Boomerang Casino - O levantamento dos prémios dos jogadores está atrasado.

Ladies and Gentlemen

I won €38,000 at Boomerang Casino and I just can't get my money paid out. Everything is taking an extremely long time and customer support isn't responding. I had to verify my account again even though I'd already done so a long time ago, and they've already partially paid me out smaller amounts.

Sehr geehrte Damen und Herren,

ich habe bei Boomerang Casino 38000 Euro gewonnen und bekomme einfach kein Geld ausgezahlt. Es Dauert alles extrem lange und der Support reagiert nicht. Ich musste mich wieder verifizieren obwohl ich das schon längst eine,al getan hatte und die mir bereits Gelder schon teilweise ausgezahlt haben wo es um kleinere Beträge ging.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear LankowGambler,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear LankowGambler,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I need to correct myself, the profit is now 63000 euros that is to be paid out.

Ich muss mich korrigieren der Gewinn liegt jetzt bei 63000 Euro der ausgezahlt werden soll.

Dear LankowGambler, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello Karla,

First of all, thank you very much for your help and your quick response in my case.

I will answer your questions one by one.

1.)

I have already received successful payouts from Boomerang Casino. I will gladly attach the corresponding proof in the form of screenshots.

2.)

Currently, there is no completed KYC verification. However, I should mention that I was previously verified with Boomerang and had already received payouts. I only had to re-verify after winning this large sum.

3.)

I always made sure that all bonus options were deactivated. I did not activate any bonus in connection with this large win.

Additionally, I must mention that it was and still is extremely difficult to verify my identity there. Currently, the only thing missing from my new KYC verification is proof of address. I am currently trying to provide this again with a bank statement. That is currently the only remaining point in my new verification process.

4.)

The winnings were primarily achieved through live roulette. While I did win some sports bets, I gambled those winnings away again. Therefore, the large win essentially came from live roulette.

5.)

Attached you will find all communication with the casino. This includes forwarding the emails I received from them.

I know this all seems a bit confusing, but I've also attached screenshots from my Sparkasse app showing that Boomerang Casino has paid me out in the past. That's precisely why I find it strange that I had to verify my identity again.

My current winnings amount to €63,000. The €3,000 that are not currently visible are already in the payout phase and are currently being held back. Therefore, only €60,000 is currently displayed in the account.

I will also send you the entire Boomerang log afterwards.

I sent you all the screenshots by email, as some contain sensitive information such as my address and bank details, which have no place on the internet.

Best regards

Franklin Warda

Hallo Karla,

zunächst vielen Dank für deine Hilfe und deine schnelle Reaktion in meinem Fall.

Ich werde deine Fragen der Reihe nach beantworten.

1.)

Ich habe bei Boomerang Casino bereits erfolgreiche Auszahlungen erhalten. Die entsprechenden Nachweise werde ich dir im Anhang gerne in Form von Screenshots beifügen.

2.)

Aktuell liegt keine abgeschlossene KYC-Verifizierung vor. Ich muss jedoch dazu sagen, dass ich bei Boomerang zuvor bereits verifiziert war und auch schon Auszahlungen erhalten hatte. Erst nachdem ich diese große Summe gewonnen habe, musste ich mich erneut verifizieren.

3.)

Ich habe stets darauf geachtet, dass alle Bonusoptionen deaktiviert waren. Im Zusammenhang mit diesem hohen Gewinn habe ich keinen Bonus aktiviert.

Zusätzlich muss ich erwähnen, dass es extrem schwierig war und weiterhin ist, mich dort zu verifizieren. Aktuell fehlt im Rahmen meiner neuen KYC-Verifizierung nur noch der Adressnachweis. Diesen versuche ich derzeit erneut durch einen Bankauszug zu belegen. Das ist momentan der einzige noch offene Punkt meiner neuen Verifizierung.

4.)

Die Gewinne wurden hauptsächlich durch Live-Roulette erzielt. Ich habe zwar auch einige Sportwetten gewonnen, diese Gewinne jedoch wieder verspielt. Der große Gewinn stammt daher im Wesentlichen aus dem Live-Roulette.

5.)

Im Anhang werde ich dir die gesamte Kommunikation mit dem Casino zukommen lassen. Dazu leite ich dir die E-Mails weiter, die mir von dort geschrieben wurden.

