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As a compulsive gambler, on March 25, 2026, I sent an email to close my account and delete my newsletters. I didn't receive a response, so today I continued playing, losing over €500. I'm asking you at Casinoguru to help me close my account and possibly refund my money.

I attach the email screenshot

Essendo ludopatico in data 25 marzo 2026 ho inviato un e-mail di chiusura account con l’eliminazione delle newsletter. Non ho ricevuto nessuna risposta pertanto oggi ho continuato a giocare perdendo oltre 500€ quindi chiedo a voi di casinoguru di darmi una mano per la chiusura e un eventuale rimborso del denaro

allego screen mail

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Dear gianlucxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation.

Thank you also for providing the screenshot of your email request. I can see that you informed the casino about your gambling problem and requested account closure.

To better understand your case and assess it properly, I would like to ask you a few additional questions:

• Could you please confirm whether you received any response at all from the casino after sending this email?
• 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?
• When exactly did you continue playing and lose the €500—was it shortly after sending the email or later on?
• Has your account now been closed, or is it still active?

Additionally, I would kindly ask you to forward the original email (not just the screenshot) as an attachment to petronela.k@casino.guru, so I can verify the full details, including timestamps and content.

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,

Petronela

Could you kindly confirm whether you received a response from the casino after sending this email?

No, I have not received any concrete response from the casino after sending the email on March 25th.

Did you send the request from the email address registered and linked to your casino account?

Yes, the request was sent from the email address registered and associated with my game account.

Have you tried contacting the casino in other ways (via chat, email reminder) after receiving no response?

Yes, I contacted support via live chat, but I only received a generic response with no concrete updates on my request. (I've attached the transcript of the live chat where they told me they'd received the email.)

When exactly did you continue gambling and lose the €500? Was it shortly after sending the email or later?

I continued playing on day 31 and lost the €680 after sending the email on March 25, with no response or action from the casino.

Has your account been closed or is it still active?

My account is still active.

Furthermore, my account is still active, despite my request, and it has not yet been closed.

Considering that the casino in question enjoys a high security rating, I believe that this type of behavior is intolerable and does not meet the standards one would expect.

I find this situation unacceptable, given the nature of the request and the time that has passed without any concrete intervention from the casino.

Live chat:

Chat transcript

Boomca BotTue, 31 Mar 2026 14:48:40 CESTHello. Please choose your language by pressing the button down below.Boomca Bot14:48👉 🌍🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano🇪🇸 Español 🇫🇷 Français🇵🇹 Português 🇭🇷 Hrvatski🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština🇱🇻 Latviešu OtherGianluca C**** 14:48🇮🇹 ItalianoBoomca Bot14:48Choose an option:VIP Support Customer SupportGianluca C**** 14:48Support CustomersBoomca Bot14:48 I'm putting you in touch with a real person. 👤Gianluca C**** 14:55 Hi, I sent an email on Wednesday the 25th and haven't received a response.

Billie14:58Hello! My name is Billie. I will assist you today.

Gianluca C****2.59pm

Hi I sent an email on Wednesday 25th and have not received a response

Billie14:59Let me check it, please

Gianluca C**** 2.59pmOk

Gianluca C**** 3:02 PM Are you there?

Billie15:02Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience.

Gianluca C**** 3.03pm Ok thanks

Billie15:03Thank you for contacting customer support. If you need further assistance, please let us know. Have a nice day!

Potrebbe gentilmente confermare se ha ricevuto una risposta dal casinò dopo aver inviato questa email?

No, non ho ricevuto alcuna risposta concreta da parte del casinò dopo l’invio dell’email del 25 marzo.

Hai inviato la richiesta dall’indirizzo email registrato e collegato al tuo conto del casinò?

Sì, la richiesta è stata inviata dall’indirizzo email registrato e associato al mio account di gioco.

Hai provato a contattare il casinò in altri modi (tramite chat, email di sollecito) dopo non aver ricevuto risposta?

Sì, ho contattato il supporto tramite live chat, ma ho ricevuto solo una risposta generica senza alcun aggiornamento concreto sulla mia richiesta. ( allego a fine conversazione la trascrizione della live chat dove mi hanno riferito di aver ricevuto l’e-mail)

Quando esattamente hai continuato a giocare e hai perso i 500 €? È successo poco dopo aver inviato l’email o in un secondo momento?

