I deposited €300 on the Boomerang website, made a profit, and reached a balance of €3,211 on my account.
On March 31st, I submitted a withdrawal request of €500.
Immediately after that, they disabled my access to my account on their website. They did this without any notice or explanation.
On April 2nd, I sent them an email asking, “What is happening with my account and my funds, and why can I not access my account?”
I received no reply, so I sent another message on April 5th with the same question.
On April 6th, I finally received a response from them. In that message, they requested that I provide documents. This means they only responded a week after I submitted the withdrawal request, asking for documents, and a week after they had blocked my access to my account without any prior notice or explanation.
On April 8th, I submitted the requested documents.
Since I received no update from them for 5 days after submitting the documents, I sent additional messages on April 13th and 14th.
I finally received another message from them on April 21st, in which they again requested documents—the same ones I had already sent—along with additional payment verification.
Of course, I will provide everything they request regarding documentation. However, I replied to their last message asking what exactly they want me to submit for payment verification, and pointed out that I have already sent the requested documents. Who knows when I will receive a response from them?
I earned my winnings fairly, but this kind of behavior from the website toward its users from the moment a withdrawal is requested—now lasting 23 days at the time of writing this complaint—should simply be unacceptable. That is why I hope that platforms like AskGamblers can help protect users’ rights.
Attached to this complaint are screenshots of my communication with them to document everything I have stated above.
