Boomerang Casino - プレイヤーの撤退は遅れています。

Waiting since 10th may...

Dear Igor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino and if you completed the KYC account verification successfully? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Igor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Igor,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi and sry for being late...

I sent all that they asked and nothing happend...then i contacted customer service asked why is taking so long and they said that my withdraw is still pending that "kyc" is yet to be approved...and still waiting...

Thank you very much, Igor, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Igor,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to invite Boomerang Casino to join this conversation and participate in the resolution of the case. Probably you can share some more information about the player's withdrawal request that is still pending after more than a calendar month? Are there any reasons for the KYC process to take such a long time?

Kind regards,

Natalia

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’.

They replied 2 days ago i sent new screenshots about card info and now waiting for being approved...

Today they are asking again for screenshots... 😀 i replied them that this aint going anywhere and that i dont need it anymore...i wont die for 250eu so i wont beg... u can close this case i wont be sending them screenshots anymore and i wont respond...

Big thanks to both of u for ur time and all ur help in this case 🙂 thx again and take care

Dear Igor, dear Natalia,

Thank you for bringing the matter to our attention. We are here to make the situation clear and provide you with the details of the case.

We sincerely regret that you were not satisfied with our service.

However, we want to let you know that, in accordance with clause 6.16 of our Terms and Conditions (https://boomerang-casino.com/en/rules), requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.

We would like to note, that unfortunately, you are not fully verified in our casino.

All our players should verify their accounts before the withdrawals according to our policy. All payment methods you have used to deposit should be confirmed.

Therefore, in our turn, we requested documents from you, but you did not provide us with the full information, that we requested. We would like to remind you that we still need a screenshot of your PaySafeCard account, where your personal data would be visible in order to make sure it belongs to you.

According to our rules, https://boomerang-casino.com/en/rules ( paragraph 6.17 ):

The company may delay the processing of your withdrawal requests to perform checks of your identity, account balance, source of funds and of your compliance with the Terms and Conditions.

We hope that you will provide us with documents in the required format in the near time, in order for we can process your withdrawal and for you to receive your deserved winnings.

Please, remember that you can always contact us via email and send information to: support@boomerang-casino.com 

Best regards,

Boomerang Casino Team

I dont know where to take that screenshot... there is no personal data on app that show my info

Dear Igor, dear Natalia,

Thank you for your reply.

We completely understand your situation.

However, please note that we operate according to our terms and conditions, which are list in full on the website, and sometimes it takes longer than usual to process requests.

(https://boomerang-casino.com/en/rules)

Also, all your personal information and payment methods must be verified and confirmed.

In any case, we ask you not to worry, our team is trying to do everything to process your request.

As soon as there are any updates regarding your request, we will immediately inform you by email.

Also, we are always happy to answer and help you, feel free to contact us!

Best regards,

Boomerang Casino Team

I recived money today thank you and sry for trouble

Dear Boomerang Casino Team, thank you very much for your reply and willingness to cooperate.

Dear Igor,

I'm glad to hear that you received your funds so I will close your complaint as "resolved". Thank you for using our resolution center, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Regards,

Natalia