BOOMERANG BET Casino - Player's account has been reopened against self-exclusion.

Hallo ich habe vor einem Jahr mein Sportwettkonto bei diesen Casino als Selbsschutz für immer sperren lassen weil ich Sportwettsüchtig bin und daher nicht mehr geschäftsfähig!

Dann hatte ich einen Rückfall wollte wieder unbedingt spielen und das Casino hat mein Sportwettkonto einfach wieder geöffnet obwohl ich es als Selbsschutz für immer gesperrt habe

Jetzt habe ich zirka 10000 euro verloren und deshalb will ich das alle wetten mit 1.0 gewertet werden und mir mein Geld zurückerstattet wird!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boomerang-Bet.io Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via support email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Boomerang-Bet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Thanks for your reply via email.

• Has the casino closed your account after your message from May 19th?
• Has the casino responded to your refund request?

Please let me know.

Thanks for your patience.

• Have you saved any communication with the casino from last year when your account was self-excluded, such as your self-exclusion request, responses from the casino, or confirmation of your self-exclusion?
• Would you be able to share it with me?

Looking forward to your reply.

Thanks for your patience.

Please note that without evidence that you informed the casino of your gambling issues before the affected period, we are unable to confront the casino and ask for a refund of the money played after the account was reopened.

Is there any evidence you kept from the time your account was closed one year ago? Would you be able to supply any such evidence?

Looking forward to your reply.

Dear loooli,

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.

Dear loooli,

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 (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,

Tomas

Hello loooli, 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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Boomerang-Bet.io 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear loooli,

Thank you for your patience.

We would like to confirm that your account has been closed in accordance with your request.

Regarding your refund request, we would like to reiterate that, in line with our Terms and Conditions (Section 6.6.2), refunds cannot be issued once the deposited funds have been used for gameplay. As the funds in question were used to place bets, we are unable to approve your refund request.

Please note that this position was also communicated to you in our previous correspondence.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you for the account closure, dear Boomerang-Bet.io Casino. Could you please confirm whether the player has requested self-exclusion as far back as in 2024, and let me know why was his account reopen? In case sensitive information needs to be shared, feel free to e-mail me directly at matej.l@casino.guru. Thank you very much.

Dear loooli, while waiting for the casino to reply, could you e-mail me (matej.l@casino.guru) the messages you have sent to the casino requesting self-exclusion due to gambling addiction, in 2024-2026, if you still have at least some of them? Thanks.

Dear Matej, dear loooli,

Thank you for your patience.

We can confirm that the player’s account was closed due to self-exclusion request on May 28, 2024.

The account was subsequently reopened on January 30, 2025.

As the circumstances of the reopening involve account-specific information, we will provide the relevant clarification to Matej directly via email.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you, Boomerang-Bet.io Casino, I have sent my response just now, and requested the player's cashier history as well.

Dear Boomerang-Bet.io Casino, I have been informed the player has registered 3 accounts with you. Could you please also include the profile screenshots of the accounts with your e-mail to me? Thank you.

Dear Matej,

Unfortunately, we are unable to provide the requested account data to third parties. Such information can only be provided directly to the player upon their personal request and sent to the email address associated with their account.

Thank you for your understanding.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you, dear Boomerang-Bet.io Casino, I understand.

Dear loooli, as I am unable to obtain details from the caisno, I would like to ask if you could at least roughly tell me how much have you deposited and withdrawn from into the original account since the reopening in 30/05/2025 until now? And how much have you deposited and withdrawn from the other two accounts? Thank you.

Dear Matej,

Thank you for your involvement in this case.

We have forwarded your request to the relevant department for review and are currently awaiting their response. We will provide an update as soon as we receive further information.

Kind regards,

Boomerang-Bet.io Casino

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.

I am prolonging the timer to give the casino time to finish the investigation and respond to the complaint at hand. Thank you for your understanding and cooperation.

Dear loooli, according to the casino affiliate, this complaint has been assigned to the incorrect casino.

Apparently, you have been playing at BOOMERANG BET Casino instead of Boomerang-Bet.io Casino. This is an easy mistake to make, since both casinos have very similar names and share the same logo.

I have switched the thread towards the relevant casino and hopefully we will get the response shortly. Thank yo ufor your patience and understanding.

Dear Matej, dear loooli,

Thank you for your patience.

We can confirm that the player’s main account has been permanently closed and marked as a gambling addiction self-exclusion with no possibility of reopening. Regarding the other two accounts, we have already requested that they also be permanently closed and marked accordingly, with no possibility of reopening. We will inform you as soon as this process has been completed.

As for the refund request, we can confirm that it was reviewed and declined in accordance with the applicable Terms and Conditions, as the deposited funds had been used for gameplay before the refund request was made. The player has already been informed of this decision.

Kind regards,

BOOMERANG BET Casino Team

Thank you for the quick response and confirmation of the permanent accounts closure, dear BOOMERANG BET Casino, much appreciated. To move towards the final resolution of this complaint, could you pleas e-mail me (matej.l@casino.guru) screenshots of all three of the profiles, showin their registration dates as we ll as credentials used to fill the profile info with? And if you could also include cashier history for all the accounts, showing both deposits and withdrawals made, that would be very helpful in final assessment of this case.

None of the information will be shared or forwarded, and is for internal investigation purposes only. Thank you for your time and cooperation.

Dear Matej,

Thank you for your continued efforts in reviewing this case.

Unfortunately, we are unable to provide the requested screenshots and account details, as they contain personal information relating to third parties.

We appreciate your understanding.

Kind regards,

BOOMERANG BET Casino Team

Dear BOOMERANG BET Casino, that is understandable.

Since the player stated that all three accounts were created using the same personal details, this goes against our Fair Gambling Codex and general player protection rules. You have already confirmed all three accounts were closed and marked as "gambling addict" with no option for reopening, which is great and I highly appreciate this.

Last thing to do is to process the disputed 9,500 EUR as a refund to the player, which is the total stated that was deposited into the secondary nd tertiary accounts, which the player should have not been able to do in the first place. Please let me know if you need the player to provide payment details or any furthe information, for the finance team to be able to process the refund. Thank you.

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 all,

Thank you for your patience.

We are continuing to investigate this case and will provide an update as soon as we receive further information from the relevant departments.

Kind regards,

BOOMERANG BET Casino Team

Dear BOOMERANG BET Casino, as I am unable to prolong the timer indefinitely, I would like to ask for speedy investigation. Alternatively, you can continue with investigation even after the complain is closed as unresolved, and request reopen once you have all the necessary information. Thank you for your cooperation and understanding.

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 loooli,

Thank you for your patience.

Our Support Team has contacted you directly regarding this case. Please check your email for their message and further details.

Kind regards,

BOOMERANG BET Casino Team

Dear BOOMERANG BET Casino, I have checked my inbox and spam folder, and no message has been received. Could you please double-check a correct address has been used: matej.l@casino.guru? Thank you.

Dear Matej,

We have contacted the player directly regarding this case and have already received the necessary information from them. Thank you for your assistance.

Kind regards,

BOOMERANG BET Casino Team

My apologies, I completely misread the message.

Dear loooli, could you please let me know whether you agreed with the casino's offer and whether you are supposed to receive any kind of refund? If needed, you can message me directly at matej.l@casino.guru. Thank you.

Hallo ich habe das Geld zurück erhalten

Sie können den Fall schließen

Vielen Dank

Dear loooli,

I am very happy to hear that your issue has been resolved, and would like to thank BOOMERANG BET Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also 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.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru