Boom Casino - Player's account has been reopened.

Pyysin casinoa avaamaan tilini, kun olin sulkenut sen itse-eston takia aiemmin peli-ongelmien takia. He kysyivät, että miksi haluan avata ja jahtaanko häviöitäni usein? Vastasin että kyllä jahtaan, mutta haluaisin nauttia vastuullisesta pelaamisesta pienillä panoksilla. Chat-henkilö avasi tilini ja pääsin pelaamaan seuraavana päivänä. Lyhyessä ajassa olin hävinnyt casinolle 11 486 € (Talletukset - kotiutukset). Yli viikon kestänyt tilin verifikointi ajoi minut pelaamaan loputkin n. 5000 euron pelisaldosta lyhyessä ajassa. Kertaakaan casino ei lähestynyt minua kysyäkseen onko pelaaminen maltillista ja pysyykö se kontrollissa. He kuitenkin viivyttelivät kaikkien mahdollisten verifikointien kanssa, jotta saisivat tietämänsä peliongelmaisen pelaamaan loputkin rahat. Olen melko varma, että tämä on MGA-lisenssin vastaista (tae vastuullisesta pelaamisesta) Haluaisin tietää, onko minulla mitään mahdollisuutta saada edes osaa talletetuista varoista takaisin, sillä kasino on selvästi saalistaen hyväksikäyttänyt peliongelmaista. Muut MGA-lisenssin omaavat kasinot eivät edes avanneet suljettua pelitiliäni.

Dear Erkki,

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

Could you, please, forward me the self-exclusion requests which you sent to the casino in the past? Do I understand correctly that you still have access to your account?

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Erkki for your reply. I checked the Responsible Gamgling section and I found this:

"Self-exclusion

We provide a self-exclusion facility which can be activated by the players themselves by clicking here when you are logged in to your account, or by contacting support@boomcasino.com. Self-exclusion means that your account will remain closed for 1 month, 3 months, 6 months, or indefinitely.

Prior to confirming your self-exclusion request, you will be provided with information regarding the consequences of self-exclusion. Should you decide to self-exclude, we encourage you to consider extending your self-exclusion to other remote gambling operators where you have an active account. Any undetermined bets at the time of your self-exclusion will be settled in the normal way, according to the normal timescales and, if subsequently applicable, winnings will be paid out. A time-limited self-exclusion can be lifted before time has lapsed after a 24-hour cool-down, while an indefinite self-exclusion can only be reopened after a 7-day cool-down.

To reopen your account, a written request must be submitted to support@boomcasino.com after which we will help you return to the website with our standard procedure.

For additional information about how we treat self-exclusion, such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions section. As per our license obligations, if you state that you have gambling problems, you will automatically be excluded from other websites managed or operated by us. This will occur no later than 24 hours after your initial self-exclusion request has been received by us. During the period of self-exclusion, it will NOT be possible to reopen the account and any requests to do so will automatically be rejected. You will also be removed from all marketing material."

I see that you sent the request from your email to the Casino Heroes support email address. According to the casino's self-exclusion section, you should be blocked from all associated websites. Nonetheless, did you send such a request directly to Boom Casino as well?

Hei,

Toimitin pyynnön vain casinoheroesin supportiin jolla pitäisi olla sama vaikutus heidän nettisivujensa mukaan.

https://www.casinoheroes.com/en/responsible-gaming/

if you state that you have gambling problems, you will automatically be excluded from other websites managed or operated by us. This will occur no later than 24 hours after your initial self-exclusion request has been received by us. During the period of self-exclusion, it will NOT be possible to reopen the account and any requests to do so will automatically be rejected. You will also be removed from all marketing material.

Tämän pitäisi siis myös riittää tilin sulkemiseen Boom Casinolle, eikö vain?

Thank you very much Erkki for your reply. 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 soon.

Hello Erkki.

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

Hello Casino Guru and Erkki.

Boom Casino is in contact with Erkki. Currently, our investigation is on hold as we're waiting for Erkki to get back to us with some additional details.

As soon as we hear back from him we can proceed with the case resolution.

In regards to accounts that are closed for gambling addiction under MGA, they would not be reopened, as gambling addiction results in permanent closure.

Account closures for gambling addiction apply to the casinos operating under the same license.

We're looking forward to hearing from Erkki so we can proceed with the case.

I am extending the timer by 7 days. Please, inform us when there is any new information.

Dear Boom Casino.

Is there any new information? Or, do you need more time?

Hello!

Unfortunately, we have not been able to move forward with the case as we're waiting for the customer to get back to us with further details.

We will update the thread accordingly once done. Thanks!

Hello there.

I see, I am extending the timer by 7 days, please, let us know if you need more.

Dear CasinoGuru,

We reached out the user on May 18th and May 25th, as we have requested the details we require in order to proceed with our investigation of the case. Kindly note that we have not heard back since.

We're awaiting the user's response before we can pick up the investigation.

Hoping for a speedy resolution.

Best regards,

Boom Casino Team

Dear CasinoGuru,

We're updating the thread once again, to inform you that we have not heard back from Mr. Erkki since the 18th of May. From our end, we have no grounds to proceed with any further investigation and will consider it completed for the time being. With our internal investigation, we found that we have acted appropriately and in line with the license requirements. If Mr. Erkki contacts us back with any new supporting details or information, we will gladly pick up the investigation.

Best regards,

Boom Casino Team

Hello Erkki.

Please, is there any problem?

Dear Erkki,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player has stopped responding. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.