Boomerang Casino - Failed self-exclusion.

Hi

i opened an account with this casino recently with my gmail domain. But before I opened an account I was trying to register with my hotmail domain I have got error message user is disabled. When I asked their chat support regarding this he denied my request. Then I started playing with gmail account and lost 1090$. But when I tried to register with their sister sites I got the same error user is disabled. I asked their chat support he said my account was closed in their sister sites because of gambling addiction.

boomerang casino support denied my request and let me play with gmail domain because they knew about me with my hotmail domain.

they didn’t want to block me because they want me to play and get money from even addiction people.

i will send the evidence in separate mail.

please ask the casino why does my hotmail domain got error user is disabled when I tried to register but gmail domain not?

casino says administration decision is final and not subject to appeal.

please help me get my refunds from the casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the information about the self-exclusion option (https://boomerang-casino.com/en/rules) and I found this:

 „3.10 Self-exclusion request: you can contact the customer service via e-mail: support@boomerang-casino.com, and we will assist you in closing your account. Please note that section 3.7 above still applies to such closure requests. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company will make reasonable efforts to prevent the opening of new accounts but it's ultimately your sole responsibility to make sure no other accounts are opened. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling."

I am sure you understand, that you were blocked from registering because you have active self-exclusion with this email address, and you should not "overcome" the self-exclusion by using a different email address, as this is the personal detail with which the casino can easily identify the player.

Would you be so kind and clarify whether you altered any other personal details during registration?

Do you still have access to your account at this casino? Have you discussed this issue with the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Hi

i didn’t alter any of my details during registration except the mail address. Before I make deposits I asked their live support can I play here or not? I gave it to him both of my email addresses to check first because my hotmail domain got error message user is disabled. But my enquiries were ignored.

I am currently touch with the casino nothing comes in favour by my side but my case haven’t finalised.

I will let you know what is the result of my complaint.

Dear Anto1318,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Hi

operator haven’t reply so far. Please wait

Hi

my case not successful with the operator. I need your help to get my refunds. I told their support have a look my both email addresses before I made deposits. But my enquiry was ignored because they want to make money from even addiction people.

I will send the evidence in separate mail.

I haven't received any new emails from you. If there is any other communication between you and the casino, would you be so kind and forward it to me?

Hi kristina

i sent the mails to you.

antony.

Anto1318, it doesn't look like you have provided the whole conversation. Would you be so kind and forward me everything?

Also, I went through your complaint again, and I have a few questions. Could you please clarify if you have previously had an account at Boomerang Casino? If yes, have you requested self-exclusion from the Boomerang casino?

Hi

i never had a account with boomerang casino before.But when I was trying to register with my hotmail address I got a message user is disabled. When I asked the support they said I informed my addiction to their sister sites. That’s the reason I got message user is disabled. Then I opened an account with gmail address.Even before I made deposits I asked their support about my both email addresses but my enquiry was ignored.

They are trying to make money from even addiction people.

Hi

they brought my self exclusion from their sister sites. But I was unaware of that then I opened an account with gmail. But I was checking with my hotmail domain I got a error message user is disabled then I contacted their live support but my enquiry was ignored. Then I played and lost the deposits. I asked the regulator they said it was my mistake. But I want to know if they follow responsible gaming according to their license they have to put the block for players personal details not a mail addresses. Because everybody have 3 or 4 mail addresses these days.

Thank you very much Anto1318 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Anto1318,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Boomerang Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Boomerang 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello,

Anto1318 thank you for your feedback about that situation,we've contacted our tech specialist as soon as we have full information about your case we will immediately contact you !

Good day,

We would like to inform you that the case was already closed by the regulator and we did not find the reason for a refund.

We would like to make it clear that before the client created an account with us, they did not have any accounts with us and therefore registration was allowed. When the client contacted us informing of their problem, the account was immediately closed with no option to be reopened. The regulator informed us that the client created multiple accounts with other Casinos, therefore we kindly ask the client to obstain from further registration and utilize the resources we provided via email.

Our commitment to responsible gambling is directly related to the customer service policy. We want our clients to get pleasure from the games that we provide, but at the same time be aware of the possible social and financial harms associated with gambling problem.

Gambling should be seen as a fun and exciting way to spend time, and not as an income. Players at Boomerang always have an opportunity to request a pause, closure or self-exclusion via chat or email. In addition to that, our project provides various resources to help and prevent any gambling-related issues. We also have a strict Responsible Gambling policies we implement and follow.

We hope the above clarifies our position.

Sincerely,

Boomerang

Dear casinoguru

I opened an account with boomerang casino with my gmail address. But I was trying to again used my hotmail address to register again because I wanted to check so I have another account with them or not. I got error message user is disabled for I was trying to register with hotmail address. Then I logged in with my gmail and asked their live support about the error I got and told him about the account I was opened with gmail address as well. But live support ignored my enquiry. He knew I am not allowed to register because my account was closed in their sister sites because of gambling addiction. Please asked the operators to check the chat transcript of my account then you can find out operator cheating.

Antillephone regulator useless and they told me not to register in their casinos because of f previous disputes. Antillephone nv getting bribe from the operators to discard the complaints.

All of my complaints with Antillephone nv never been solved even operator breach.

please warn all the players about Antillephone nv licensed casinos cheating players and the regulators support the operators.

Hi all,

Thank you for your replies.

Dear Boomerang Casino team,

Could you please forward the regulator's decision to my email address (peter.m@casino.guru)?

Dear Boomerang Casino team,

Thank you for the email. Let me ask you a question to make sure I understand the situation correctly. The player never created an account in your casino using the hotmail email address? However, when he tried to log in he was blocked due to the Antillephone self-exclusion tool? Is that the reason why he was able to register with a gmail email address? Does the self-exclusion only work with email addresses and not all personal data?

Dear casinoguru

see this is what Antillephone nv casinos does it. They let even addiction players to register with different email addresses and make money. Even I have contacted their regulator they are always blame the players, please make Antillephone nv license seal casinos blocklist then players won’t have a problem. They have to block the players according to personal details not email addresses. If I don’t get successful this complaint please warn other players to aware of this casinos.

Dear Boomerang Casino team,

Thank you for the email.

Dear Anto1318,

Based on all the evidence provided, I'm afraid we can't help you with this one. If you didn't previously register an account in the casino with your Hotmail email address before you registered the one with Gmail, the casino didn't have your personal data in its database so it couldn't prevent you from creating a new account. The fact that the self-exclusion from Antillephone authority worked only with the Hotmail address doesn't mean that the casino made a mistake. I strongly suggest visiting https://www.begambleaware.org/ and asking for help with your gambling problem. I wish I could be of more help.

Best regards,

Peter