Boom Casino - Player’s requesting a refund.

Amount: €1,800

Boom Casino

Safety Index:Above average Submitted: 20 Jan 2021 | Case closed : 04 Feb 2021

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany is enquiring about a refund since depositing limits haven’t been enforced. We rejected the complaint because the player didn't respond to our messages and questions.

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Yildiz

Unregistered user

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3 years ago

OriginalTranslation

Hello I deposited around 1800 euros at Boom Casino today. What surprised me a lot because the maximum amount is 1000 euros, what seduced me is that you can still play a maximum of 100 euros at the casino. But nothing went with the sum I think that they still make some money because it is not allowed to play so high and deposit so much. When I wrote to customer service they noticed that he was shocked, wanted to know why I can do such assignments, he only said they had a license from Germany and they were allowed to do that ..... I find it very strange. I would like to claim my money back because it seduced me to play like that and since it is not allowed to offer something like that, I hope I have a chance. Can you help me ?

Kind regards

Y.Dem

Automatic translation:

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Petronela

Complaints Team Lead

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3 years ago

Dear Yildiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have ever set up deposit limits in your account? Please clarify on what grounds do you request a refund? From the forwarded communication I understood that you wish to receive a refund based on new regulations for German players. Unfortunately, Boom Casino doesn’t hold a German License. Furthermore, the new laws come into effect as of 1 July 2021.

Looking forward to hearing from you.

Best regards,

Petronela

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Petronela

Complaints Team Lead

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3 years ago

Dear Yildiz,

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

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Petronela

Complaints Team Lead

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.