Boo Casino - Player’s request for a self-exclusion has been overlooked.

Habe im Februar im Chat um Schließung für immer gebeten. Im Boo Casino sowie im bcasino.

dies wurde erst befolgt. Auf Nachfrage wurde mein Konto trotzdem wieder geöffnet und ich konnte weiter einzahlen und spielen.

habe bereits mehrfach Email geschrieben mit der Bitte um meine gesamten Chat Verläufe von Januar bis März, habe bis heute keine Antwort erhalten.

ich möchte meine Einzahlungen zurück.

Dear Claudia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://www.boocasino.com/en/responsible-gaming-policy:

„Self-Exclusion

You may choose to exclude yourself from our site for a longer period of time, including an unlimited exclusion.

Once the Self-Exclusion period ends, your account will automatically be reactivated and you will then be able to access your account. You may request for a Self-Exclusion to be removed prior to it’s expiry, however the 7 day cooling-off period will apply. The account will be re-activated on the original expiry date or after the 7 day cooling off period, whichever is the earliest.

If you do exclude yourself from our site, you will be removed from all marketing communications for the period that you are excluded. (Please note that it may take up to 48 hours for all our marketing databases to be updated.)"

I would strongly recommend sending an email including all the relevant information to support@boocasino.com. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, 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.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hallo, die Chat Verläufe habe ich von dem Casino nie erhalten, woraus hervorgeht das sie mein Konto schließen sollen.

Diese habe ich bereits mehrfach angefordert, ohne eine Rückmeldung zu bekommen.

Mit freundlichen Grüßen Claudia L***"

Thank you, Claudia, for your reply. I have created an account and in the Responsible Gambling section, I found how to self-exclude. My account got blocked straightaway.

Could you please advise if you have followed these steps as well? We always recommend players to send an email clearly marked "Self-exclusion", to be specific about the reasons why they wish to terminate their account and specify for how long. In this way, you always have proof of your action and if anything happens you can confront the casino. Could you please forward any relevant communication? If your account got reopened, have you tried to express your commitment to stay away from the gambling to Customer Support? Have you ever mentioned a Gambling problem?

Additionally, please let me explain the difference between closing an account and self-exclusion:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if the casino failed, a player may ask for a refund.

Looking forward to hearing from you.

Hallo,

leider habe ich diese Schritte nicht unternommen.

ich habe im Live Chat um Schließung meines Kontos gebeten, bereits im Februar. Und zwar unwiderruflich.

dies wurde mir auch zugesagt.

ich vermute das es ein Grund ist warum mir das Casino trotz mehrfachen Emails mit der Bitte um Zusendung der Chat Verläufe, nichts zusendet. Nicht mal antwortet.

Mit freundlichen Grüßen

claudia

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Hallo, können Sie das Casino nicht auffordern die Chat Verläufe von Januar bis März zu senden?

dann habe ich den Beweis

Before we will try requesting your chat transcript from the casino, could you please forward your cashier history to petronela.k@casino.guru? Thank you very much in advance.

Hallo , was bedeutet Kassiererhistorie?

Hallo , was bedeutet Kassiererhistorie?

Your deposits in this casino.

Thank you very much, Claudia, for your emails.

One last thing please, could you advise when you've requested your account closure and reopening? Have you ever mentioned a gambling problem or give a different specific reason?

Hallo, das genaue Datum weiß sich leider nicht. Muss im Februar gewesen sein. Ich habe um Schließung für immer gebeten mit der Info das Konto nicht wiedereröffnen zu können.

Glücksspiel Problem habe ich nicht angegeben.

As I mentioned earlier, opening and closing a casino account has almost no impact. It is the same as if you decided to open or close your bank account. The casino can act accordingly and you're not entitled to a refund. Without specifying the exact reason why you wish to close your account there is no reason for the casino not to reopen it anytime later.

On the other hand, if you specify that the reason behind your request is a serious one, such as a gambling problem, the casino should block your account as soon as possible without a possibility to reactivate it in the future.

Could you please specify what reason you have given when requesting your account closure? Looking forward to hearing from you.

Hallo, ich habe die Schließung beantragt auf Grund meiner vielen Einzahlungen und keinen gewinnen.

habe im Chat ausdrücklich um Schließung für immer gebeten.

dies wurde von einem Mitarbeiter bestätigt, es würde ein Vermerk gemacht, das mein Konto nicht wieder eröffnet werden kann

Thank you very much, Claudia, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance and contact the casino.

However, I would like to kindly ask you to bear in mind all the facts that I have mentioned in my previous replies since opening and closing an account usually doesn't entitle players to refunds.

Dear Claudia,

I’m sorry to hear about your unfortunate experience. I’ll contact the casino representative and see if anything can be done about the situation.

I would like to invite Boo Casino to join this conversation.

Hello all,

After reviewing the communications with the player I can advise that only on the most recent closure request did the player advise that this was due to having a gambling problem. At which point we placed a block on this account and also any other account that the player had registered across our network.

In addition to this, we have also advised the player of the Responsible Gaming Tools that we provide so that should the player need to set a deposit limit, Time-Out or even a Self Exclusion then this can be done without the need to contact ourselves.

Lastly, we have dealt with the players complaint regarding the closure of her accounts internally and provided a refund on some of the deposits that the player has made as a Good Will Gesture. This refund was made on the 11th March 2021.

I hope this helps, please let me know you should need any further information.

Hallo, ich habe bereits im Februar um Konto Schließung für immer gebeten, ohne das ich das Konto nochmals wiedereröffnen kann.

dies wurde im Live Chat bestätigt.

trotzdem konnte ich mein Konto wieder eröffnen und weiter einzahlen

Thank you, Boo Casino, for your input.

Dear Claudia,

Please understand that we cannot penalize the casino for not honoring your request to have your account closed forever (despite the fact that you received a confirmation from the live chat support). The only situation where a casino is obliged to restrict a player’s access to their gaming account permanently is if the player indicates that the reason for the closure is their gambling addiction.

Unfortunately, due to this fact, we are rejecting your complaint as 'unjustified'. I’m sorry I couldn’t be of more help, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.