BOOMERANG BET Casino - O saque do jogador está atrasado e os fundos estão bloqueados.

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

Guten Morgen,

Ich habe bei Boomerang-Bet insgesamt 1000€ gewonnen, habe am 26.10 die 1 500€ ausgezahlt und am 27.10 die 2. 500€ . Beide wurden aufgrund technischer Probleme des casinos storniert. Es kam eine Mail, das ich eine neue Auszahlungsanforderung stellen solle, was ich aber nicht kann, da das stornierte Geld als Einzahlung verbucht wurde und ich es nun 1x umspielen soll, was ja aber nicht richtig ist. Dieses habe ich dem Casino mitgeteilt, dann sollte ich meine kompletten Daten schicken, weil das Casino eine manuelle Auszahlung tätigen wolle. Seitdem werde ich nur hingehalten und bekomme immer nur Standardmails, das das Team dran wäre und nix tut sich.

Vlg Angela

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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

Hello, 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

Hallo, Vielen Dank für Ihre Rückmeldung. Wir haben das Geld ohne aktiven bonus umspielt, sind uns aber nicht mehr zu 100% sicher. Diese Auszahlung wäre bei diesem Casino die erste gewesen und eine KYC Verifizierung wurde nicht angefordert. Wir sind noch bei anderen casinos dieser Gruppe angemeldet und hatten da bereits mehrere Auszahlungen, welche ohne Probleme und ohne Verifizierung erfolgten. Zeitgleich zu Boomerang-Bet, haben wir noch bei Spybet eine Auszahlung von 300€ getätigt, wo wir nun die selben Probleme haben. Beide casinos haben meine Daten angefordert für eine manuelle Auszahlung, beiden habe ich diese Daten bereits 3x übermittelt aber nix passiert. In der Zwischenzeit hatten wir auch eine Auszahlung bei einem anderen Casino dieser Gruppe, welche ohne Probleme durchgeführt wurde.

Es wurde auch eingeräumt, das es technische Probleme gab und die Auszahlung deswegen storniert wurde und ich eine neue Anfrage stellen soll, was aber nicht geht, weil das Geld als Einzahlung verbucht wurde und ich es umspielen soll, was aber nicht richtig ist.

LG Angela

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

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