Boomerang Casino - Spelarens insättning lades inte till spelarens konto.

Ladies and Gentlemen

On 07/24/2023 I paid in twice an amount of 200 euros. One deposit was successful, the other 200 euros have not yet been credited to my player account. When I complained about this and sent the two debits to the boomerang casino employees, she wanted my complete bank statement for the month of June! I then asked why I should send my complete June bank statement, it said the finance department wanted it, and I didn't agree. It said if you don't send it to us then you can't process it! I kept asking why all of June?!? But my questions kept bouncing off a wall. What should I do about the 200 euros that have not been credited to me?!?

Still for info; I'm a player from Germany, but I can't change it in the bar at the top!

Best regards

Özer *****

Sehr geehrte Damen und Herren,

Ich habe am 24.07.2023 jeweils zweimal einen betrag in Höhe von 200 euro eingezahlt. Die eine Einzahlung war soweit erfolgreich, die anderen 200 Euro sind bis heute nicht auf meinem spieler Konto eingebucht. Als ich dieses reklamiert habe, und die zwei Abbuchungen den boomerang casino Mitarbeiter versendet habe, wollte Sie meinen kompletten kontoauszug für den Monat Juni! Darauf habe ich gefragt weshalb ich meinen kompletten Juni kontoauszug senden soll, hieß es das möchte die finanzabteilung, wo ich nicht einverstanden war. Es hieß wenn Sie es nicht uns senden dann können Sie es nicht weiterverarbeiten! Ich habe immer wieder nachgefragt weshalb kompletter Juni?!? Aber meine fragen sind immer wieder an eine Wand abgeprallt. Was soll ich tun zwecks der 200 euro die mir nicht gutgeschrieben worden sind?!?

Noch zu info; ich bin ein Spieler aus Deutschland, nur oben kann ich es in der leiste nicht ändern!

Mit freundlichen Grüßen

Özer *****

Dear oezer55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

Please note casinos ask for bank statements in these situations to verify if the transaction for the deposit is recorded there and if the transaction isn't recorded also as returned.

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

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Thank you for the information! I would like to contact the bank, but I don't know which one to contact?!? I asked boomerang casino to give me the possibility to contact the respective bank, but I don't have any. Get info.Should I ask about my bank?

Best regards

Vielen Dank für die Information! Ich würde gerne die bank kontaktieren, nur weiß ich nicht welche ich kontaktieren soll?!? Ich habe boomerang casino gebeten mir die möglich für den kontak zur jeweiligen bank zu geben, nur habe ich keinerlei. Infos erhalten.Soll ich vielleicht über meine bank erfragen??

Mit freundlichen Grüßen

Dear oezer55,

If your deposit wasn't credited so far, kindly contact your bank for information about the transaction, as it might bounce back to your bank account.

I will set the timer for an additional 21 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

This is the response from boomerang casino:

All screenshots you provide show completed deposits.

Let's make some casino magic happen,

amelia

VIP Department Boomerang Casino

In the meantime it has become 400 euros that have been deducted from me and have not been credited!

Das ist die Antwort von boomerang casino:

Alle von Ihnen bereitgestellten Screenshots zeigen abgeschlossene Einzahlungen.

Let's make some casino magic happen,

Amelia

VIP Department Boomerang Casino

Mittlerweile sind es 400 euro geworden die mir abgebucht sind und nicht gutgeschrieben sind!

And then, at my request, this came up;

If so, provide a screenshot of the failed deposits.

Let's make some casino magic happen,

amelia

VIP Department Boomerang Casino

Same play again... I'm talking to a wall!

Und dann kam auf meine anfrage das hier;

Stellen Sie in diesem Fall einen Screenshot der fehlgeschlagenen Einzahlungen bereit.

Let's make some casino magic happen,

Amelia

VIP Department Boomerang Casino

Das gleiche spiel wieder... Ich rede gegen eine Wand!

Thanks for the update.

Could you please advise if you provided the casino with the same screenshots from your bank application as you submitted to us?

Could you please send a screenshot of your transaction history in the casino from the time period of the 2 failed deposits?

Please post the information here or send it to my email at tomas@casino.guru

Hello,

Sent it to her email!

Kind regards

Hallo,

Habe es an ihre Email versendet!

Mfg

I can see you submitted the screenshots to us.

Do I understand correctly the 200+200€ still haven't been credited to your casino account?

Please let me know.

That's exactly how it is 200 plus 200 I still have a total of 400 euros in my player account and nothing in my checking account! The money vanished into thin air

Kind regards

Özer ****

Genau so ist es 200 plus 200 insgesamt 400 euro habe ich noch auf meinen spielerkonto und nichts auf meinen Girokonto zurückbekommen! Das geld hat sich in der luft aufgelöst

Mfg

Özer ****

Thank you very much, oezer55, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 oezer55,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." As my colleague Tomas already mentioned both the casino and payment provider need to investigate the issue but bear in mind that it’s a complicated process that might take

I will contact the casino if they can shed more light on this matter.

We would like to invite Boomerang Casino to join the conversation.

Dear Boomerang Casino,

Can you please provide more information on why the deposit was still not credited to the player's casino account?

Dear Casino Guru team,

Thanks for inviting us to the conversation. As we can see, 2023\07\24 the player made five deposit attempts in the amount of 200 EUR. After forwarding the issue to the payment provider, we got an update that only one deposit was complete.

Please let us know if any more information is required.

Kind regards,

Boomerang Casino team

Yes?! And what am I supposed to do with that statement? As mentioned, two times 200 euros have been booked from my checking account! Nothing on the player account and nothing credited back to my checking account!!! Fact is 400 € missing in total! I can send you my complete July bank statement again if you wish.

Ja?! Und was soll ich jetzt mit der Aussage anfangen?? Es ist wie erwähnt, zwei mal 200 euro von meinem girokonto gebucht worden! Nichts auf dem spielerkonto und nichts wieder auf meinem Girokontos gutgeschrieben!!! Fakt ist 400 € insgesamt fehlt! Ich kann Ihnen nochmals meinen kompletten juli kontoauszug senden fals gewünscht.

Dear Serjj, 

Thanks for provided screenshots. We understand that you recently encountered an issue with your deposit attempts.

As we have mentioned before, only one deposit made on July 24th was successful, four others, including the deposit represented on the screenshot with ID 256508685, were declined by the payment provider. 

During 2023\07\31 you have made three deposit attempts, only one of them was successful.

Kind regards,

Boomerang Casino team

I understand you so far, but it was booked from my checking account anyway! I sent you my bank statement for the complete statement as a pdf from July, don't you see that?!?! Which bank is that where I can get in touch with them?! If it's not successful, they have to credit it back to my checking account... That's what it's all about! On the two days it is about, the error message also came up, when I checked online banking, it was booked! They talk about the screenshots all the time, look closely at the full July excerpt pdf I turned to them. When I used the screenshots back then no one cared and wanted the full July but apparently you can't research... I feel like I'm talking to a brick wall! Your vip responsible I have the feeling that there are different employees who don't quite know what the left and right hand is doing. It's not my concern that I want any credits or anything else from you... As mentioned, which bank is it that processes the whole thing so that I can get in touch with this bank.

In the upper 4 screenshots from July 24th and July 31st, 200 euros have been booked and also credited to my player account and the other 200 euros have been debited again but not credited to my player account! I also ask the Guru Team, what am I describing wrong here? Do you understand the problem I am trying to describe?!?

ichverstehe Sie soweit, nur wurde es von meinem girokonto trotzdem angebucht! Ich habe vom Juli ihnen meinen kontoauszug für den kompletten auszug als pdf gesendet, sehen Sie das nicht?!?! Welche bank ist das wo ich mich bei denen in kontakt setzen kann?! Bei nicht erfolgreich müssen die es doch wieder gutschreiben auf meinem girokonto... Darum geht es auch! An den zwei tagen um die es geht kam auch die Fehlermeldung fehlgeschlagen, als ich über online banking überprüft habe, ist es gebucht worden!! Sie reden die ganze Zeit über die Screenshots, schaut euch genau mal den kompletten Juli auszug als pdf an die ich ihnen gewendet habe. Als ich damals die Screenshots verwendet habe hat es keinen interessiert und wollten den kompletten Juli haben, aber anscheinend können Sie nicht recherchieren... Ich habe das Gefühl, ich rede gegen eine Wand! Ihre vip zuständig habe ich das Gefühl, es dind unterschiedliche Mitarbeiter, die Anfragen auch nicht ganz wissen, was die linke und rechte Hand macht. Mir geht auch nicht darum dass ich von ihnen irgendwelche Gutschriften oder sonst etwas möchte... Wie erwähnt, welche bank ist es, das das ganze bearbeitet damit ich mich mit dieser bank in Verbindung setzen kann.

Bei oberen 4 Screenshots vom 24.7 und 31.7 haben jeweils einmal 200 euro gebucht und auch auf meinen spielerkonto gutgeschrieben und jeweils die anderen 200 euro wieder abgebucht aber nicht auf meinen spielerkonto gutgeschrieben! Ich frage im die runde auch das Guru Team, was beschreibe ich falsch hier? Versteht ihr das problem was ich versuche zu schildern?!?

Dear oezer55,

I understand the issue and what are you asking about, however, please bear in mind that the casino team is unable to completely respond to your inquiry because they do not always get specific information on the source of payment transaction problems.

Dear Boomerang Casino team,

Could you kindly review the unsuccessful deposits with your payment provider to determine the reasons behind them? Additionally, can you provide guidance to the player on who to contact regarding the deposit that wasn't credited?

Dear Serjj, 

Thanks for provided screenshots. We got an answer from the payment provider regarding the highlighted transactions:

REF BSF23511841 — complete

REF BSF23938280 — complete

REF 1091908172 — declined

REF 1090613407 — not existing

Please, do not hesitate to contact your bank in case of missing funds.

Kind regards,

Boomerang Casino team

Dear oezer55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

You can close the case!

Hallo,

Sie können den fall abschließen!

Dear oezer55,

Were you able to trace the payments with your bank? Can we consider your complaint to be resolved?

You can close the case as unsolved! My bank can no longer accept it for the purposes of a complaint because 14 days have passed since then.

Thanks anyway for your help

Den fall können Sie als ungelöst abschließen! Meine Bank kann es zwecks Reklamation nicht mehr aufnehmen, da es von der zeit 14 tage vorbei sind.

Danke trotzdem für ihre Hilfe

Dear Casino Guru representative,

We ask you to mark this case as resolved, as we provided all proof that only two deposits were accepted on our side.

Kind Regards,

Boomerang Casino team

Dear oezer55,

I understand your dissatisfaction with the outcome so far. I have double-checked all the disputed transactions and I've noticed there are small differences.

This transaction was successful

Paysafe Payment Solution Li TR4913357715 by Skrill REF BSF23511 841 DATUM 24.07.2023, 00.30 UHR

And this was the missing/unsuccessful transaction

Paysafe Payment Solutions TR4912119812 by Skrill REF 10906134 07 DATUM 23.07.2023, 02.24 UHR

Then from 31.07.2023 the successful transaction

Paysafe Payment Solution Li TR4925603037 by Skrill REF BSF23938 280 DATUM 31.07.2023, 02.16 UHR

And the missing/unsuccessful transaction

Paysafe Payment Solutions TR4925531612 by Skrill REF 10919081 72 DATUM 31.07.2023, 01.32 UHR

Although it appears, at first sight, that the transaction is the same to the same payment provider and receiving company, the company name, there are these differences.

The company name is without the "Li" and the Skrill REF number is without the BSF, so it looks like this was sent to a different casino or a different receiver.

Please send me the statement from the last payment method used. It looks like the payment has been sent to your Skrill wallet first and then processed from there towards the casino.

Have you made deposits to other casinos than Boomerang at the same time?

Dear oezer55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Please close the case

Thanks!

Best regards

Özer Aydin

Schließe den Fall bitte

Danke!

Mit freundlichen Grüßen

Özer Aydin

Although it seems as though the issue has been resolved, we’ve rejected this complaint as per the player’s explicit request.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.

Best regards,

Michal

Casino.Guru