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I would like to file a complaint regarding delayed withdrawals and unfair withdrawal limitations.

In April, I requested withdrawals totaling €7,000, which is my current monthly withdrawal limit. However, I have only received €4,500, and €2,500 remains unpaid.

According to the casino’s rules, my account is limited to €500 per day. However, this limit has not been applied consistently. There were several days when no payments were processed, specifically on the 21st, 22nd, 23rd, 25th, and 26th of April.

Due to these delays, I am unable to fully use my monthly withdrawal limit, even though I followed all rules and submitted my requests on time. This effectively reduces my ability to withdraw my own funds.

Additionally, my withdrawal limits have been significantly reduced over time. Previously, my account had a monthly withdrawal limit of €50,000, which was later reduced to €30,000( after 2 days won), and is now reduced to €7,000( after 1 month). This is already a substantial limitation, and the ongoing delays make the situation even more unfair.

I have contacted customer support multiple times, and although they stated they would speed up the process, withdrawals remain inconsistent and delayed.

I have attached evidence including withdrawal records, chat communication, and bank statements.

I kindly request assistance in resolving this issue and ensuring my remaining withdrawals are processed promptly and fairly

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When was the last time you received a withdrawal from this casino?
• How did the casino explain the delay in processing your payments between 21 and 26 April?
• Has the casino paid out your withdrawals in accordance with your monthly limits in previous months?
• How did the casino explain the decrease in your VIP level that led to a reduction in your withdrawal limits?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your response.

I would like to clarify that in March, I was able to withdraw €7,000 without any issues, and all payments were processed smoothly within the expected timeframe.

However, in April, despite having the same €7,000 monthly withdrawal limit, I have only received €4,500 so far. The payments have been inconsistent, with significant delays and gaps between them.

Some of my withdrawals have now been pending for more than 192 hours, and the requests from 21.04 and 24.04 are still not processed.

Due to these delays and the 96-hour processing time per withdrawal, I am unable to reach the monthly limit, which effectively means I am losing the ability to withdraw the full amount for this month.

Additionally, my withdrawal limits were reduced very quickly after my win (from €50,000 to €30,000 within a few days, and then to €7,000 within a short period), which raises concerns about fairness and consistency.

I would appreciate your assistance in resolving this issue and ensuring that the remaining payments are processed without further delay.

Best regards

Dear LuckyM87,

Thank you for bringing this matter to our attention.

Please note that your withdrawal limits are €500 per 24 hours and €7,000 per month. The system assigns withdrawal limits automatically based on your account activity. Your VIP level is based on your activity over the last 90 calendar days before a withdrawal request and may change depending on your deposits, withdrawals, and bonuses.

From our side, we can see that in April you created a total of 11 withdrawal requests. Out of these, €4,000 has already been successfully paid, and €1,500 is currently in progress. These pending withdrawals are marked as priority in our system and should be completed within the next few days.

At the moment, we are experiencing a high volume of withdrawal requests, which may occasionally cause minor delays. However, we always strive to process all payments as quickly as possible.

Thank you for your patience and understanding.

Kind regards,

Boomerang Casino Team

Hello,

I would like to raise a concern regarding my withdrawals.

Some of my withdrawal requests have now been pending for more than 216 hours, and there have been multiple days without any payments at all. As of today (30.04), there is still no further payment.

Because of these delays, I have only been able to withdraw €4,000 this month instead of the €7,000 monthly limit. The remaining €3,000 has not been paid, and this is entirely due to processing delays on the casino’s side, not mine.

Could you please clarify how the casino intends to resolve this delay?

Also, is it possible to carry over the remaining €3,000 to the next month? If not, this would result in a significant loss of my allowed withdrawals due to circumstances beyond my control.

I would appreciate a clear solution and timeframe.

Additionally, I am concerned that if similar delays continue, it may not be possible for me to fully utilize my monthly withdrawal limit in future months as well.

Could you please clarify how the casino ensures that players are able to receive their full monthly withdrawal limits despite processing delays?

Dear LuckyM87,

Thank you for bringing this matter to our attention.

We have taken your case into review and will conduct an internal investigation together with the relevant teams responsible for withdrawal processing. The goal is to fully understand the delays you’ve experienced and how they have impacted your ability to utilize the monthly withdrawal limit.

As soon as we receive a complete report and clarification from the responsible departments, we will return to you with a detailed update.

Thank you for your patience and understanding.

Kind regards,

Boomerang CasinoTeam

Dear LuckyM87,

We have reviewed your recent withdrawal activity and would like to highlight the following:

€500 – requested on 01.05.2026, processed on 04.05.2026

€500 – requested on 02.05.2026, processed on 04.05.2026

€500 – requested on 04.05.2026, processed on 04.05.2026

As you can see, these requests were processed within or faster than the standard timeframe of up to 96 business hours, and in some cases even on the same day.

