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Complaint against Boomerang – Remaining balance confiscated after successful withdrawal and account closure

I am submitting this complaint regarding the closure of my Boomerang account and the confiscation/non-payment of my remaining balance.

The dispute dates back to April 2026.

At the time, my account had a balance of approximately €20,800. I requested withdrawals from my account, and one of my withdrawals was successfully processed and paid.

After that successful withdrawal, I still had a substantial remaining balance in my Boomerang account.

Shortly afterward, Boomerang closed my account and refused to pay the remaining balance.

When I contacted support, I was initially told that the account had been closed by administration and that the matter would be referred to a supervisor.

Boomerang subsequently sent me an email referring generally to Terms and Conditions 9.1, 9.3 and 9.4. They alleged that I had engaged in prohibited or abusive activity, but they did not identify the specific activity that I allegedly committed.

They did not provide me with:

the exact bet, game or transaction allegedly violating the Terms;

the exact date and time of the alleged violation;

evidence of cheating, software manipulation, bot use or exploitation;

any specific explanation of what constituted the alleged abuse;

a detailed calculation showing how my remaining balance was confiscated.

I strongly deny using bots, cheating software, exploits or any system manipulation.

An especially important point is that Boomerang had already successfully processed one of my withdrawals before closing my account and refusing to pay the remaining balance. I believe this chronology should be considered when reviewing the casino's subsequent allegations.

I have preserved the complete correspondence, including the live-chat transcript, emails, withdrawal records and evidence of my balance.

I respectfully ask Casino Guru to investigate the matter and determine whether Boomerang had sufficient grounds to confiscate my remaining balance.

My requested resolution is:

Payment of my legitimate remaining balance of approximately €20,800, less any amount that was already successfully withdrawn and paid, if applicable.

I am willing to provide all screenshots, transaction records, withdrawal confirmations, account history and correspondence requested by the Casino Guru complaints team.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boomerang Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• When did you complete verification in the casino and which documents the casino requested during the process?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for your message. I’ll explain everything as clearly as I can.

I had been playing at Boomerang before this happened. The problem started in April 2026. I was having problems accessing my account, so I contacted support because I wanted to get access to my account again. I never asked them to close my account.

On April 23, I contacted support and spoke with Sabrina. She checked my account and told me that it had been closed by the administration and that she would ask a supervisor to look into it.

I mainly played live casino games. I made a deposit of around €1,000 and, through my normal gameplay, my balance increased to around €20,000–€20,800.

I did not use any bots, cheating software, automated systems or anything to manipulate the casino or the games. I played normally through my own account.

Regarding verification, I completed the verification process requested by the casino. I can send you the relevant documents and communication if you need them.

As far as the bonus is concerned, my balance was made through my live casino play after my deposit. If you need my bonus or transaction history, I can provide it so you can check everything yourself.

I also have all my communication with Boomerang, including the chat with Sabrina, their emails, my replies, withdrawal information and screenshots. I will send these to you by email.

There is one important point I want to clarify about the withdrawal.

My balance was around €20,800. I requested withdrawals, and one withdrawal was successfully processed and paid by Boomerang. After that withdrawal was paid, I still had a significant amount of money remaining in my account.

Afterwards, Boomerang closed my account and refused to pay the remaining balance.

They later referred to Terms and Conditions 9.1, 9.3 and 9.4 and said that I had breached their rules. However, they never told me exactly what I supposedly did wrong. They did not give me the specific game, bet, transaction, date or time, and they did not provide me with evidence that I used bots, software or any kind of manipulation.

I completely deny doing anything like that.

I am happy for you to review my complete account history and gameplay. I just want the matter to be looked at fairly and based on the actual evidence.

I will send you all the emails, chats, withdrawal confirmations and other documents I have.

Thank you for your help, and please let me know if you need anything else from me.

Best regards,

Bakhtyar ****

Thanks for your patience.

I went over the evidence you provided.

You wrote:

They later referred to Terms and Conditions 9.1, 9.3 and 9.4 and said that I had breached their rules. However, they never told me exactly what I supposedly did wrong.

Could you please share this communication with me as well?

Send the evidence to my email at tomas@casino.guru or post it here.

