BOOMERANG BET Casino - Player’s winnings are at risk due to account policies.

Boomerang.Bet allowed me to open up an account posing as an Australian site and having the rights to operate in Australia. They had everything set up for my account to transact in AUD and to verify that I was in Australia.

When I won $65,000, it was off the back of increased gambling and I was becoming concerned. I informed the site that I wanted to pause whilst I withdrew my funds through fear I would lose them all through excessive gambling. This was refused. I was told that I was unable to pause my account and if I closed my account I would forfeit all of my winnings, despite me telling them that I was concerned with the levels of my gambling. I repeatedly told them that this was against their responsible gambling laws however I was told again that if i paused or closed my account then my winnings would be forfeited, in essence forcing my to keep my account open where I had repeatedly told them it was at a severe risk due to excessive gambling habits.

I have raised complaints to them and initially they replied, albeit with a rebuttle to say that they followed their T&Cs - though their T&Cs directly contradcit the laws of which they are governed by. They have now ceased communication.

I have tried to complain to further authorities.

I know of no site that can legally forfeit your winnings if you claim you have developed an issue with gambling? How is that logical, that they encourage you to use their site and then not withdraw when an issue occurs when the mere fact that you are using the site can accelerate any issue.

Dear Henners,

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.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Can you provide any documentation or communication where you expressed your concerns about excessive gambling? Please share the information to my email at [email protected].
• Have you followed the steps of self exclusion as outlined in the casino's terms and conditions, in the section Complaints / commitment to decisions, rule n.7:

In case you want to be temporary or permanently self-excluded and stop betting or gambling for a set time, please contact our customer support agent via email. On receipt of an email request for account closure, the requested account and any linked accounts will be placed on our first stage, 24-hr cooling off period which will disable your account or accounts, allowing no gambling activity. Once this time has passed; while your account or accounts remain closed, a customer support agent will inform you of the 1-week, 1-month, 6-months and permanent self-exclusion available. There will be no variation in these time periods. To proceed with this process, we will require an email response. If we do not receive a response within a further 24 - hrs, your account will be reopened and confirmed by email.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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.

Dear Katarina,

Thank you for your response.

All relevant information is already documented in the live chat history with Boomerang.Bet. Additionally, I have a specific email where I clearly stated that I wanted to pause my account due to concerns that my gambling levels had become too high and excessive, and that I was at risk of losing all my winnings. In response, the casino stated that I could either leave my account open or forfeit my winnings – a response that did not appropriately address my responsible gambling concerns. There was no option for me to withdraw anything unless I kept my account open which is contradictive to everything they say as part of responsible gambling.

My account is now fully closed, and I no longer have access to it.

Moreover, I am extremely concerned that Boomerang.Bet may now be operating illegally, as their license appears to have expired in February 2024.

Please let me know if you need the email or any specific chat logs for your investigation. Although for the chat logs, I don't know how to get them as they are now ignoring me completely.

Dear Henners,

thank you for your reply.

When exactly did you request the self-exclusion? Did you clearly specify in your request the reason for account closure and for how long you wish your account to be closed?

Are you experiencing stress or feelings of being overwhelmed related to gambling activities?

Would you be so kind and forward me the request together with all the relevant communication between you and the casino? My email address is [email protected].

Looking forward to your reply.

Katarina

Dear Katarina,

Thank you for your response.

During my live chat with the casino, I specifically expressed my concerns about the levels at which I was gambling. I stated that I wanted to pause my account while I withdrew my funds, as I was worried I would spend it all. Later, when I requested to close my account due to these gambling levels, I was informed that I would forfeit all my winnings if I proceeded with the closure.

This response made me fearful of losing the entire $65,000, and as a result, I felt pressured to keep my account open despite wanting to self-exclude. Because of this fear, I did not request self-exclusion via email, as I believed it would result in the loss of my funds. In essence, I was scared into maintaining the account, which significantly impacted my ability to take responsible action.

