Complaint #11 Boomerang Casino

Slot nemo not paying out on Boomerang Casino

By kieranm78

3 years ago

Message on forum

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

Disputed Casino Boomerang Casino

Reason Missing Funds

Discussion

AskGamblers

• Support Team

3 years ago

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.

Boomerang Casino

• Representative

3 years ago

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

• Support Team

3 years ago

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.

kieranm78

3 years ago

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.

Boomerang Casino Complaint Stats

Resolved 8 / 10

Avg. Amount $40,412

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Boomerang Casino Complaints

See all complaints for this casino

Withdrawal delayed since May 22nd

I am writing to formally express my dissatisfaction regarding a pending withdrawal that has not yet been processed.

I have been waiting since May 22 for a withdrawal of 200,000 HUF. All required verification documents were submitted on time and have been accepted and approved by your verification team. Despite this, my withdrawal has still not been completed.

Instead of receiving a clear update or resolution, I am repeatedly receiving generic template responses asking for patience and assuring me that my request is “being processed.” Unfortunately, these responses have not provided any real information, timeline, or explanation for the continued delay.

This situation is becoming increasingly frustrating, as a significant amount of time has passed without any concrete progress. I have fully complied with all your requirements, and I expect the same level of professionalism and commitment from your side in processing legitimate withdrawals in a timely manner.

70h left

Ft200,000

Refuses fair solution for faster withdrawal

**Complaint about extremely slow and disproportionate payout of a €315,000 win**

Dear AskGamblers Team,

I would like to submit a complaint regarding Boomerang Casino and the extremely slow payout of my winnings.

My current winnings/balance are approximately **€315,000**. However, Boomerang Casino currently allows me to withdraw only **€7,000 per month**. At this rate, it would take around **45 months** until I receive the full amount.

In my opinion, this is completely disproportionate for a case of this size. A win of €315,000 is not a normal everyday withdrawal case, and I believe the casino should review this situation individually instead of only referring to standard monthly withdrawal limits. Unfortunately, so far I have the impression that Boomerang Casino is not seriously trying to find a fair and practical solution together with me.

The main issue is not that the casino refuses to pay completely, but that the payout speed is extremely slow. This creates serious risks for me as a player. Over a period of almost four years, many things could happen that are completely outside my control. For example, the casino could run into financial difficulties, the ownership or management structure could change, payment policies could be modified, or other business-related issues could arise. In my opinion, this risk should not be shifted onto me. I won the money legitimately, and I should not have to carry the uncertainty of waiting almost four years to receive the full amount.

I have already raised this issue through different channels, but the situation has not changed. Even public complaints and external pressure do not seem to lead to any real movement from the casino’s side. This is frustrating, because a fair solution would also be in the casino’s own interest.

I am contacting AskGamblers because your platform is one of the first and most established complaint platforms created to help online casino players. Platforms like AskGamblers are often one of the few ways players can bring attention to unfair, unreasonable, or disproportionate treatment by casinos.

From my perspective, a faster payout would not harm the casino in the same way this situation is currently harming its reputation. Based on publicly visible information, including crypto wallet activity and the general scale of the casino’s operations, a direct or significantly faster payout in my case appears to be only a small amount compared to the overall activity of the casino. In other words, paying me faster would likely be a “drop in the ocean” for the casino, but it would make a major difference in resolving this case fairly.

This case has already become quite public. A fair solution would significantly improve Boomerang Casino’s reputation. Instead of being seen as a casino that delays a large win over several years, Boomerang Casino could show that it handles exceptional cases responsibly and is willing to protect players when an unusually large win occurs.

My request is that Boomerang Casino offers a realistic and fair special payout arrangement, for example:

* a significantly higher monthly withdrawal limit,
* a larger one-time payout,
* a special payout agreement for this exceptional case,
* or a faster payout method such as bank transfer or cryptocurrency.

I want to clarify that my complaint is mainly about the payout structure, not about the games themselves. The website is well designed, the game selection is good, and the live casino experience is enjoyable. The serious issue is the extremely slow and disproportionate payout process after a big win.

If Boomerang Casino provides a fair solution and speeds up the payout process, I am willing to update my complaint and public review accordingly.