Hello Tomas,

Of course. I have the email from Boomerang where they referred to Terms and Conditions 9.1, 9.3 and 9.4 and stated that there was no refund available for my account.

I will send you the original communication to tomas@casino.guru so you can review it.

This is the email I was referring to in my previous message.

Thank you for reviewing the case.

Best regards,

Bakhtyar

Dear Wali19,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Wali19,

My name is Michal, and I have taken over your complaint.

I have reviewed the case and will contact the casino to gather additional information and better understand the circumstances surrounding this matter. I will also try my best to assist in clarifying the situation.

We would like to invite Boomerang Casino to join the conversation.

Dear Boomerang Casino,

Kindly provide any relevant information and supporting evidence regarding the alleged violations of your Terms and Conditions that the player is being accused of.

You may send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review and assessment.

Thank you in advance.

Dear all,

Thank you for reaching out.

We have requested information regarding this case from the relevant department and are currently awaiting their response. We will provide an update as soon as we receive further information.

Kind regards,

Boomerang Casino Team

Hello Michal,

I just want to point out that this matter started in April 2026. I have been asking Boomerang since then to explain exactly what violation I supposedly committed, but I have never received a specific explanation or evidence.

Now, after approximately four months, Boomerang is still saying that they are waiting for information from their relevant department.

I understand that they may need time to investigate, but I hope this delay and the fact that no specific violation has been explained to me since April will also be taken into consideration when reviewing the case.

Thank you.

Dear Wali19,

I understand your concerns. However, please note that the casino’s general support team, or the representative responding through our complaint forum, may not have immediate access to all the information concerning an individual player. They may therefore need to request the relevant details and evidence from the appropriate department. This does not necessarily mean that the alleged rule violation did not occur.

As you may already be aware, casinos generally do not disclose detailed internal information or supporting evidence directly to the individuals involved or to other private parties, primarily for privacy and security reasons.

Once the relevant information and evidence have been provided to us, acting as a renowned dispute mediator, we will be able to continue our independent review of the case.

Dear Boomerang Casino,

I look forward to receiving the information and evidence you will provide for our independent review of the case.

Dear all,

Thank you for your patience.

We would like to confirm that this case is still under investigation. We will provide an update as soon as we receive further information.

Kind regards,

Boomerang Casino Team

Hello Michal,

I understand that complicated cases can take time, and I appreciate that you are waiting for information from Boomerang. However, the complaint has now been open for more than three weeks, and the casino has still not provided the requested evidence.

Could you please let me know whether there is a current deadline for Boomerang to provide the evidence, or what the next step will be if they continue to delay?

Thank you for your help.

Dear all,

We have reviewed the information available on the player’s account and can confirm that the account was closed following an internal review related to certain Open Banking deposit transactions. As a result of that review, the account balance was adjusted and the account was closed.

However, as you have requested the specific basis of the decision and supporting evidence for independent review, we are checking what additional transaction-level information can be provided by the relevant Risk/Payments team.

We will update the complaint once we have clarification on what supporting details can be shared.

Kind regards,

Boomerang Casino Team

Hello Michal,

Thank you for the update.

I would like to clarify an important point regarding Boomerang’s latest response.

I deposited approximately €1,000 and then won around €20,000 through normal live casino gameplay. I did not use any bots, software, automation, or exploits. I was simply fortunate with my gameplay.

I also successfully made a withdrawal before my account was closed, and Boomerang processed and paid that withdrawal. After that, I still had a substantial balance in my account, which was then withheld when they closed my account.

What concerns me is that Boomerang’s explanation now appears different from the reasons they previously gave me. Previously, they referred to general Terms & Conditions and alleged violations, but they did not identify any specific bet, game, transaction, or action that I supposedly violated.

They are now saying that the decision was related to certain Open Banking deposit transactions. I therefore ask that they clearly identify:

the specific transaction(s) they are referring to;

the date and amount of each transaction;

what exactly was allegedly wrong with those transactions; and

how this justified withholding my remaining balance.

I am happy to wait for the Risk/Payments team’s clarification, but I would like the specific evidence to be independently reviewed by Casino Guru.

I appreciate your continued assistance with this matter.

Kind regards,

Bakhtyar

Dear Wali19,

Just to clarify, what was the amount of the withdrawal you received before your account was closed?

