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Boomerang Casino - Vanished funds

RESOLVED
Complaint Info
Disputed casino Boomerang Casino
Reason Missing Funds
Amount € 229.72
Posted on March 13, 2021

On the March 1st I was playing Temple Tumble slot. Suddenly the slot gave an "Partner cashier error" which is quite common error on that slot regardless of the casino I think. Right after the next spin I noticed that the slot showed that there were no money on my account. I had been playing on 0.80 € spins and I had around € 229 on my account once that happened.

I went to the account transactions page which then showed that there has been a transaction with the type of "table.tr­ans­act­ion.ro­llback" with the amount of EUR 720 that has deducted my account to € 0. It has the description of "Razortooth" which I found out later is also a name of a Quickspin slot on their casino. BTW that slot is having a maximum bet of €100 so in any case that should not be the case that has deducted that € 720 from my account. I'll attach the screen shot of the statement with the transaction ids to show the initial balance and the deduction by this glitch.

I did contact immediately their chat rep about the issue and they escalated the issue to their correspondent department. Since then the correspondent department has been totally silent and has not provided any update whatsoever from their investigation related to this issue.

It has now taken 10 working days and I think that I would have got even smallest update about the issue so far.

Posted on March 15, 2021

Dear ERNSTKRANKE,

We are sorry to hear that you are waiting for the solution to your problem from the technical department for more than 10 days. We want to note that your issue was transferred on as soon as we received a request from you. We really did our best, and incredibly sorry that the solution took so long. We understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.

We are prioritizing the issue you have faced, and our team is already working actively to resolve the issue. As soon as your issue will be fixed we will notify you right away.

We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and apologize for the inconvenience this has caused.

Hope for your understanding.

Kind regards,
Boomerang casino team

ErnstKranke Finland
Posted on March 16, 2021

The problem has now been solved. After almost 2 weeks of total silence and under 1 working day since the complaint got published they managed to get the solution.
"We have received a response from a gaming provider that there was an issue on the provider's side. For this reason, we want to inform you that your funds in the amount of EUR 229.72 were credited back into your account balance."
Thats the correct amount above,

Case is now closed.

Posted on March 16, 2021

Dear ERNSTKRANKE and AskGamblers Team,

It was a pleasure to assist you.

For a better understanding of the problem, here is a brief explanation of it. ERNSTKRANKE was playing Temple Tumble slot and had 229.72 EUR on his balance when he saw an error and these funds were deducted from his balance. We have transferred this issue to the technical department and received a reply that the issue was caused by a bug on the provider's side. We have credited 229.72 EUR back to the gaming account and informed ERNSTKRANKE about it.

Once again we apologize that solution took so long.

Hope for your understanding.

AskGamblers
Posted on March 16, 2021

Dear all,

As apparent from both, submitter's and casino's latest posts, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Boomerang Casino Complaints

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