Ich weiß, dass alles etwas verwirrend wirkt, aber ich habe aus meiner Sparkassen-App zusätzlich noch Screenshots beigefügt, aus denen hervorgeht, dass Boomerang Casino mich bereits in der Vergangenheit ausgezahlt hatte. Gerade deshalb finde ich es merkwürdig, dass ich mich erneut verifizieren musste.

Aktuell beläuft sich mein Gewinn auf 63.000 Euro. Die 3.000 Euro, die derzeit nicht sichtbar sind, befinden sich bereits in der Auszahlungsphase und werden aktuell zurückgehalten. Deshalb werden im Konto momentan nur 60.000 Euro angezeigt.

Ich werde dir im Anschluss außerdem noch einmal den gesamten Verlauf mit Boomerang zuschicken.

Ich habe Dir alle Screenshots per Mail geschickt, da einiges sensible Inhalte hat wie meine Adresse und Bankdaten, die im Netz nichts zu suchen haben.

Mit freundlichen Grüßen

Franklin Warda

I've attached some screenshots so that an outside third party can see for themselves. These show both my total winnings and the payouts that had already been processed before I had to verify my identity a second time.

However, I must say in fairness that Boomerang employees helped me figure out which of my credit cards was actually being referred to. The problem was that I had deposited via Apple Pay, and the card suffix displayed there was different from the actual suffix of my credit card. I was able to prove this, however, with the corresponding transaction on my bank statement. The same applies to the deposits made via PaySafe, for which I also have a complete transaction history.

Currently, the verification process is only failing due to the "Proof of Address." However, I have already submitted this multiple times, especially since it is standard practice in Germany for the address to be included on the identity card. Additionally, I have submitted an official bank statement as a PDF file directly from my bank. I have complied with all requirements.

I'm even prepared to publicly praise Boomerang Casino and make this transparent, provided I'm treated fairly in this matter. To be honest, I have to say that the game system basically works and it is indeed possible to win there. However, the payout practices for very large sums are extremely concerning.

I have attached several screenshots so that an independent third party can also review the situation and form their own opinion. These screenshots show both my total winnings and the withdrawals that had already been processed before I was required to complete a second verification.

However, I must also say, in fairness, that Boomerang staff did help me determine which of my credit cards had actually been requested. The issue was that I made deposits via Apple Pay, and the card number displayed there had a different ending from the actual ending of my credit card. I was nevertheless able to prove this through the corresponding debit shown on my bank statement. The same applies to the deposits made via PaySafe, for which a complete transaction history is also available.

At present, the verification is only being delayed because of the "Proof of Address." I have already submitted this several times, especially considering that in Germany it is common for the address to be stated on the identity card. In addition, I submitted an official bank statement in PDF format issued directly by my bank. I have complied with all requested requirements.

I am even willing to publicly commend Boomerang Casino and state this openly if they handle this matter fairly and reasonably. To be honest, I have to say that the gaming system itself does work and that it is in fact possible to win there. However, the payout practices in cases involving very large sums appear extremely concerning.

Ich habe einige Screenshots beigefügt, damit sich auch eine außenstehende dritte Person selbst ein Bild machen kann. Daraus sind sowohl mein gesamter Gewinn als auch die Auszahlungen ersichtlich, die bereits erfolgt sind, bevor ich mich ein zweites Mal verifizieren musste.

Ich muss jedoch fairerweise sagen, dass Mitarbeiter von Boomerang mir dabei geholfen haben herauszufinden, welche meiner Kreditkarten überhaupt gemeint war. Das Problem bestand darin, dass ich per Apple Pay eingezahlt habe und dort eine andere Kartenendung angezeigt wird als die tatsächliche Endung meiner Kreditkarte. Dies konnte ich jedoch durch die entsprechende Abbuchung auf dem Kontoauszug nachweisen. Gleiches gilt für die Einzahlungen über PaySafe, zu denen ebenfalls ein vollständiger Transaktionsverlauf vorliegt.

Aktuell scheitert die Verifizierung nur noch am „Proof of Address". Diesen habe ich jedoch bereits mehrfach eingereicht, zumal es in Deutschland üblich ist, dass die Adresse auch auf dem Personalausweis vermerkt ist. Zusätzlich habe ich einen offiziellen Bankauszug als PDF-Datei direkt von meiner Bank eingereicht. Ich habe mich an alle Anforderungen gehalten.

Ich bin sogar bereit, Boomerang Casino öffentlich zu loben und dies auch transparent publik zu machen, sofern man mir in dieser Angelegenheit fair entgegenkommt. Ehrlicherweise muss ich sagen, dass das Spielsystem grundsätzlich funktioniert und man dort auch tatsächlich gewinnen kann. Die Auszahlungspraxis bei sehr hohen Summen wirkt jedoch äußerst beunruhigend.

