The player from Germany filed a complaint against Boomerang Bet for reopening his account after he had requested a permanent self-exclusion 9 months earlier, which violated responsible gambling protocols. Additionally, he had deposited over €2,000 since the account reopening but had not received eligible cashback or a VIP manager. He sought a review of his case and a refund of his recent deposits. The complaint was resolved after Boomerang Bet processed a refund of €2,550 to the player’s bank account. The player confirmed receipt of the funds, and the case was marked as resolved by the Complaints Team.
BOOMERANG BET Casino - Player's account reopens despite self-exclusion.
Resolved
Our verdict
Case closed
Amount: €2,000
BOOMERANG BET Casino
Safety Index 7.2 Above averageCase summary
Discussion
Public
Public
4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
Dear costelonisoru.92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To help us better understand your situation and to investigate your case effectively, could you please provide us with the following details:
- Can you confirm the date when you initially requested the permanent self-exclusion and send me your request to: petra.h@casino.guru?
- Have you received any communication from Boomerang Bet regarding the reopening of your account?
- Did you make any manual request to reopen your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
Public
Public
4 months ago
Hi Petra,
I have some excellent news! Boomerang.bet has contacted me and processed the refund of €2,550. I have just checked my bank account and the funds have arrived.
I am very happy with this outcome and I want to thank you and the CasinoGuru team for your support. This wouldn’t have been possible without your help.
You can now mark this complaint as "Resolved".
Best regards,
Costel
Public
Public
3 months ago
Hi Petra, just a quick update to confirm once again that the funds have arrived in my bank account. I am ready for this case to be closed as Resolved. Thank you!"
Public
Public
3 months ago
We would like to inform all those following this case that the player informed us that this complaint has been resolved.
We have received confirmationl from the player that the withdrawal was successfully processed.
Dear costelonisoru.92,
I am glad that your issue has been successfully resolved. I will now mark the complaint as "resolved" in our system.
Thank you for your cooperation and do not hesitate to contact our Complaints Resolution Center if you encounter any problems with this or any other casino in the future. We are here to help you.
Best regards,
Petra
Casino.Guru