Ho continuato a giocare giorno 31 e ho perso i 680 € dopo aver inviato l’email del 25 marzo, in assenza di qualsiasi risposta o intervento da parte del casinò.

Il tuo account è stato chiuso o è ancora attivo?

Il mio account risulta ancora attivo.

Inoltre, il mio account risulta tuttora attivo, nonostante la mia richiesta, e non è stata ancora effettuata la chiusura.

Considerando che il casinò in questione gode di un indice di sicurezza elevato, ritengo che un comportamento di questo tipo non sia tollerabile e non sia in linea con gli standard che ci si aspetterebbe.

Ritengo questa situazione inaccettabile, vista la natura della richiesta e il tempo trascorso senza alcun intervento concreto da parte del casinò.

Live chat :

Chat transcript

Boomca BotTue, 31 Mar 2026 14:48:40 CESTHello. Please choose your language by pressing the button down below.Boomca Bot14:48👉 🌍🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano🇪🇸 Español 🇫🇷 Français🇵🇹 Português 🇭🇷 Hrvatski🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština🇱🇻 Latviešu OtherGianluca C**** 14:48🇮🇹 ItalianoBoomca Bot14:48Scegliere un'opzione:Supporto VIP Assistenza ClientiGianluca C**** 14:48Assistenza ClientiBoomca Bot14:48Ti sto mettendo in contatto con una persona reale. 👤Gianluca C**** 14:55Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

Billie14:58Hello! My name is Billie. I will assist you today.

Gianluca C****14:59

Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

Billie14:59Let me check it, please

Gianluca C**** 14:59Ok

Gianluca C**** 15:02Ci sei?

Billie15:02Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience.

Gianluca C**** 15:03 Ok grazie

Billie15:03Thank you for contacting customer support. If you need further assistance, please let us know. Have a nice day!

After several reminders…

I just received this email:

HI!

Your account has been closed.

If you have serious gambling addiction problems, you can turn to professionals who specialize in this field: Gamblers Anonymous, GamCare, and Gambling Therapy are all organizations that help people with gambling problems.

I hope everything turns out well and I wish you a good day.

We've already forwarded your request to the relevant department and will contact you as soon as we receive a response.

Best regards,

Sean

Support Team

Dopo diversi solleciti…

Ho appena ricevuto quest’e-mail:

Ciao!

Il tuo account è stato chiuso.

Se hai seri problemi di dipendenza dal gioco d'azzardo, puoi rivolgerti a professionisti specializzati in questo campo: Giocatori Anonimi, GamCare e Gambling Therapy sono tutte organizzazioni che aiutano le persone con problemi di gioco d'azzardo.

Spero che tutto si risolva per il meglio e ti auguro una buona giornata.

Abbiamo già inoltrato la tua richiesta al dipartimento competente e ti ricontatteremo non appena riceveremo una risposta.

Cordiali saluti,

Sean

Team di supporto

Hello Gianluca,

Thank you for your message and for providing all the details regarding your case.

We understand your concerns and how important it is for such requests to be handled promptly, especially given the nature of your situation.

We can confirm that your account has been closed. Your request was received on March 25 and was processed as soon as possible.

Regarding your refund request, we would like to inform you that your case has already been escalated to the relevant department for further review. You have also been informed about this separately.

Kind regards,

Boomerang Casino Team

Hi gianlucxx,

Thank you very much for your reply and for providing the additional details.

From the email you sent on March 25th, I can see that you explicitly stated that you accept that your balance would be annulled. This suggests that you may have been aware of the possible consequences at that time.

Therefore, could you please clarify the following:

• Had you communicated with the casino before March 25th regarding account closure or self-exclusion?
• What was your account balance at the moment when you sent the email on March 25th?
• Did you make any deposits after March 25th? If yes, could you specify the amounts and dates?
• Did you continue playing using existing balance only, or were additional funds added after your request?

These details are very important for us to determine the timeline of events and assess whether the casino’s actions (or delay) had a direct impact on your subsequent losses.

Thank you.

Had you already contacted the casino before March 25th regarding account closure or self-exclusion?

No, the first contact was made on March 25th.

What was your account balance at the time the email was sent, March 25?

My account balance at the time the email was sent was approximately €0.

Did you make any payments after March 25th? If so, could you specify the amounts and dates?

Yes, I made additional payments on March 31st, as follows:

• 12:38 → €20.00

• 12:43 → €20.00

• 12:49 → €27.00

• 12:53 → €40.00

• 1.23pm → €50.00

• 1.26pm → €50.00

• 1.30pm → €50.00

• 1.33pm → €50.00

• 1.41pm → €50.00

• 1.52pm → €50.00

• 1.54pm → €100.00

• 2.00pm → €100.00

• 2.20pm → €80.00

For a total of €687.00

Did you continue playing using only your existing balance, or were additional funds added after your request?

Following my request on March 25th, additional funds were added via the above deposits made on March 31st.

I remain available for any further clarifications.

Avevi già contattato il casinò prima del 25 marzo in merito alla chiusura del conto o all’autoesclusione?

No, il primo contatto è stato effettuato in data 25 marzo.

Qual era il saldo del tuo conto al momento dell’invio dell’email, il 25 marzo?

Il saldo del conto al momento dell’invio dell’email era pari a circa 0 €.

Hai effettuato dei versamenti dopo il 25 marzo? In caso affermativo, potresti specificare gli importi e le date?

Sì, ho effettuato ulteriori versamenti in data 31 marzo, come segue:

• 12:38 → 20,00 €

• 12:43 → 20,00 €

• 12:49 → 27,00 €

• 12:53 → 40,00 €

• 13:23 → 50,00 €

• 13:26 → 50,00 €

• 13:30 → 50,00 €

• 13:33 → 50,00 €

• 13:41 → 50,00 €

• 13:52 → 50,00 €

• 13:54 → 100,00 €

• 14:00 → 100,00 €

• 14:20 → 80,00 €

Per un totale complessivo di 687,00 €

Hai continuato a giocare utilizzando solo il saldo esistente, oppure sono stati aggiunti fondi extra dopo la tua richiesta?

Dopo la mia richiesta del 25 marzo, sono stati aggiunti fondi extra tramite i depositi sopra indicati effettuati il 31 marzo.

Resto a disposizione per eventuali ulteriori chiarimenti.

Hi gianlucxx,

Thank you very much for your detailed explanation and for providing the full timeline.

First of all, I’m very sorry to hear about your situation and the losses you experienced.

After carefully reviewing all the information, I would like to clarify how we assess cases like this.

Based on the timeline:

• 25.03.2026 – you sent the email requesting account closure due to gambling problems
• 31.03.2026 – you continued playing and lost €687
• 31.03.2026 – you contacted live chat and the casino acknowledged your request ("in processing")
• 02.04.2026 – your account was closed

From our perspective, the key moment is when the casino can be proven to have acknowledged your request. In your case, this happened on 31.03.2026 via live chat.

While you did send the initial email on 25.03., there is unfortunately no clear evidence that the casino registered or acknowledged it before 31.03. As a result, we can only reasonably pursue potential refunds from the moment the request was acknowledged, not from the moment it was first sent.

We always strongly advise players to:

• send multiple follow-ups, and/or
• obtain confirmation via live chat as soon as possible

precisely to avoid situations where an email may go unnoticed.

Unfortunately, in your case, the first email appears to have been missed, and the casino only formally acknowledged your request on 31.03.

Given that the losses (€687) occurred before the casino acknowledged your request, and the account was closed shortly after acknowledgment (on 02.04.), we must conclude that, from our point of view, you are not entitled to a refund in this case.

I understand this is not the outcome you were hoping for, and I’m truly sorry we cannot bring more positive news.

Is there anything else we could assist you with?

It's incorrect to say the first email was lost. On March 31, live chat support officially confirmed that my March 25 request was already being processed, stating: "Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience."

This proves that the communication was never lost. I believe such a delay in processing a closure request is neither normal nor acceptable for a site that boasts high security standards. This delay allowed the account to remain active, causing me to lose €680 on March 31st, which should have been avoided.

Non è corretto affermare che la prima email sia andata persa. Il 31 marzo, l'assistenza in live chat ha confermato ufficialmente che la mia richiesta del 25 marzo era già in fase di gestione, dichiarando: "Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience."

Questo prova che la comunicazione non è mai andata smarrita. Ritengo che un simile ritardo nell'elaborazione di una richiesta di chiusura non sia normale né accettabile per un sito che vanta elevati standard di sicurezza. Tale ritardo ha permesso che l'account rimanesse attivo, causandomi una perdita di 680 € il 31 marzo che si sarebbe dovuta evitare.

The delay in closing (which only occurred on April 2nd) is unacceptable for the following reasons:

• Compliance with procedure: I have acted in full compliance with your internal guidelines by forwarding the request through the channel established by you.

• International Standards: Responsible Gaming regulations require operators to act promptly (usually within 24 hours). An 8-day wait is contrary to any player protection protocol.

• Casino Liability: This negligence allowed my account to remain operational despite my express wishes to the contrary, causing me a loss of €680 on March 31st which should have been avoided with timely intervention.

In light of the above, I hold the casino responsible for the late handling of the matter and for the failure to protect my position as a player.

Il ritardo nella chiusura (avvenuta solo il 2 aprile) è inaccettabile per i seguenti motivi:

• Conformità alla procedura: Ho agito nel pieno rispetto delle vostre linee guida interne, inoltrando la richiesta tramite il canale da voi stabilito.

• Standard Internazionali: Le normative sul Gioco Responsabile impongono agli operatori di agire tempestivamente (solitamente entro 24 ore). Un’attesa di 8 giorni è contraria a qualsiasi protocollo di protezione del giocatore.

• Responsabilità del Casinò: Questa negligenza ha permesso che il mio account rimanesse operativo nonostante la mia esplicita volontà contraria, causandomi una perdita di 680 € il 31 marzo che si sarebbe dovuta evitare con un intervento puntuale.

Alla luce di quanto sopra, ritengo il casinò responsabile della gestione tardiva della pratica e della mancata tutela della mia posizione di giocatore.

I'd like to emphasize a fundamental logical point: if the March 25th email had actually been "lost" or never received, the live chat operator would not have found anything in the systems on March 31st. In that case, he would have told me he'd never received my message and asked me to resend it.

On the contrary, by explicitly stating that the request was "currently being processed," support confirmed that the email was already present and registered in their database before I contacted them via chat. You can't "process" something that was never received. This proves that the delay was solely due to the casino's slow operation and not a communication breakdown.

Desidero sottolineare un punto logico fondamentale: se l'email del 25 marzo fosse stata realmente "persa" o mai ricevuta, l'operatore della live chat il 31 marzo non avrebbe trovato nulla nei sistemi. In quel caso, mi avrebbe riferito di non aver mai ricevuto la mia comunicazione e mi avrebbe chiesto di inviarla nuovamente.

Al contrario, affermando esplicitamente che la richiesta era "currently being processed" (attualmente in fase di elaborazione), l'assistenza ha confermato che l'email era già presente e registrata nei loro database prima del mio contatto in chat. Non si può "elaborare" qualcosa che non è mai stato ricevuto. Questo dimostra che il ritardo è dovuto esclusivamente a una lentezza operativa del casinò e non a uno smarrimento della comunicazione

Hi gianlucxx,

Thank you for your detailed explanation and for providing the additional live chat transcript.

First, I would like to clarify one point — when I mentioned that the email may have been "lost," I did not mean that it was not delivered to the casino at all. Rather, I meant that it appears to have gone unnoticed or unprocessed on their side until your follow-up via live chat on March 31st.

You are right in pointing out that if the casino claims to have an overload of emails, advising you to send another one may seem counterproductive.

However, from our point of view, in situations like this, we always recommend that players use multiple communication channels (email, live chat, follow-ups) to ensure that their request is clearly acknowledged by the casino as soon as possible.

In your case, while you sent the initial email on March 25th, the first clear and verifiable acknowledgment of your request occurred on March 31st via live chat, when the support agent confirmed that your request was "being processed." This is the key moment we must rely on when assessing the case.

I understand your argument that the delay was due to internal processing, and I fully understand your frustration, especially considering the responsible gambling aspect of your request. However, for mediation purposes, we must base our assessment on when the request was demonstrably acknowledged and acted upon.

I understand that this situation is not ideal, and I truly sympathize with your experience. However, in this case, we are not in a position to assist further or pursue a refund.

I’m very sorry we cannot bring you a more positive outcome.

Best regards,

Petronela

Casino.Guru