Kind regards,
Franklin

Unresolved

€315,000

Account reopened after self exclusion Boomerang casino

Hello everyone, I'm here asking for help following my unfortunate experience with Boomerang Casino. I'm a compulsive gambler and have been struggling with gambling addiction for over 10 years now. In 2024, I registered with this online casino and lost over €5,000. Tired of this situation, and after consulting a psychologist, I decided to start 2024 off right and asked the casino to permanently close my account due to gambling addiction and to no longer allow me to access it. The problem is that in 2025, following a computer update, the online casino reopened my account! It wasn't me who created a second account, but rather they reopened the account that should have remained closed! As a result, I lost €1,370! I'm falling into a terrible depression. I spoke to my doctor about it, who advised me to ask them again to close the account, which they did the right thing. But today I'm requesting a refund of all the deposits I made on this site in 2025! I requested a refund on March 10th, and since then they've been telling me the same thing! "Your request is being processed." I'm sick and tired. The casino has a good reputation, and I'm sure they'll resolve this problem quickly. Thank you all for your attention.

Resolved

€1,370

Not answering or processing withdrawal

Boomerang closed my account and sent me an email where they wanted to know my wallet adress so that they could send me my initial deposit. Sent them my wallet adress the 6th of january. Have sent a total of 3 emails asking whats happening. None of the emails have been answered and i have not recieved the money.

Resolved

kr2,000

Declined payment 1

I deposited CZK 500 from my credit card account into the game. The deposit was initially declined, but in 2 days the amount was debited from my account. When I wanted to withdraw my winnings, it reported an error saying that it was not possible to withdraw money. They didn't answer me in the casino's chat, they just wanted me to deposit more money. The problem will be in the deposit transaction, it's not standard. The payment went from the card, but the deposit into the player's account was made manually....? In my opinion, the casino is not proceeding correctly.

I require to return the deposit including the winnings, a total of 1500 CZK.

Rejected

Kč1,500

Boomerang Csino - Breach of law account not closed at Rabidi NV Product

I'm contacting you regarding a serious breach of law that occurred at this casino. Owned by the same company as my previous complaint, and the same breach of law. Despite following the proper procedure outlined on the website to close my account due to my gambling addiction, I found that a few days later, I was still able to deposit funds and continue gambling. This not only violates legal regulations but also contradicts their own terms and conditions. I sent an email stating my addiction and asking for account closure. By failing to promptly close the account of a player who explicitly stated their addiction, they neglected their legal duty to protect me. I insist on a refund for the deposits I made during this period. The severity of this breach cannot be overstated, and I have concrete evidence to support my claim. I attached screenshots one of the many transactions made after the official e-mail (send to close account due to addiction) and a screenshot of their terms and conditions which I followed. Stated that account will be closed “within next 24 hours”

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Payment not received after 5 weeks

My name is Moldovan Marius, and I have an account on Boomerang-Casino, I tried to receive a payment 5 week's now, I tried 5 times to make it and every time the casino does not give me my money, they say technical issues occur. What can I do to get my money?

I tried 5 time's to get in touch with them, i tried all the way's possible, on email, on they chat, I have all the screen shot's they simple don't want to give me my money.

Down you can see a part of the screen shot that I was taken. I have more of them with me try to receive my payment.

Resolved

€90

Casino doesn't pay out winnings

Casino don't pay out my winnings.

I won 240 eur in this casino. After multiple mails and chats they still haven't payed out nothing.

I requested my withdrawal on 29 of October 2023 still no money on my bank account.

In the latest email conversation 2 November 2023 they wrote that my funds will be returned to my casino account although on 31 October 2023 the wrote that I had a successful withdrawal but there is no money from them. They refer to technical issues. I am still waiting for my money but casino doesn't seem to pay out my winning.

Rejected

€240

Account Closure with balance

Since more than 2 months I‘m waiting to settle my complaints and issues with missing winnings. I‘m still waiting.

Yesterday, August 17, the closed my players account without notice and reason.
I had open bets and a balance on the account. Nobody is giving me a feedback!

And on top, I have no idea about my other pending requests.

Unresolved

CHF23,000

Payout slow, technical issue is the constant excuse

This is a god casino verification 1 day but... I've been waiting for my payout of 9500 euros for 10 days. This can not be??? I always only hear technical problems or other things that are still being processed. Please solve the problem.

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€9,500