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Hello, I registered with the casino on August 10th and deposited Bitcoins worth EUR 397.64. I received the first deposit bonus and successfully completed the wagering requirements. As a result, I had about EUR 1500 in my casino account. On August 11th, I uploaded my documents for verification. The copy of my ID was rejected with the note: Information on the document differs from the information in the profile. My verification showed that the month of birth in my profile was incorrect (07 instead of 02). I then contacted support and VIP support informed me that they had corrected the correct date of birth. On August 12th, I found out that my account had been deactivated. Contact with VIP support revealed that my account had been closed by decision of the administration and that they would take care of the funds in the account. Today I asked again and again received no information as to why my account had been deactivated. I was told that my deposits were "returned" and my balance "written off". But I didn't get any money back. Please help me to withdraw my winnings. Regards Christian H***

Hallo, ich habe mich am 10. August bei dem Casino registriert und Bitcoins im Wert von 397,64 EUR eingezahlt. Ich habe den Ersteinzahlungsbonus erhalten und erfolgreich die Wettanforderungen durchlaufen. Im Ergebnis hatte ich ca. 1500 EUR auf meinem Casino Konto. Am 11. August habe ich meine Dokumente zum verifizieren hochgeladen. Die Kopie meines Ausweises wurde abgelehnt, mit dem Hinweis: Informationen zum Dokument unterscheiden sich von den Informationen im Profil. Meine Ünberprüfung hat ergeben, dass in meinem Profil der Geburtsmonat fehlerhaft war (07. anstelle von 02.) Daruafhin ahbe ich mich beim Support gemeldet und der VIP Support hat, mir mitgeteilt, dass er das richtige Geburtsdatum korrigiert hat. Am 12. August habe ich festgestellt, dass mein Konto deaktiviert wurde. Der Kontakt mit dem VIP Support ergab, dass mein Konto auf Entscheidung der Verwaltung geschlossen wurde und er sich um die Gelder auf dem Konto kümmern würde. Heute habe ich wieder nachgefragt und wieder keine Info erhalten, warum mein Konto deaktiviert wurde. Mir wurde gesagt, dass meine Einlagen "zurückgegeben" wurden und mein Guthaben "abgeschrieben". Ich habe aber kein Geld zurückbekommen. Bitte unterstützen Sie mich bei der Auszahlung meiner Gewinne. Gruß Christian H***

Dear Torkon2000,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any confirmation from the casino regarding successful verification before your account was closed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Hello Kristina,

Thanks for your answer.

I only played slots with the deposit and bonus money, mainly slots from Big Bass .. and Netent slots like Starburst etc.

I did not receive a verification confirmation. Very soon after uploading my ID copy, I received an email saying that the document had been rejected because it did not match the information in my profile and that I should contact support. This is what I did.

Unfortunately, I cannot prove that I entered the correct date of birth. A typo is always possible, but typing a "7" instead of a "2" is actually unlikely. Best wishes, Christian

Hallo Kristina,

danke für Deine Antwort.

Ich habe mit der Einzahlung und dem Bonusgeld nur Slots gespielt, hauptsächlich Slots von Big Bass .. und Netent Slots wie Starburst usw.

Eine Verifizierungsbestätigung habe ich nicht bekommen. Sehr schnell nach dem Upload meiner ID-Kopie habe ich die email bekommen, dass das Dokument abgelehnt wurde, weil es nicht zu den Angaben in meinem Profil passt und ich mich an den Support wenden soll. Dies habe ich auch getan.

Leider kann ich nicht nachweisen, dass ich das Geburtsdatum richtig angegeben habe, ein Tippfehler ist immer möglich, aber statt einer "2" eine "7" zu tippen ist eigentlich unwahrscheinlich. Gruß Christian

Thank you for your reply, Torkon2000. Could you please confirm that the rest of your personal information was correct?

Did you receive any explanation regarding the blocked account? Or was your account closed because your data wasn't correct?

Hello,

Yes, the rest of my personal information is correct.

There was no explanation for the account being blocked or deactivated. Only the statement that the administration had deactivated my account.

In the meantime, I was asked to provide my bank details. I gave these to support and the 398 EUR I had paid in was refunded to me. My winnings (approx. 1100 EUR) were not paid out.

Hallo,

ja meine restlichen persönlichen Daten sind korrekt.

Zur Kontosperrung bzw. Deaktivierung des Kontos hat es keine Erklärung gegeben. Nur dia Aussage, dass die Verwaltung mein Konto deaktiviert hat.

Mittlerweile wurde ich um die Angabe meiner Bankverbindung gebeten. Diese habe ich dem Support mitgeteilt und es wurden mir die eingezahlten 398 EUR zurückbezahlt. Mein Gewinn (ca. 1100 EUR) wurde nicht ausgezahlt.

Thank you very much, Torkon2000, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Torkon2000,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Boomerang-Bet.io Casino to the conversation to participate in the resolution of this complaint.

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 Torkon2000,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We have reopened this complaint at the request of Boomerang-Bet.io Casino. We received the following message:

"The account was closed by the anti-fraud system due to bonus abuse. The player was paid an amount equal to the total of their deposits."

Dear Boomerang-Bet.io Casino team,

We kindly request further clarification regarding the circumstances surrounding the bonus abuse mentioned. Your assistance in this matter would be greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by seven 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.

There's a delay due to technical difficulties. We will get back to you with an update soon.

Dear Torkon2000,

The casino informed us that you will be requested to provide updated documents. If the verification is successfully completed, the full amount of your winnings will be returned but your account will be permanently blocked.

Hello, thank you so much for reactivating my request. I have just sent the newly requested documents (ID, proof of address and selfie) to casino support via email.

I'll gladly provide information about the next steps. Regards, Christian

Hallo, vielen Dank, dass mein Anliegen wieder aktiv wurde. Ich habe soeben die neu angeforderten Dokumente (Ausweis, Adressnachweis und Selfi) an den Casino Support per email gesendet.

Ich informiere gern über die weiteren Schritte. Gruß Christian

Thank you Christian,

Let's wait for the casino's response.