The player from Finland, who had been previously banned from Simple Casino due to a gambling addiction, had managed to deposit 115€ at their sister casino, Boom Casino. Despite her self-exclusion at Simple Casino, Boom Casino had refused to refund the deposit and closed her account. She had deposited the money on 8th November and 8th October 2020 and had been banned on 2nd July 2020. However, we were unable to assist her because her request was made more than three years after the initial incident, which rendered it a 'cold case'. Consequently, the complaint was rejected due to our policy of not pursuing issues that had occurred over a year ago.
Boom Casino - Player's deposit has not been refunded despite self-exclusion.
Amount: €110
Boom Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
Translation
I have had a gambling ban at Simple Casino, which is a sister casino of Boom Casino. I was banned from Simple Casino due to gambling addiction, yet I was able to deposit 115€ at Boom Casino. Boom Casino refuses to refund the money. My Boom account was closed on 2020-07-02 and I have no information as to when my Simple Casino account was closed, but it was surely before the Boom Casino account was opened. Their response is that they do not have to refund the money.
Automatic translation:
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11 months ago
Dear Imjjj,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Are you able to access your Boom Casino account? When was the last time you logged into your account?
When exactly did you make the deposit of 115€ at Boom Casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Translation
I have deposited on 8 November and 8 October 2020. Banned on 2020-07-02
Automatic translation:
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11 months ago
I apologize, Imjjj, but we regret to inform you that we cannot assist you with your request. As it has been more than three years since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.
Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
