BOOMERANG BET Casino - Играчът твърди, че плащането към него е забавено.

I have won a significant amount at Boomerang Bet, mostly from the game "Gold Saloon Super Boost." My current account balance is €511,000. I would like to request mediation regarding two issues:

1. Delayed processing of withdrawal

My first withdrawal request has been pending for over 96 hours. According to the operator’s Terms and Conditions (Section 6.15), withdrawal requests should be processed within 48 business hours. This deadline has been significantly exceeded without any explanation or updated timeline provided to me.

2. Disproportionate monthly withdrawal limit

My current VIP level (Level 2) limits withdrawals, according to the Terms and Conditions (Section 6.11), to a maximum of €25,000 per month. Given my balance of €511,000, a full withdrawal under this rule would take approximately 20 months. I would like an assessment of whether such a limit is reasonable in relation to a legitimately earned win of this size.

Additional relevant information regarding gameplay:

The majority of the winnings originate from the slot "Gold Saloon Super Boost." I can provide the corresponding round/win history for this game if needed.

What I hope to achieve through mediation:

• An assessment of whether the processing delay is within the operator’s own Terms and Conditions

• Support in reaching a realistic and fair withdrawal schedule with the operator

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Robyyx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

There are already 700,000 Euro in my Boomerang Bet account that I would like to withdraw.

I have to update it again.

Im on 1 Million Euro now on my boomerang bet account.

I need very urgent support to get my money

One more small addition: They keep dragging out a verification process that should have been completed long ago. Previously, transactions went through without any verification at all. Now, however, I have additionally provided bank statements, transaction histories, my ID (which I had already submitted before), an official address confirmation from the registration office, as well as further proof of address in the form of invoices sent to my address. Every possible document is in order and has been uploaded, and yet it keeps getting delayed further and further.

It's so insane what happened last night. I got so lucky again. I'm up 4 million euros!!! I think I'm even number one on all the platforms in the live casino. The dealers are even telling me they've never seen anything like it.

This is really serious. I would be very grateful if you could help me quickly.

New update: My account balance at Boomerang Bet is at 2 million. It's all real money I played with. I'm going to pause my gambling there for now. I hope you can help me get my money quickly. I would really appreciate it!

I’m on 1 Million now. I have to stop. Please help me, get this money

Boomerang Bet keeps saying that the verification process is complete and I should be patient. I've been waiting for two weeks now and haven't received any payment. I've sent them all the necessary documents: my ID, bank transaction history, bank statements, a registration certificate from the authorities, and a police clearance certificate. All documents are in PDF, image, and other formats. For two weeks now, all I've been hearing is "be patient."

I'm still at 1 million euros on my Boomerang account. And I won't play any further until all the money is in my bank account.

I see that my case will be processed in 9 hours. I would be very grateful if you could help me further.

Dear Robyyx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I haven't received a payout yet.

The people at Boomerang Bet kept saying last week that the verification couldn't be completed. Everything was confirmed except for the proof of address.

I even went to the authorities and got a registration certificate with a signature and stamp from my city. So, the most conclusive proof there is. They still said the verification couldn't be completed.

I then went to another authority responsible for my area and applied for a certificate of good conduct and uploaded the confirmation during the verification process. Furthermore, I have many other documents that confirm my identity, address, transactions, and much more.

For the past five days, the Boomerang Bet website has said that the verification has been confirmed. Despite this, I still haven't received any money. My total balance in the Boomerang Bet account is €1,008,000, of which €3,000 has only been requested and which I've been waiting two weeks now.

Since it's over a million euros, I naturally want to receive the payout quickly. My main VIP manager, Gia, is handling my case, and she told me I'm only entitled to a maximum withdrawal of €25,000 per month and can only request €3,000 at a time, or €2,000 per day. Gia said she'll review my case regularly to ensure the money is transferred to my account without any issues. However, I think their system is ridiculous. With my €1,000,000, if it even works out with €25,000 per month, it will take almost four years.

I played everything with real money, so I expect better opportunities.

I've easily wagered tens of millions of euros on the casino site and was previously at a higher VIP level. I find it unacceptable that I'm being downgraded, and with such a large sum, it's simply pointless. I also think that if things are handled this way, problems will keep arising because even now, with the first €3,000, it's not working. This means a lot of back-and-forth correspondence and numerous complaints to Casino Guru.

Therefore, I would appreciate a quick solution from the casino where I receive all my money immediately. For the past two weeks, all I've heard from the VIP managers is that I should be patient. This has been going on for two weeks without a clear solution.

I am very pleased that you are now taking on my case here and helping me with the processing. This really means a lot to me, and I am very grateful for providing this service!

If you need any further information, documents or screenshots from me, you can always contact me.

