Boomerang Casino - Выигрыш игрока не зачислен на счет.

I have placed two confirmed bets with BET ID on Crazy Times. The winnings were shown to me and visible but never credited on my players account.

I have placed 500.- on each bonus game on my first bet and 100.- on each bonus game on my second bet. Outcome 50x and 20x.

The casino is delaying there answer. Sending me wrong confirmation and is not willing to a) show me the spin result and b) confirming my winnings.

This since 10 days. Something is really wrong and smells like fraud or at least a very unfair treatment.

Dear Booyaka28,

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 the casino responded when you informed them your winnings weren't credited?
• Could you please send me the correspondence you received from the casino regarding the issue?
• Could you please advise how the result of the bets are recorded in your game history?

My email is tomas@casino.guru

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,

Tomas

Thanks for taking it up. Correspondence was sent to you.

The VIP Manager checked it and came back with the answer „no winnins found".

They send me a list of all my bets and wins but of course, there was no win since i claim that point. The bets are there but without win.

Which is not correct and they never gave me the answer/feedback of the outcome/spin result. If they would confirm, they would see that I have placed my bets on that winning spin.

Thanks for your email.

I'll review the game history you sent shortly.

I can see that according to the game history, one of the game rounds didn't result in a win. The second game round result isn't recorded in the game history

Could you please explain where the record of a Pachinko win comes from? Does this record specify the game round ID? Could you please send me other examples when the same type of record and your game history are in agreement? (with a result being a win) Thank you in advance.

As you can see - its mentioned win there but 0!

the second bet: exactly the same. See attached!

and as mentioned, i have seen the winnings on my screen large with celebration music! The bets have been placed, but no win was credited. According to the spin result, as well sent to you, it was exactly what i have seen and mentioned. Please be aware, that the 1h time difference is because the different time zone they are reporting.

For the sake of good order: no answer/solution/payment from boomerang casino since 16 days. A trustful online casino looks and acts differently!! A business which is based on data and algorithms should find the mistake within minutes.

Thanks for correcting me and for providing the necessary information, Booyaka28. I will now transfer your complaint to my colleague Matej (matej.n@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.

Hello Booyaka28,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

question: why are they not showing the spin results of my two bets? They just stating: no winnings found!

I don't know , but let's wait on the answer from the casino representative.

I doubt it, that there will be an answer! It shows how players will be just left out in the rain if s problem occurs

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.

Well, not even an answer like: we are investigating or we are currently working on that issue….

This gives a good picture on the casino

Maybe you should as well involve Evolution Gaming

I reached out to the casino through Skype and they assured me that they would respond promptly.

Lets see - hard to understand that they dont find the mistake when the business model is based on data ect…..

and my case is obvious!

what means prompty? btw, those words i have heard since 30 days! I‘m preparing my legal claim - any recommendations from your side?

Where are the laws, contracts and standards for operating an online casino?

Dear Booyaka28,

Thank you for contacting us.

We would like to inform you that we are working on your question. Do not worry, please wait for a response.

Thank you for your understanding and cooperation.

With best regards,

Boomerang casino.

Ok, this answer will go directly to my favorite print screens! Do not worry? I‘m missing 27k + since one month!

I acknowledge that you believe one month is a lengthy period, but currently, regulatory authorities take an average of three months to respond. Therefore, I still believe it is worth waiting for an additional two weeks if it leads us closer to our goal.

Regulatory authorities? We are talking about internal procedures….

Dear Booyaka28,

Thank you very much for your patience.

Our team has carefully checked the bets 150.2132826905 and 150.2128476521 you indicated.

We would like to inform you that none of these bets were winning, which is why they are marked as zero.

If you have any other questions, do not hesitate to contact us, we will be happy to help you.

With best regards,

Boomerang casino.

So please tell me the bet results, please! Its simply not correct what your department has checked.

please send me the exact spin results of my two bets!

btw, its a joke and a nightmare at same! Your VIP Department is still investigating but apparently not you! Im just asking to receive my winnings as you are taking my bets/losses!

and please send me, finally, the spin results and stop hiding them. Thats a simple process!

and by the way: what have you been done the last 30days? No winnings found is not an appropriate answer for 27k!!

Now the players see how boomerang casino handels complaints! Not at all - because they are delaying and delaying and even not checking internally, that my requests are not solved yet.

its very very poor!

Dear Booyaka28,

I empathize with your frustration, but please note that the timeframe for resolving these issues is not solely dependent on the casino. The game provider also plays a role in determining the resolution time.