Unfortunately, the casino has refused to grant me access to the live chat logs, where I clearly stated my intention to pause my account and expressed concerns about my gambling behavior. I believe these logs are crucial evidence that I did attempt to take action to protect myself, but I was effectively discouraged from doing so.

I would greatly appreciate your guidance on how to proceed given this situation. Additionally, if there are any other steps I can take to retrieve the live chat records, please let me know.

Kind regards,

Henners

Thank you very much, Henners, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Henners, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. While we are waiting on the casino to reply, could you please let me know if you did communicate any of the above via e-mails? If so, could you please forward those messages to me at [email protected], please?

I’d like to invite a representative of Boomerang.Bet Casino to join the conversation and participate in the investigation of this case as well.

Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear Henners,

Thank you for your message and for providing additional information about your experience.

We would like to thoroughly investigate this matter, but we were unable to find the account you left for this case in our system.

In order to continue the investigation and provide you with effective assistance, we ask you to confirm the exact website address (URL) of the Boomerang.Bet platform that you used to log in to your account and play, and we would also like to request a screenshot of our website domain. This will help us make sure that we are verifying the correct domain and the relevant records.

Once we receive this information, we will immediately begin an internal review of your case.

Thank you for your cooperation and understanding.

Boomerang.Bet Team

Thank you for the fast response, Boomerang.Bet Team! Much appreciated! :)

Dear Henners, you can either share the details in this thread (any sensitive information will be withheld from public view), or if you prefer, you can send it to the casino directly via e-mail, in which case I would ask you to CC me in the message with [email protected]. Thank you.

Hi Matej and Boomerang.bet,

I find it fitting that you are unable to find my account, which is a testament to the casinos service and unwillingness to assist in this matter. I have forwarded the full email chain with all details across to you both.

regards

Luke

I find it extremely concerning that Boomerang.Bet will immediately reply to Casino Guru, but when I provide the evidence that I am in dispute they continue to ignore me.

Dear Henners, could you please confirm the domain name and what e-mail you used to register your account, as requested by the casino, please? There are quite a few Boomerang Bet Casinos, so we need to be sure we are looking into the correct one.

Next, could you please let me know when did you asked for the self-exclusion? Do you have any e-mails or live chat screenshots confirming the date? We need that to establish the date when the account should have been closed. Thank you.

Dear Boomerang.Bet Team, confiscating the account balance upon account closure due to the gambling addiction is against our Fair Gambling Codex, so that term will have to be amended into a fair version that will still protect the casino against moody players trying to close their account after a hefty loss (then re-open it a week later), but also protecting the gambling addicts from losing more money.

hi, it was https://boomerang-bet0101.com/au/ i believe. although please remember I don't have access to the site anymore and the emails I have sent to you with the domains of boomerang.bet should suffice.

With regards to the self exclusion, this is the whole basis of my argument. I told the site that I was struggling with the levels of my gambling and that I was concerned that because of these extended sessions that I would spend all of my winnings and I wanted to pause/close my account so I could withdraw the winnings without being made to stay on the site and have my increased wagering and losing mean I lose all the money.

this was met with 'you cannot pause or close your account without forfeiting all of your winnings'. They explicitly told me that I was unable to pause/close my account as I would lose all of the winnings. I believe that this term in allows boomerang bet to pray on gambling addicts and never have to pay out winnings. As expected, whilst trying to withdraw there were unknown delays and unknown issues that meant I was still having to log in to the site in which the first page is all the gaming options to you.

i repeatedly tried to ask the VIP agent if I was able to pause. then what happened was they allowed my balance to diminish and they said they were closing my account because they believed I had an issue with gambling. everything that they have done has contradicted fair gambling laws.

now they refuse to provide me with any chat logs, refuse to get back to me and refuse to speak to me at all. If I asked specifically to be self excluded I was told I would forfeit all my winnings and so I was scared into not doing this. this is exactly why I am seeking compensation. the mental and physical stress this has put me in under is substantial. I have had to go to therapy. this is a clear exploitation. they should have allowed me to pause/close the account when I said I was worried about the levels of gambling and that I would lose all of the money, however they point blankly refused and exploited the fact that I was scared of forfeiting the winnings.

