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Complaint Against Boomerang Bet – Unjustified Winnings Limitation

I would like to request Casino Guru’s assistance with a dispute regarding my bonus and the subsequent reduction of my winnings by Boomerang Bet.

I deposited 10,000 HUF and received an 18,000 HUF bonus, giving me a total starting balance of 28,000 HUF.

According to the screenshot from my account, I had a wagering requirement of approximately 847,823 HUF. This is consistent with approximately a 30x wagering requirement based on the combined 28,000 HUF deposit and bonus amount.

I completed the wagering requirement.

After completing it, my balance reached approximately 3,936,000 HUF. I have a screenshot showing this balance.

However, Boomerang Bet subsequently reduced my balance to 36,000 HUF, stating that the bonus was subject to a maximum payout limit.

I have reviewed the Terms and Conditions and the bonus terms available to me. I have found the following provision:

"Any deposit bonus has a 35x wagering requirement. The maximum payout limit for such bonuses is 10 times the bonus amount received."

However, this description does not match the specific bonus I received.

The wagering requirement shown in my account was approximately 30x, not 35x. The screenshot shows approximately 847,823 HUF to be wagered, which is consistent with approximately 30x the combined 28,000 HUF deposit and bonus amount.

Therefore, I do not believe the quoted 35x bonus rule is the rule applicable to my specific bonus.

More importantly, after reviewing the available terms, I have not found any bonus description that matches the specific bonus I received and establishes a 36,000 HUF maximum payout.

There is also a significant issue with the amount of the alleged maximum.

The bonus I received was 18,000 HUF. Even if the quoted rule stating that the maximum payout is 10 times the bonus amount were applicable, this would result in:

18,000 HUF × 10 = 180,000 HUF

It does not result in a 36,000 HUF maximum.

Therefore, I have been unable to identify any applicable term that explains how Boomerang Bet arrived at the specific amount of 36,000 HUF.

I also contacted Boomerang Bet via live chat. I was told that they are "working on these things, but this is how it currently works." I do not believe that the current operation of their system is sufficient grounds for applying a limitation that was not clearly stated in the terms applicable to the specific bonus I accepted.

The important issue here is not whether Boomerang Bet has maximum payout rules for some bonuses. The issue is whether such a maximum was applicable to the specific bonus I accepted, and if so, where this was stated in the terms applicable to that bonus.

I am therefore requesting the restoration of my full balance of approximately 3,936,000 HUF, as I have not been provided with an applicable term that establishes a lawful 36,000 HUF maximum for my specific bonus.

I am not claiming that every Boomerang Bet bonus is necessarily free of maximum payout restrictions. My complaint is specifically that the terms I received and accepted do not appear to contain a maximum that matches the bonus I actually received or the 36,000 HUF amount that was applied to my account.

There is also relevant history with this operator. My partner previously experienced a similar issue with Boomerang Bet, and that case was successfully resolved in our favour with the assistance of Casino Guru.

I can provide the following evidence:

a screenshot showing the bonus and the wagering requirement of approximately 847,823 HUF;

a screenshot showing my balance of approximately 3,936,000 HUF;

screenshots/records of the live chat;

the relevant bonus terms and Terms and Conditions;

any additional account or transaction information required.

I would greatly appreciate Casino Guru reviewing the case and determining whether Boomerang Bet was entitled to reduce my balance to 36,000 HUF under the terms applicable to my specific bonus.

If no such applicable limitation exists, I kindly ask for your assistance in obtaining the restoration of my full balance of approximately 3,936,000 HUF.

Thank you for your assistance.

Best Regards,

David

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Hello,

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

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

• Could you please share any promotional materials for the particular promotion you participated in?
• Send emails or chat transcripts of your communication with the casino when you confronted them with the inconsistencies you refer to to my email at tomas@casino.guru, or post screenshots here
• What do the rules of the bonus say regarding the maximum win/ cashout from the bonus?

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear David94,

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,

Tomas