If the game provider has confirmed that the game rounds in question were not winning rounds, it is likely that you experienced a brief disconnection during those rounds, resulting in the game ending randomly on your end. However, it is important to note that the game provider's logs are always considered the accurate records.

Dear representative from the casino, could you kindly provide us with evidence that the rounds in question resulted in losses rather than wins?

Then I want to see the log. And why was my wager charged and the win displayed?

Dann möchte ich das Protokoll sehen. Und warum wurde mein Wetteinsatz belastet und der gewinn angezeigt?

Btw: it happens again. 3 times today! I immediately reported the problem!

Minimum another 20k winnings showed but not credited

My learning so far:

1. they accept my bets / losses
2. they dont credit my winnings
3. they are working on my request - since more than one month
4. they make money even on winnings

the best business model in the world. if there is no regulation or help for victims like me. And apparently there is no regulation and help.

learning: i will start my own online casino

Update: please see below the current and still open answers on my not booked winnings. boomerang casino took my bets, I have seen the winnings on my screen, but no credit on my accounts:

1. 24.06. / Total Bet 2000 CHF / Not booked winning: CHF 25‘000

2. 25.06. / Total Bet 400 CHF / Not booked winning: CHF 2‘000

3. 28.07. / Total Bet 20 CHF / 5 on Crazy Times / Not booked winnings: CHF 500

4. 28.07. / Total Bet 60 CHF / Not booked winning: CHF 22‘000

its unbelievable and fraudulent how this casino works!

I really expect finally a credit of my winnings

I have finally got hold of the live support - i guess its evolution! They confirmed the problem and gave me an incident id. But thats it. Boomerang is still ignoring and delaying. Can you please involve Evolution Gaming? Where is my support? We are now talking about an amount over 40k

Dear Booyaka28,

Thank you for sharing your thoughts with us.

We would like to inform you that our team is working to resolve your issue. Please be patient and wait.

Thank you for your understanding and cooperation.

Best regards,

Boomerang casino.

as you can see and read: they are ignoring to provide the report

Suprise suprise i have received an answer. Guess what:

Upon careful examination of the gameplay data provided by the game provider, it has been established that the bets in question did not register due to a connection loss on your end!

it took they since june for such a silly answer which is simply not correct! And still no game log!

How is this possible! When you lose, there is never a connection problem. When you win, they take your winnings!

the worst thing: they are now asking again the „specific" department for the report!

horrible

Dear Booyaka28,

As I wrote before, the casino needs to cooperate with the game provider for the investigation, which may take some time.

Dear Boomerang casino representative,

Booyaka28 won from a live game where what he saw should be the result. It would be very handy to see the logs/recording.

the worst thing is - they get away with it. of course is much easier to scam players in accordance with an fraudulent industry. But this goes to far - its a criminal action!

1. Clear winnings gone. Either the casino decides to steal or the provider. I wouldn’t be suprised, if they flip the coin who‘s next.
2. no support / delaying / slow payouts / taking advantage of addiction.
3. Never seen a software/connection problem when I lost. And I played a thousands hands in a row
4. they ripp the players off in terms of foreign currency transactions cost
5. A network of offshore companies, trying to hide the person behind. Everything is connected and helps to hide even more.
6. no regulation / and if there is one, its a joke. I would say, that every illegal business on the street is more regulated - since they still have some agreements or moral obligations and they know they could not ripp off their clients.

However, I have much more say or to share, but I keep this for further actions…

dear casino, dear provider! you have my incidents and my missing winnings. pay them out - it’s obvious!

It goes beyond my imagination what they do with players who play the „autoplay mode"!! We will find out soon - cause I will force them to report every single bet to me!

Dear Player,

Thank you for contacting us!

We would like to inform you that we are waiting for a response from the game provider, this process may take some time.

Please expect updates from us.

Thank you for your understanding and cooperation.

Best regards,

Boomerang casino.

Why do they delaying everything. I have at least 5 pending cases - two since June 24. its not acceptable, irritating and fraudulent…..

Dear Booyaka28,

I empathize with your frustration. However, please note that the standard investigation timeframe is up to 90 days. I kindly ask for your patience, and hopefully, the casino will resolve the issue in due course.

Dear Player, 

Thank you for waiting!

The amount of your stakes were credited to your balance. Also, you were provided with proof from gaming provider, which clearly demonstrates that due to the connection error on your side, no bets were accepted for the specific rounds.

Best regards,

Boomerang casino.

Well, thanks for providing. 2 Month later!

1. There is not bet amount / 2. my bets were, as mentioned to you by e-mail, on different times (minutes). 3. I have placed other bets during the „connection" loss on my side, and they were accepted! Even winnings were booked.

if the connection loss, according to the „report" was 5 seconds - by the way not on my reported minutes, my bets should have not beeing visible. and I saw them from start to the end - with the winning. And those bets, with bonus play, easily last for 40 - 60 seconds!

so please, don‘t try to sell this information! If there would have been a connection loss, my bets shoud have been rolled back immediately.

please finally pay my winnings on dont try to send me some fishy data!

By the way: Im asking you to check all my bets for further connection issues, since neither you nor the provider pay back the bets automatically, without players complaining!

Dear Boomerang casino representative,

Could you pelase send me the supporting evidence regarding this case to my email: matej@casino.guru

Thanks

Dear Casino Guru representative,

The explanation we received from Evolution was sent to the provided email address.

Please, let us know if this information is enough as a proof that the bets were not accepted.

Kind regards,

Boomerang casino.

Just to inform: they have closed my account! This is the way, how they try to avoid paying my winnings

Btw, my balance on the account is gone. Closed by the casino! Someone needs to address this fraudulent behavior!

• Winnings gone
• no support
• account closure
• stealing of my balance
• no answer to my claim

Dear Boomerang Casino representative,

Thank you for your email. It seems that, indeed, during a game session, there were technical difficulties with a connection and multiple bets weren't accepted.

I am still waiting for some evidence; however, so far, the casino seems right about the disconnections.

Another question is the balance. Why were the amounts from disconnected bets deducted and not returned to the account?

Could the casino representative explain this?

picture of how the betting works:

Well, yes but not during my session. Because, I was online and saw everything including the celebration signs for my winning.

On top: they never reacted - without my claim, the would never analyze this….

2nd: im claiming 3 other bets / 2 similar, one the other way around (winnings booked by evolution, but not on boomerang.

what should I do now - the closed my account! Intentionally!!

Dear Casino Guru representative,

We’ve identified that the situation arose due to a discrepancy between the platform’s acceptance of the bet and the delayed response from the customer's end. Our platform did indeed acknowledge and accept player’s bet. However, a connection loss from the player and the provider's game round resulted in a delayed response, which regrettably led to the bet not being accepted on the provider’s side.

The bets amount were credited back manually after thoroughly investigating.

Kind regards,

Boomerang casino.

?? Which delayed response? You have paid back my bets after 2 months of investigation. Please stop with „fake" arguments. If a bet is not accepted you should immediately report it to the players and not only if there was a big win!

I was online, my bet was accepted, and even the result was visible the full round! So either you cancel the bet immediately or you pay out the winnings!

Please play at least this time „fair". You have been checking for 2 months!

@Boomerang: there are still two more bets, where I‘m awaiting your answer since

July 28th - please dont forget them!

@CasinoGuru: I dont receice any answers from them directly anymore. They are ignoring my complaints…

To summarize the case:

Based on the information available, there were issues with the connection between the Booyaka28 and the Evolution game servers. As a result, he saw a winning screen but did not receive any winnings.

Although these bets were not accepted, the money was deducted from the account and later refunded by the casino manually. The question here is whether the casino thoroughly reviewed all the bets. It would be unfair to only examine winning bets; losses should also be investigated. In cases where this malfunction occurred, the money should be returned. Can the casino confirm that they conducted this review and share the results with Booyaka28?

Dear Casino Guru representative,

We have thoroughly reviewed bets provided by the player, total claimed win of which is 27000. On our side, wins were not found.

After receiving the confirmation from the provider that bets were not accepted due to connection loss on the player's side, the amount of player's bets were credited back to the player's account.

The player has contacted us after faced the problem, which was reviewed and resolved.

Kind regards,

Boomerang Сasino team

Nothing is resolved! You were investigating for 2 months for a connection issue at my side which is not correct!

pay my winnings of 27k - and than its solved! I have placed my bets, as you confirmed - so the winnings are all mine

Dear Booyaka28 and Boomerang casino representative,

Today, we had an internal meeting to discuss this case. I would like to summarize our conclusion:

The connection issues were confirmed by Evolution, and therefore, the casino has the right to void the bets. This includes not only the winning bets highlighted by the player, but also all other bets. Booyaka28 should receive a refund for these bets, which resulted in losses due to the connection issues. Although the bets were not accepted, the money was still taken. We believe that this solution will resolve the situation. As far as I know the casino check only bets about which Booyaka28 complain. 

However, there is still one issue:

It is highly unusual for Booyaka28 to have to request a refund for bets affected by connection issues. We are uncertain about how to interpret this situation. If Booyaka28 had not complained, the money would not have been returned. Additionally, the definition of when the casino accepts a bet is unclear. Since the money needs to be transferred back manually, it implies that the casino retains the money, which could be seen as accepting the bet. In this matter, we recommend that Booyaka28 contact the casino's regulator for further assistance.

well, this is how they work and treat players! and by the way, i have still 2 other complaints and they are not taking care!

I‘m asking now to finally, pay my winnings and check the other complaints…

its more than unserious how you treat complaints in general.

@ casino guru: you should do your due diligence on them…

Unfortunately, we do not possess such authority. Nevertheless, if you wish, you may file your complain to the casino's regulator. The regulator has a wider range of means to look into the issue. I am capable of assisting you in this regard.

Dear Casino Guru representative,

As per the information we received from our gaming provider, Evolution, it was determined that the bets in question were not accepted due to connection issues on player's side. 

However, in accordance with the Terms & Conditions outlined on our casino website, specifically under point 10.3, we would like to bring to attention that the company cannot be held responsible for any connection issues that may arise during gameplay.

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

In light of this, once we became aware of the issue, we conducted a thorough review of the situation. Our team manually credited the bet amounts to the player's gaming account. We hope this resolution demonstrates our commitment to providing fair and transparent service to our players.

Well…, what in this process is transparent and fair. I have never received the official answer from Evolution and the following:

1. I approached you about the unpaid winning. You never reacted proactive. So please do not use words like fair or transparent
2. If a player loses even if he wins - You should not be able to operate under a „license".
3. I had a clean connection on your site and other evo games during that period.
4. The bet was accepted
5. If this happens you should check and go back tru all my bets
6. last but not least - I have other claims unanswered

@boomerang: what about my two other bets? You never answered pn those

Dear Booyaka28,

You were informed that the issues with bets were forwarded to Evolution for the further review. We are awaiting Evolution to get back with the details, and will provide information once we have it.

Kind Regards,

Boomerang Casino team

Dear Casino representative,

Thank you for the update.

Yesterday, we had an internal meeting where we discussed the case, and here is our outcome:

While we understand the necessity of Rule 10.3, we would like to highlight that the money was taken, and if Booyaka28 hadn't complained, the casino would have kept the money. If there were any connection problems during a particular day or time, the casino should investigate all bets made during that period and return the money from bets where the connection issue occurred.

It is common for bets made during connection loss to be rejected, and the money from these bets is immediately returned. However, the fact that the casino must do this manually is not very trustworthy. We strongly recommend improving this process to be automatic and happen as soon as possible after the casino detects that the bet was rejected by the game provider.

Another possible solution how to solve this case is to cancel all bets from this period and return the deposits.

Dear Casino Guru representative,

We requested from Evolution a review of all lost best made during the particular days.

We are not able to influence the investigation period, however we will try our best to speed up this process, and will inform here as soon as receive an update from the gaming provider.

Thanks for the improvement recommendation, we will surely take it into consideration, as providing the best service is our main goal, and the trust of our customers is the most valuable asset of our team.

Kind regards,

Boomerang Casino team

@boomerang casino: im waiting since June!! How could you use words like trust and service when you just delay and give not sufficient evidence?

however, one incident is even pending with you because Evolution confirmed the winning and you did not credit the amount!

I really don‘t know nor understand how you could run your operations with such unprofessional processes. I really question that you are really investigate my case! I have received nothing so far….

Dear Booyaka28,

We empathize with the disappointment you must be feeling in light of the situation. Please rest assured that your concerns and requests have been diligently conveyed to the Gaming provider for a comprehensive review. Regrettably, we must clarify that we have no direct influence over the duration of the investigation being conducted by Evolution.

Regarding your winnings, we have received the logs from Evolution, unequivocally confirming a connection loss during your gameplay. In response, we promptly reinstated the corresponding bet amounts to your account balance.

Our primary aim is not to withhold your funds, but to swiftly resolve this situation. As previously mentioned, we have initiated a comprehensive review of all the bets you placed on the specific days when you encountered issues with your bets.

Your understanding and patience during this challenging period are greatly appreciated. Please rest assured that we are dedicated to resolving this matter in the most equitable and efficient manner possible.

Kind regards,

Boomerang Casino team