BOOMERANG BET Casino - Player's account reactivated, violating self-exclusion.

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Hello,

thank you very much for submitting your complaint. I am truly sorry about your negative experience with BOOMERANG BET Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise on the timeline of your deposits?
• Could you please share your original self-exclusion from BOOMERANG BET Casino? You can send emails or chat transcripts to my email at attila.g@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

​Hi Attila,

​Thank you for your assistance. Here are the answers to your questions:

​Do you still have access to your account? No. Immediately after I sent my formal complaint and refund request, the casino permanently closed my account. I have attached the email I received from them (1000029287.jpg), where they try to deny my previous self-exclusion but closed the account nonetheless.

​Could you please tell me your deposit schedule? I have been depositing heavily since the account was reactivated in August 2025. My total deposits in this period exceed €7,000. Most of these were made in large increments, and despite my high activity, no responsible gambling checks were performed.

​Initial self-exclusion date: I requested the permanent self-exclusion approximately one year ago (around early 2025). The best proof I have is that my account remained inactive and inaccessible for several months until it was reopened without my consent in August 2025.

​OASIS System: As a resident of Germany, I am also registered in the OASIS system. The casino ignored this and allowed me to play.

​I am attaching the latest email from the casino. Please note how they cite their Terms and Conditions to avoid responsibility for failing their "Duty of Care" toward an addicted player.

​Best regards,

[Redacted]

Dear Player,

Thank you for the information and screenshots provided. Please be advised that we can assist you only if you have informed the casino about your gambling problems and they failed to protect you. Casinos without a German license don't have access to the OASIS database of players. In case you want to be protected in such casinos, you need to inform them directly.

Unfortunately, I was unable to locate your original self-exclusion request. Your original self-exclusion request is an essential piece of evidence, and without it, we are unable to proceed with requesting any refunds from the casino.

Thank you for your understanding.

Best regards,

Attila

Hi Attila, I understand the importance of the initial email, but please consider the following facts which prove the casino's negligence:

​Proven Account Closure: My account was closed and inaccessible for approximately one year. A casino does not close an active, depositing account for such a long period unless a permanent closure or self-exclusion was requested.*

​Abusive Reopening: The account was reopened in August 2025 without any request or 'cool-off' period verification from my side. This is a direct breach of Responsible Gambling standards.*

​VIP Incentives vs. Addiction: After reopening the account, instead of monitoring my losses, they promoted me to VIP Level 3. In my chat logs, you can see I was asking for cashback because I lost €3,000 in a single week. The casino's response was to tell me to 'be more active' to get rewards, which is predatory behavior towards an addict.*

​Immediate Closure upon Complaint: As soon as I mentioned 'Self-Exclusion' and 'OASIS' in my recent refund request, they closed the account instantly. This proves they know they are at fault.*

​I am requesting CasinoGuru to evaluate this as a Systemic Failure of Duty of Care. The casino cannot hide behind a 'missing email' when their own system logs show a year-long closure followed by an unauthorized reopening and predatory VIP targeting.

​Hi Attila,

​Boomerangbet has stopped responding to my emails after they sent a generic refusal citing their T&Cs.

​I want to clarify: I am seeking a refund for the deposits made over the last 6-7 months because the casino reopened my account in August 2025 ABUSIVELY, without my consent or any request from my side.

​Even if the original email from a year ago is hard to find, the fact remains that my account was closed for an entire year. Reopening a closed account for a vulnerable player and then promoting them to VIP Level 3 while they lose over €7,000 is a massive failure of their Duty of Care.

​Please intervene, as they are now ignoring my direct communication.

Dear Player,

We acknowledge your concerns and understand how disappointing this situation may be. However, we are unable to assist further with this case. A self-exclusion request that clearly states a gambling problem is mandatory evidence for us to proceed with a claim like this. It is important to note that without this information, it is impossible for us to verify whether gambling addiction was disclosed or if a permanent self-exclusion was requested. Casinos have the ability to temporarily close accounts for a variety of reasons.

Since you didn't provide sufficient proof to support your case, and your account has been closed after you sent another request, we cannot handle this complaint as a failed self-exclusion, and request a refund. I can only recommend that you always follow the instructions listed in the responsible gambling policy of each casino and always mention that you suffer from a gambling addiction, so that the casino can take appropriate steps.

Furthermore, as your account was reopened and subsequent deposits occurred in August 2025, we regret to inform you that we are unable to assist you, given that more than six months have elapsed since the incident you described. Our policy restricts us from pursuing cases that fall under the category of "cold cases," as gathering evidence and reconstructing an accurate timeline becomes increasingly difficult after such an extended 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.