What's new
What's new

Boomerang Casino - Slot nemo not paying out on Boomerang Casino

RESOLVED

Complaint Info

Disputed casino

Boomerang Casino

Reason

Missing Funds
Posted on December 4, 2022

I was playing nemo slot and got 3 scatter bonus. It played almost to the end of the game (after retriggering the scatters a number of times) I had about 3 games left at which point the winnings were over 200 euros, and the game crashed.

The provider investigated and said there was a stuck game and if I played another round it would add the winnings to my account. It added 245 winnings momentarily but when I went to Home Screen it disappeared again.

The provider now says that all game winnings were paid out. This is not true and the game just crashed with an error when I play now . I asked support on the casino and they said it is just me having the issue with the game and functions for everyone else, so I strongly believe the winnings are still stuck in the game. But I cannot get them to resolve at this point which is after almost 2 months

Posted on December 6, 2022

Dear KIERANM78,

Thank you for bringing this to our attention. We would like to clarify the situation in more detail.

On our side, on the same day you contacted us with the issue in the Nemo game (provider: Jinn), we transferred the issue to the relevant department and they sent the round to the Provider for a check. 
As per provider's reply, the problem has been fixed and we informed you about this update. You needed to join the game and play at least 1 round in order to dispose of the technical problem. After the round conclusion, the stuck winnings should be attributed to your account, but only in case there are any of them. According to information we received from you, the funds disappeared again.

Due to this, we have sent the round for further investigation with the Provider and he confirmed that the round has been settled correctly and there is no missing win found. In our turn, we also advised you to send us a screen recording if you have a general tech issue, but you did not provide us with it.

In order not to be unfounded, we have sent a confirmation screenshot that the Provider sent us with the results of the round to the Askgamblers team. In the screenshot, there is clearly visible that there were no winnings.

The game provider informed us several times that the round has been settled correctly and there were no missing wins found. We, therefore, provided the conclusion to you as soon as receive this information from the gaming provider.

We hope for your understanding and hope this settled the case for you.

Best regards,
Boomerang casino team

Posted on December 9, 2022

Thank you for replying.

What I cannot understand is the below points…

The transaction ID showed that I won 4.50 on the spin (that was the amount won for triggering 3 scatter symbols).

I sat through watching that same bonus win 215 euros before it crashed (with about 3 spins left) and no amount was added to my balance only the 4.50 from triggering the bonus. Where did these 215 euros go to? And how did I sit through 20 something free games with winnings that were not credited to my balance.

When the provider admitted that there was a stuck game and advised me to spin 1 game, I did that and momentarily 245 euros were added to my balance (I believe this 245 would have equated to 215+winnings from the 3 spins left. However that 245 euros just disappeared from my balance when I went to the casino Home Screen. Again where did there 245 euros come from and where did they go to?

I have played a few games since to see if that would fix however it did not. The game is still unstable for me as it shows a balance of 0.03 when my balance is in fact 0.00

I was told that the technical issues that was seen in the game and still is, only apply to my account and the game works ok for everyone else.

All these facts make me still believe that I was cheated out of 245 euros winnings and feel like I cannot do anything , even though the provider said there was an issue and now says there is no issue.

With regards to sending a screen recording, I informed the support agent at the time that I was unable to send the file due to email attachment size restriction, and as agreed with then I sent screenshots instead.

I have done everything I can on my side and sent all information I was asked to send .

I have contacted the provider directly (ela games) but they have. It responded to me after 4 weeks.

It’s very disappointing that I had to go through this whole process as I am a very loyal customer of the site.

AskGamblers
Posted on December 13, 2022

Dear @kieranm78,

Rest assured that the AskGamblers Complaint Team is in contact with the Boomerang Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Posted on December 14, 2022

Dear KIERANM78,

Please accept my heartfelt apologies for such a negative opinion about our casino.

Nevertheless, we surely consider you as our loyal and valued customer and therefore, we have done everything we can on our part in order to provide you with accurate information concerning this case.

We would like to point out that we have sent the round for further investigation with the Provider several times and the Provider confirmed that the round has been settled correctly and there is no missing win found. The conclusion was made on the basis of the detailed technical analysis of the rounds you reported to us.

In order not to be unfounded, we are attaching a confirmation screenshot that the Provider sent us with the results of the round that you mentioned earlier. In the screenshot, we see that there were no winnings. Moreover, we attach 4 screenshots with reel positions while the game and where can be seen that there were no winning combinations.

We have provided you with all the evidence that our actions are fully justified. Hope for your kind understanding.

Please note that we always do everything on our side to provide a professional service and try to ensure this is reflected in all of our interactions with customers.

Warm regards,
Boomerang Casino Team

AskGamblers
Posted on December 15, 2022

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Boomerang Casino management acted in accordance with their Terms and Conditions, and that rounds show no win.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.