The player from Italy had registered at the casino and deposited €200, winning a session that was not credited to his account. After he reported the issue and received a screenshot from customer support, he became unable to log in and wanted to retrieve his €350 balance. The casino credited the missing winnings as a deposit with a temporary x1 wagering requirement and initiated a manual withdrawal after verifying the account. Despite initial communication delays, the player provided bank details for withdrawal, and the issue was resolved with the funds credited. We marked the complaint as resolved following the player's confirmation.
Boomerang-Bet.io Casino - Player’s account access is closed.
Resolved
Our verdict
Case closed
Amount: €350
Boomerang-Bet.io Casino
Safety Index 7.9 Above averageCase summary
Discussion
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1 month ago
Translation
I registered at the casino in question, deposited €200, and while playing bj on Evolution, I won a session that wasn't credited to my account. I waited a bit, but my balance wasn't updated. I reported it in chat and got a screenshot. Customer support told me they'd opened a ticket, but now the site is persistent, and I can't log in anymore. I want to get my €350 balance back.
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1 month ago
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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.
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1 month 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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Attila
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1 month ago
TranslationDear Attila,
Thanks for your reply. Here are the exact details of my situation with Boomerang Bet:
1. Game type: I played exclusively at the Live Casino (Live Casino) Black Jack Privée with the provider Evolution Gaming.
2. Account Verification: The casino never requested any document verification. The "Account Verification" section of my profile never prompted me to upload files, nor did I receive any communications regarding this. My balance was never updated despite there being no outstanding paperwork on my part.
3. Bonus: I played exclusively with real money. No bonus was used, so there are no wagering restrictions applicable to my winnings.
I reiterate that the main problem is the failure to update the balance of €280.00, a winnings that are regularly recorded in the logs of the provider Evolution Gaming but never credited to the gaming account by the casino.
I remain available for further clarification.
Best regards,
[Edited]
Edited by a Casino Guru admin
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1 month ago
Hello Daniele,
We would like to review your case more thoroughly, however at the moment we were unable to locate an account matching the provided information in our system.
To proceed with the investigation, we kindly ask you to double-check and confirm the email address used for registration, as well as provide any additional details that may help us identify your account (such as username or any alternative email, if applicable).
Once we have the correct information, we will be able to look into the matter and assist you further.
Kind regards,
Boomerang-Bet.io Casino Team
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1 month ago
Translation
I would have liked to put the problem solved, but the money has arrived in the account but it is not yet available for withdrawal because they unfairly say that I have to bet it, instead I have already bet it, so let's resolve this situation so that I can withdraw
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1 month ago
Dear Danielec, thank you for the update.
Dear Boomerang-Bet Casino team,
Thank you for your response and cooperation. Could you please provide some clarification regarding the reason for the additional wagering requirement?
Thank you in advance for your reply.
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1 month ago
Hello Daniele,
Thank you for providing the necessary account details - this allowed us to successfully verify your account.
We would like to clarify that the missing win has already been credited back to your account after verification with the game provider. Due to the technical nature of this adjustment, the amount was returned as a deposit, which is why a standard x1 wagering requirement was temporarily applied.
However, to simplify the process for you, we have already initiated a manual withdrawal solution. Our team has contacted you.
Kind regards,
Boomerang-Bet.io Casino Team
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1 month ago
TranslationYou sent me an email asking for my bank details for the withdrawal. I've responded now and provided all the necessary information. As soon as the amount is in my account, I'll close this case. Thank you.
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1 month ago
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I want to update the dispute with further details demonstrating the casino's obstructionist attitude.
In chat, an operator told me I would have to wager the amount for a playthrough of x1 (wager x1) before I could withdraw. Although I believe this request to be unfounded at this stage, I followed the instructions and sent several clarification emails to the address provided by the operator, as requested.
To date, I have received no response to my emails, and support seems to have disappeared. They are clearly using delaying tactics to prevent my withdrawal from being processed. I am asking the mediator to intervene and request an official response regarding these discrepancies between what was said in chat and the complete silence via email. I do not intend to close the case until the funds are credited to my account.
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1 month ago
Dear Boomerang-Bet.io Team,
Do you have any updates for us in relation to the manual processing of the withdrawal?
Thank you in advance for your reply.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Danielec,
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,
Attila
