BOOMERANG BET Casino - Player is struggling with account removal.

I have been allowed to deposit while registered in the Self-Prohibition Registry

I am playing a game that constitutes a crime. I have been requesting to be removed from the platform and to stop receiving all advertising for the game for a week without success.

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Dear Janquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with no license, it will be very difficult to resolve this case to your satisfaction. Could you please forward emails or screenshots showing that you have sent requests for your account’s closure? My email address is petra.h@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Good morning,

I am attaching requests for cancellation and reimbursement of the amounts deposited that have not yet been answered.

Thank you. Regards.

Hello Eduardo,

Thank you.

We’re sorry to hear about the difficulties you’ve encountered, especially regarding your request and the situation with your account. We understand how important this matter is.

We can confirm that your request has now been reviewed, and your case has been forwarded to the relevant team, including your VIP manager, for further handling. They will take care of your request and ensure it is processed accordingly.

We appreciate your patience and are here to assist you.

Kind regards,

Boomerang-Bet Casino Team

Thank you both for your replies,

To help us better understand the situation and assess your case, could you please clarify the following, Saneva77:

• Is your account currently closed?
• Are there any updates regarding your case since our last communication?
• Could you please provide a timeline of events, including:

1. When you submitted the requests for self-exclusion
2. The dates of your deposits made after these requests
3. When (or if) the casino acknowledged and accepted your self-exclusion request

This information will help us review your case more accurately.

Thank you in advance for your reply.

Good afternoon,

Even after confirming my cancellation, I'm still receiving advertising for the game from them. After requesting cancellation through self-exclusion, they allowed me to make a deposit. I can't access my game history.

I've attached screenshots.

I have been registered on the Self-Exclusion Register in Spain since March 2021. They send me emails requesting the return of illegally deposited funds, but they don't work. I request a different email address, and they send me one that's already been used. I get the feeling they're constantly giving me the runaround.

I would appreciate it if you could resolve the case because I'm not getting any results from Boomerang.

Thank you. Best regards.

Dear Saneva77,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

Meanwhile, if you no longer wish to receive any advertisements or promotional offers, I would recommend contacting the casino directly and requesting to be excluded from marketing communications. You can also unsubscribe manually using the link typically included in promotional emails.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Saneva77,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the BOOMERANG BET Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain your view of the case to us? Additionally, would you be able to provide us with his deposit history?

Thank you in advance for ceasing marketing communications and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.