The player from Spain had filed a formal complaint against Boomerang-Bet Casino for mishandling his self-exclusion request. Despite having requested self-exclusion a month prior, the casino had allowed him to reactivate his account and deposit funds, which he claimed undermined player protection and international gaming regulations. The Complaints Team had extended the response time for the player to provide necessary information but ultimately, the complaint was rejected due to a lack of response from him, preventing further investigation. The issue was later resolved when the player reported that he had received a refund of 300 euros from the casino, leading to the complaint being marked as 'resolved'.
Boomerang-Bet Casino - Player’s self-exclusion has been ignored.
Resolved
Our verdict
Case closed
Amount: €300
Boomerang-Bet Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Dear Casino Guru Team,
I am contacting you to file a formal complaint against Boomerang Casino, as they have committed serious irregularities regarding my self-exclusion request.
Case details:
I requested self-exclusion a month ago due to my gambling problem. Despite this, Boomerang Casino gave me the option to reopen my account by writing a text (photo attached). Evidently, I sent the text because of my gambling problem.
Once the account was reactivated, I was allowed to deposit 300 euros.
To reopen the account, they forced me to write a text that has no legal validity, but they used it as an excuse to ignore my previous request for self-exclusion.
This behavior violates basic principles of player protection, violates international gaming regulations, and puts vulnerable users at risk.
Since Casino Guru positions itself as a platform that ensures transparency and fair gaming, I request your intervention in this case and the inclusion of this complaint in your list of complaints against Boomerang Casino.
Automatic translation:
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8 months ago
Dear Satomana,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].
Thank you in advance for your cooperation.
Best regards,
Veronika
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8 months ago
Dear Satomana,
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
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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6 months ago
We’ve reopened this complaint at the request of Satomana. The player sent us the following message:
Hello, it's now resolved. Thanks to the Boomerang Casino support team, they refunded me the 300 euros.
Dear Satomana,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika Fritz
Casino.Guru
