BOOMERANG BET Casino - Выигрыш игрока был несправедливо уменьшен.

Dear Casinoguru Team,

I am writing to formally submit a complaint regarding a deposit bonus I received and the subsequent handling of my winnings by Boomerang-bet.com.

I activated a 55% deposit bonus before making my deposit and then deposited 10,200 HUF. I fully completed the 40× wagering requirement associated with this bonus. Immediately after completing the wagering, my balance exceeded 200,000 HUF. However, Boomerang-bet.com suddenly nreduced the balance to 28,000 HUF, without any prior notice or explanation.

During an earlier live chat, the casino support initially confirmed that I was eligible to receive my full balance. Later, when I questioned why only 28,000 HUF was credited, the support agent admitted that I had not been informed about any 150% payout limitation. They claimed that, according to an internal rule, the maximum payout is 28,050 HUF.

However, this alleged internal rule is not mentioned in the promotion terms, bonus conditions, or the publicly available Terms and Conditions of Boomerang-bet.com, and the casino was unable to provide any official documentation supporting this limit.

Please note that I am unable to provide a screenshot of the credited 28,000 HUF balance, as I had already used this amount in subsequent gameplay. However, the reduction of my balance from approximately 240,000 HUF to 28,000 HUF immediately after completing the wagering requirement is confirmed by the casino’s internal records and was also mentioned during the live chat with their support team.

Despite the absence of a screenshot for the final 28,000 HUF, the key point remains: the casino retroactively applied a 150% payout limitation that was never disclosed in the bonus terms, promotion conditions, or the publicly available Terms and Conditions. This unfair adjustment occurred without prior notice, and I respectfully request Casinoguru to take this into account when reviewing my case.

This retroactive limitation is unfair and misleading, as I accepted the bonus in good faith based on the published terms, which did not include any payout cap.

For these reasons, I believe that the reduction of my winnings is unjustified, and I respectfully request that Casinoguru investigate this case thoroughly and support the payment of my full remaining balance in accordance with the bonus terms of Boomerang-bet.com.

Thank you very much for your attention and assistance in this matter. I am confident that your team will handle this issue

Sincerely,

Andrea [removed by Casino.Guru admin]

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Hello,

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

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

• Could you please share any promotional materials for the particular promotion you participated in?
• Send emails or chat transcripts to my email at [email protected], 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

Hi Tomas,

I'm attaching some photos. In the meantime, I found out exactly how much my bonus balance was when they deducted the 28,000 forints. I have also sent all the evidence by email. 

The casino has credited the remaining balance and confirmed that my correct winnings were 253,755 HUF.

However, I am still unable to withdraw the money, as the system requires wagering again.

I already completed the wagering requirements before, and this was confirmed by the casino.

I have contacted their support to remove the restriction.

I am asking for your assistance with this issue.

Update:

The casino has credited the remaining balance and confirmed that my correct winnings were 253,755 HUF.

However, I am still unable to withdraw the money, as the system requires wagering again.

I already completed the wagering requirements before, and this was confirmed by the casino.

I have contacted their support to remove the restriction.

I am asking for your assistance with this issue.

Dear Tomas,

I am sending you an update regarding my complaint.

Yesterday I sent a screenshot showing that I could not withdraw.

Now, since yesterday evening, the withdrawal page does not load at all and no payment details appear.

I am attaching a new screenshot taken today.

The casino already confirmed that I fulfilled all requirements and credited my winnings, but I still cannot withdraw.

Thank you for your help.

Best regards,

Andrea

Update:

Dear Tomas,

Another examination is coming up. I just don't understand... I feel like this is a deliberate delaying tactic. Please help. 🙏🏻

Update:

Dear Tomas,

The casino requested my bank details for a manual transfer. I have provided them and am waiting for confirmation.

Update:

Dear Tomas,

The casino has confirmed that they forwarded my bank details to the relevant department for manual withdrawal.

I am currently waiting for the payment to be processed.

I have attached their latest email as proof.

Thank you for your help.

Dear Andrea82,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Tomas,

Could you help me find out how long the casino has to process the payment in this case? The money has been in my account for a week. Yesterday, they wrote that they had forwarded it to the finance department for manual payment. But the payment has not been made since then. I don't want to seem impatient, I'm just inquiring. Thank you very much for your help. 

Update:

Hi Tomas,

I have received confirmation that the withdrawal has been initiated and is being processed by the finance department. I will update you once the money arrives.

Thank you

Dear Tomas,

I would like to confirm that the payment has been successfully received.

Thank you very much for your help and support in resolving this case. I really appreciate your assistance.

Best Regards,

Andrea

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Andrea82,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas