The player from Germany faced issues withdrawing his winnings from the casino after multiple cancelled withdrawal requests and a sudden account blockage. After successfully withdrawing €500, he attempted to cash out the remaining balance but found his account blocked without explanation, leaving him feeling cheated and seeking assistance in retrieving his funds. We reviewed the available correspondence, but he did not provide the remaining requested details about the games played and whether any bonus was used. As a result, we were unable to continue the investigation and the complaint was closed due to his lack of response.
Boomerang-Bet.io Casino - Player’s account has been closed unexpectedly.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Boomerang-Bet.io Casino
Safety Index 6.1 Below averageCase summary
Discussion
Public
Public
1 month ago
Translation
First of all, I am fully verified!
I requested a crypto withdrawal of €1000 on September 7th. This was cancelled. When I inquired why, I was told that €500 was the maximum cashout amount. However, the withdrawal page itself states a minimum of €20 and a maximum of €1000.
Never mind, I thought, then I'll just pay €500 twice.
So I requested a payout of €500.
After a while, the payout was cancelled again, and I was asked to upload a new photo with my ID in hand, along with the date and casino name.
I complied with this request and immediately applied for another €500 (even though the maximum cashout was €1000). After a while, the €500 payment was finally confirmed and I received it.
After the payout arrived, I wanted to withdraw the remaining amount. However, this was immediately canceled after a few minutes. Upon inquiry, I was told that I can only make one withdrawal per day. This is not mentioned anywhere in the terms and conditions!
As is often the case, I continued playing with the remaining money and further increased my balance, eventually reaching €1500.
The next day I requested another withdrawal of €500. A few hours later, I received an email stating that I was blocked from all bonuses for the foreseeable future, for whatever reason... that already seemed strange to me... a few more hours later, I received another email saying that my account was blocked and deactivated. No explanation, no statements... no withdrawal...
My problem is that I felt cheated from the very beginning, and I won't let them do that to me!
Therefore, I hope you will help and support me in getting my remaining balance! I don't care about the account; they can leave it closed, because playing there again is out of the question!
Automatic translation:
Public
Public
1 month 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
1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify which games you played at the casino? Were you playing slots, live casino games, sports betting, or something else?
- Did you accumulate your winnings with or without a bonus?
- Could you please forward me the complete communication between you and the casino concerning the cancelled withdrawals, the restriction from bonuses, and the subsequent closure of your account? If possible, please also include a screenshot of your withdrawal history and/or balance before the account was closed. You can send the evidence to me at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
TranslationI have sent you everything I have via email... I hope that is sufficient to clearly explain the situation.
Automatic translation:
Public
Public
1 month ago
TranslationYeah, great, well then, have a nice holiday....
Automatic translation:
Public
Public
1 month ago
TranslationIs this supposed to be okay, the way things are going here??? Then we might as well just give up...
Automatic translation:
Public
Public
1 month ago
TranslationIs anything actually happening here? I'm quite disappointed by what's happening, or rather, not happening...
Automatic translation:
Public
Public
1 month ago
I sincerely apologize for the delay in responding, as I was out of the office. In addition, we are currently managing over 1,200 active complaints. While we strive to respond as quickly as possible, it is not always feasible to address every message immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.
I have reviewed the emails you provided.
- Could you please clarify whether you activated and played with any bonuses after your second €500 withdrawal request was cancelled and you decided to continue gambling?
- I can see that the casino informed you on 8 September that you were excluded from bonus play. However, you also received a bonus offer from the casino on the same day. Did you activate or use this offer, or any other bonus offered to you after you were informed that you had been excluded from bonus play?
Public
Public
1 month ago
TranslationNo, I didn't accept any bonus offer! I received this offer from the casino but did NOT accept it! That's why I can't understand the whole situation! I was fully verified, my first withdrawal was approved, but the second withdrawal was denied, and at the same time, my account was blocked!?! This makes no sense and makes me very sad that a good win is simply being taken from me. I'm placing all my hopes in your hands to help me rectify this injustice and receive my winnings, albeit belatedly...
Automatic translation:
Public
Public
1 month ago
Thank you for your emails.
- Have you created multiple accounts at this casino and claimed or used welcome bonuses on more than one of these accounts?
- Have you ever initiated a chargeback through your bank or payment provider for any deposits made at an online casino?
- When exactly was your account fully verified, and which documents did the casino review and approve as part of the verification process?
- Is there any chance that someone from your household, or using the same IP address also created an account at this casino?
Sensitive attachment
Sensitive attachment
1 month ago
TranslationRegarding points 1, 2 and 4, once again a clear NO in every respect...!
My account was verified on 07/09/2026 at 21:12
My identity card was checked (front and back).
•••Proof of address was verified with a letter from the judicial authorities
Payment method was verified with •••credit card (front, - back)
•••Selfie with ID card
Everything was checked, accepted, and approved.
And the first payment was approved and paid out immediately on September 7, 2026 at 9:21 PM.
Automatic translation:
Public
Public
3 weeks ago
Thank you for answering my latest questions. To proceed with the investigation, I still need two details from my initial reply:
- Which games did you play to accumulate the winnings, including when you continued playing after the cancelled withdrawal?
- Did you accumulate your original winnings with or without an active bonus? I understand that you did not accept the later bonus offer. If you used an earlier bonus, please identify it and confirm whether you completed its wagering requirements.
Public
Public
2 weeks ago
Dear Tekkney90,
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.
Public
Public
1 week 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,
Veronika
Casino.Guru
