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.

Hello Martin,

Thank you for your message.

We can confirm that the player’s account was closed on March 27, and the player was informed accordingly. Since that time, no marketing communications have been sent to the player.

Please let us know if any further details are required.

Kind regards,

Boomerang-Bet Casino Team

Dear casino representative,

thank you for your response and for ceasing the marketing communications.

We have received a copy of an email from 19th of March, in which the player has informed the casino of his wishes to close his account, due to him being registered in a self-exclusion registry. I would therefore like to ask you whether it is possible to provide us with the player's deposit history, in order to calculate a possible refund. Please let me know whether you are willing to proceed.

Hello Martin, hello Eduardo,

Thank you for your message.

We would like to inform you that the requested information, including the player’s deposit history, is currently being prepared by the relevant team. Once it is finalized, it will be shared accordingly.

We appreciate your patience while this process is being completed and will provide an update as soon as possible.

Kind regards,

Boomerang-Bet Casino Team

Dear casino representative,

thank you for your response, we will be awaiting the information.

Good afternoon,

Please note the time of this email requesting its immediate removal due to the serious risk it posed, and because I have been registered on the Gambling Prohibition Registry since March 2021. Thank you. Best regards.

Dear Martin,

Thank you for your patience.

We would like to confirm that the player’s deposit history has been prepared and sent to your email as requested.

Please let us know if any further information is needed.

Kind regards,

Boomerang-Bet Casino Team

Dear casino representative,

thank you for your response. Unfortunately, it seems I have not yet received your e-mail. Please try to send it once again to martin.l@casino.guru

Good afternoon,

I hope that you will receive the deposit history in good faith in order to resolve this process, which for me is proving to be painful and seemingly endless.

If necessary, I have the certificate of registration in the Self-Exclusion from gambling and the bank statement of all deposits made.

Greetings.

Eduardo.

Dear Saneva77,

thank you for your continued cooperation. I believe both of the mentioned documents will be helpful, and I would like to kindly ask you to send both of these documents to martin.l@casino.guru.

Good afternoon,

I can confirm for the second time that I have not received the email with my gaming history from Boomerang Bet. I hope you will resend it as soon as possible and I authorize its delivery to the email address of martin.l@casino.guru

We must not, in all honesty, slow down the

process, by sending an email, which we have been waiting for a week.

I'm gathering the documentation I mentioned earlier and sending it as well.

Expecting to receive the email with the history in the next few hours.

Greetings.

Eduardo.

Good afternoon,

Having received the email with the deposit history, I have proceeded to send said history along with the status certificate to the Self-Prohibition registry. martin.l@casino.guru .

Please confirm receipt and I look forward to your prompt response and resolution.

Greetings.

Eduardo.

Dear Saneva77,

thank you for your message, I can confirm I have received your email.

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.

Dear Martin, dear Eduardo,

Thank you for your patience while we carefully reviewed this case.

Following a detailed assessment of the provided information, we would like to clarify that, in accordance with clause 6.6.2 of our Terms & Conditions, no refund can be performed once a deposit (or any associated bonus) has been used to place bets.

Based on the records available and the completed review, this condition applies in the present case. Therefore, the request for a refund cannot be approved.

Please also note that this matter has now been fully reviewed by the relevant teams, and the decision communicated above is final. We will not be providing further comments on this case.

Thank you for your understanding.

Kind regards,

Boomerang-Bet Casino Team

Dear Saneva77,

I have sent you an email requesting some further clarifications. Please check your inbox.

Dear casino representative,

thank you for your message, I will issue a response as soon as possible.

Dear Saneva77,

I have replied to your e-mail. Please check your inbox.

Dear Saneva77,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru