Boo Casino - The player's self exclusion failed.

on 2 June 2022 I self excluded myself from boo casino. I received email from boo casino confirming self exclusion and advising me that my account was blocked for 6 months. On 11 June 2022 I received a free spin email from boo casino. I was able to log into my account and deposit despite being self excluded. I have a gambling problem and felt it unfair that after self excluding myself and receiving confirmation of same I was able to log in and deposit. on 11 June I self excluded myself again and again I received confirmation from boo casino that the exclusion is in place.

Hello Gina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you mentioned gambling addiction to the casino when you requested for self exclusion? Did you deposit anything since your account was supposed to be closed?

Can you please forward your request and any additional conversation or proof with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nick I have emailed all to your address as requested. Many thanks Gina

Thank you Gina for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Gina,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Boo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Boo Casino Team,

Could you please state the reason why was the player able to log into the casino account despite an active self-exclusion? Why does the player still receive promotional offers from the casino? Is the casino willing to refund the player with her deposit(s) made after June 2nd, 2022? Can you please help us and make sure the player will be really completely self-excluded from the casino as soon as possible?

Thank you in advance for providing the information.

Thank you Branislav

Hello Gina and Casino Guru,

We take Gambling Care and our players safety with utmost seriousness and do everything in our power to protect them.

We are looking into this matter and will get back to you as soon as possible.

Please allow us some time to investigate the matter and get back to you.

Regards,

Boo Casino Representative

Hello Gina and Casino Guru,

We have looked into the matter. It seems there was a system issue with the original exclusion the player set.

Due to this she received promotional content and was able to login and deposit.

We apologize for any inconvenience caused.

We have already issued a request to refund the deposits made after the original exclusion was set.

Measures have been taken to prevent this situation from arising again.

Regards,

BooCasino Representative.

Hi Boo

Thank you for your response. I appreciate the gesture of the refund. Can you clarify if it has been refunded or a request for refund made. You emailed my personal email saying it had been refund. Email attached. Clarification would be much appreciated on that and also a time frame. I would appreciate once the refund has been processed if you could permanently close my account.

Greetings all,

Thank you, Boo Casino, for your reply and the explanation.

Could you please provide us with the details for the deposit refund? Was it already processed? What is the estimated time frame for processing the payment?

Hello all,

Our finance team has already processed the refund on the 23.06.

Please allow for a few business days for the amount to appear on your side.

Gina, your account is closed permanently as per your request.

Regards,

Boo Casino

Dear Gina,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you (if it has not yet).

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment and provide us with an update on the closed account.

Hi apologies for the delay in getting back. Refund received thanks so much for your help

No problem at all, Gina.

Thank you for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds and the casino account was permanently blocked. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Boo Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru