Boomerang Casino - Hráč neobdržel cashback bonus.

Dear all,

All what I am writing today can be proved by screen shots and by evidences (emails, etc…).

I am a big player with comfortable situation. I won’t disclose the amounts played but I just inform that I did play huge amounts.

This casino assigned to me a VIP Manager (Anastasiya).

Apart from being unable to reply to some technical issues this is my last experience (may 9, 2022) :

- there is a weekly cash back that player should ask for. It is not automatic, if you forget to request it you won’t have it. Anastasiya did send me the paragraph confirming this from Terms and Conditions.

- once I knew that, every Monday I send a WhatsApp message and emails to get the bonus credited.

- Monday may, 9 2022 (three days ago), I did as usual make the same request.

No response from my account manager whereas she read my WhatsApp messages. No réponses to my emails sent to the vip and even support service.

I know that my cashback is usually big but I play big also (formula is 15% of last week deposit minus bonus and withdraws).

As a conclusion : apart from unfair T&C, this casino have a bad support, a bad vip service so also a bad Management.

I don’t recommend it to big players at all : it’s really the worst I did ever know (I play on so many others that I can list).

I am considering a complaint to their higher Managers since it looks support team and VIP team are partners in mediocrity. If I have any relevant reaction from them, I will fairly change this feedback.

As told in the beginning : I have all the material to prove all what I written here

Hello elghrissi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you received this bonus before?

Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

i will do it this afternoon.

evidences are :

1- WhatsApp messages including the one sayin I have to request otherwise nothing (the T&C paragraph).

2- mails and WhatsApp messages saying my bonus is credited.

3- mails and WhatsApp messages related to 9th of May where I did get nothing.

4- and as bonus for you (laugh), all the deposits I made in this casino (so I prove I am a big player, please do never disclose them publicly).

kind regards and thank you for existing.

pS : I am open for a phone call.

Hi Kristina,

I sent you all I have.

please check your mailbox.

kind regards,

Thank you for your reply, elghrissi. I went through everything you have forwarded, and I believe that if you lost the right to this bonus, the casino should at least inform you about it.

On the other hand, the casino is not obliged to give any bonuses, nor we can force the casino to do so. We would really like to help you, but it is impossible for us this time.

Please, let me know if there is anything else we could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Hi Kristina,

i don’t really understand. With my vip status, and considering T&C, it seems they commit to cashback.

Anyway, I wish my review and complaint will make you downgrade their rating.

regards,

I understand, but bonuses are like a gift from the casino, and they are not obliged to give you any bonuses.

Unfortunately, after gathering all the necessary information we have decided to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.