The player from Spain filed a complaint against Boomerang-Bet casino for allowing them to register and deposit despite being on the General Registry of Gambling Access Prohibitions (RGIAJ), which prohibited their participation in online gambling. They requested an immediate refund of their deposited amount of 8,000 euros. The Complaints Team concluded that they were unable to assist with the refund request as the player did not inform the casino of their gambling problems prior to account closure. Additionally, the player did not respond to inquiries from the Complaints Team, which led to the closure of the complaint.
BOOMERANG BET Casino - Player's deposits need to be refunded due to self-exclusion.
Closed
Our verdict
Player stopped responding
Amount: €8,000
BOOMERANG BET Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Good morning,
I would like to file a complaint to Boomerang-bet casino.
I am sending you the email I sent you explaining the case:
I'm contacting you again since I haven't received a reply to the previous thread, and I think there's enough time for you to have answered me.
That is why I am sending the following email:
To the attention of Boomerang-Bet Customer Service:
I am writing to you as a user of your platform to file a formal complaint regarding the failure to comply with player protection measures.
I am registered in the General Registry of Gambling Access Prohibitions (RGIAJ), managed by the Spanish Directorate General for the Regulation of Gambling (DGOJ), which means I have an active self-exclusion that legally prevents me from participating in online gambling activities in Spain.
Despite this, their platform allowed me to register, make deposits, and place bets from Spain, which demonstrates a serious omission in their geo-verification and player protection procedures.
Therefore, I request the immediate return of the deposited amounts, since:
I am legally protected by Spanish regulations regarding responsible gaming.
Its platform is not licensed to operate in Spain and has allowed access from that territory without implementing the necessary control measures.
Accepting bets from a legally self-excluded person, from a country where their activity is not regulated by you, constitutes negligent conduct and is contrary to the principles of responsible gaming.
I attach proof of the deposits and my registration with the RGIAJ, and I reserve the right to seek mediation, consumer protection agencies, and take legal action if this claim is not resolved satisfactorily.
The amount deposited amounts to 8,000 euros.
I appreciate your prompt attention and cooperation in resolving this situation amicably.
If you need them, I attach the mentioned documents.
I await your response.
Thank you so much.
Automatic translation:
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10 months ago
Dear Liberosis,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boomerang-Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you informed the casino of your gambling problems?
- Has your account in the casino been blocked as a result?
- Have you asked the casino for a refund of your deposits? Have you received any response you might share with me?
- Share any evidence relevant to the case with me at tomas@casino.guru
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationGood morning,
I answer the questions asked:
Have you informed the casino about your gambling problems? NO, since I didn't realize I had a self-ban, and realizing that before this crisis I've had, and having had a self-ban for years, I understand that it protected me from entering any online casino from Spain.
Has your casino account been blocked as a result of this? My account is currently still open, even though I started an email conversation about it on May 8th. (I'll send it to the email address you provided.)
Have you requested a refund from the casino for your deposits? Have you received any response you can share with me? Yes, I have. They tell me to wait, but I've been waiting until May. (I'll send them everything by email, along with documentary evidence of my registration with the DGOJ and the deposits.)
I await your response and thank you very much.
Automatic translation:
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9 months ago
Thanks for your reply.
Please note that the information regarding the register of excluded persons is shared with gambling establishments licensed under the Spanish licence.
Boomerang-Bet Casino operates under the license of Anjouan Gaming and does not participate in this national self-exclusion scheme.
Online casinos that don't participate in national self-exclusion schemes still need to offer self-exclusion options, in our opinion, which you need to take advantage of to be protected.
If your account is still open, I recommend you request a self-exclusion due to gambling problems in the casino.
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."
Please send another email to cs@boomerang-bet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
Thank you very much in advance for your reply.
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9 months ago
Thanks for your reply
I am sorry, but we won't be able to help you with requesting a refund since you haven't informed the casino about suffering from gambling problems.
In online casinos not operating under the Spanish licence, we believe you should inform the casino about your gambling problems to ensure player protection.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a particular license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
- Did the casino disable your account since your last reply?
Please let me know.
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9 months ago
TranslationGood morning,
I have sent the email with the account closure request and you have copied me explaining the problems with the game.
Can you help me with a refund?
They don't give an answer to anything in case you can get in touch.
thank you
Automatic translation:
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9 months ago
Thanks for your reply.
As mentioned previously, we will not be able to request a refund from the casino. In order to do so, we must conclude that the casino should have provided you with protection from playing.
From the emails exchanged, I gather the casino confirmed they closed your account on June 11th.
Have you made any deposits in between informing the casino about your gambling problems and June 11th, when your account was closed?
Please let me know.
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8 months ago
Dear Liberosis,
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.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
