Boomerang.Bet Casino - Player criticizes casino's weak self-exclusion measures.

While ago I asked for my account to be closed, due gambling problem. My account was closed just fine. Yesterday I went to ask if I could reopen my account as I was tilting really bad. They opened the account straight away, sure asked me questions, but it's obvious they want gambling addicts to play there. Now when checking their site it says they offer time periods for self exclusion (permanent, 6 months etc.) But now it turned out, as vip player I can always open my account, when I just ask. So I don't know why they have those self exclusion terms written on their T&C. It's a f*cking joke I know now I can always go there and ask my account to be opened, since I can't control my gambling.

Dear Jorms,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when was your account blocked and when was reopened?
• Have you already requested the casino to refund you your deposited funds?
• Have you received any response or justification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account was first closed over few weeks ago. I have asked reason why aren't they following their own terms. They aren't too co-operative. Now they have told me that they can open vip players account in less than 24 hours. It makes no sense what's so ever. I have asked my account to be closed permanently 300 times, but they are willing to open it still all the time.

Oh yeah, I forgot to mention: the reason why I asked my account to be opened. Is because they sent me an email saying they can reopen my account. Altho they knew I closed my account due gambling issues. I can send screenshot of the email.

Do you happen to have your original request for closing your account, and the questionnaire you filled out specifying your gambling problems? Please send me the information to my email at tomas@casino.guru

I sent something, I thought might be helpful.

I checked the entirety of the communication you sent. Please note the self-exclusion times are available for blocking of your account when you request self-exclusion of your casino account. Is there any indication or a record you mentioned a gambling addiction to the casino the first time your casino account was blocked? Without it, it would be impossible to argue against the casino and ask them to return your deposits.

Well no, since I didn't think this would happen, I didn't take screenshot of it. I closed it via live chat. They even asked me questions about my gambling habits when I was closing it. As you can see from convos they aren't denying it, just blaming me for the reopening, altho they didn't offer any time period as it says in their T&C.

I'll check my emails if I can find something more, I have +70 email Conversation with them

I'd think the screenshot of the email they sent me and offered to reopen my account and stating I have to take responsibility to open it. Shows why my account was closed. I hope there's enough evidence for you to contact those scammers.

I sent email with proof.

Thank you very much, Jorms, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Jorms,

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

Anything? They don't seem to be too co-operative. If we run out of time, can you Josez help me with the right email address to their license holder and any other possible place to complaint. Thanks!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino-Guru,

Thanks for your cooperation,

The player takes full responsibility for the opening of his account. We cannot control their actions in this case. The player is now permanently banned from our casino. Moreover, the player withdrew much more funds than he deposited, so we are surprised by his dissatisfaction.

Unfortunately, the player is behaving very arrogantly and inventing various reasons for slander, although he won more money than he deposited and successfully received it to his account.

We have nothing more to add.

Kind regards,

Boomerang.Bet Casino

Umm, that makes no sense. If I have won more, I don't think it gives you the right to break your own terms?

After all, you were the one contacting me after I had closed my account due gambling problem.

🤡🤡

Dear Jorms,

Of course, your account should have remained closed. When an account is closed due to a gambling problem, it should stay closed.

However, in a situation like this, the player should neither win nor lose. Could you please specify whether, after the reopening, you have only incurred losses or if you have also made successful withdrawals?"

I have only lost after the reopening.

So no withdraws has been made after they reopened the account.

Dear Boomerang.Bet Casino team,

Thank you very much for your cooperation with the case.

Please, could you explain why, since the player informed you about the gambling problem, the account was reopened? When a player informs your support about a gambling problem, their account should be blocked as soon as possible. Additionally, the casino should be proactive in preventing the player from creating further accounts, at the very least by blocking registrations with the same email address, also not to reopen such accounts.

Could you also specify how much the player has deposited and withdrawn after the reopening?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As it seems they don't want to solve the issue. Does the negative rating affect their sister sites too? Maybe they would reconsider the problem then.

Dear Casino-Guru,

Thanks for your deep investigation.

The player took full responsibility for the reopening of his account, and moreover, he confirmed that he was not addicted, which was the main factor in the restoration of his profile. From there, all responsibility lies in the hands of the player. 

The player wants to manipulate the facts, shifts the responsibility for his actions to others, and continues to mislead himself first and foremost.

Kind regards,

Boomerang.Bet Casino

Umm do you guys normally contact people who have closed account due gambling problem. You knew it and decided to send me email and saying you are willing to open the account if "player takes responsibility". So the casino was the one offering to open it and it had no pending time which is usual when accounts are reopened anyways.

And can casino guru hide that screenshot, thanks.

It's obvious too what gambling addict Will say to get to play. You could have some kind of morale too and not take advantage. You guys are the one shifting responsibility.

They refunded me everything! Thanks Jozef for the help!!

Dear Jorms,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jorms, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards Jozef