BOOMERANG BET Casino - Pelaajien voittoja rajoitetaan.

My bonus winnings are being limited to €10 for no reason, even though I'm entitled to at least €80. (See video of my conversation with support for more context)

The employee himself agrees with me.

Me limitan las ganancias de un bono a 10 EUR sin motivo ninguno. Cuando me corresponden mínimo 80 EUR. (Ver video de conversación con soporte para mas contexto)

El propio empleado me da la razón.

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.

Dear jman8,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BOOMERANG BET Casino. I’m afraid I will need more information regarding your problem. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards

Petra

Hello jman8,

Thank you for bringing this matter to our attention.

We have reviewed the case and would like to clarify that the bonus in question included a maximum winnings limit of €10. This condition is part of the bonus terms and is communicated in a separate email sent regarding the promotion.

We understand that this may have caused confusion, and we are always working to make such information as clear as possible.

Please let us know if any further clarification is needed.

Kind regards,

Boomerang-Bet Casino Team

I believe that if a bonus has winnings limited to €10, it should be clearly stated somewhere. It's unacceptable for someone to play the bonus without knowing this, because this limit was NEVER specified to me and it was NEVER mentioned anywhere. Therefore, I believe I am entitled to €80, as that is what I should have won according to the terms and conditions.

Yo creo que si un bono tiene las ganancias limitadas a 10€ debería aparecer en algún sitio, lo que no se puede hacer es que una persona juegue el bono sin saber esto, porque NUNCA se me ha especificado este limite y NO aparecía en Ningún lado. Por tanto considero que me corresponden 80€ ya que es lo que deberia haber ganado según los términos y condiciones.

Dear jman8,

Thank you for your message.

Please note that for every bonus activation, an email is automatically sent with full Terms and Conditions, including maximum winnings. We are attaching an example (in English) and also the terms in Spanish for your reference. This is a standard process, as we aim to keep all promotions transparent and clear.

After reviewing your case, we found that you were incorrectly informed that the max win was €10, while the correct limit for this bonus was €15.

We sincerely apologize for the confusion. The missing €5 has now been credited to your account.

Kind regards,

Boomerang-Bet Casino Team

Thank you fboth for replies,

jman8

• What specific bonus were you claiming, and what were the terms associated with it?
• Have you received any written communication from the casino regarding the limit on your bonus winnings before you started playing?
• Could you provide any additional communication/screens mentioned? You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear jman8,

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.

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,
Petra
Casino.Guru