BigBoost Casino - Player's deposits are confiscated despite self-exclusion.

Dear Gurus,

I have an active self-exclusion across all the casinos of the White Star group operating this one, yet I was able to play and deposit a sum amounting to 500 euros on BigBoost. I have been going back and forth with BigBoost, with them refusing to refund my deposits despite my efforts to do so.

However, Paratiisi-casino, run by the exact same group, agreed to refund my full deposits under exactly the same circumstances. BigBoost cites that under their regulations, they are unable to process a refund, yet a sister casino was able to do so under the very same regulations and very same circumstances.

Please, help me get what is rightfully mine.

Dear yoyeli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BigBoost Casino.

Please understand we can't act purely based on your assertion the 2 situations are the same.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When have you informed the BigBoost Casino regarding your gambling problems?
• When have you made the deposits you are asking to be refunded?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Dear yoyeli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.