The player from Germany repeatedly requested the permanent closure of her accounts at Boomerang and Mr. Pacho, but the casinos did not comply, which led her to make additional deposits totaling several thousand euros. He demanded a refund for these deposits since his requests for closure had been ignored. The Complaints Team concluded that without a clear self-exclusion request stating his gambling problem, they were unable to assist further. Recommendations for properly requesting self-exclusion and seeking professional help were provided, and the complaint was closed.
Boomerang Casino - Player's account closure request has been ignored.
Amount: €4,000
Boomerang Casino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I repeatedly asked the casino to permanently close my account at both Boomerang and Mr.Pacho, but they always referred me to contact them via email.
As seen in the attachment, I did this and agreed to the closure multiple times, but it did not happen, which unfortunately allowed me to make several more deposits amounting to several thousand euros.
I demand a refund of these deposits made until April since I repeatedly requested a permanent closure and agreed multiple times, but it did not occur. For me, this is a deliberate act.
Automatic translation:
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3 months ago
Hello dtaymc81,
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.
When did you request the account closure and what was your reason for it?
Could you please forward your account closure request to dominika.l@casino.guru?
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,
Dominika
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3 months ago
Translation
Hello dear team and Dominika
I had asked several times in the casino chat to close my account.
Again and again it was delayed and bonuses were offered to entice people to play again.
Until I was informed that the only way to permanently close the account is via email.
The main reason for closing my account was primarily due to the high losses and, as is apparent during the game, the loss rate of at least 98%.
You quickly get a hint of gambling addiction.
At the beginning of April I wanted to close my account and the reason for this was asked and again the closure was not addressed but only whether I was sure but the account was never closed as you can see from the uploaded screenshots.
Automatic translation:
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3 months ago
Hello dtaymc81, could you please forward your account closure requests to dominika.l@casino.guru?
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3 months ago
Translation
Hello, I hope everything worked out so far with my correspondence and that of the other parties. In case of emergency, please let me know again and I will forward it again.
Regards Nils
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3 months ago
Hello dtaymc81, thank you for the information provided. Please allow me to ask you a few more questions.
- Did you mention your gambling addiction in any of the emails? Since it's not mentioned in the emails you provided.
- Did you respond to the casino's last email asking if it was your final decision?
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3 months ago
Translation
Hello, I didn't mention the game search...I think that if I specifically want my account to be closed, that's what I should do.
Which in my opinion was deliberately ignored and I was asked more than twice whether I was sure about closing my account, to which I answered yes.
This repeated asking and then not closing the account is done deliberately by the casino.
And Mr. Pacho didn't even react to my closure. And that has absolutely nothing to do with player protection.
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3 months ago
Translation
Hello dear team,
Hello Dominic,
I wanted to ask what the current state of things is.
Regards Nils
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3 months ago
Dear dtaymc81, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. 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.
