Boomerang-Bet Casino - Player demands refund after account mishandling.

So my review with this casino is that in one day i gambled 840 euro with not even one single return back... but the problem is that i didn't want to gamble so much money and i had asked them to fix my deposit limit because i had previously account with them and closed due to gambling problems and trying to quit but the reopened my account one day before i lose my months payroll.

Now how a casino that says it respects the responsible gaming does this to unprotected players and how in the hell is still allowed to do this.

As from this time i demanding my 100 %of my money because they didn't protect me at the first place

stay out of this casino rtp is 0

Dear Stamatis1,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you've encountered. To better understand your situation and assist you effectively, I would like to ask a few clarifying questions:

• Could you please forward the account closure request you sent to the casino before your first account was self-excluded? Did you specify the reason for closing your account and the duration for which you wanted it to remain closed?
• After your first account was closed, was it reopened, or did you create a new account instead? Kindly provide a chronological summary of events, including specific dates for each action.
• To expedite our investigation, please send the requested emails and any replies from the casino to veronika.l@casino.guru.

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Good morning first of all thank you for your reply.

i was using the particular casino from the same email of course and told one year before to close the account for gambling addiction because i wanted to give up gambling unfortunately i dont have this email i did this through the customer service.

After that i communicated one day before this event last week to reopen my account and they told me to send an email that i wanted to reopen my account although after they opened my account i contectef them to set a limit due to previous history i only gamble 20 or 40 euros but they said they dont have this option and as a result i deposited 840 and lost as the rtp is 0 on this casino

where is the responsible gaming in this company ?

thanks for your help in your disposal

This is what they send via email:

Dear Customer,

We hope you are well!

Our relevant department has conducted a full analysis of your situation and has made a final decision regarding your situation, which is not subject to appeal.

In the case as previously stated, if you can provide a screenshot of the email in which you stated the reason for closing your account as gambling addiction, we will be able to forward this information to the relevant department and your request will be further considered.

Thank you for your understanding.

so what they say is that if i dont give them a screenshot of the reason that i first closed my account which is gambling addiction they will not send the case to the relevant department to check for refund so they dont keep the records ? what kind of casino doesnt file me as an addict and leave me reopen my account? also why the hiding the reason of closure what another reason i had to close my account if not for the non existence of deposit limits that they dont provide.

i leave this matter to your judge and please help me with these guys and protect the community of the gamers for this companies ...

Thank you for your replies. Unfortunately, I do not have good news regarding your case.

At Casino.Guru, we are able to act as mediators only when players provide sufficient evidence that they requested permanent self-exclusion due to gambling addiction, and the casino failed to protect them, subsequently reopening the account and allowing deposits, gameplay, and losses to occur. Without emails or chat transcripts clearly indicating that you requested self-exclusion specifically due to gambling problems, we are unable to assist further.

Additionally, as a general policy, we do not handle individual complaints solely related to responsible gambling tools. While we understand the importance of these features, verifying their proper setup by the player is a complex process. Responsible gambling tools are intended to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos to enhance these tools rather than penalize them for not having them.

For the reasons outlined above, this complaint will now be closed. I regret that we cannot be of more help in this instance, but please do not hesitate to contact us should you encounter any issues with this or another casino in the future.

Thank you for your understanding.

Best regards,

Veronika

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