BOOMERANG BET Casino - Povlačenje igrača je odloženo bez objašnjenja.

I requested a withdrawal of approximately EUR 3,300 to the same cryptocurrency wallet I used to deposit. My deposit and withdrawal methods therefore match, which is the standard anti-money-laundering requirement.

I have fully completed KYC — both identity and address verification were approved — and I have provided documentation proving ownership and control of the originating wallet.

Despite being fully verified, the casino refuses to pay out to my wallet. Paying a withdrawal back to a different method than the verified originating source is inconsistent with proper AML practice, under which funds should be returned to the same verified source they came from. I am asking to be paid back to the same wallet I deposited from and have proven I own.

I have already submitted a formal written complaint to complaints@boomerang-bet.com under section 13 of their Terms and Conditions, which commits them to respond within 10 days. [Sent on (fecha) / No substantive resolution received.]

I have also asked the operator to identify their designated Alternative Dispute Resolution (ADR) provider, as required under their Anjouan licence conditions. They have not provided it.

I am asking for the withdrawal to be processed to my verified originating wallet, or for a clear written explanation of the specific term that prevents payment to a wallet I have proven I own and deposited from.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 the exact date when you requested the withdrawal?
• 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,

Attila

Hello Attila,

I never could withdraw with Boomberang bet, the amount retained also include my full deposit money.

This first deposit of 1000 USDT on 3rd December, I shared screen I guess of my tronlink wallet, I will share again.

the withdraw date attempt is 5th December, because account had 0 limits to bet anymore, so I took my money, 1000 euros was the max I could retire at that time, but the idea was to make many withdraw. Also sharing screen.

No, all the amount said it was after cleaning bonus, not mixing up nothing related with casino OR similar.

Also I can say that I passed KYC control of my identity over the month and they started to ask about proofs of tronlink wallet. I told them many times you don’t have a document from tronlink as it is decentralized wallet, shared screens of the deposit like here, renammed the wallet with my own name to show it, I requested friends who used Boomerang bet in the past and they didnt have any issues with the exact same Tronlink.

And even, taking two weeks for an answer and not anwering questions as designed ADR. I don’t know why but I feel like they want to target me to not pay the money out.

Hi CasinoGuru this is the answer provided by their complaints team after my email. I understand nothing.

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, Stefan (stefan.m@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,

Attila

Dear Joselitormb,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BOOMERANG BET Casino to join this conversation and assist in addressing the complaint.

Dear BOOMERANG BET Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Joselitormb,

Thank you for contacting us.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.18 If an Account Holder does not log into his Account for a period of 180 (one hundred eighty) days, the Account will be considered as Inactive Account. Each Month we may charge 5 EUR (five) as an administration fee while the Account remains Inactive. We have the right to change the monthly administrative fee on our own discretion without notice. If the Account balance is less than 5 EUR (five), the entire amount will be charged. When the balance reaches zero, no more administrative fees shall apply.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.

Kind regards,

Boomerang-Bet Casino Team

Dear BOOMERANG BET Casino,

Thank you for your response.

We are unable to understand how the player's entire balance was confiscated based on the clause you quoted. According to your Terms and Conditions, the inactivity fee is limited to €5 per month, or the remaining balance only if it is less than €5.

Could you therefore please explain how the player's full balance was deducted and provide a detailed breakdown of the inactivity fees applied to the account? At first glance, this appears to be inconsistent with the Terms and Conditions you have referenced.

I look forward to your response.

Dear Joselitormb, dear Stefan,

Thank you for your patience.

We can confirm that the player’s balance has been reinstated, with the exception of the inactivity fees applied in accordance with Section 6.18 of our Terms and Conditions (€5 per month for the applicable inactive period).

Kind regards,

Boomerang-Bet Casino Team

Dear Joselitormb,

Thank you for your patience.

Could you please confirm whether the funds have been returned to your casino account, minus the inactivity fees applied in accordance with the casino's Terms and Conditions?

If everything has been restored correctly, could you also let us know whether we may proceed with closing the complaint as resolved?

I look forward to your response.

Hi @Stefan . First of all thanks for the time you are taking trying to solve this.

Second, Talking about this confiscation, strictly talking is not my fault because the account is locked by them, not inactive by my own intention. Anyway I will be happy if they would be restating my account charging 7 months fee so 35 euros.

The case they are not trying to solve this at all. Because when I saw this update today about restated money, I still have my account under review and have no access, so nothing changed really. They are just saying money is back, but if they don’t pay me, what about?

The objective is to get paid in my crypto wallet or identify ADR to raise this issue, and they made none of this. I am looking forward to fix it ASAP but it is clear that they don’t want to collaborate.

Forgot to share, still account under review

Dear BOOMERANG BET Casino,

Could you please explain why the player's account is still under review? Additionally, please let us know what steps, if any, the player must complete in order to regain access to the account and withdraw their remaining funds.

I look forward to your response.

Dear Joselitormb, dear Stefan,

Thank you for your patience.

We have forwarded the request to the relevant department and are currently awaiting further clarification regarding this case. We will provide an update as soon as we receive additional information.

Kind regards,

Boomerang-Bet Casino Team

Dear BOOMERANG BET Casino,

I hope this message finds you well.

In your previous response, you stated that the player's balance had been reinstated. However, according to the player, their account remains under review, they are unable to access it, and therefore cannot confirm that the balance has been restored or withdraw the funds.

We kindly ask you to unlock the player's account at your earliest convenience.

Additionally, could you please clarify why the player was charged an inactivity fee of €5 per month while their account was under review and inaccessible?

Thank you for your continued cooperation.

I look forward to your response.

Dear Stefan,

We have requested further clarification from the relevant department regarding the points you raised.

We will provide an update as soon as we receive the response.

Kind regards,

Boomerang-Bet Casino Team

Dear BOOMERANG BET Casino,

Thank you for your response and for your continued cooperation.

We appreciate the update. Please keep us informed of any developments and provide us with the requested clarification as soon as it becomes available.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

We would like to confirm that the player’s balance has been restored. As for the player’s inability to access the account, the matter is currently being reviewed by the relevant department. We are awaiting further clarification and will provide an update as soon as we receive additional information.

Kind regards,

Boomerang-Bet Casino Team

Dear Joselitormb,

We have received confirmation that your account has been unlocked and you should now be able to access and use it as usual.

If you continue to experience any issues accessing your account, please let us know.

Kind regards,

Boomerang-Bet Casino Team

Dear Joselitormb,

Thank you for the update.

Could you please confirm whether you are now able to access your account and whether the remaining funds are visible in your casino balance?

If so, please let us know how you would like to proceed. If you are satisfied with the resolution, we can close the complaint as resolved. However, if you would prefer to withdraw the remaining funds first, we will keep the complaint open until the withdrawal has been successfully processed.

I look forward to your response.

Dear Joselitormb,

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.

Hi Stefan, account was available. Money was credited as new deposit and was requested to play full amount in casino with some loses. 2600 euros around to withdraw I did last week 1 of 500 because is max possible to do, and requested another 500 on Monday, still didnt receive it

Dear Joselitormb,

Thank you for your response and cooperation.

Please let us know once you have received the full amount.

I look forward to your response.

Dear Joselitormb,

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.

Hi Stefan, still waiting for the total of the money, around 560 euros. 1 withdraw of 500 takes around 5 days to process

Dear Joselitormb,

Thank you for the update.

Could you please keep us informed and let us know once you receive the next payment, or once the final payment has been processed and you have received the full remaining amount?

We will keep the complaint open in the meantime and wait for your confirmation.

Thank you for your cooperation.

Dear Joselitormb,

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.

Hi Stefan, all funds have been received. I really appreciate your time and patience with this matter. I invite Boomerang bet to review their processes, 8 months to pay this money out, 7 days for each withdrawal is insane.

thanks for all

jose

Dear Joselitormb,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru