The player from Germany, who was struggling with gambling addiction, had requested the casino to close their account but continued to make deposits totaling €328 as the account remained open. The player sought a refund of the deposited money, but the casino had not yet responded. The complaint was rejected due to the player's lack of response to follow-up questions, which prevented further investigation.
Boomerang Casino - Player's request for self-exclusion ignored by Casino.
Amount: €328
Boomerang Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.1
Boomerang Casino has a Safety Index of 9.1, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
On May 10, 2024, I sent an email to the casino requesting that my account be closed immediately, as I am suffering from a gambling addiction. The casino did not respond to my email. Yesterday and today, I made additional deposits to the casino totaling €328. This was possible because my player account there had yet to be deleted. On May 15, 2024, I sent another email requesting that my account be deleted and that the money I deposited on May 14-15, 2024, be refunded, since my account had not been deleted.
The casino has not responded to my request to return the deposited money. My player account at Boomerang was deleted about half an hour ago. The emails I've sent have been preserved.
Automatic translation:
Public
Public
6 months ago
Dear koosrina3,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boomerang Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Were you able to establish contact with the casino via email or via live chat successfully in the past?
- Have you informed the casino regarding your gambling addiction yet via any communication channels?
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
Public
Public
6 months ago
Translation
The casino has always responded quickly within a few hours. If I hadn't written to the casino again today after 5 days, they would definitely not have closed my account and would have continued to accept deposits from me. I am still demanding my deposited money back. This is the first time I have wanted my account there to be deleted.
Edited
Automatic translation:
Public
Public
6 months ago
Thanks for the update.
We believe the casino should protect you from further play if you inform them about your gambling problems. If you didn't inform the casino, they aren't obligated to protect you.
Have you informed the casino before your email sent on May 10th? If there is any other relevant communication between you and the casino, please forward it to my email at tomas@casino.guru
If you have other accounts open in online casinos 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.
