BOOMERANG BET Casino - Player's self-exclusion request is delayed.

Hello, on 15th May I sent casinoguru request for self exclusion, stating that I am compulsive gambler. Email was answered same day with further questions what are the reasons for my self-exclusion. I answered again, that I am compulsive gambler and want my account to be closed. They kept sending me bonus promo material through out the week, on 18th of May I received 2nd email from them, saying that my request has been forwarded to department in charge.

Today I got another bonus promo material, which lead me to the account, which by this day wasnt closed, even though request was made on 15th May. That lead to my another loss of around 400euros. Would probably lose even more, but my bank started to decline transactions.

Since this is reputable casino I hope this matter will be resolved, because there are many people like me. I am trying ti battle my addiction, I am trying to exclude myself from any new casino I am able to log in, but in this case I 100% think that casino should take 100% of responsibility

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Dear Jevgenijj,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BOOMERANG BET Casino.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Has your account now been closed, or is it still active?
• Could you please forward me the original self-exclusion request you sent, along with the casino's response? My email address is jean.s@casino.guru.
• Did you send the request from your registered email address linked to your casino account?
• Have you made any additional attempts to contact the casino (live chat, follow-up emails) after not receiving a reply? Please forward these to my email as well.

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Sent you all the information. Account now has been closed after sending complaint to their live chat. Did not even have chance to make screenshot, my account was logged off and closes without any written answer

Dear Jean, dear Jevgenijj,

Thank you for your patience.

We would like to clarify the timeline of this case from our side.

The player’s initial self-exclusion request was received on 14/05. On 18/05, the player was informed that the request had been forwarded to the responsible department for review and processing. The account was ultimately closed on 22/05, and the player has also been unsubscribed from promotional communications.

We also note that the refund request and the complaint regarding additional losses were submitted after the account had already been closed.

At this stage, the refund request has been forwarded to the relevant platform team for review, and the case is currently under consideration internally.

Kind regards,

Boomerang Bet Team

No, complaint was issued on 21st of May as you can clearly see that and my account was closed only after I contacted live chat about this whole situation and by the way account was closed immediately, and it was 22nd May. I have email from you proving that. Which clearly shows that you technically were able to close my account on 14th May, then I first requested it.

Dear Casino Guru Team,

Thank you for the update.

I would like to highlight that, based on the casino’s own statement, my self-exclusion request was made on 14/05, but my account was only closed on 22/05.

This represents a significant delay of several days, during which I was still able to access my account and continue gambling, despite clearly stating that I am a compulsive gambler.

Additionally, the fact that my account was closed immediately via live chat demonstrates that it was technically possible to act without delay.

As a result of this failure to act in time, I incurred financial losses of approximately 400 EUR.

I kindly ask for a fair resolution of this matter.

Kind regards,

Jevgenij

Dear Casino Guru Team,

I hope you are doing well.

I would like to kindly follow up regarding my complaint, as it has been about a week since I provided all requested information and screenshots.

I understand that such cases require careful review, however I would appreciate any update regarding the current status of my case.

Thank you very much for your time and support.

Kind regards,

Jevgeni

Dear Boomerang Casino,

Thank you for your cooperation. I look forward to hearing updates about the player's refund request.

Dear Jevgenijj,

Could you please provide the dates when you made deposits plus the amount of deposits after May 14? If possible, please post a screenshot of your deposit history. Thank you in advance.

My account now is closed so I can only provide pictures from bank statement

these 8 transactions were all made on 21st May as far as I remember. But casino should have this information

Dear Jevgenij,

Thank you for reaching out.

Please accept our apologies for the delay of processing your request.

We would like to kindly draw your attention to the following articles from our Terms and Conditions:

4.1 By opening an account on our Website and by using our Website you warrant that:

you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Pursuant to the aforementioned articles, there is no refund available for your account.

Best regards,

Customer Support

this is what I got from Boomerang bet🙂

Dear Casino Guru Team,

I hope you are doing well.

I would like to kindly follow up regarding my complaint, as I have not received any updates for some time after providing all requested information and screenshots.

I would appreciate if you could inform me about the current status of the case and whether any further action is required from my side.

Thank you very much for your assistance.

Kind regards,

Jevgenij

Dear Jevgenijj

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, Munya, (munya.s@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,

Jean

Thank you for your engagement, which highlights important details that can assist in the resolution of this case.

I would like to express my concern regarding the length of time taken by the casino to process the player's self-exclusion request. For someone struggling with gambling addiction, this period felt quite prolonged. The standard timeframe for casinos to implement self-exclusion requests is typically around three days. Had the request been addressed sooner, the player would not have been able to make further deposits. While I acknowledge the casino's policies on refunds, I would like to emphasize that this situation is not a typical request for a refund. Given that the player has communicated their struggle with gambling addiction, this case should be treated with special consideration. I would appreciate the casino's perspective on the issues I have raised.

I dont think they actually care🙂) I honestly started to wish that this case will be closed as "Unresolved" and their rating will drop drastically, so other people like me not gonna suffer because of their fault

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 Munya, dear Jevgenijj,

Thank you for your patience.

We have reviewed the case once again. While we acknowledge that the self-exclusion request was not processed immediately, after a thorough review by the relevant department, we must confirm our previous decision. According to our Terms and Conditions, funds that have already been used for betting are not eligible for a refund. Therefore, we regret to inform you that the refund request has been declined.

Kind regards,

Boomerang Bet Team

Very professional respond from Boomerang Bet. Just wondering for what reason you have "self-exclusion" option to begin with🙂 at this point, honestly, I’d prefer your overall score and reputation to go down, instead of getting those 400euro, which suprisingly is such a big matter to you.

so casino.guru, I hope you are going to close this case as "Unresolved". That would be ideal scenario for me. I lost much more in my life, to worry about 400 euro. I just hope that one day these unlicensed casino mafias will get some sort of regulation because this world is coming to absolute degeneracy because of their fault

BOOMERANG BET Casino

Thank you for your response.

I appreciate that you have acknowledged the delay in processing the player's self-exclusion request. However, I believe the significance of that delay is being underestimated.

Responsible gambling measures exist specifically to protect vulnerable players from further harm. Once a player discloses a gambling problem and requests self-exclusion, the operator is expected to act promptly. In this case, the failure to do so directly contributed to the losses now being disputed.

For these reasons, I continue to believe that refunding the deposits made after the initial self-exclusion request would be the fairest and most appropriate resolution. I would therefore ask the casino to reconsider its position.

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 Munya, dear Jevgenijj,

Thank you for your patience.

We would like to inform you that this case has been forwarded to the relevant department for further review. We will provide an update as soon as we receive additional information.

Kind regards,

Boomerang Bet Team

Dear Munya,

can you please close this case as unresolved, because at this point is just disrespectful what this "casino" does. They already have 1 unresolved case in the past weeks, so let them have 2, because obviously they treat their problems without any actual care.

thank you

BOOMERANG BET Casino

I would greatly appreciate a timely update from your side.

Jevgenijj

I must admit that the resolution process can be longer, but I would appreciate your patience as we give the casino a chance to review the matter.

Dear Munay,

dont you see what they are doing? They wait till last second of your given timeframe to answer that "it has been forwarded to relevant department". They just buying time. It is disrespecftul and dishonest behaviour. Also they stopped answering my emails 3 weeks ago

Jevgenijj

I carefully take note of everything including all information and responses, as they contribute significantly to the overall assessment.

Are you going to extend timer by another 7 days now?😀

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.

Never ending story

Jevgenijj

I appreciate your concerns and understand where you are coming from. As part of our commitment to a fair assessment process, we ensure that all parties are afforded ample time to review the matter and provide their responses. Additionally, we do not keep complaints open for an extended period if there is no significant progress. The time taken by parties to respond is indeed a crucial aspect of our assessment process. If it becomes necessary to close a complaint, we will do so and ensure that we communicate this clearly. Thank you for your understanding.

Lets give them another 7days

Jevgenijj

Although the casino honoured your self-exclusion request by permanently closing your account, it has not acknowledged its shortcomings in handling your self-exclusion request and has declined to refund the losses incurred during the period in which your account should have already been closed. Despite my efforts, I was unable to persuade the casino of the merits of your refund request, and they have made it clear that their decision is final.

As a result, there are no further avenues available for me to pursue, and I must close this complaint as unresolved. I understand this is not the outcome you were hoping for. However, the decrease in the casino's rating resulting from unresolved complaints may encourage them to reconsider their approach in the future. Should the casino decide to reopen the discussion or revise its position, we will reopen the complaint and notify you by email.

Since the casino operates without a valid license and does not refer disputes to an Alternative Dispute Resolution (ADR) service, there is unfortunately no regulatory authority to which this matter can be escalated.

I can only recommend choosing casinos with strong reviews, transparent responsible gambling practices, and reliable licensing in the future to help avoid similar situations. I am sorry that I could not be of more assistance on this occasion.

Kind regards,

Munya

Casino Regards