Thank you so much for helping me!

Dear Robyyx, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Karla M.

Hello Karla,

thank you for your message. To answer your questions:

I played exclusively with real money. I did not use any bonus at any point, so the balance of €1,008,000 was built up entirely with my own funds and is not subject to any bonus terms or wagering requirements.

My last deposit was €150. I then played Gold Saloon Super Boost, where I achieved my first larger wins.

Most of my winnings came from the live casino, playing blackjack. I placed only a small number of sports bets. I would estimate that more than 95% of the €1,008,000 came from blackjack.

I have also taken screenshots of my entire chat with my VIP manager. As the conversation is very long, I have had a transcript prepared from the screenshots. It covers 10 to 27 July and runs to 13 pages. I will send you this transcript by email. If you would prefer to have it here in the complaint thread instead, or if you also need the original screenshots, just let me know.

Best regards

Maximilian

Hello Karla,

Update with the current facts:

1. My account balance is EUR 1,008,000, unchanged since 22 July 2026. I have placed no wagers since that date and will not place any until this case is closed. A balance screenshot dated 22 July 2026 is available.

2. Please update the disputed amount of this complaint to EUR 1,008,000. The EUR 511,000 shown in the case header reflects an earlier balance.

3. On 31 July 2026 I filed a formal written complaint with the operator at [email protected] under section 13.4 of their T&C, citing breaches of sections 6.15, 6.11 and 13.2. Under section 13.7 the operator must respond within 10 days, i.e. by 10 August 2026. I will post the operator’s response or the expiry of that deadline here.

Best regards

Maximilian

Dear Robyyx,

Thank you very much for your update.

I would like to clarify a few additional points.

Do you currently have any active withdrawal requests pending, or are you currently waiting for the casino to respond to your latest complaint or withdrawal request?

I would also like to clarify that, unfortunately, we are not able to require casinos to increase their withdrawal limits or change the amount they choose to pay out within a certain period. Each casino sets its own withdrawal limits and payout schedule according to its Terms & Conditions. However, if the casino is not processing withdrawals within the timeframes stated in its own Terms & Conditions, or if there are unreasonable delays without a valid explanation, we will certainly investigate and do our best to assist you.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

To answer your questions:

1. Yes, I have three pending withdrawal requests of EUR 1,000 each (EUR 3,000 in total). The oldest was submitted on 9 July 2026 at 15:30 CET (Transaction ID 6752ac3e-c368-4644-b069-3268256e1807). On 6 August 2026, this request will have been pending for four weeks. Clause 6.15 of the Terms and Conditions requires processing within 96 business hours. My identity verification was confirmed on 18 July 2026. Importantly: under clause 6.13, a maximum of three pending withdrawals is allowed at any time. As long as the casino does not process the existing requests, I cannot submit new ones. The delay therefore blocks not only EUR 3,000 but every further withdrawal.

2. Yes, I am awaiting the casino’s response to my formal complaint of 31 July 2026, due by 10 August 2026 under clause 13.7. I will forward their response, or confirm its absence, on that date.

To be clear: I am not asking for any increase of the limits. My account is currently classified as Level 2 by the casino itself. Under the limit table in clause 6.11, Level 2 allows EUR 1,000 per transaction, EUR 2,000 per day, and EUR 25,000 per month. Gia (main VIP manager) confirmed the EUR 25,000 monthly limit to me in writing in the chat, and on 20 July confirmed in writing that she would personally oversee the process. Despite this, nothing was paid out in the entire month of July — not even the three EUR 1,000 requests from 9 July.

My total balance is EUR 1,008,000. What I want to achieve: a concrete payment schedule from the casino under its own terms — with dates showing when the three pending requests will be processed and how the monthly limit of EUR 25,000 will be reached on an ongoing basis.

My concern with the current situation: at this pace, every monthly cycle produces new delayed withdrawals, which would mean dozens of separate complaints over several years, while clause 6.13 keeps blocking me from requesting anything further.

My questions therefore:

(1) Can this complaint cover the ongoing timely processing of future withdrawals, and can its resolution take the form of a written payment schedule the casino commits to?

(2) If not, what approach would you suggest for reaching full payout of the EUR 1,008,000?

Maximilian

Hi Karla,

I've been waiting for the payouts for four weeks now. All the Time they say, that I should be patient and that some department will take care of it. But it leads to nothing. I think four weeks are very Long and it seems as if nothing is being done.

What are the next steps?

Dear Robyyx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Robyyx,

My name is Jana, and I will be your point of contact as we work to resolve your complaint. I sincerely apologize for the delay you have experienced with your withdrawal. Please rest assured that I will reach out to the casino on your behalf and do my utmost to expedite the resolution of this matter.

I would also like to invite a representative from BOOMERANG BET Casino to join this discussion to facilitate the resolution process.

Dear Casino representative, could you please provide clarification on why the player's withdrawal has not yet been processed?

Thank you in advance for your assistance in this matter.

Dear Jana,

Thank you for taking over the case.

Two clauses from the casino’s Terms and Conditions (English version, binding under clause 1.5) are central here:

Clause 6.15 states that withdrawal requests are processed by the finance department "within 96 business hours" of submission. The oldest request was submitted on 9 July 2026 (Transaction ID 6752ac3e-c368-4644-b069-3268256e1807). Identity verification was confirmed on 18 July 2026. The deadline has been exceeded for weeks.

Clause 6.11 sets the withdrawal limits for Level 2 at EUR 1,000 per transaction, EUR 2,000 per day, and EUR 25,000 per month. The casino itself classifies my account as Level 2. Gia (main VIP manager) confirmed the EUR 25,000 monthly limit in writing. Amount paid out in July: EUR 0.

One point for the record before the casino responds: since 9 July, every answer has been that "the relevant department" is handling the matter. Clause 13.2 entitles me to be adequately informed about the status of my complaint. An answer containing no department name, no case reference, and no date is not status information. Repeating it here would not be an explanation but a continuation of the breach.

This case is resolved only by:

1. Immediate processing of the three pending withdrawal requests from 9 July 2026.

2. A written, binding payout schedule for the full balance of EUR 1,008,000 under clause 6.11, stating the monthly amount, payment dates, and a named person responsible.

I am not asking for anything beyond the casino’s own terms — only their written commitment and compliance. Without such a schedule, the current breach repeats every month.

The casino’s response to my formal complaint of 31 July is due by 10 August 2026 under clause 13.7. I will forward it here, or confirm its absence.

Maximilian

Update for the record: On 31 July 2026 I filed a formal written complaint with the operator at [email protected], based on clauses 6.11, 6.15 and 13.2 of the T&C (version 1.11, dated 17 June 2026; English version binding under clause 1.5). Under clause 13.7, the operator’s response deadline expired on 10 August 2026.

The operator has neither responded, nor communicated an extension under clause 13.7, nor provided a status update as required under clause 13.2.

Any further delay is therefore no longer covered by the operator’s own complaints procedure and will not be accepted.

Jana, please require the operator to disclose the company details that are not readily visible on the website: the full legal name of the contracting entity, its registration number and registered address, and the department responsible for my complaint of 31 July 2026.

Maximilian

Status update:

1. First payments received: €1,000 each on 11, 12, and 13 August 2026 (total: €3,000).

2. Verification: As of 12 August 2026, my account’s verification page states that no verification is required (screenshot attached). This confirms verification is complete.

3. Boomerang Bet stated in the VIP Chat and on Trustpilot, that I would be contacted, when the verification is completed. No contact has been made. I request the name of the responsible person and the date by which contact will occur.

4. Payout schedule: Under Clause 6.11, Level 2 limits are €1,000 per transaction, €2,000 per day, €25,000 per month. Under Clause 6.15, withdrawal requests must be processed within 96 business hours. My requests date from 9 July 2026; timely processing would have exhausted the July limit of €25,000. I request payment of the outstanding July amount and a schedule that fully utilizes the monthly limit from August onward.

Maximilian

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.

Update, 14 August 2026:

Today a fourth payment of €1,000 was received (total paid: €4,000 of €1,008,000). On the same day my account was downgraded to VIP Level 1.

I formally object to this downgrade and do not accept it.

1. The entire account balance of €1,008,000 derives from wagers placed up to 22 July 2026. Throughout that entire period the account was at VIP Level 2, confirmed in writing by VIP Manager Gia on 20 and 27 July 2026. I demand payment of the entire balance at Level 2 conditions at minimum (clause 6.11: €1,000 per transaction / €25,000 per month).
2. The operator itself is in breach of clauses 6.15 (processing within 96 business hours), 6.16 (delay permitted only until verification is complete — confirmed 18 July 2026) and 13.2, and did not respond in this thread within the original deadline. A downgrade applied under these circumstances, whose sole effect is to reduce the operator’s monthly payment obligation from €25,000 to €7,000, has no basis in the operator’s own terms.
3. In view of inconsistent information regarding the operator’s identity, I further request the operator to disclose: the full registered company name, company registration number, registered address and jurisdiction of the entity that is the contracting party under clause 14 of the Terms and Conditions (v1.11, 17 June 2026), the licence number under which the service is operated, and the entity acting as payment processor for the withdrawals.

I ask the operator to state: (a) the exact date and time of the downgrade, (b) the clause and calculation basis relied on, (c) which department authorised it during pending mediation, and (d) the full company details as set out in point 3.

