BOOMERANG BET Casino - Player requests funds after account violation.

I am filing a complaint against Boomerang.bet for failing to honor my self-exclusion request due to gambling addiction. I explicitly requested a permanent account closure, but the casino ignored me and allowed me to deposit approximately €8,000. Additionally, the merchant used deceptive names (retail shops in London) on my bank statements to bypass gambling blocks and my bank's security. I have already initiated a chargeback with Revolut and am seeking assistance to get my funds returned due to this gross violation of responsible gambling rules.

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Dear Marlus,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at cs@boomerang-bet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

The Email: I used the exact same email address for everything (m****r@gmail.com) – it’s the one I registered with, the one I played with, and the one I used to contact support. There is no confusion; it’s all tied to one account.

Dear Marlus,

Thank you for your reply. Could you please send me your original self-exclusion request along with receipts of your deposits? You can reach me via email at attila.g@casino.guru, or you can attach screenshots here.

Thank you for your patience and cooperation.

Hello Attila,

thank you for your response.

I have now sent you an email with the requested evidence.

I am also attaching the same documents here for transparency.

The attached materials include:

a screenshot confirming that my Boomerang.bet account was closed on 21 October 2024 due to self-exclusion,

Revolut statements,

and credit card transaction records (including Apple Pay).

The total amount deposited after the confirmed account closure is approximately €8,000.

These transactions occurred long after the account was permanently closed, which means access, promotions, and deposits should not have been possible at all.

Please let me know if anything further is needed.

Kind regards,

[Redacted]

Dear Marlus,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 xxx (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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. 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.

Best regards

Attila