BOOMERANG BET Casino - Player's account closure request is ignored.

After many attempts to close my account, since this was the last casino I had left to close because I'm trying to quit gambling as I believe I have a gambling problem, all they did was not respond and silence me with insignificant bonuses.

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Dear josemanuelmartinez,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

• "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."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I did it several times and in the chat they sent me the email to contact the support, the support put me in contact with my VIP agent and then my VIP agent did not respond to me, which caused me losses worth more than 3,000 CHF, and I always mentioned my problems with the game that I wanted to remedy it and stop playing but they ignored my request.

Dear josemanuelmartinez,

Thank you very much for your clarification.

Could you please forward us the self-exclusion requests you sent to the casino, particularly the messages in which you clearly informed the casino that you wished to stop gambling due to a gambling problem?

Please also include any relevant communication with the casino's Support Team and your VIP agent regarding your requests, including their responses, if any.

You can forward the communication and supporting evidence to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

I've sent the test emails, Karla, thank you for your help.

Dear josemanuelmartinez,

Thank you for letting me know.

Unfortunately, I have not been able to locate the email containing the evidence you sent.

Could you please let me know the email address from which you sent the documents so I can try to locate your message? Alternatively, you can resend the evidence to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

I'll be as brief and direct as possible. The processing time for this complaint seems excessive; it's almost two weeks just to confirm you received the emails. Hopefully, you'll get your act together and respond soon. Thank you, and have a good day.

Dear josemanuelmartinez,

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,Matej L., (matej.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.

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

Kind regards,

Karla Mayfly

Hello josemanuelmartinez, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of BOOMERANG BET Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear all,

Thank you for your patience.

We have reviewed the information regarding this case and would like to provide some clarification.

When the player initially contacted our Support Team regarding account closure, on 15/08/2026, no gambling-related concerns were mentioned. During this communication, the player was offered a bonus, which was accepted.

The following day, the player contacted us again and, for the first time, referred to gambling-related problems. The player also contacted us via email on the same day, where these concerns were communicated. The case was then referred to the VIP team, and the account was closed the following day, on 17/08/2026.

We hope this helps clarify the timeline of events. Should any additional information be required for the review, we will be happy to provide further clarification where possible.

Kind regards,

BOOMERANG BET Casino Team

This guy is a liar.

I repeat, they are lying and I had already requested the closure via chat several times. They assigned me a VIP manager and then disappeared until the next day, and they didn't close it until the 17th.

I've calculated the losses at 3180 CHF, and he should stop lying already.

Dear BOOMERANG BET Casino, from the evidence provided by the player, the message from 15th August states the following:

I hereby request self-exclusion from your casino because I am experiencing serious gambling problems and cannot control myself. I decided to close all my online casino accounts and have also blocked online payments.

I repeat that I am requesting self-exclusion due to gambling problems. I am addicted to gambling and ask you to close my account immediately. If you do not do so and I continue gambling, I promise that I will contact Guru Casino and every other available channel to file complaints against you.

Thank you for your attention.

Not only the account has not been closed, the support agent has put an unnecessary hurdle to prevent self-exclusion by requesting the player to contact the VIP manager. In cases of self-exclusion, time is of the essence, so the support team should have either started the self-exclusion process themselves, or inform the VIP immediately.

I would like to ask you for confirmation that the player's account has been closed and marked as "gambling addict" with no option for reopening. I would also like to ask for confirmation that all marketing communication towards this player has been disabled, and lastly, if you can e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals between 15th August 2026 until the account closure, for internal review, that would be very helpful. Any evidence supporting your claim or sensitive information can be e-mailed to me directly, nothing will be shared or forwarded, and will be used for internal investigation only. Thank you for your time and cooperation.

It takes a lot of shamelessness: first, for taking advantage of a sick person as much as possible; second, for responding to a public complaint by lying; third, for a casino with a high rating; and finally, for now surely delaying responses as much as possible to try to avoid confrontation. They deserve absolutely nothing; the only loss should be all their customers because of these abusive and dishonest tactics.

Dear all,

Thank you for your patience.

We would like to confirm that this case is under investigation. We have sent an additional request to the relevant department and are currently awaiting their response.

We will provide an update as soon as we receive further information.

Kind regards,

BOOMERANG BET Casino Team

Sure, sure, four days to send it for investigation, and then another couple of weeks between when they ask him again and when he responds. What do you have to investigate that we don't all already know? That you omitted closing the account? Do the math, look at the deposits I made afterward, and credit the money to my account, you liars! You're all liars!

Dear BOOMERANG BET Casino, given the clarity of this issue and all necessary information being provided by the player, we would appreciate speedier response from the relevant team. Thank you for your understanding and cooperation.

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.

What's going on? Are they investigating a disappearance case or something very complex that explains why they haven't given an answer all this time?

I am as confused as you are, josemanuelmartinez, sicne the case seemed to be straight-forward one. I am trying to get in touch with the casino representative to obtain more details.

Dear josemanuelmartinez, dear Matej,

We are currently looking into the situation and reviewing the details of the case. We are doing our best to expedite the process and obtain the necessary information as soon as possible.

Thank you for your patience.

Kind regards,

BOOMERANG BET Casino Team

I don't know how you see the case, matej, but it's not normal that it's been over a month since I filed the complaint and they still haven't done anything at all, and they're earning an extra week just for writing what they did today...

Sine I have been unable to obtain any kind of response from the casino or the casino affiliates, I am afraid I have to close this complaint as unresolved. There is no point prolonging the timer indefinitely. However, since usually this casino did respond and resolved their complaints, I will prolong the timer one last time until Monday 28h September. If no real resposne is given by the casino, I will have to close this complaint with all the negative impacts on the casino rating. Thank you for your understanding.

You can close it, but I'll continue with other avenues like Trustphilot and keep reporting it on all platforms until everyone knows this casino is a scam. If you can, close the complaint; they're thieves.

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 Matej, I imagine you've already realized that this casino is ignoring this complaint, and I also imagine you know that this casino is stealing and using abusive tactics against its customers. I hope many people see this complaint and no one wants to play at their casino anymore. I wish they would shut down these scams forever, especially fake casinos like this one.

Dear josemanuelmartinez,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials, alongside the whole "boomerang-bet.com" domain.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej

We’ve reopened this complaint at the request of BOOMERANG BET Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear josemanuelmartinez, the casino has proposed a refund of 1,000 CHF. Please, let me know if you agree to this proposal.

Dear josemanuelmartinez,

thank you for reaching out to us.

Pursuant to a goodwill and final decision, we are prepared to issue a refund for the amount of 1000 CHF.

In order for us to proceed with your request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

Please also send us a written confirmation and acceptance of a goodwill gesture payment in the amount of 1000CHF as a full and final settlement of all the matters raised. Once this is received, the funds will be processed to your preferred payment method in the nearest time possible.

If you have any additional questions don't hesitate to contact us.

Kind regards,

BOOMERANG BET Casino Team

Good morning, if that's okay, 1000 CHF is better than nothing, at least it's a gesture of goodwill. Could you tell me who I should send the details to for the refund?

Please e-mail the payment details to cs@boomerang-bet.com with subject "Casino Guru complaint 224789" and let us know once done. Thank you.

The email with all the details has been sent and I've forwarded it to you as well, matej. How long do you have to make the payment? Thank you very much.

Please note that as of today they have not yet made the payment

Dear josemanuelmartinez, I have received your message. Usually the payment processing takes between 3 - 7 working days. Sine you have sent your message on Wednesday, please allow the processing to take its due course.

Dear BOOMERANG BET Casino, please let us know as soon as the payment has been processed on your end, to speed up the resolution of this complaint. Thank yo ufor your cooperation and time.

Everything's the same, the money hasn't arrived. Let's see if I'm right and when they decide to make the payment in a few days they'll ask me to change the payment method, and that's how we'll get to Christmas little by little.

One week later, the payment hasn't been processed. There are 8 hours left, and I'm tired of giving them extensions, more time, and lame excuses. If they don't pay today, leave the complaint as unresolved and close this mess because this casino isn't going to pay. If they wanted to, they would have already done so. I repeat, if the payment doesn't come through today, I want you to close the complaint as unresolved.

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.

We're wasting our time, matej. These people sent me an email saying they'd sent my information to the payments department, but they haven't sent anything and they won't pay either. You'll see, in the end the complaint will be closed and they won't pay. That's what experience tells me.

Dear all,

Thank you for your patience.

We have sent a request to the relevant team to confirm the current status of the payment.

Kind regards,

BOOMERANG BET Casino Team

They haven't paid

Dear BOOMERANG BET Casino, given the nature of this complaint. if this matter could be escalated, that would be much appreciated. Thank you.

They're doing this on purpose to get me involved with online casinos again. Ever since they reopened my complaint by chance two months after I stopped playing at all casinos and receiving advertising, I've started getting ads every day from Mafia Casino and Legiano with bonuses to play. So either it's a huge coincidence, or they want me to pay the 1000 they're offering as compensation out of my pocket. I'm starting to hate these kinds of people.

They keep sending emails and posting stupid replies here, trying to get me to play again or lose my patience. Matej, please do something. I don't want to hear anything more about these kinds of people or online casinos. I have my own life now, and I won't play at online casinos again. I just want this over and done with and the case closed. I mean it. If the money doesn't arrive today, I want to close this complaint as unresolved and be left alone. I don't want anything more from them.

Dear josemanuelmartinez, as Casino Guru is not a judicial body or law firm, all I can advise is to block the e-mail addresses and phone numbers that are spamming you with advertising, and once this complaint is closed, to install BetBlocker (www.betblocker.org). However, BetBlocker tends to block Caisno Guru as well, so maybe give it a while before installing it. Once more time I will try to get a response from the casino affiliates, but cannot guarantee it.

Well, the payment never arrived, and since it's Friday afternoon/evening, it's impossible for it to arrive on time. That payment will never come, I'm telling you. This has been going on for over two months now, which seems excessive. Close the complaint and lower your overall rating if you want them to keep their 1000 CHF or spend it however they want.

Okay, I won't wait any longer. Just one thing I need to make clear is that Casino Guru is in favor of the casinos and doesn't protect players' rights. The complaint was closed, and you reopened it supposedly to make a payment. You screwed me over, and let me tell you, I don't want to hear anything more about casinos or Casino Guru. In this case, I feel you've let me down, and I don't care about your excuses. As far as I'm concerned, the complaint is resolved. I won't wait another day; I'll mark the problem as solved myself, and maybe then you'll leave me in peace. I don't want to hear anything more about either that shitty Boomerang Casino or Casino Guru.

Dear josemanuelmartinez, I am sorry you feel like this. I will also clear up any misunderstanding before closing this complaint, for anyone who is following this case, to have all the information.

Okay, I won't wait any longer. Just one thing I need to make clear is that Casino Guru is in favor of the casinos and doesn't protect players' rights.

This is untrue, as we have helped you multiple times when you had issues with casinos. We have successfully mediated 4 of your cases, and the two that were unsuccessful - one was resolved just not to your full satisfaction so we counted that as not being successful, and the second case was unresolved and negatively impacted casino rating. In all of your cases, even in this one, we were siding with you, which is the reason why this complaint has been previously closed as unresolved, and will be closed as unresolved again this time. Unresolved complaints provides casinos with negative impact on their safety rating and complaint threads are kept public, so anyone can read about the issues and make up their mind whether to play in such casino or not.

The complaint was closed, and you reopened it supposedly to make a payment. You screwed me over, and let me tell you, I don't want to hear anything more about casinos or Casino Guru.

I reopened the complaint, because the casino representative contacted me and informed me that you will be paid. I am myself surprised the casino did not follow through on their promise, and because of this, I will not reopen this complaint again, unless the casino sends me proof of payment being processed, in whcich case I would reopen the case and ask you for confirmation of receiving the money. I am sorry it did not pan out, I was bamboozled as much as you, but I would like to emphasise that Casino Guru did not screw you over, as we are not the ones processing the payment.

I don't want to hear anything more about either that shitty Boomerang Casino or Casino Guru.

Free app BetBlocker (www.betblocker.org) can help you with this. The app successfully blocks majority of gambling sites - including Casino Guru - and is regularly updated with new sites. It is one of the most used tools to stay safe from gambling, and as with your other complaints, once again I strongly recommend you using this app to stay safe while browsing the internet. Good luck.

I will now close the complaint as unresolved. As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion.

Best regards,

Matej