While the Terms & Conditions allow up to 96 business hours for processing, our team always aims to complete withdrawals as quickly as possible, and your recent transactions reflect this effort. Please note that "business hours" refer to working hours (Monday–Friday, 6 AM to 5 PM GMT), not calendar time

We have also reviewed your previous withdrawal history and can confirm that there were no violations of the processing timeframes. While some withdrawals may have taken longer than others, all of them were processed within the maximum period of up to 96 business hours.

Thank you for your understanding and cooperation.

Kind regards,

Boomerang Casino Team

Hello Boomerang Casino Team

Thank you for your clarification and for the recent improvement in processing times. I truly appreciate that the casino has started pushing withdrawals through more quickly after the issue was raised multiple times, and I sincerely hope this smoother pace can continue consistently going forward.

However, I would also like to point out that some earlier withdrawals experienced significantly longer delays. For example, withdrawal requests submitted on 21.04 and 24.04 were only paid on 01.05. Because of these delays, although my monthly withdrawal limit in April was €7,000, I was practically only able to withdraw around €4,000 during that month.

As a result, I effectively lost the ability to utilize approximately €3,000 of my monthly withdrawal limit due to processing times beyond my control.

Therefore, I would like to ask whether there is any possible solution regarding this situation. For example, would it be possible for the unused portion of the April withdrawal limit to somehow be carried over or otherwise fairly considered during May?

My concern is not only about whether withdrawals technically fit within the stated timeframe, but also whether the monthly withdrawal limit can realistically be utilized in practice.

Thank you again for your time and assistance.

Kind regards

Dear Boomerang Casino Representative,

Thank you very much for joining this complaint thread and assisting the player. While I understand the casino refers to the maximum processing time of up to 96 business hours, the main concern remains whether the withdrawal system allows players to realistically utilize their monthly withdrawal limits in practice.

Since the player’s withdrawal limit is €500 per 24 hours and €7,000 per month, combined with a processing timeframe of up to 96 business hours per request, please clarify:

• How can a player realistically withdraw the full monthly limit if withdrawals are not processed daily or if several requests remain pending for multiple business days?
• Does the casino offer any solution in cases where players lose access to part of their monthly withdrawal allowance solely due to processing speed on the casino’s side?
• Can the unused portion of the April monthly withdrawal limit (€3,000) be exceptionally considered or otherwise compensated in May, given that the player submitted requests within the applicable period?

Dear LuckyM87,

• Did you submit withdrawal requests continuously throughout April as soon as you became eligible for a new €500 withdrawal?
• Were any withdrawals cancelled by you, reversed back to the casino balance, or re-requested?

Hello Veronika,

Thank you for your message and for looking deeper into this matter.

Yes, throughout April I continuously submitted withdrawal requests as soon as I became eligible for a new €500 withdrawal.

I did this specifically because I was trying to fully utilize my monthly withdrawal limit within the allowed period.

I can also confirm that I did not cancel, reverse, or re-request the withdrawals in question. The delays occurred while the requests were pending on the casino’s side.

For example:

Withdrawal requests submitted on 21.04 and 24.04 were only received on 01.05.

The withdrawal request submitted on 27.04 was only received on 04.05.

As a result, although my monthly withdrawal limit for April was €7,000, I only actually received around €4,000 during April and effectively lost access to approximately €3,000 of the monthly limit due to the processing delays.

I would also like to emphasize that during February and March, withdrawals were processed smoothly and without any significant issues, and I was able to utilize the withdrawal system normally during that period. The difficulties only began during April when processing times became significantly slower.

Because of these delays, despite having a €7,000 monthly withdrawal limit, I was practically unable to fully utilize it during April.

I sincerely hope that the withdrawal process during May will continue more smoothly and without the same issues experienced in April. I also do not know whether it would be possible for the casino to somehow consider or carry over the approximately €3,000 portion of the April limit that I was practically unable to use due to the delays.

I also appreciate that withdrawal requests submitted on 01.05 and 04.05 were processed more quickly, which is a positive improvement compared to the delays experienced during April.

Thank you again for your assistance and for examining the practical impact these processing times have on the usability of the monthly withdrawal limit.

Kind regards,

LuckyM87

Dear Veronika, dear LuckyM87,

Thank you for your detailed messages and for your patience while we reviewed this matter.

Please allow us to clarify the points raised:

Regarding the ability to utilize the monthly withdrawal limit

A player can realistically reach the monthly withdrawal limit by submitting withdrawal requests in line with the daily limit (€500 every 24 hours). Accordingly, by consistently initiating withdrawals over a period of time (for example, across 14 days), it is possible to reach the €7,000 monthly limit.

Regarding the carry-over of unused limits

Withdrawal limits are defined by the casino’s Terms & Conditions and are applied accordingly. At this time, carrying over or compensating the unused portion of a monthly limit is not provided as a standard practice.

However, from our side, we have initiated an internal request to the casino management to review a possible increase of your May withdrawal limit by €4,000, reflecting the unused portion from April. While we cannot guarantee that this increase will be approved, please be assured that we have taken all possible steps from our side to escalate and review your case.

Any further updates regarding a potential limit adjustment will be reflected in your account and communicated to you directly by our support team.

Thank you for your understanding and cooperation.

Kind regards,

Boomerang Casino Team

Dear Team,

Thank you for your detailed clarification and for escalating my case internally regarding the possible increase of my May withdrawal limit.

I truly appreciate the efforts made by both the casino team and Veronika to review the practical impact that the April processing delays had on my ability to fully utilize the monthly withdrawal limit.

I understand that carry-overs are not part of the standard Terms & Conditions. However, I sincerely appreciate that the casino is at least reviewing a possible adjustment in light of the exceptional delays experienced during April.

At the moment, withdrawals are continuing to be processed approximately every 96 hours, so the issue is no longer about a complete lack of payments. My main concern remains the overall consistency of the withdrawal process and whether the unused portion from April can ultimately be fairly addressed during May.

For now, I will continue monitoring the withdrawal process and await further updates regarding the possible limit adjustment.

Thank you again for your assistance 

LuckyM87

Dear Boomerang Casino Representative,

Thank you for your clarification and for escalating the player’s case regarding the possible adjustment of the May withdrawal limit.

Dear LuckyM87,

Thank you for the update as well. At this stage, since the withdrawals are continuing to be processed and the casino has confirmed that the matter was escalated for further review, I would like to ask both parties to keep us updated regarding any final decision about the possible increase of the May withdrawal limit and the overall consistency of the withdrawal processing moving forward.

Dear Veronika,

Thank you for the update and for continuing to monitor the situation.

I appreciate that the matter regarding the April shortfall and the possible May adjustment is still under review. Since the delays had a direct impact on my ability to fully use the monthly withdrawal limit, I hope the casino will reach a fair resolution regarding the remaining €3,000.

For now, I will continue monitoring the withdrawal processing times and await the casino’s decision

Thank you again for your assistance and support throughout this process.

Best regards,

LuckyM87

Dear Veronika,

I would also like to add an important observation regarding the consistency of the withdrawal process.

For my most recent withdrawal request submitted on 14/05/2026, I intentionally did not contact the VIP manager or customer support for follow-up, as I wanted to see whether the withdrawal would be processed smoothly without additional intervention from my side.

However, the withdrawal has again exceeded the stated 96 business-hour timeframe and remains pending. This reinforces my concern that the withdrawal process is still not operating consistently in practice and often appears to require active follow-up in order to progress.

Combined with the unresolved issue regarding the unused portion of my April withdrawal limit, I believe these concerns remain valid and unresolved at this stage.

Thank you again for your continued assistance and review of the matter.

Best regards,

LuckyM87

Dear LuckyM87

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, Michal (michal.k@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,

Veronika

Dear Veronika,

I would like to provide a small update regarding the withdrawal mentioned in my previous message.

The withdrawal request submitted on 14/05/2026 was ultimately processed and paid on 20/05/2026. However, the processing time still exceeded the stated timeframe and involved a significantly longer waiting period than expected.

In addition, I contacted the live chat support on 19/05/2026 to follow up regarding the withdrawal, and the payment was then processed on 20/05/2026. This further reinforces my concern that withdrawals often appear to require active follow-up from the player’s side before progress is made.

Therefore, while I confirm that the payment was eventually received, my concern regarding the overall consistency and predictability of the withdrawal process remains unchanged.

Thank you again for your continued assistance.

Best regards,

LuckyM87

Hello LuckyM87,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will continue to moderate this case until an appropriate resolution is found.

Dear Boomerang Casino Representative,

Could you please address the player’s concerns regarding the consistency of the withdrawal process?

Additionally, do you have any updates regarding the possibility of accommodating the player by allowing a higher number of withdrawals, as discussed above?

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 LuckyM87,

Please accept my apologies for the delayed response due to my unexpected absence over the past few days.

Unfortunately, I have not yet received a response from the casino team through our usual communication channels, which is both surprising and disappointing. Nevertheless, I will attempt to contact the casino through alternative means in the hope of obtaining their position on the matter.

As our objective is always to clarify and resolve complaints whenever possible, rather than leave them unresolved, I will extend the timer for a few additional days to allow the casino further opportunity to respond.

I remain hopeful that the casino will provide the necessary information shortly, and I will keep you informed of any developments.

Dear Michal,

Thank you for your update and for your continued efforts.

For your information, I have now successfully reached my regular monthly withdrawal limit of €7,000. However, I am still awaiting clarification regarding the unused portion of my April withdrawal limit, which remains the main subject of this complaint.

Thank you again for your assistance, and I look forward to an updates.

Kind regards,

LuckyM87