
Translation
Good morning,
I won a total of €1000 at Boomerang-Bet. I withdrew €1500 on October 26th and €2500 on October 27th. Both withdrawals were canceled due to technical problems at the casino. I received an email stating that I should submit a new withdrawal request, which I can't do because the canceled funds were recorded as a deposit, and I'm now supposed to wager them once, which isn't correct. I informed the casino of this, and then they asked me to send my complete personal information because they wanted to process the withdrawal manually. Since then, I've only been given the runaround and keep receiving standard emails saying the team is working on it, but nothing is happening.
Angela's
Automatic translation:
Public
Public
3 months 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 months ago
Dear CherryK78,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Boomerang-Bet Casino. 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?
- Have you accumulated 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,
Katarina
Public
Public
3 months ago
TranslationHello, thank you for your feedback. We played through the money without an active bonus, but we're no longer 100% certain. This withdrawal would have been our first at this casino, and KYC verification wasn't requested. We're also registered at other casinos in this group and have had several withdrawals there without any problems or verification. At the same time as with Boomerang-Bet, we also made a €300 withdrawal at Spybet, where we're now experiencing the same issues. Both casinos requested my data for a manual withdrawal, and I've already submitted this information to both three times, but nothing has happened. In the meantime, we also had a withdrawal at another casino in this group, which was processed without any problems.
It was also admitted that there were technical problems and that the payout was therefore cancelled, and that I should submit a new request, which is not possible because the money was booked as a deposit and I am supposed to wager it, which is not correct.
Best regards, Angela
Edited
Automatic translation:
Public
Public
3 months ago
Dear CherryK78,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
Public
Public
3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear CherryK78,
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,
Katarina