I further expect the operator to contact me with a binding payment schedule for the full remaining balance of €1,004,000, stating the responsible contact person and the date of the first scheduled payment.

Maximilian

Hello Jana,

I would like to give an honest update on my case. I have to admit that I let myself be tempted into playing again. According to Boomerang Bet’s VIP terms, I will be downgraded in my VIP level if I don’t play for 30 days – this mechanism led me to play again.

In doing so, I won €100,000, which is why my account balance has increased accordingly. There is currently €1,104,000.21 in my Boomerang Bet account. As before, everything was played exclusively with real money.

It was very foolish of me to play again at all. Due to the treatment and behavior of Boomerang Bet, I will now stop gambling for good.

I would appreciate it if the disputed amount of my complaint could be increased accordingly one last time. I am happy to upload proof of the current account balance if necessary.

I also have a few questions for you:

1. Based on your experience, how do cases of this magnitude usually turn out? And what consequences does it have for Boomerang Bet as an operator when the case is closed?

2. Do you have any recommendations, experiences, or tips for me on how I should proceed after the case is concluded?

3. I would be very grateful if you could provide me with all the information you have about the casino (e.g., operating company, license status, known patterns from other complaints). You presumably have access to such information.

Thank you very much for your support.

Best regards,

Maximilian

Dear Robyyx,

Thank you for the update. I would greatly appreciate it if you could let us know the current pending balance. Additionally, could you please clarify whether the casino processes payments daily or in weekly installments? Thank you for your assistance and cooperation regarding this matter.

Dear Jana,

Current status as of 21 August 2026, documented in the attached account screenshot:

• Account balance: €1,100,000

• Withdrawal in processing: €500

• Total paid out to date: €13,500 — of which €7,000 in July from earlier, separate winnings (partly requested in June, prior to the disputed win) and €6,500 in August against the disputed balance.

Answers to your two questions:

1. Pending balance: €1,100,500 in total (€1,100,000 account balance plus €500 in processing).

2. Payment frequency: the casino has never communicated a payment schedule. The Terms (v1.11, 17 June 2026) define only limits per VIP level (Clause 6.11: Level 2 — €1,000 per transaction / €2,000 per day / €25,000 per month), processing within 96 business hours (Clause 6.15), and a maximum of three concurrent pending requests (Clause 6.13).

The relevant chronology:

• June/early July: withdrawals of €7,000 from earlier winnings were requested and paid in July. These winnings predate the disputed balance and are not part of this complaint — they do, however, count against the July monthly allowance (Clause 6.11, limit per account).

• The disputed balance was won while my account held VIP Level 2. Applicable monthly limit: €25,000.

• 9–11 July: three withdrawal requests submitted (totaling €3,000; oldest request dated 9 July, 15:30 CET, transaction ID 6752ac3e-c368-4644-b069-3268256e1807). From 11 July, these three pending requests blocked any further requests under Clause 6.13.

• The three requests remained unprocessed for the entire month of July — contrary to Clause 6.15. They were not paid until 11–13 August. As a result, the July allowance could not be used further: additional requests were blocked by the casino’s own processing delay.

• 18 July, 19:19: identity verification confirmed (documented). The casino nevertheless maintained further checks afterwards.

• 12 August: the platform indicated for the first time that no verification remained outstanding.

• 14 August: my account was downgraded to Level 1, without any notification (contrary to Clause 13.2). The Level 2 limit was therefore usable for exactly two days.

• Since the downgrade, the withdrawal function is blocked. The system permitted only one further request of €500.

• August: payments received (€6,500) plus the pending request (€500) equal exactly €7,000.

The pattern: July payouts totaled exactly €7,000 (from the earlier winnings). August payouts plus the pending request total exactly €7,000. Two consecutive months at precisely the Level 1 monthly cap — including July, when my account indisputably held Level 2. Against the disputed balance of €1,100,500 itself, only €6,500 has been paid to date.

The unused portion of the July and August allowances is not attributable to me: further July requests were mechanically blocked by the three unprocessed requests (Clauses 6.13, 6.15), and since 14 August the withdrawal function itself has been blocked. The casino cannot rely on the expiry of monthly allowances that its own delays and restrictions made unusable.

I therefore request that the casino confirm in this thread:

1. Payment of the outstanding balance of €1,100,500 at a minimum of €25,000 per month (Level 2, Clause 6.11), without prejudice to faster payment, until the full amount is paid;

2. Payment of €36,000 by 31 August 2026 — the July and August allowances (2 × €25,000) less €14,000 paid or in processing;

3. The concrete payment date of the first tranche;

4. The name of the department authorized to commit to this schedule.

Maximilian (Robyyx)