The player from Germany had requested account closure for self-protection on June 1st, but the casino did not respond and allowed her to continue making deposits, totaling over €500. She subsequently sought a refund of these deposits along with an immediate account closure. After reviewing the case, it was determined that the original account closure request had been treated as a regular closure without indications of gambling issues, and the player had not responded to the casino's inquiries for clarification. As a result, the account remained open, and the first valid self-exclusion request was only acknowledged on August 27th, leading to account deactivation shortly thereafter. Consequently, the complaint was rejected, and no refund of the deposits was granted.
Boomerang-Bet Casino - Player requests account closure and refund for deposits.
Unjustified complaint
Amount: €500
Boomerang-Bet Casino
Safety Index:Very highCase summary
On June 1st, I requested for the first time that my player account be closed. I pointed out several times afterward that I was making deposits beyond my means and that the account should be closed urgently. This was for self-protection. Unfortunately, the account was not closed, and, foolish as I was, I deposited again and again. It's probably common practice for this online casino to leave such requests unanswered and prey on people's weaknesses. I can't remember the exact deposit amounts. It was certainly well over €500. I would like all deposits from June 1st back and an immediate account closure.
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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Dear Bonita0105,
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, I hadn't fully acknowledged this. The emails are on their way. Boomerang hasn't responded to any of them.
Thank you for your emails.
When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Boomerang-Bet Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is gambling addiction.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to Boomerang-Bet Casino at [email protected], add my email address ([email protected]) to the CC, and keep me informed about any further developments. Thank you in advance.
Thank you for your email. Have you received any responses from the casino regarding your self-exclusion request?
Has your account been closed in the meantime by any chance?
When I try to log in, it just says "Account is currently being verified."
I didn't receive a response myself. The casino's terms and conditions state that the account will be closed within 24 hours of the first closure request. This didn't happen. I also referred to this when I submitted the first request via chat. The casino assumes that if you're stupid enough, like me, you'll keep investing. This isn't acceptable, since a 24-hour closure was promised in the terms and conditions, and I explicitly pointed out my problem.
Thank you very much, Bonita0105, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Bonita0105, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Boomerang-Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
Thank you for the information and support. I've sent you all the necessary documents, including five emails regarding account closure and screenshots of deposits.
Dear Matej,
Hope you are doing well.
We are currently waiting for your response to the email in which we provided our evidence regarding the player's case. Once we receive your reply, we'll be able to proceed accordingly.
Best regards,
Boomerang-bet Support Team
Hello Matej, I have already sent all closure requests and deposit screenshots.
I would like to thank both the player and the casino for provided evidence.
Dear Bonita0105, after reviewing the messages sent by yourself, unfortunately I do not have good news for you.
The original account closure request from June was a regular one. You have not mentioned any kind of issues with gambling and there are no clear signs of distress. As per the evidence provided by the casino, their support team replied to this request asking for a reason behind this closure. These questions are parts of the standard procedure to establish whether you are an addict and the account needs to be closed immediately, or if you were just dissatisfied with their services and that is always a valuable feedback for any casino. Unfortunately you have never responded to this message. As per the evidence from casino, they were unable to contact you back as you have promptly blocked their e-mail address. My guess is to stay safe from marketing communication, but this also meant inability to further deal with your issue. With casino being unable to contact you, no further messages sent by yourself about further account closure requests or indicating any kind of problems - as well as your continuous usage of the site - caused the account to stay open. This is also a standard in the gambling industry, as many players send messages about account closure after incurring a hefty loss, just to forget about it later once they cool off, then continue playing as usual. It may sound irresponsible at first, but given how many such requests the support team deals with on a daily basis, just to keep reopening the same accounts days later, is the main reason why regular account closures take extra long time and need to be confirmed as well.
Your first real self-exclusion request has been received by the casino on 27th August (proved by both your and casino's evidence) and your account has been deactivated within few hours. Since the previous message was established to be a regular account closure request, there are no money to be refunded, since with regular closures it is assumed the player has no problem and is fully responsible for any further deposits, losses and winnings as well.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for the best protection it is advised to have a friend or family member to set the app's password in your stead.
