BigBoost Casino - Player was able to access his account despite requesting self-exclusion.

Hi,

I permanently self-excluded from BigBoost Casino on 25 August 2025 due to a gambling addiction. I have confirmation of this via a support ticket.

Despite this, today I received an email from BigBoost stating that I had been inactive and they credited a $300 bonus to my account. I found this unusual, since I should not have access to my account at all.

When I tried to log in, I was able to access my account, see the $300 bonus, and gamble it. Unfortunately, I then went on to deposit $400 of my own money, which I also lost.

Since I had already self-excluded permanently, I should never have received promotional emails, been able to log into my account, or deposit funds. This represents a clear breach of responsible gambling obligations.

I am therefore requesting a refund of the $400 I deposited.

Any support you can provide in resolving this matter would be greatly appreciated.

Kind regards

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you specified the reason why you wish to close your account permanently?

Have you received any response from the casino via email after your chat was closed on 25 August?

Have you received any confirmation from the casino that your account was closed?

When was the last time you communicated with the casino regarding the closure of your account?

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

Hi Veronika,

Thank you for the help. Here are the answers to your questions:

Reason for closure

Yes — on 25 August 2025, I specifically requested that my account with BigBoost Casino be permanently closed due to gambling addiction. I communicated this clearly to the Virtual Assistant, which confirmed that my request had been forwarded to a support team member.

Response from the casino

I did not receive any email from the casino following that chat. The casino now claims they sent me an email asking for ID before processing the exclusion, but I never received it. My account was already fully KYC verified at that point, so I do not believe additional documentation should have been required.

Confirmation of closure

No — I never received any confirmation that my account had been closed. Instead, I remained able to log in, received promotional offers (including a $300 bonus on 20 September 2025), and was able to deposit and lose further funds.

Last communication

My last communication regarding account closure was on 25 August 2025 during the chat in which I requested permanent self-exclusion. I only discovered that the account remained open when I received the casino’s promotional email and was able to log in on 20 September 2025

thanks,

Poka

Thank you for your reply. Do you have more screenshots of your conversation with the Virtual Assistant from 25 August? So far, you have shared one screenshot with us, and you have not mentioned the reason why you wish to permanently close your account.

Have you tried reaching out to the casino customer support more than once to request self-exclusion? If so, kindly forward me all your other emails or chat transcripts at [email protected].

Hi Veronika,

Thank you for your message.

On 25 August 2025, I requested a permanent self-exclusion via the Virtual Assistant. Unfortunately, I do not have more screenshots beyond the one I already provided, as I assumed the process had been completed once the Virtual Assistant confirmed that my request would be forwarded to a team member.

I did not receive any follow-up email from the casino after this chat. Because of this, I never had the opportunity to specify in writing that the reason was my gambling addiction. However, I believed my request for permanent closure was sufficient on its own, and I assumed the casino had actioned it.

I did not reach out again at that time because I trusted that the casino had closed my account as instructed. I only discovered that my account was still active when I received a promotional email on 20 September 2025, was able to log in, claim a $300 bonus, and deposit and lose $400.

After this happened, I contacted the casino’s support again on 20 September to ask why I was still not self-excluded. They told me they had sent me an email requesting ID in order to process the exclusion. However, I never received that email, and in any case, my account was already fully KYC verified with ID documents submitted and approved prior to 25 August. This makes it unclear why they would require additional ID for exclusion — it appears as though this requirement was used as a way to delay or avoid processing my self-exclusion request.

This shows that my self-exclusion request was not properly actioned despite my clear instruction for permanent closure, and that the casino failed to protect me as a vulnerable player

thanks

Thank you for your response. Based on the information provided, it appears that you had a single conversation with the casino’s automated system regarding the closure of your account. Despite this, you continued to play and deposit funds while waiting for the casino to act. Additionally, there was no follow-up communication from your side, nor did you attempt to use alternative contact channels available at the casino to ensure that your request was properly addressed.

We believe that in cases like this, players are expected to take proactive steps, such as following up on their initial request or trying other communication methods if the casino has not responded. Relying solely on one attempt without further effort cannot be considered due diligence on the player’s part.

For this reason, we cannot assist you with your refund request. However, we would be glad to guide you on how to properly request self-exclusion due to gambling addiction. Please let us know if you are interested, and we will provide you with detailed instructions.

Hi Veronika,

Thank you for your reply. I understand your perspective, but I would like to clarify a few important points.

On 25 August 2025, I explicitly requested permanent self-exclusion through the casino’s Virtual Assistant. At that stage, my account was already fully KYC verified, and the casino had all of my ID documents on file. Therefore, there was no valid reason for them to delay or ignore my request.

The casino claims it sent me an email requesting ID in order to proceed, but I never received this email. Even if I had, the requirement makes little sense given that I was already fully verified. This appears to be a way to delay or avoid processing my exclusion request.

At the time, I was a vulnerable player actively battling gambling addiction. I had already self-excluded from over 100 online casinos, including from other brands within the same ownership group (CasinoDays and Lucky Spins) more than a year ago. Because of this, I should not have been able to even open an account with BigBoost in the first place. This shows a serious failure of the group’s responsible gambling systems

The responsibility to implement self-exclusion rests with the casino, not the player. Once a player requests permanent closure for gambling addiction, the operator should act immediately to protect them, rather than placing additional unnecessary barriers in the way.

I only discovered my account was still active on 20 September 2025, when the casino sent me a promotional email, allowed me to log in, credited me with a bonus, and permitted me to deposit and lose further funds. This shows the exclusion was not implemented, and that the casino actively encouraged me to gamble despite my clear prior request to stop.

I respectfully disagree that I failed to show due diligence. I made my request in good faith, assumed it had been actioned, and had no reason to believe otherwise until the casino targeted me with a promotion - a whole month after I made the request. In my view, the failure lies with the operator, not the player.

I would appreciate if you could reconsider my case in light of the above, or at the very least, acknowledge that the casino did not meet its responsible gambling obligations

Kind regards,

Poka

Thank you for your message and for clarifying your point of view. We fully understand that you believe your request for permanent self-exclusion should have been processed immediately. However, based on the information and evidence provided so far, it appears that your self-exclusion was never completed, as the casino required additional verification before proceeding with the account closure.

Since the exclusion process was not finalized, your account technically remained active, which is why you were still able to log in and play later on. Unfortunately, this means we are unable to request a refund on your behalf, as the permanent self-exclusion was not fully processed at the time of your subsequent gambling activity.

At this point, we can only help ensure that your account is properly self-excluded from now on, to prevent anything similar from happening again.

Could you please confirm whether your account has already been blocked in the meantime?

Hi Veronika,

Thank you again for your response.

Thank you for your response.

My account was already fully KYC verified, and I clearly requested permanent self-exclusion on 25 August 2025. The casino confirmed my request was forwarded to their team, and I was never informed that any further action was needed. Requiring ID again makes no sense when they already had it on file.

I am a vulnerable player with a gambling addiction, and I had already self-excluded from other casinos in the same ownership group (CasinoDays and LuckySpins) over a year ago. I should never have been allowed to open or play on BigBoost.

This was a clear failure of their responsible gambling duty. I urge you to reconsider this case or escalate it further, as the operator did not act responsibly or protect a known self-excluded player.

Regards,

Poka

Hello Poka,

Thank you for your additional message. After carefully reviewing all the information and evidence once more, our conclusion remains the same.

The available records show that your self-exclusion request was never finalized by the casino, as additional verification was required to complete the process. This means your account technically remained active, and your subsequent access and deposits took place before the exclusion was fully processed.

While we appreciate that you acted in good faith and expected the closure to be completed automatically, we cannot hold the casino responsible for gambling activity that occurred before the exclusion became effective. Therefore, we are unable to request a refund on your behalf or escalate the case further.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team

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