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Complaint against Boomerang – Remaining balance confiscated after successful withdrawal and account closure

I am submitting this complaint regarding the closure of my Boomerang account and the confiscation/non-payment of my remaining balance.

The dispute dates back to April 2026.

At the time, my account had a balance of approximately €20,800. I requested withdrawals from my account, and one of my withdrawals was successfully processed and paid.

After that successful withdrawal, I still had a substantial remaining balance in my Boomerang account.

Shortly afterward, Boomerang closed my account and refused to pay the remaining balance.

When I contacted support, I was initially told that the account had been closed by administration and that the matter would be referred to a supervisor.

Boomerang subsequently sent me an email referring generally to Terms and Conditions 9.1, 9.3 and 9.4. They alleged that I had engaged in prohibited or abusive activity, but they did not identify the specific activity that I allegedly committed.

They did not provide me with:

the exact bet, game or transaction allegedly violating the Terms;

the exact date and time of the alleged violation;

evidence of cheating, software manipulation, bot use or exploitation;

any specific explanation of what constituted the alleged abuse;

a detailed calculation showing how my remaining balance was confiscated.

I strongly deny using bots, cheating software, exploits or any system manipulation.

An especially important point is that Boomerang had already successfully processed one of my withdrawals before closing my account and refusing to pay the remaining balance. I believe this chronology should be considered when reviewing the casino's subsequent allegations.

I have preserved the complete correspondence, including the live-chat transcript, emails, withdrawal records and evidence of my balance.

I respectfully ask Casino Guru to investigate the matter and determine whether Boomerang had sufficient grounds to confiscate my remaining balance.

My requested resolution is:

Payment of my legitimate remaining balance of approximately €20,800, less any amount that was already successfully withdrawn and paid, if applicable.

I am willing to provide all screenshots, transaction records, withdrawal confirmations, account history and correspondence requested by the Casino Guru complaints team.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• When did you complete verification in the casino and which documents the casino requested during the process?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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