The player from the Netherlands had been able to deposit and play at Boomerang.Bet Casino, despite having an active self-exclusion for gambling addiction in the casino's sister site. He had been waiting for over a month for a refund. Upon review, we found that the player had not informed Boomerang.Bet about his gambling problem before depositing and playing. Therefore, he was not eligible for a refund. The casino had initiated the refund process as a gesture of goodwill. Despite this, the complaint was rejected as we had decided not to proceed further with the case.
Boomerang.Bet Casino - Player with self-exclusion has been able to gamble.
Amount: €4,500
Boomerang.Bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
12 months ago
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1 year ago
Did deposit while having active gambling ban at 0xbet because of addiction. Was able to play but they never refund. Waiting more than a month already for my money.
refund from their sister casino 0xbet is already completed in 2 days.
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1 year ago
Dear pf7zy9rfty,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the Terms and Conditions of 0xBet Casino and this is what I found:
54. For those customers who wish to restrict their gambling, we provide voluntary self-exclusion tools, which enable you to close your account or restrict your ability to place bets. If you require any information relating to this facility, please contact Customer service support@0x.bet. We will endeavour to implement your request within a reasonable time period and to ensure compliance with your self-exclusion. However, you accept that we have no responsibility or liability whatsoever if you continue gambling before your request has been implemented or you seek to use the Website in such a way that we cannot reveal or determine that. You acknowledge that exclusion and limits are set per account, and should you have accounts at more than one site owned by us, you must set the limits on each account.
Could you please confirm if you requested to be self-excluded in Boomerang.Bet Casino as well? Have you specified the reason why you wish to be self-excluded? Have you passed the KYC verification?
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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1 year ago
Yes. They started refund process also, but still not completed after 38 days
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1 year ago
Please forward any relevant communication between you and the casino regarding the refund to veronika.l@casino.guru. Alternatively, you may post the screenshots here.
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12 months ago
Thank you for your emails. Since you have not informed Boomerang.Bet specifically about your gambling problem before depositing and playing, from our point of view you are not eligible for a refund. If the casino approved your refund request, we perceive it as a gesture of goodwill. Therefore, we will not proceed with your case.
Due to the aforementioned reasons, 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.