I have attached several screenshots so that an independent third party can also review the situation and form their own opinion. These screenshots show both my total winnings and the withdrawals that had already been processed before I was required to complete a second verification.

However, I must also say, in fairness, that Boomerang staff did help me determine which of my credit cards had actually been requested. The issue was that I made deposits via Apple Pay, and the card number displayed there had a different ending from the actual ending of my credit card. I was nevertheless able to prove this through the corresponding debit shown on my bank statement. The same applies to the deposits made via PaySafe, for which a complete transaction history is also available.

At present, the verification is only being delayed because of the "Proof of Address." I have already submitted this several times, especially considering that in Germany it is common for the address to be stated on the identity card. In addition, I submitted an official bank statement in PDF format issued directly by my bank. I have complied with all requested requirements.

I am even willing to publicly commend Boomerang Casino and state this openly if they handle this matter fairly and reasonably. To be honest, I have to say that the gaming system itself does work and that it is in fact possible to win there. However, the payout practices in cases involving very large sums appear extremely concerning.

Good day,

Today I received yet another verification step, which is completely unjustified and amounts to harassment. Every day there's some new problem.

Since my Apple Pay is linked to my TF card, I've just attached two invoices from December 2025 and January 2026 as PDF files directly from the bank. I hope this verification process ends soon.

Guten Tag,

heute habe ich schon wieder den Nächsten Schritt der Verifizierung erhalten, der absolut ungerechtfertigt ist und wirklich schon Schikane ist. Jeden Tag gibt es irgendein neues Problem.

Da mein Apple Pay mit meiner TF-Karte verknüpft ist, habe ich eben gerade 2 Rechnungen von Dezember 2025 und Januar 2026 beigefügt als PDF Datei direkt von der Bank. Ich hoffe dass diese verifizieren bald ein ende nimmt.

The "proof of address" document was uploaded several days ago. I absolutely don't understand how they can request it again without verifying the previously submitted document?!

Die "Proof of Adress" Sache ist bereits seit mehreren Tagen hochgeladen worden. Ich verstehe absolut nicht wie man erneut was verlangt und das vorher eingereichte Dokument nicht bestätigt?!

Dear LankowGambler,

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, Samuel, (samuel.s@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,

Karla Mayfly

Karla,

Thank you for your work. And I look forward to hearing positive news from Samuel.

Here is a current screenshot of my real money balance.

Additionally, I would like to know when I will receive a response and what the next steps are?

Karla,

ich danke dir für deine Arbeit. Und freu mich auf positive Nachrichten von Samuel.

Hier ist ein aktueller Screenshot meines Echtgeld Guthabens.

Zusätzlich würde ich gerne wissen, wann ich eine Antwort erhalte und wie es jetzt weitergeht?

Dear LankowGambler,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Boomerang Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Boomerang Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in the player’s withdrawal due to pending verification.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

I must contact you again because another extremely suspicious incident has occurred.

My account was credited with €170 around 2:00 AM, without my authorization. I have no way of knowing the origin of this credit.

My verification status is now fully complete and marked accordingly in green in my account. It is therefore all the more incomprehensible to me that the case is still not closed and that internal investigations are apparently still underway.

In addition, I would like to explicitly clarify once again that I achieved 100% of my profits without bonus money and without actively using bonuses.

A VIP employee informed me that the €170 was supposedly a tournament win. However, I don't recall participating in a tournament the previous day. Furthermore, it's crucial for me that a tournament win doesn't constitute a deposit on my part. If this is indeed an internal credit, it must be clearly, transparently, and correctly identified as such.

Given the overall situation and the amount of the outstanding balance, this transaction is extremely worrying for me. I therefore request a precise explanation of where these 170 euros came from, why they were debited overnight, and whether this transaction will in any way be used against me, my withdrawal, or my account verification.

I have also fully documented this process.

Ich muss mich erneut melden, da sich ein weiterer äußerst auffälliger Vorgang ereignet hat.

Auf meinem Konto wurden nachts gegen 2:00 Uhr 170 Euro gutgeschrieben, ohne dass diese Buchung von mir veranlasst wurde. Die Herkunft dieser Gutschrift ist für mich nicht nachvollziehbar.

Mein Verifizierungsstatus ist mittlerweile vollständig abgeschlossen und im Konto entsprechend grün markiert. Umso unverständlicher ist es für mich, dass der Fall weiterhin nicht abgeschlossen wird und offenbar noch interne Prüfungen laufen sollen.

Zusätzlich stelle ich nochmals ausdrücklich klar, dass ich meine Gewinne zu 100 % ohne Bonusgeld und ohne aktive Bonusnutzung erzielt habe.

Ein VIP-Mitarbeiter teilte mir mit, bei den 170 Euro handele es sich angeblich um einen Turniergewinn. Ich kann mich jedoch nicht daran erinnern, am Vortag an einem Turnier teilgenommen zu haben. Außerdem ist für mich entscheidend, dass ein Turniergewinn keine Einzahlung meinerseits darstellt. Sollte es sich tatsächlich um eine interne Gutschrift handeln, muss diese auch klar, transparent und korrekt als solche ausgewiesen werden.

Angesichts der Gesamtsituation und der Höhe des ausstehenden Guthabens ist ein derartiger Vorgang für mich äußerst besorgniserregend. Ich bitte daher um eine präzise Erklärung, woher diese 170 Euro stammen, warum diese nachts verbucht wurden und ob diese Buchung in irgendeiner Weise gegen mich, meine Auszahlung oder meine Kontoprüfung verwendet werden soll.

Auch diesen Vorgang habe ich vollständig dokumentiert.

Hello Samuel, hello Franklin,

Thank you for your detailed messages and for your patience throughout this process.

First of all, we would like to reassure you that your case is actively being handled. At the moment, all the documents and information you have provided have been forwarded to the relevant team for a final review. This is a standard procedure, especially in cases involving higher withdrawal amounts, where additional verification steps may be required to ensure full compliance and security.

We understand that the process may feel lengthy, and we truly appreciate your cooperation so far. Please be assured that there is no intention to delay your withdrawal unnecessarily. Once the review is completed, the next steps regarding your payouts will be communicated to you without delay.

Regarding your account status, we are currently verifying the latest updates internally to confirm that everything is fully completed. As soon as we receive confirmation from the verification team, we will provide you with a clear update.

We kindly ask for a bit more patience while this final stage is being processed. Your case remains a priority, and we will keep both you and the Casino Guru team informed as soon as there is any progress.

Kind regards,

Boomerang Casino Team

Hello Franklin,

thank you for your detailed explanation and for the comprehensive update regarding your situation.

Dear Boomerang Casino,

thank you for your response and for confirming that the case is currently under final review. I appreciate the clarification and will now wait for your next update once the verification team has completed their assessment.

In addition, could you please check and clarify the following points for the player:

• whether cryptocurrency withdrawals (e.g. Bitcoin) are available for this account,
• if so, what the applicable withdrawal limits and processing conditions would be for crypto payouts.

I will await your further update.

Hello Samuel, hello Boomerang Casino Team,

Thank you for your feedback.

First, I'd like to say that I greatly appreciate the casino's personal and direct response to my case. If I came across as impatient at times in my previous messages, I sincerely apologize. However, I believe my concern is understandable given the amount involved.

Based on your recent feedback, I understand that my case is in its final stages of review. I would therefore appreciate a more detailed explanation of the next steps.

In particular, I request confirmation of the following points:

Is my verification process now fully complete?

Within what specific timeframe can the final examination be expected to be completed?

How should the payout of a credit balance of this amount be practically handled?

If crypto withdrawals, especially in Bitcoin, are possible for my account: What specific limits, conditions, and processing procedures apply in this case?

Additionally, I would like to point out that my game history clearly shows that I have already wagered very high amounts. Based on my spins alone, it should be obvious that my total turnover is well over €300,000. The casino can easily verify this internally.

That's precisely why I'm also requesting specific and proportionate information regarding the future payout. If the payout is indeed only made in very small daily or monthly limits, such as €500 per day or €7,000 per month, a payout of this amount would extend over many months – even years. This would clearly be disproportionate to the amount of the available balance.

I therefore request a clear statement regarding the payment model to be used in my case and what realistic solution is planned for a payment in larger, reasonable amounts.

PS:

Regarding my previous comment about the 170 euros, I would like to make a clarification:

This matter has since been resolved. I have also received confirmation via email that the 170 euros were tournament winnings, which were credited to my account.

That clarifies this particular process for me.

Best regards

Franklin Warda

Hallo Samuel, hallo Boomerang Casino Team,

vielen Dank für Ihre Rückmeldung.

Zunächst möchte ich sagen, dass ich es grundsätzlich sehr schätze, dass sich das Casino nun persönlich und direkt zu meinem Fall äußert. Falls ich in meinen vorherigen Nachrichten zeitweise ungeduldig gewirkt habe, möchte ich mich dafür in angemessener Form entschuldigen. Ich denke jedoch, dass meine Sorge bei einem Betrag in dieser Größenordnung nachvollziehbar ist.

Nach Ihrer aktuellen Rückmeldung entnehme ich, dass sich mein Fall in der abschließenden Prüfung befindet. Ich bitte daher nun um eine möglichst konkrete Einordnung des weiteren Ablaufs.

Insbesondere bitte ich um Bestätigung der folgenden Punkte:

Ist meine Verifizierung inzwischen vollständig abgeschlossen?

Innerhalb welches konkreten Zeitraums ist mit dem Abschluss der finalen Prüfung zu rechnen?

Wie soll die Auszahlung eines Guthabens in dieser Höhe praktisch abgewickelt werden?

Falls Krypto-Auszahlungen, insbesondere in Bitcoin, für mein Konto möglich sind: Welche Limits, Bedingungen und Bearbeitungsabläufe gelten in diesem Fall konkret?

Ergänzend möchte ich darauf hinweisen, dass aus meinem Spielverlauf ersichtlich ist, dass ich bereits sehr hohe Beträge umgesetzt habe. Allein anhand meiner Spins dürfte klar erkennbar sein, dass der gesamte Umsatz deutlich über 300.000 Euro liegt. Das Casino kann dies intern ohne Weiteres nachvollziehen.

Gerade deshalb bitte ich zusätzlich um eine konkrete und verhältnismäßige Auskunft zur späteren Auszahlung. Sollte die Auszahlung tatsächlich nur in sehr kleinen täglichen oder monatlichen Limits erfolgen, etwa 500 Euro pro Tag oder 7.000 Euro pro Monat, würde sich die Auszahlung einer Summe in dieser Größenordnung über sehr viele Monate - sogar Jahre erstrecken. Das stünde ersichtlich in keinem angemessenen Verhältnis zur Höhe des vorhandenen Guthabens.

Ich bitte daher um eine klare Mitteilung, nach welchem Auszahlungsmodell in meinem Fall verfahren werden soll und welche realistische Lösung für eine Auszahlung in größeren, angemessenen Beträgen vorgesehen ist.

PS:

Bezüglich meines vorherigen Hinweises zu den 170 Euro möchte ich eine Klarstellung vornehmen:

Dieser Punkt hat sich inzwischen aufgeklärt. Mir wurde zwischenzeitlich auch per E-Mail bestätigt, dass es sich bei den 170 Euro um einen Turniergewinn handelte, der meinem Konto in Form einer Gutschrift gutgeschrieben wurde.

Damit ist dieser einzelne Vorgang für mich geklärt.

Beste Grüße

Franklin Warda

Dear Franklin,

Thank you for your patience.

We have received confirmation from the relevant team that the verification process has been successfully completed, and you should have already been informed about this as well.

Further instructions and details regarding the next steps will be communicated to you via email.

We would appreciate it if you could update us here in the complaint once the process is fully completed.

Thank you for your cooperation.

Kind regards,

Boomerang Casino Team

Hello everyone,

Dear Boomerang Casino,

thank you for your update and for confirming that the verification process has been successfully completed. Your cooperation is appreciated.

Dear Franklin,

thank you for your detailed message as well. At this stage, please wait for the email from the casino with further instructions regarding the next steps and the payout process.

Once you receive it, kindly share the details here so we can review the proposed solution together and ensure everything is handled appropriately.

I will continue monitoring the case.

Screenshot taken by my iMac

Screenshot aufgenommen durch meinen iMac

Hello everyone,

Dear Franklin,

thank you for the detailed update and for explaining your current situation so clearly.

I understand your concerns regarding the withdrawal limits and the overall timeframe for receiving the full balance. At this stage, however, it is important to first see how the casino proceeds with the initial withdrawals and what exact instructions or conditions they provide via email.

Dear Boomerang Casino,

could you please clarify the applicable withdrawal limits and payout structure for this specific case, especially considering the player’s balance and previous VIP status? Additionally, if there is any possibility to review or adjust the payout plan in such cases, your clarification would be appreciated.

For now, Franklin, please continue with the withdrawals and keep me updated on their processing (both the €2,000 and €500 requests). Once we see how the payments are handled in practice, we can better assess the situation and discuss possible next steps if needed.

I will continue monitoring the case.