Boomerang-Bet Casino - La cuenta del jugador ha sido bloqueada.

I made several deposits at Boomerang Casino. The casino asserts that they have not received my deposits, even though these have been deducted from my bank account. The casino has blocked my account

Ich habe bei Boomerang Casino mehrere Einzahlungen getätigt. Das Casino sagt dass die meine Einzahlungen nicht bekommen haben, obwohl diese von Bankkonto abgebucht sind. Der Casino hat mein Konto blockiert

Dear Laurentiu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Hello, yes I contacted my bank and they told me that the amounts had already been debited from the casino. The friendly team at Boomerang Casino also blocked my account. I have already filed a fraud report.

Hallo, ja ich habe meinem Bank kontaktiert, die haben mir mitgeteilt dass die Beträge bereits abgebucht von der Casino sind. Der Freundliche Team von Boomerang Casino haben auch mein Konto gesperrt. Eine Anzeige für Betrug habe ich bereits gemacht.

Thank you for your reply, Laurentiu. Could you please forward me all the relevant communication between you and your bank? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Also, did you receive any explanation from the casino regarding the blocked account?

Thank you in advance.

Hello, the communication with the bank was by telephone and unfortunately I received no explanation from the casino

Hallo, die Kommunikation mit bank war Telefonisch und von Casino habe ich leider keine Erklärung bekommen

Was there any remaining balance in your casino account besides the missing deposits?

Hello, no. After I was tricked I stopped making deposits

Hallo, nein. Nachdem ich ausgetrickst wurde habe ich keine einzahlungen mehr getätigt

Thank you very much, Laurentiu, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Laurentiu,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask you to please confirm the total amount of the deposits that you attempted to make?

We would like to invite Boomerang-Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Boomerang-Bet Casino,

Can you provide any insight into what has happened to the player's deposits and why their account has been blocked?

Kind regards,

Adam

Hello, there was almost 1000 € that I deposited

Hallo, da war fast 1000 € die ich eingezahlt habe

Hello Laurentiu,

I have received some evidence from the casino that shows that at least some of the transactions were contested and charged back from your side. Can you explain how this could have happened?

Also, you stated that the deposits made were approximately €1000, but you have put the disputed amount of €1500 - is this incorrect?

Kind regards,

Adam

Hello, I have given about 1500 and since I no longer have access to my account, I can't say exactly but it was definitely almost 1,000 € or more

Hallo, ich habe ca. 1500 angegeben und da ich jetzt kein Zugriff mehr auf meinem Konto habe, kann ich nicht genau sagen aber diese war auf jeden Fall fast 1.000 € oder mehr

And there is no possibility to reverse the payments

Und es gibt nicht die Möglichkeit die Zahlungen zurück zu buchen

Hello Laurentiu,

Thank you for your clarification. I have asked for more information from the casino, but in the meantime, it would be very helpful if you can provide a statement from your bank/payment provider that shows all of the transactions for April and May, including the deposits you have tried to make.

If you can provide this it will be much easier to try and find out what has happened to the deposits.

Kind regards,

Adam

Hello, the bank account no longer exists, the casino got everything

Hallo, die Bankkonto gibt's nicht mehr, das Casino hat alles bekommen

Hello Laurentiu,

To clarify further, the payment method you used to try to make the deposits is no longer accessible? Do you still have access to previous statements? We need to see the exact amounts, times and dates that you made the deposits so that we can compare it to information from the casino.

Kind regards,

Adam

Hello, no unfortunately I no longer have access. that's all I found in my cell phone

Hallo, nein leider habe ich kein Zugriff mehr. das ist alles was ich noch in handy gefunden habe

Thankyou, Laurentiu.

As mentioned, I have also asked the casino for more information, so we will now wait for their response.

Kind regards,

Adam

Dear Casino Guru,

We sent an email to provide further insight concerning the customer's claim.

We hope our explanation helps us reach the resolution of the case.

Kind regards,

Boomerang-Bet Casino team

Thank you for the information, Boomerang-Bet Casino.

Dear Laurentiu,

You mentioned previously that you had contacted your bank, and that the bank told you that the amounts were sent to the casino. The casino has now provided me with a list of all deposits made, both successful and unsuccessful.

I would like to ask you once more if you can contact your bank again, and ask them to provide a statement of all of these transactions. We need you to provide some proof that the transactions have not been refunded to your bank account.

Kind regards,

Adam

Hello, I have already provided the casino with the proof. They should also give you this information. Please send me the list so that I can ask my bank.

Hallo, die nachweise habe ich der Casino bereits gestellt. Die sollten ihnen auch diese Daten mitteilen. Bitte lassen sie mir die Liste zukommen damit ich bei meinem Bank nachfragen kann.

Hello Laurentiu,

It would be best to get a statement from your bank of all transactions for the months you made deposits that did not get credited to your casino account, I believe the months of March and April are those in question.

Kind regards,

Adam

I have to search for certain transactions at the bank so that they can find

Ich muss bei der Bank nach bestimmten Transaktionen damit diese finden können

Hello Laurentiu,

Thank you for your response, we will await further information from you.

Kind regards,

Adam

Hello, I need to know the exact date so that I can request the detailed details from the bank

Hallo, ich muss die genauen Datum wissen damit ich die detaillierte Details von der Bank anfordern kann

Hello Laurentiu,

I believe it would be easiest if you could provide statements showing all transactions for the months of March and April. That way we should also be able to determine if any funds have been charged back as the casino has stated.

Kind regards,

Adam

Please give me the email address so I can send it.

Bitte geben Sie mir die Email Adresse damit ich diese schicken kann.

Hello Laurentiu,

Please send it to me at my email adam.m@casino.guru

Kind regards,

Adam

Completed

Erledigt

Hello Laurentiu,

Thank you for providing the statements requested.

I am still reviewing everything, but I did notice that you have received a refund for a claim against the casino's payment provider on the 18th of April, for the amount of EUR 100.

You mentioned previously that you did not instigate any chargebacks, so can you please explain what this refund was for?

Were there any more refunds received like this at any point?

Kind regards,

Adam

Hello, that was a deposit that failed and then it was returned. The provider did not recognize it and that is why it was returned

Hallo, das war ein einzahlung wo fehlergeschlagen war und dann kam diese zurück. Der Anbieter hat diese nicht erkannt und deswegen kam es zurück

Dear Laurentiu,

After assessing all of the evidence available to us, it has been determined that we are no longer able to assist you with this complaint.

We can only make a decision based upon the information at hand, and in this case there is enough proof to support the casino's claims regarding chargebacks being made.

Consequently, the complaint will now be closed.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Adam