Booms.bet Casino - Player’s account is closed and funds are confiscated.

Dear gracefilippi1771,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account at BoomsBet Casino.

To better understand your situation, could you please provide answers to the following questions?

• What specific reasons were given for your account being blocked?
• Could you please clarify if you have ever informed the casino about your gambling problem?
• When was the last time you accessed your casino account?

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

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,

Kristina

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.

Subject: Response to Your Questions Regarding My BoomsBet Casino Account

Dear Kristina,

Thank you for your message.

Please find my answers to your questions below to help clarify the situation:

What specific reasons were given for my account being blocked?

As far as I know, I have not received a clear explanation for why my account was blocked. I would appreciate further clarification on the specific reason(s).

Have I ever informed the casino about my gambling problem?

Yes, I have previously indicated that I was experiencing gambling issues and requested support or measures regarding my account.

When was the last time I had access to my casino account?

To the best of my knowledge, I last had access to my account on 16-05-2025

Given the circumstances and the impact this situation has had on me personally and financially, I would like to kindly ask if it is possible to receive a refund of the remaining funds in my account. Additionally, I would like to inquire whether compensation is possible for the harm and distress this issue has caused me.

Or all my money back.

I hope this information assists you in investigating my complaint. I look forward to your response and to a suitable resolution.

Thank you in advance for your time and assistance.

Kind regards,

Grace

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is still not cause they still ignore me…

Could you please at least forward me your self-exclusion request or any past communication regarding this issue?

Still dont have a response of them. So no communication.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello gracefilippi1771, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Booms.bet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been blocked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Thankyou

Dear gracefilippi1771,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. 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 on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej