Boomerang Casino - El jugador no ha recibido su retiro.

Hello, the casino approved my withdrawal request on 11 June, I sent the request on 06/06, divided into 3 withdrawals, two for € 450 and one for € 100, the € 100 one was approved on 13 day is paid, while the € 900 one is nothing, the chat tells me that everything is completed and that they can not do anything, the support has not answered me for 8 days, I sent the email confirming withdrawal approval and bank transactions screen to the chat where it shows that I have not received payments of 900 € or two of 450 from them, I don't know what to do anymore. Thanks for your attention

Buongiorno, il casinò ha approvato la mia richiesta di prelievo in data 11 giugno, ho mandato la richiesta in data 06/06, divisa in 3 prelievi, due da 450 € e uno da 100 €, quello da 100 € è stato approvato in data 13 giogno e pagato, mentre quello da 900 € niente, la chat mi dice che è tutto completato e che non possono fare niente, il supporto non mi risponde da 8 giorni, ho mandato alla chat la mail di conferma approvazione prelievo e screen movimenti bancari dove si vede che non ho ricevuto pagamenti da 900 € o due da 450 da loro, non so più cosa fare. grazie dell'attenzione

Dear andrean95,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope, we will be able to help you to resolve this case as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

yes, I made 4 more withdrawals successfully, one of 300, one of 400 and two of 100, the verification was never confirmed by them but I sent everything, they even asked me for the debit card front and back of the mallets I only turned the opposite because with the cvc then it can be used on other sites and I did not think it was right, my winnings were accumulated with real money and without the use of bonuses, thanks to you for the help.

Andrew

si ho effettuato altri 4 prelievi con successo, uno di 300 uno di 400 e due da 100, la verifica non è mai stata confermata da loro ma io ho inviato tutto, mi chiedevano perfino la carta di debito fronte e retro magli ho girato solo il fronte perchè con il cvc poi può essere utilizzata su altri siti e non credevo fosse giusto, le mie vincite sono state accumulate con soldi veri e senza l'utilizzo di bonus, grazie a voi per l'aiuto.

Andrea

Thank you for your reply, andrean95. Could you please advise when exactly you made your last successful withdrawal? Approximately how many days did it take to be fully processed?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

the casino today replied to me saying that the withdrawal was not successful after they had sent me the confirmation email, also I point out that the system does not allow me to withdraw because it says that I have to play the funds at least once, of course it's a bug but I can't withdraw now without replaying everything.

let me know if you still need our email communications, I don't know what to do anymore.

il casino oggi mi ha risposto dicendo che il prelievo non è andato a buon fine dopo che invece mi avevano girato la mail di conferma, inoltre faccio presente che il sistema non mi permette di prelevare perchè dice che devo giocare almeno una volta i fondi, chiaramente è un bug ma non posso più prelevare ora senza rigiocare tutto.

fammi sapere se ti servono comunque le nostre comunicazioni via mail, io non so più cosa fare.

Do I understand correctly that you have completed the wagering requirements for your deposit before you requested the withdrawal?

And yes, if there is any communication between you and the casino that would help us in this case, please forward it to me, so we can gather as much information as possible.

Dear andrean95,

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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.