BigBoost Casino - Player's self-exclusion request ignored.

On the 6th of October I adhered to Big boosts self-exclusion instructions and requested permanent exclusion through email, and I also notified them that this was due to gambling issues. Weeks later (20th of November), attempting to play again, I was able to log in and play, leading to a significant loss. I contacted the casino again, and asked them to close my account. I also confronted them about their failure to close my account earlier. I provided evidence of the email, until they were staisfied, then awaited a response. However, they claim not to have received the email, which is implausible, as no delivery failure notification was received. I will attach proof, asserting a lack of honesty on their part. I demand the return of my funds, as they failed to fulfill their agreement, which lead to me losing money and also constituting a breach of their license.

Dear jwall88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Thank you for forwarding the relevant communication.

I noticed that you submitted your self-exclusion request to hello@bigboost.com. Upon reviewing the terms and conditions, I discovered an alternative email address for addressing responsible gambling concerns: customerhelp@bigboost.com.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BigBoost Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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

Please send another email to customerhelp@bigboost.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Looking forward to hearing from you.

Hi again.

In my discussion with the casino, the issue was never that it was sent to the wrong email address. See attached screenshots from their responsible gamblings section (in Norwegain). it Proves that I indeed used the correct address.

They say that they did not receive it, which is not true. I clearly marked the subject with "self exclusion". They have closed my account now, but that does not help me regarding the lost funds.

"Hi

I would like a permanent self exclusion due to gambling issues.

-sencored name-"

In my opinion this states quite clearly why and for how long I want to close my account for.

Thanks for your response and clarification, jwall88. I appreciate your email stating that you're in direct communication with the casino. I'll await your update patiently and look forward to hearing from you soon.

Hi again

In the end, they acknowledged receiving my self-exclusion email but claimed it ended up in their spam folder. It strikes me as odd that a self-exclusion request from a registered member would be treated as junk mail. I received an email today where they attribute the responsibility to me and are unwilling to provide reimbursement.

The way I see it is that I followed all the necessary steps for self-exclusion, while they failed to fulfill their part, making it their responsibility.

Could you please forward this last communication to petronela.k@casino.guru? Thank you.

Hi,

I've forwarded their last two emails to you. The first one finally acknowledges receipt of my email, and the second one claims the issue is not their responsibility, asserting that the email never reached support, despite their earlier confirmation that they in fact received the email.

Thank you very much, jwall88, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jwall88,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jwall88,

I have established a communication line with the casino team. There is an ongoing exchange of information and evidence. I will get back to you as soon as possible. I am extending the timer by 7 days.

Dear jwall88,

I was promised additional information, but there is a delay due to the holidays. I am forced to extend the timer one more time. I will get back to you as soon as possible. Thank you for your patience.

Hi

Any update from the casino? I dont understand why they need over a month to reply.

Hi jwall88,

I am currently in ongoing discussions with the casino team, as they are not willing to respond here. I have requested additional evidence to support their claims. I will definitely inform you if there is any new information. Thank you very much for your patience.

Thanks for the update.

Dear jwall88,

The casino team will provide us with an explanation here.

Did they give you a time frame? I don't understand why this is taking months.

Dear jwall88,

thank you very much for your patience. I am very sorry that it has taken so long, but the communication with the casino team is slow. During Christmas it was understandable, however now it is almost the end of January, and it is still quite similar.

I will update you on the situation. According to the casino, they never received your initial email from October 6th. They claim that it did not end up in their spam folder, as they initially stated.

Normally, this case would be rejected, since the self-exclusion should apply since the casino confirmation. And when the casino claims that they never received such an email, the issue does not need to be at the casino site. Additionally, we believe you should get back to them on their 24/7 live chat, or email them again about what is going on. As you could see on the 22nd of November, they reacted quite promptly.

However, there are several uncertain aspects that I have asked the casino to clarify before I finalize this case. I will now extend the timer one last time. Depending on the casino's response, I will close it accordingly. Please note that after closure, there is a possibility of contacting their licensing authority, but in a similar case, there is not much hope of success.

It's noteworthy that they are retracting their initial confirmation of receiving my request. Quite interesting. Additionally, I agree that most casinos typically send a confirmation email upon self-exclusion, yet this is not explicitly mentioned in Big Boost's responsible gaming section or the corresponding terms and conditions.

In my secound request, I made it clear that this situation amounts to a breach of their license agreement. I explicitly communicated that unless they promptly close my account, I would escalate the matter, which may have spurred a faster response.

Appreciate your assistance. I'll try reaching out to them.

Dear Andreas,

I hope you are doing well.

First, I apologize for the wait for my response, as Jozef said communication was delayed during the holidays, which resulted in a longer than usual time to gather the information from every department.

Secondly, I want to make it clear that we never received the email you sent on October 6th; the only correspondence we received was on November 21st, which is when the account was closed. We have supporting documentation for this.

Lastly, I would like to apologize for any confusion or misunderstanding that may have occurred when one of the team members claimed to have received it in the spam folder. We never received the email. I have sent Josef a ss from our spam folder to confirm the above.

I am available to you if you require any extra assistance in resolving this matter.

Thank you for your patience and understanding.

It appears that you will get away this as there seems to be no proper method for proving one way or the other.

For the record:

The email was sent to the correct address without any delivery failure notification.

You personally informed me that the email landed in your junk mail, a statement you now disavow.

Manipulating a screenshot by moving or deleting an email is a simple task.

Regardless, I'm conceding, but if you possess genuine supporting evidence, please feel free to email me. I would appreciate it if you are indeed being truthful.

Dear jwall88,

Thank you very much for your patience during the resolution. Based on the information provided, we believe you are not eligible for a refund. The self-exclusion policy only applies after confirmation from the casino team. Since you did not receive confirmation, further action is required on your part. The casino offers 24/7 live chat support, or you could consider sending another email to inquire about the status of your initial email. While there are some suspicious aspects to this case, they are not sufficient to compel the casino team to issue a refund. I have received evidence that supports their claims in this matter. I am very sorry, but I am forced to reject your case.

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru