Boomerang-Bet.io Casino - L'annullamento del bonus da parte del giocatore ha causato confusione con i fondi.

I deposited 100€ with a 200% bonus at Boomerang Casino. After a few spins, I quickly reached 1150€. Since I was still playing with real money and, according to the terms and conditions and the chat support, the bonus is "non-sticky", I decided to cancel the bonus. But instead of having 950€ left, only 100€ remained in my balance, which was just the deposit. When I inquired via email, they told me that the bonus money was used first. However, this is not the case at any casino, including Boomerang. Here is an excerpt from their terms and conditions:

All bonuses are non-sticky. This means that you can request your withdrawal only after the wagering requirements are fully met. Moreover, you start playing with real money first, then bonus money, and once the bonus money is lost, the bonus is also lost.

Ich habe im boomerang Casino 100€ mit einem 200% Bonus eingezahlt. Nach ein paar Spins bin ich schnell auf 1150€ gekommen. Da ich noch im Echtgeld war und der Bonus laut AGBs und Nachfrage im Chat "nicht klebrig" ist, habe ich den Bonus storniert. Aber anstatt den 950€ standen nur noch 100€ in meiner Balance, also die Einzahlung. Auf Nachfrage per Mail, sagt man mir das erst das Bonusgeld benutzt wurde. Das gibt es allerdings in keinem Casino, auch nicht bei Boomerang. Hier der Auszug aus Ihren AGBs:

Alle Boni sind nicht klebrig. Das bedeutet, dass Sie Ihre Auszahlung erst dann beantragen können, wenn die Wettanforderungen vollständig erfüllt sind. Außerdem beginnt man zunächst um echtes Geld zu spielen, dann um Bonusgeld, und sobald das Bonusgeld verloren geht, geht auch der Bonus verloren.

Dear asgard18,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from the 1st Sport Welcome Bonus 200% up to 3000€? I have checked the bonus policy, and this is what I found: 

"A player may cancel an active bonus at any time from the Profile section or by contacting our Support team. By canceling the bonus, the whole amount in the Casino Bonus balance will be voided." 

"All the bonuses are non-sticky. It means, you cannot request your withdrawal until wagering requirements are fully fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."

When bonuses are non-sticky, it means that after you meet the bonus wagering requirements and withdraw your winnings, the bonus amount that was credited to your deposit won't be deducted from the winnings. This has nothing to do with canceling a bonus.

Could you please share your communication with the casino regarding the canceled bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I sent a screenshot of a casino email by email. It was a 200% casino bonus from a streamer who also advertised the bonus as non-sticky. After reading the terms and conditions, it says:

"All bonuses are non-sticky. This means that you cannot request your withdrawal until the wagering requirements are fully met. Also, you start playing for real money first, then bonus money, and once the bonus money is lost, the bonus is lost too"

That means it's a non-sticky bonus and I'm only playing with real money. The winnings from it can be paid out, as is usual with a non-sticky bonus. What would be the point otherwise? Then it would be a sticky bonus and would have to be labeled as such.

Einen Screenshot einer Casino Mail habe ich per Mail geschickt. Es war ein 200% Casino Bonus eines Streamers der den Bonus ebenfalls als non Sticky beworben hat. Nachdem ich die AGBs gelesen habe und dort steht:

"Alle Boni sind nicht klebrig. Das bedeutet, dass Sie Ihre Auszahlung erst dann beantragen können, wenn die Wettanforderungen vollständig erfüllt sind. Außerdem beginnt man zunächst um echtes Geld zu spielen, dann um Bonusgeld, und sobald das Bonusgeld verloren geht, geht auch der Bonus verloren"

Heißt das es ein non Sticky Bonus ist und ich erst mit Echtgeld spiele. Die Gewinne daraus kann man auszahlen. So wie es bei einem non Sticky üblich ist. Was hätte er sonst für einen Sinn? Dann wäre es ein Sticky Bonus und müsste auch so gekennzeichnet werden.

Dear asgard18, are you fully aware that you canceled the bonus yourself?

Hello, of course I canceled the bonus myself. How else is it supposed to work? Since the real money is separate from the bonus (non-sticky), only €200 (200% bonus) should have been deducted from me. As I said, the winnings were made with real money. How else am I supposed to get the real money if I don't cancel the bonus? I've done that several times in other casinos without any problems...

Hallo, natürlich habe ich den Bonus selbst storniert. Wie soll das sonst funktionieren. Da das Echtgeld vom Bonus getrennt ist (non-Sticky), hätten mir nur 200€ (200% Bonus) abgezogen werden dürfen. Die Gewinne wurden, wie gesagt, mit Echtgeld erzielt. Wie soll ich sonst an das Echtgeld kommen wenn ich den Bonus nicht storniere? So habe ich das mehrfach in anderen Casinos ohne Probleme gemacht...

Dear asgard18, were the bonus wagering requirements fulfilled at the time you canceled the bonus?

Sorry, but am I talking to a brick wall?! With a non-sticky bonus you don't have to wager the bonus if you win with real money. I have the feeling that they are only working half-heartedly here. The problem has been explained several times now. The situation is clear. Why is it being delayed like this? And why is the casino not commenting on it?

Entschuldigung, aber rede ich mit einer Wand?! Bei einem non Sticky Bonus muß man keinen Bonus Umsetzen wenn man mit Echtgeld gewinnt. Ich habe das Gefühl, dass man hier nur halbherzig arbeitet. Das Problem wurde jetzt doch mehrfach erklärt. Die Sachlage ist doch klar. Wieso wird das so hinausgezögert? Und wieso äußert sich das Casino nicht dazu?

Dear asgard18, as stated by the casino in the emails you provided, canceling a bonus renders all associated conditions and winnings invalid.

Your experiences with other casinos regarding non-sticky bonuses do not apply here; the casino clearly defines the meaning of a non-sticky bonus and the consequences of cancellation in its terms and conditions.

Then the bonus terms and conditions are clearly worded incorrectly. That's what I followed. A non-sticky is not a non-sticky if real money and bonus money are not separated. This is obviously misleading. What would a sticky bonus be at Boomerang then? That has nothing to do with other casinos. You can't write non-sticky in the bonus terms and conditions and then treat the bonus as sticky.

Dann sind die Bonusbedingungen klar falsch formuliert. Danach habe ich mich gerichtet. Ein non Sticky ist kein non Sticky wenn Echtgeld und Bonusgeld nicht getrennt sind. Dies ist offensichtliche Irreführung. Was wäre denn dann ein Sticky Bonus bei Boomerang? Das hat nichts mit anderen Casinos zu tun. Man kann nicht non Sticky in die Bonusbedingungen schreiben und dann den Bonus als Sticky behandeln.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.