Dear Matej, dear Henners,

Thank you for the clarification.

We would like to formally confirm that the website mentioned by the player – https://boomerang-bet0101.com/au/ – is not operated by us. Our brand is Boomerang.Bet, which operates solely through the official domain:

👉 https://boomerang.bet

We are not responsible for any activities or terms presented on other similarly named websites that do not fall under our platform or license.

After thorough verification, we can also confirm that there is no account registered under the email address [email protected] on our official website.

We kindly ask that any claims related to the domain mentioned by the player be redirected to the appropriate parties behind that specific platform.

Please let us know if we can be of further assistance.

Best regards,

Boomerang.Bet Team

It is clear that this whole operation is fraudulent. The emails I have sent to yourself, Matej, clearly have conversations between '[email protected]' and '[email protected]' all that has the exact same branding. Boomerang.bet is trying to get into Australia under the Boomerang-bet domain in my opinion or they need to seriously look at the issues this sister site is creating. Stating that there is no account set up when there is clear communication from my email address suggests once again they are trying to hide behind poor regulations in curacau.

They owe me compensation and a change in their laws for how they have handled this situation and it is not acceptable.

If it is the case that Boomerang.bet are not associated with Boomerang-bet, then I need to know how to transfer this case over as it is an absolute disgrace that they are able to hide behind the other sites and try and not pay people.

Thank you for the domain clarification, both. It seems like this was indeed a mistake, and the complaint is not connected to Boomerang.Bet Casino.

I can confirm that https://play.boomerang.bet and https://boomerang-bet.com/au/ are actually two different casinos, owned by two different companies. Given that there are at least four "Boomerang" online casinos operating at the time, this is an easy, honest mistake to make. I will swap the complaint to the correct casino and we'll take it from there.

Dear Boomerang.Bet Team, thank you for your time and patience. This complaint is now being redirected elsewhere, and your safety index rating will stay unaffected.

I’d like to invite a representative of Boomerang-Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly check the previous messages from the player and provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Hi Matej, What is Casino Guru's action should Boomerang-bet not reply or engage in conversation, as I suspect they will not.

Hi Matej, i do not believe that the casino has any intention to respond. As the are regulated by Curacao, a passive regulator, I require further assistance in getting them involved.

regards

Luke

Dear Henners, Boomerang-Bet is licensed by Anjouan, but since their license does not cover Australia, I doubt they would do anything about this. However, if this mediation is unsuccessful, you may try to lodge the official complaint (I will give you step by step guide how, if needed) and see if they respond.

However, do not lose hope yet. I am already getting in touch with our contacts within the casino to make them aware of this complaint, so they can reply and hopefully help to make things right.

Can you please provide me with the details of the regulator so I can reach out directly to them. I have already begun initial discussions to raise a legal claim against this company as they have now point blankly refused to contact me.

Of course. First, I will try all the options on our end, if it all fails, I will give you all the necessary links and pointers.

I am sorry but I know they will not respond and as such I do not want to wait. Please can you provide me with the details.

I cannot believe that they have been given such a high safety rating when they are ignoring you as well.

Dear All,

Thank you for your message.

We are currently reviewing the matter and working diligently to gather all relevant information regarding the query. We sincerely apologize for the delay in our response and appreciate your patience. Please note that this process may require a bit more time to ensure a thorough and accurate resolution.

We will update you as soon as we have more details.

Best regards,

Boomerang-bet Team

You have been 'looking into this' since 21st April 2025.

Thank you for the acknowledgement, Boomerang-bet Team. Please let us know of your findings as soon as the investigation is complete. In case of sensitive information or need to share some internal data, do not hesitate to contact me directly via e-mail at [email protected].

I have sent you an email, Matej, please confirm receipt.

I have received the e-mail, however to be fair, we will give the casino the standard 2 weeks to respond, since the last few weeks we were discussing this issue with a completely different company.