Regarding the recent information provided by the casino team, I understand that it may raise further questions. However, Rules 9.1, 9.3 and 9.4 cover various forms of prohibited activity, which may include suspicious or irregular financial transactions.

Nevertheless, I agree that the circumstances and supporting evidence must be reviewed independently before any conclusion can be reached.

Once I receive and assess the relevant materials from the casino, I will share my observations with you.

Dear Boomerang Casino Team,

I look forward to receiving the relevant information and supporting evidence in a timely manner for my independent review of this case.

Hello Michal,

Thank you for your response.

The withdrawal I successfully received before my account was closed was €500.

There is also another important point I would like to clarify. When Boomerang originally informed me that they were closing my account, I was told that the reason was that I had allegedly cheated at one of their sister casinos, and that because of this they were closing my Boomerang account as well.

This is different from the explanation they are now providing about certain Open Banking deposit transactions.

I have never used bots, cheating software, automation, or any exploit. I played normally, and I would therefore like to know exactly what they are alleging I did, at which casino, and what evidence supports that allegation.

I deposited around €1,000 at Boomerang, played live casino games normally, and my balance increased to around €20,000+. I then successfully withdrew €500, which Boomerang processed and paid. After that, my account was closed and the remaining balance was withheld.

Therefore, I would appreciate it if the independent review could consider the different explanations I have received from Boomerang and establish the actual reason for the closure and confiscation.

I look forward to seeing the specific evidence and supporting information from the casino.

Kind regards,

Wali19

Dear all,

Thank you for your patience.

We have requested additional information regarding this matter from the relevant department and are currently awaiting their response.

Kind regards,

Boomerang Casino Team

Hi Michal, I understand that complicated cases can take time, but my complaint has now been open for more than one month. Boomerang has again replied that they are still waiting for information from their relevant department, without providing the evidence you requested. Could you please let me know what the next step will be if they cannot provide the requested evidence within the current deadline?

Hi Michal,

I just wanted to provide an update. My complaint has now been open for more than one month, and Boomerang has been given considerably more time than the initial expected timeframe. However, they still have not provided the specific evidence or transaction details requested regarding the confiscation of my balance.

Boomerang has again only stated that they are waiting for information from their relevant department.

I have also submitted a formal complaint to the Curaçao Gaming Authority regarding the handling of my account and remaining balance.

I would appreciate it if you could let me know what the next step will be if Boomerang still cannot provide the requested evidence.

Dear Wali19,

Thank you for the update. I understand your concerns regarding the time taken and the apparently differing explanations for the account closure and balance confiscation.

I have asked the casino to provide a clear account of the grounds for its decision, together with the relevant supporting evidence. Until this evidence has been reviewed independently, I cannot reach a fair conclusion regarding the merits of the complaint.

The casino will be given a fair but final opportunity to substantiate its position. If it is unable to provide the requested information within the current response period, I will assess the complaint based on the evidence available at that time.

I have also noted that you submitted a complaint to the Curaçao Gaming Authority. This is certainly a reasonable step; however, according to the information our team was able to find, Boomerang Casino seems to be currently operating without a valid gaming license issued by a recognized authority. Should you receive a formal response or decision, please keep me informed.

Dear Boomerang Casino Team,

Thank you for your response. However, the specific grounds and supporting evidence requested for my independent assessment remain outstanding.

Please provide the following privately to me at michal.k@casino.guru:

• The relevant transaction-level records and Risk/Payments findings identifying what was considered irregular about the Open Banking deposits.
• Confirmation of the precise violation relied upon, including the applicable Terms and Conditions, and clarification of whether the decision was based on the Open Banking transactions, alleged activity at a sister casino, or anything else.
• The account ledger showing the player’s deposits, the €500 withdrawal, the remaining balance and the subsequent balance adjustment or confiscation.

As a substantial balance was withheld, it is expected that the casino’s decision must be supported by evidence establishing both the alleged violation and its connection to the sanction applied.

Please provide the requested materials within the current response period. If you are unable to substantiate your position and maintain your original decision, I will have to assess the complaint based on the information currently available, which may result in the case being closed as unresolved.

This is certainly not the outcome I would like to see, and I remain hopeful that a reasonable and mutually acceptable resolution can still be reached.