BigBoost Casino - Player's account remains active despite self-exclusion request.

Dear casino guru Team,

I am filing a formal complaint against Big Boost Casino, operated by White Star B.V. under license No. OGL/2023/159/0076 issued by the Curacao Gaming Control Board (GCB). The casino failed to comply with its responsible gambling obligations, which led to significant financial loss.

On 22nd December 2024, I requested an indefinite self-exclusion from the casino due to gambling concerns. Despite my clear request, the casino did not honor the self-exclusion and left my account active. As a result, I deposited and lost a total of $12,374 NZD after my exclusion request. This loss would not have occurred had the casino followed proper self-exclusion protocols.

Details of the Issue:

1. Self-Exclusion Request: On 22nd December 2024, I explicitly requested to have my account self-excluded indefinitely.

2. Failure to Act: The casino failed to take timely action, leaving my account accessible.

3. Financial Loss: Following their negligence, I deposited and lost $12,374 NZD after the date of my self-exclusion request.

Resolution I Am Seeking:

I request a full refund of the $12,374 NZD deposited after my self-exclusion request on 22nd December 2024. Additionally, I ask the casino to:

• Permanently exclude my account from further access.

• Acknowledge their failure and take steps to improve their responsible gambling practices to prevent such issues for other players.

Supporting Evidence:

• Documentation of my self-exclusion request (emails or chat logs).

• Transaction records showing deposits made after my exclusion request.

This incident has caused me significant financial and emotional stress. I trust casino guru will assist in mediating this matter to ensure Big Boost Casino takes full responsibility for their actions.

Thank you for your support. I am prepared to provide any additional information or evidence necessary to resolve this matter.

Best regards,

Dear priyajayaraj3017,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve encountered with BigBoost Casino.

We’ve reviewed the forwarded communication, and while we can see the casino’s acknowledgment of your self-exclusion request, we could not find the initial self-exclusion request you mentioned in your complaint. To assist us further:

• Could you please confirm whether you still have a copy of the original request and forward it to us?
• Did you explicitly mention gambling concerns or addiction issues in your initial self-exclusion request?

Additionally, it would help if you could provide:

• Any screenshots or further communication with the casino that might clarify their response. My email address is petronela.k@casino.guru.
• A complete record of your deposits made after December 22, 2024, to help substantiate your claim.

Your cooperation is vital to proceed with this case, as we rely on evidence to mediate effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

I have raised to self exclude me in their chat system as a result they have got in touch with me. Hence I do not have something that I sent out but I have submitted the email conversation. I have also emailed the casino requesting refund and closure again however no response from them yet.

I also asked them for the statement of deposits which they refused to provide. Do you want me to send the email I received during each deposit?

Hi priyajayaraj3017,

From the email communication you've shared, it’s clear that the casino acknowledged your self-exclusion request on December 22nd, requested your personal documents (which you promptly provided), and subsequently asked how long you wanted the self-exclusion to last. You responded with a request for permanent exclusion.

To help us better understand the situation and assist you effectively, I’d like to clarify a few points:

• What reason did you provide when initially requesting self-exclusion?
• Is your account still accessible, or has the casino taken steps to deactivate it?
• After December 22nd, did you contact the casino again regarding your self-exclusion or related concerns?

Looking forward to your reply.

Hi Petronela,

please see my responses below and attached files of communication from Bigboost.

1- The reason I wanted self exclusion was I am out of control and spending way too much in casino, so I wanted to permanently self exclude myself

2 - My account is still active with them, I can still access it and make deposits and play games.

3 - Yes, I did contact multiple times. They also emailed me for 10% cashback offer by an account manager, I emailed them back asking to self exclude me and refund my money back and no response again. I have attached all proofs.

Kind regards,

Priya

Hi priyajayaraj3017,

Thank you for your detailed response and for providing the attached files. I appreciate your cooperation and patience as we work through your case.

• To clarify, could you confirm if you explicitly mentioned your gambling problem to the casino’s live chat or in your emails? We still haven’t received the initial self-exclusion request that the casino referred to on December 22nd (8:40 PM). If you have a copy of that communication, could you please forward it to us?
• Additionally, could you provide your cashier history? This will help us review the timing of your deposits and better understand the context of your request.

Thank you for your reply.

Hi Petronela,

As I already mentioned, I do not have the chat transcript from Big boost. I have requested self exclusion via the online chat system and they contacted me via email following the chat. So I do not have the initial request I made as it was through chat system.

I will email the bank transaction of the money spend in big boost following the 22nd December.

kind Regards,

priya

Hi priyajayaraj3017,

After reviewing the forwarded communication, we could not find any mention of a gambling problem in your messages from either January 11th or December 22nd. This makes it difficult for us to pinpoint the exact date from which your self-exclusion should have been applied.

• Could you please confirm whether your account is still accessible? If it is, I recommend sending a clear self-exclusion request using the proper template below:

Email Subject: Self-Exclusion

Player’s Information:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

Email Content:

"Greetings Big Boost Casino,

I am writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime]. The reason for my decision is [briefly state your reason, e.g., gambling-related concerns].

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed period."

Please send this email to support@bigboost.com and feel free to CC me at petronela.k@casino.guru. I’ll be happy to assist further.

Additionally, if there is an alternative contact method such as live chat or WhatsApp, I recommend using those options and saving screenshots of the communication for future reference.

Looking forward to hearing from you soon.

Dear priyajayaraj3017,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.