That is fine, but you can clearly see from the email that I have been discussing this with them for at least 6 weeks. Giving them more time just plays into their 'delay tactics' approach

I am sorry but I don’t believe that the casino is showing willingness to cooperate. They have replied to my emails two months ago, then went radio silent and are now delaying further with your involvement. Them saying they are investigating this is a complete stall tactic as they have already investigated this. I am going to move ahead with speaking to the regulator

Seems like you are not really interested in mediation, and would like to proceed with legal action instead. Please, let me know once you involve the lawyers, as in that case mediation would not be an option anymore. Thank you.

i would much rather prefer mediation, i am just bedazzled by their lack of response and they don't seem to be replying to you either... they just keep delaying

Hi Matej,

I want to clarify that I absolutely prefer mediation over legal escalation - my frustration stems purely from months of unresponsiveness and stalling by the casino.

I raised this complaint in good faith, provided a full Letter of Demand, Statement of Harm, and timeline, and attempted multiple follow-ups. Each time I received a vague deflection or no response at all. Even now, despite your involvement, their engagement has been minimal and vague - claiming "an investigation" is underway, but providing no detail, timeline, or point of contact and repeating the steps they have already taken.

I understand and respect Casino Guru’s position as a neutral mediator. I just want to see a sign that the casino is taking this seriously and that they’re actually participating in this process with you.

I remain fully open to mediation and sincerely hope a fair, amicable outcome can be reached - and I appreciate your continued involvement.

Best regards,

Luke

Hello Matej,

We have sent an email to you regarding this case.

We will be waiting for your update. Thank you!

Kind regards,

Boomerang-Bet team.

Why have i been excluded from this email trail

Hi Matej, is there a reason that I have not been included on Boomerangs email? i find it worrying that they are trying to mediate without including me - in addition to not speaking to me directly.

Dear Henners, the casino is sharing screenshots from their system and other internal files, that I am allowed to review, but not allowed to share, for security reasons. That is why you were not CCed into the communication. However, I have seen the evidence provided and can give you an update.

According to the screenshots, the first time you have written to the casino regarding your issues and mentioned gambling addiction, was on 20th March. The account has been closed on 24th March. Given the casino's own RG policies, the account should have been closed within 24 hours, which did not happen. Therefore you are entitled for a refund of all the deposits made between the time the account should have been closed, until its actual closure. Going by the cashier history provided by the casino, that would make 750 AUD altogether.

However, I have not been told what was your account balance on the 21st March, which is the information I have requested from the casino. We consider voiding balance when closing an account due to gambling addiction an unfair practice, that goes against our Fair Gambling Codex. We believe you should have been refunded the whole balance as well as any additional deposits from 22nd March onward.

Additionally, dear Henners, do you have any e-mail or screenshot of the live chat conversation regarding gambling addiction and wanting to close your account that predates 20th March? According to your previous statements, I have a feeling you were dealing with this issue earlier, to no avail. But I will need some evidence to confront the casino with. You can either post it here, or send it to me directly at [email protected]. I will then attach it to the message for the casino to investigate further. Thank you.

Thank you, Matej, Boomerang Bet is refusing to provide me with the whatsapp messages and live chat transcipt between me and my VIP agent. I am trying to get access to my backup folder myself as that will show significant evidence of messages before 20th March were I specifically say that I am terrified of losing the winnings because of my levels of gambling. The amount of money that I had accumulated was $65k. I lost around $20k and realised that I was at risk of loosing it all and tried to reach out to the casino to pause the account to withdraw the $45k. So realistically, that is the amount that I am seeking. I do require the Casino to provide me with all of the chat logs whilst I get the whatsapp logs. The mental stress this has put me under is too much.

Hi Matej,

Just to clarify and support the ongoing investigation — the $65,000 AUD I won on Boomerang was steadily lost after I began raising concerns about my gambling behaviour.

I had already lost approx. $20k and, in a state of anxiety, tried to pause the account and withdraw the remaining $45k. I specifically messaged the VIP manager expressing fear over losing everything due to the level of gambling I was engaging in.

The casino refused to pause the account or allow any intervention without voiding my balance — which I now understand breaches their own responsible gambling obligations, as you've outlined.

I continue to request the WhatsApp and live chat transcripts from Boomerang, which they are actively refusing to provide. I'm attempting to recover my own backups in the meantime.

If you are able to reinforce the request for those transcripts from your side, that would be hugely appreciated — as they contain key messages prior to 20 March.

Thank you again for your help.

Luke

Thank you for the details. I have requested the chat log between you and the Support Team (VIP manager as well) from the casino. If I receive them, I will let you know.

Thanks, Matej - I really appreciate you requesting the transcripts. These messages are crucial to understanding what I was going through at the time, and I hope Boomerang finally provides them in full.

This entire experience has taken a huge toll on me mentally, so your support throughout this process genuinely helps lighten that load. I’ll continue trying to recover my own backups in the meantime.

Dear All,

Thank you for your message.

We are still reviewing the matter and kindly ask for a bit more time to complete this process thoroughly. We will update you as soon as we have more information.

Best regards,

Boomerang-bet Team

Dear Boomerang-bet Team, the investigation is now taking over 3 weeks, and I am not sure how much longer the player will hold before moving forward with legal action. As we, at Casino Guru, would prefer to resolve this complaint through mediation, I would ask for speeding up the investigation so we can move forward and at least discuss the issue at hand, instead of waiting for another two weeks.

Can this case be prioritised on your end, please, especially since the disputed amount is in thousands of dollars? Prolonging the dialog does not make for a good advertisement for such a high profile, highly rated casino as yourselves. Thank you.

Hello Matej,

We have sent an email to you regarding this case.

We will be waiting for your update. Thank you!

Kind regards,

Boomerang-Bet team.

I have received the e-mail and requested further information. From the looks of things, the whole case has been handled incorrectly. I would like to find a not only a reasonable result of this complaint, but also a way to prevent similar issues to arise in the future.

Dear Matej,

Thank you for your feedback.

We are currently reviewing the case internally and gathering all relevant details. Once our assessment is complete, we will provide an update.

We appreciate your understanding while this process is ongoing.

Kind regards,

Boomerang-Bet team

Dear Boomerang-Bet team, you have been reviewing the case internally and gathering the evidence for nearly two months now. I am afraid this reply is no longer feasible and I have to escalate this to the management to decide on the next steps, as the casino with safety index of 9,6 simply cannot keep prolonging the timers indefinitely with no intent of solving the problem. I will post an update after the meeting.

Dear Matej,

We hope this message finds you well.

We have responded to your previous email. Furthermore, we kindly await your update.

Thank you for your attention to this matter.

Kind regards,

Boomerang-Bet team.

I would like to thank the Boomerang-Bet team as well as Henners for the provided evidence. After carefully reviewing it, I have established the following:

• The player has accumulated high amount of winnings on sports betting
• The casino disabled the option to bet on sports and started to prolong withdrawal times, which understandably infuriated the player
• The player requested freezing of the account with only withdrawal option being left enabled
• This request has been ignored by the casino, only leaving the option of either having fully functional account to withdraw the money and then close it, or close the account instantly and void the balance
• While in talks with the VIP manager, the player continued gambling and lost all the remaining balance of over 30,000 AUD
• After reading through the WhatsApp conversation snippet (provided by the player) and e-mail communication (given by both sides), I can confirm the first time anything resembling gambling addiction issue being mentioned is from the e-mail sent on 20th May
• Casino closed the player's account 4 days later, which is in breach of their own "24 hours closure" responsible gambling policy and was already acknowledged by the casino
• Between the 21st May and 24th May, the player has made 2 deposits in total of 750 AUD, that the casino is willing to refund

Unless the player can provide some crucial piece of evidence I am not aware of, unfortunately this case will have to be rejected.

Hi all,

I’d like to respectfully clarify a few critical points in the current summary, as I believe a factual misstatement may be unintentionally influencing the outcome.

Firstly, the reference to May 20 as the date of first gambling harm disclosure appears to be a typo. All parties (including Boomerang Bet and Matej) have now acknowledged that my first documented request to freeze my account and concerns about problem gambling occurred on March 18 via WhatsApp. That evidence was submitted as a verified export with full SHA256 integrity hashes. Live chat logs have still not been provided to myself despite numerous request.

According to Boomerang Bet’s own responsible gambling policy, the account should have been closed within 24 hours of such a disclosure. This did not happen - the account remained open until March 24, which is a clear violation of that policy. The balance at the time the account should have been closed 24 hours after this has been sent to Matej directly and is directly accessible via the gaming history.

Secondly, I want to correct the assumption that most of my winnings came from sports betting. In reality, the bulk of my winnings were from casino games, as is visible in the gaming history. After my access to sports betting was restricted, I was funnelled into high-risk casino play, during a period when I had already flagged concerns about my gambling behaviour and was actively trying to withdraw.

These clarifications are not minor - they go to the heart of whether Boomerang Bet upheld its duty of care. I’ve also emailed Matej a full breakdown and remain hopeful that this case will be reassessed fairly in light of the full, corrected timeline and evidence. I await further communication directly on email.

Thanks for your time.

Hi Matej,

Just a quick note to confirm that I’ve now submitted additional WhatsApp evidence covering the period from 2nd March to 10th March. These messages further demonstrate my early attempts to raise concerns and request intervention, even before the larger gambling harm occurred.

I remain fully committed to resolving this matter amicably, but I do believe it’s in everyone’s best interest to bring this to a close this week. After everything that’s unfolded, for everyone involved, we cannot continue dragging this out any longer.

Thanks again for your continued involvement and support throughout.

Kind regards,

Luke

After double-checking the WhatsApp snippet, gaming history, messages from the player and the casino support team, and consulting my colleagues, this case will have to be eventually rejected, unless some unexpected evidence is provided to strengthen the player's claim.

While it's sad that the VIP manager did not inquire further as of why the player wanted to freeze the account, the sentence was written in the midst of an argument regarding inability to bet on sports, some and missing withdrawals. Therefore it was safe to assume reason for freezing was to start transitioning towards the account closure.

As for 24 hour closing policy - even if we were able to argue that "i am betting too much and im going to lose it all" is sufficient, according to the gaming history the player has lost all the balance within said 24 hours, therefore I don't believe there is anything to refund.

To close this case (unless further evidence from player is provided), I would recommend Boomerang-Bet to initiate the refund of 750 AUD and once the reception is confirmed by the player, this case will be rejected.

Thank you for your transparency here, Matej.

I want to make it absolutely clear that I do not consider this case closed and I do not accept the $750 refund as fair resolution.

While I appreciate the time and effort Casino Guru has put into reviewing the case, I fundamentally disagree with the rationale for rejecting the complaint — and I believe the decision fails to address the broader mishandling, delays, and duty of care breaches that occurred.

Let’s be honest: Boomerang Bet’s treatment of this issue has been unacceptable from the beginning. For three months, I was met with delays, evasiveness, and selective sharing of evidence. They claimed they deleted the WhatsApp logs — only to later suggest they could still access them. They refused to provide me with my own live chat history. They avoided direct engagement and only offered a minimal refund once the pressure mounted.

The fact that my WhatsApp messages didn’t use the exact phrase "gambling addiction" should not exempt Boomerang from its responsibility to act on clear signs of harm. Telling someone to "just bet less" — when they’ve explicitly stated they’re losing control and trying to freeze the account — is irresponsible, outdated, and deeply flawed from a harm minimisation standpoint.

Moreover, Boomerang Bet operates illegally in Australia, and their services are not licensed by any local authority. I have already taken steps to report this to:

AUSTRAC, for breaches of financial crime and anti-money laundering obligations

ACMA, for illegal provision of online gambling services in Australia

Consumer Affairs Victoria, for deceptive conduct and harm-related failures

My bank, regarding their failure to protect customers from offshore gambling platforms

Responsible gambling advocacy groups and legal representatives

Boomerang Bet is listed in Google as "Australia’s #1 sportsbook", yet has no legal right to operate here. The fact that this has not been challenged sooner is precisely why more people are being harmed.

I have tried, in good faith, to reach a fair and balanced outcome. I even proposed a $25,000 AUD settlement — far less than my full losses — as a reasonable middle ground that accounted for mutual fault. That has been ignored.

If Boomerang Bet continues to deny any wrongdoing, I will now proceed through legal and regulatory channels. I am also willing to publish my full experience publicly so others don’t fall into the same trap.

To be clear: this case is not closed, and no acceptance of any refund has been given

Sincerely,

Luke

Despite repeated attempts to communicate directly and resolve this amicably, Boomerang Bet has continued to ignore all follow-up emails — including those concerning the $750 refund recommended by Casino Guru.

I want to make it clear:

I do not accept this refund as a fair or final resolution.

The operator has failed to act in line with their stated responsible gambling obligations and continues to show disregard for basic customer communication.

I’ll now be pursuing the matter independently through external channels — including regulators and public complaints platforms — as I no longer believe this process has been respected by Boomerang.

Thank you again to the Casino Guru team for your time.

This thread is now closed from my side.

As I have already replied to several e-mails regarding the situation, and how to forward the whole issue to the Anjouan Gaming Authority via official channels. Therefore, I will not copy/paste the same things here again. Instead, I can confirm that the Boomrang-Bet support team informed me the refund request has been forwarded onto the finance team, and from my understanding they should contact you next week (commencing 07/07) regarding the payment method details. I will keep the complaint opened until the transfer has been managed, just in case.

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.

Hello All,

We have granted a final opportunity for a goodwill payment of 750 AUD to Henners. This constitutes our definitive resolution concerning this issue.

We wish to clarify that if Henners decides not to accept this proposal, we will regard the matter as concluded.

We are still waiting for Henners final decision.

Best regards,

Boomerang-Bet team.

Hello Boomerang Bet,

Thank you for your update.

To clarify once again — I do not accept the $750 as a final or fair resolution, and I have stated this repeatedly both publicly and in private communications.

Let me also address several concerning issues in how this case has been handled:

Over three months of avoidable delays with no meaningful responses from your complaints department.

Repeated failure to engage directly, despite this being a live complaint escalated via a mediation platform.

Contradictions in your own timeline — particularly regarding when I raised gambling concerns.

Acknowledgement of WhatsApp conversations when convenient (e.g. quoting my messages from March 18 and 20), but now categorically denying these messages were ever sent, or even received — which is false.

The misdirected email response to a "Mr. Rowe" (who I am not), further highlights internal errors.

You refer to the $750 as a "goodwill" gesture — yet there has been no goodwill shown. No communication. No ownership. No proactive attempt to resolve the harm caused by your failure to act on escalating signs of problem gambling, delays, and platform mismanagement.

If you consider this matter "concluded," then I consider that further proof of how seriously flawed your complaints process is. A fair resolution would acknowledge both the failure in duty of care and the breakdown in your processes, not attempt to sweep it under the rug.

Unless a genuine and fair offer is made, I will proceed with further escalation — including formal submissions to regulatory bodies, legal action, and public complaint channels.

Luke Henwood

Dear Henners,

Since you have refused the refund - which was the only reason for keeping this thread still open - I have no other option but to close this complaint as 'rejected', due to the reasons I have described both in this thread as well as in the e-mail communication. I understand this isn't a satisfactory solution to your issue at all. I am really sorry I could not be of more help on this occasion. :(

As promised before, here is the proper way to address your concern with Anjouan Gaming Authority that you would like to submit a complaint with. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page in a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. But as I have mentioned earlier, without solid evidence I don't think the authority will do much.

Last but not least, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose. Also it is recommended to have a family member or a trusted friend to set up the password for you, to ensure maximum security.

If you ever feel like the gambling is getting out of hand and would like me to find you a help centre near you - or if you hear back from the authority - you can send me a message at [email protected] at any time.

Best regards,

Matej