Boomerang Casino - プレイヤーの撤退は遅れます。

I have submitted my withdrawal exactly 2 weeks ago (16th May) and I still don't have my money. First there was some technical errors from their side. I have already sent my documents to them. I haven't received any feedback regarding my withdrawal (only the technical issue part). It is a bit strange that deposits are working just fine..

Please help!

Hello terdikmilan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boomerang Casino. Please allow me to ask you a few more question before we would move forward.

Are any of your documents for verification already approved or you did not receive any respond at all from the casino? Did you accumulate your winnings from real money or you used a bonus?

When was the last time the casino responded to you and what was it about?

Please note that it might take up to 14 days to receive your first winnings from a casino if you have submitted all the requested documents for the verification.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thanks for your answer!

I did not receive any response about my verification (approved or not) from the casino unfortunately. My winnings are from real money.

Also I shared my documents last Wednesday (25th May) when it was requested but as I said I haven't received any feedback regarding those documents. I also wrote an email to the casino asking about the status of my verification/withdrawal today (30th May) but they haven't replied yet.

It's just strange that it took almost 2 weeks to ask for my documents and I still haven't received my money.

Thanks!

Hello terdikmilan,

As the time frame is usually counted from the time of last sent document, I would recommend only to wait a little more as only a week has passed since that. If the casino wouldn't update the verification status until next week or during next week, we will definitely try to intervene.

Please let us know in case of any update.

Regards,

Nick

Hi Nick!

Still haven't received my money, but I just received an email ~20 minutes ago about the confirmation of my documents. It took so long..anyway I am waiting patiently, but it is frustrating. I hope I will receive my money in the upcoming days (until Friday), if not, I will let you know just to give you an update.

Thank you!

Regards,

Milan

Hi Nick!

Unbelievable.. i just received an email from the customer service that:

"Dear Milán,

We are contacting you to inform you that your withdrawals have been canceled.

Please be advised that the Mastercard withdrawals have some payment system limits at this moment. Due to some technical challenges, the payment provider had to lower the limits per operation to 450.00 EUR.

Therefore, we kindly ask you to create withdrawals that are not higher than 450 EUR.

Hope for your cooperation and understanding.

Regards,

Boomerang casino team"

(450EUR is around 175.000HUF.) - i've submitted 3 new withdrawals with ~360EUR.

So basically now i have to wait MORE as "All requests are processed on a first-come, first-served basis."

This is unacceptable.. It's like they are doing everything they can to stop my withdrawals and i feel like i won't get my money... i don't know what to do

I don't recommend playing on this site to anyone..

Hello terdikmilan,

Unfortunately those limits are not set by the casino - they mostly depends on the payment provider and the country of residence of the player. Could you please advise what is the status of your new withdrawal requests?

Hi Nick,

Yes the support told me the same. Looks like my withdrawal requests were successfully approved by the finance team (at least I received an email from them), and the money should arrive in a few days (bank transfer: 3-5 day). They changed the status of those withdrawals from Pending to Completed.

I will let you know if my money arrives this week.

Thanks!

Dear terdikmilan,

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 Nick,

So a week has passed by and and still don't have my money. As I mentioned they said bank transfer can take up to 3-5 days (I received a confirmation email about the transaction on 11th June). It has been 6 business days and still nothing. I've been in contact with a VIP manager and he said he'll ask the Finance department. They requested my transaction history which I provided 2 days ago, today I wrote an email and the VIP manager and he said that he is waiting for an answer about the investigation. Hopefully I will receive it soon.. it has been frustrating as you can imagine. I will keep you updated.

Regard, Milán

Dear terdikmilan,

Please keep in mind my first post here as based on our experience, it might take up to 14 days to receive your first winnings. I would definitely wait at least until end of next week for the money to appear on your account. I will set the timer back on you so please, keep us updated.

Dear terdikmilan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Terdikmilan , dear Milan,

Thank you for your feedback.

We sincerely regret that you have negative thoughts about our casino and service.

However, we would like to draw your attention that according to our Terms and Conditions (https://boomerang-casino.com/ru/rules paragraph 6.15; 6.16; 6.17)

The company may delay 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.

Also, the time of transactions, may differ depending on the withdrawal method, your account level or other relevant factors.

Moreover, as we can see, your withdrawal requests were canceled on the side of the payment provider, because at that time the provider set a transaction limit of no more than 450 euros, unfortunately we have no influence on such situations.

In addition, as we can see, your funds were successfully paid on 07/01/2022 by our finance department and manually withdrawn to your bank details.

Please, also note, that once funds have been disbursed by our finance department and farther credit times will depend on your bank and payment method.

In any case, we want to assure you, that we seriously take your funds and requests and always try to speed up the processing to complete your satisfaction.

We hope that you will stay with us in the future and wish you a nice day!

Best Regards,

Boomerang Casino Team

Dear all,

Sorry for the late reply, I was on holiday. Everything has been solved, money has been received. Just to give you a positive feedback:

I do recommend this casino!

My VIP manager helped me a lot, the support is very nice.

Even though the withdrawal process is a bit slower, I received every penny!🙂

The casino has a lot of games, bonuses and a lot of potential.

Once again I'd like to thank my manager and the support team for everything.

Also thank you Nick for the help!

Hereby I confirm you can close this case.

Best Regards,

Milán

Dear Terdikmilan , dear Milan,

Thank you for your feedback.

We are very pleased to hear such words from our customers!

We hope that you will continue to be satisfied with our casino.

If you have any questions, you can always contact us and we will be happy to help you!

Best Regards,

Boomerang Casino Team

Thank you terdikmilan for confirming the casino's statement. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Best regards,

Nick