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I made 2 withdrawals of 500 euros since May 28 and was told to send further documentation, I sent the documentation and it was accepted, and from then on they have been making me wait without giving me a concrete reason and simply telling me to be patient.

Honestly, I'm increasingly starting to think it's a scam and that they don't pay. I hope I'm wrong and that they fix the problem as soon as possible.

thank you and have a good evening

Ho effettuato 2 Prelievi da 500 Euro dal 28/05 e mi é stato detto di inviare ulteriore documentazione, ho inviato la documentazione ed é stata accettata, e da lì in poi mi si sta facendo aspettare senza darmi una motivazione concreta e dicendomi semplicemente di pazientare.

onestamente mi viene sempre piu da pensare che sia una truffa e che non paghino. Mi auguro di sbagliarmi e che risolvino il prima possibile il problema.

grazie e buona serata

Important notice:

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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.

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Dear IvanDeSena,

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

Hello good evening, the problem arises when they still tell me that my account is still under review even with all the documents confirmed and I have proof where they confirm via email that my documents have been processed successfully and also on the gaming account itself where they do not ask me for further documents.

But once I entered the gaming site, my withdrawals were suspended and the live chat didn't tell me anything except to be patient and that it would be resolved sooner or later and that they couldn't tell me the reasons why it was under review.

I hope these screenshots can be useful

Salve buonasera, il problema sorge quando loro ancora al giorno d’oggi mi dicono che il mio account é ancora sotto revisione anche con tutti i documenti confermati e ho le prove dove loro tramite mail mi confermano che i miei documenti sono stati elaborati con successo e anche sul conto gioco stesso dove non mi richiedono ulteriori documenti.

Ma una volta entrato sul sito gioco i miei prelievi risultano sospesi e la live chat non mi dice nient’altro se non di avere pazienza e che prima o poi si risolverà e che non possono dirmi i motivi per il quale é sotto revisione.

Spero questi screenshot possano servire

Dear IvanDeSena,

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.

Hi, good evening, no, my problem is not resolved yet. As I said in my previous message, my account is still under review even though they told me via email that all my documents have been verified, and therefore my withdrawals are still pending.

The situation has become very embarrassing and frustrating at the same time, I don't think it will ever be resolved, also because for 10 days customer support has been constantly telling me to be patient and they literally can't resolve anything.

I hope for positive feedback soon

ciao buonasera, no il mio problema ancora non é risolto, come gia detto nel precedente messaggio il mio account risulta ancora sotto revisione nonostante tramite mail mi abbiano gia detto che tutti i documenti risultano verificati e quindi i miei prelievi sono ancora in sospeso .

La situazione é diventata molto imbarazzante e allo stesso tempo frustrante, credo non si risolverà mai anche perche da 10 giorni che l’assistenza cliente mi dice sempre di pazientare e non riescono a risolvere letteralmente nulla.

mi auguro riscontri positivi in brevi termini

Hello IvanDeSena,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• 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 karla.m@casino.guru, 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

• Yes, I made only one withdrawal 2 months ago and it was successful

• The KYC verification doesn't even tell me if it was successful, but I sent all the documents and they were processed successfully, they don't ask me for further documentation so everything makes me think that it went well

•I accumulated my winnings without an active bonus

•I played on Sport.

• Si ho effettuato un solo prelievo 2 mesi fa e andò a buon fine

• La verifica Kyc non mi dicono nemmeno loro se é stata effettuata con successo, ma ho mandato tutti i documenti e sono stati elaborati con successo, non mi chiedono ulteriore documentazione quindi tutto mi fa pensare che sia andata a buon fine

•Ho accumulato le mie vincite senza un bonus attivo

•Ho giocato sullo Sport.

Dear IvanDeSena,

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, Lucia, (lucia.s@casino.guru) 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

Hello IvanDeSena,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BOOMERANG BET Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Dear IvanDeSena,

Thank you for your patience.

We would like to inform you that your account is still undergoing the verification process. We are monitoring the situation and will provide you with an update as soon as we receive further information regarding the verification.

Kind regards,

BOOMERANG BET Casino Team

Dear all,

Thank you for your continued patience.

We are closely monitoring the verification process and will return with an update as soon as we receive any new information.

Kind regards,

BOOMERANG BET Casino Team

Problem solved, my money arrived, thank you

Il Problema si é risolto, i miei soldi sono arrivati, grazie

Dear IvanDeSena,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru