Boomerang-Bet Casino - general discussion (page 6)

Hmm, okay, whatever you say.

But then it's quite funny that you have to ask us on this forum what casino license they have and so on, when we protect them.

I could also say that you have no reason to take any information from us and that you don't have to ask on our forum.

It's probably equivalent to what you wrote. 

Have a good weekend. 🙂

I'm asking because they change their license or use some other valid one, as you already know.

I didn't know the forum was yours, sorry boss

It's not so much about that as it is about the point. 😉

And what do you think of these points?

Did I clearly mention my gambling problems? Because they say I didn't.

Some of it may be visible there, but this email conversation is a bit unclear, with some emails that are complete and therefore what you wrote, what the casino replied, and so on. In one screenshot, I feel like I can see two conversations and only part of one. It would be good to see everything.

Perhaps we could try to help you if you requested to close your account because you have a gambling problem and the casino did so, but then reopened your account and you lost money.

That's why I've hired a lawyer, because the casino says I didn't disclose my gambling problems.

I understand that, I just gave you the suggestion because I often recommend to players that they try filing a complaint with us. If it is justified and our team decides that it is on your side, then we try to resolve the situation with the casino. If that doesn't work, then a license or a lawyer, if you're interested. I know that's money you have to spend on it, which is why I recommend a complaint in the first place.

I know, I've read quite a bit about how you handle complaints, and in this case I know you'd be on my side. From the moment I reported my gambling problems, I shouldn't have the option to deposit any more, and the casino would probably end up refunding part of it. But you won't lower its rating, and no one will sanction it. So I'd rather not get my money back, or have a lawyer take their commission, in exchange for a hefty fine being levied against this casino or its NovaForge group.

Look, I'll show you more emails

The first time, after 50 emails, my account was permanently closed, as you can see.

In another email, you can see how the VIP agent says that I haven't mentioned my gambling problems.

Then it's a shame you didn't file a complaint if you think we would be on your side. The important thing in these cases is always how you ask to be self-excluded. Also, closing your account and self-exclusion are not the same thing. However, if you express gambling addiction or problems, the casino should always deal with such matters as soon as possible. It is possible that you could still make deposits for a while, if they were to resolve it in two or three days, for example, but it certainly shouldn't take long, and if you have reported problems, they should not leave your account open. Also we are counting the time from when you did the request or mentioned gambling problems

As for the rating, it goes down if the complaint is unresolved. So if the casino didn't want to resolve it with us or didn't address it as we communicated with them and as would be fair. If, on the other hand, they tried to resolve the situation, admitted their mistake, and so on (perhaps there would be a refund and so on), then the rating would not go down. 

In any case, it is also important for us how often the casino does this. If we find, for example, a group or a casino that has this problem often, we don't turn a blind eye to it. Not every process can be done immediately, but when we gather enough information and player experience, we discuss such matters with the casino when necessary. Based on whether or not the problem is corrected, the safety index may be lowered even without a specific complaint, if there are several complaints over a certain period of time.

I understand what you're saying. Also, according to their chat, when someone mentions addiction, they have to close their account immediately. In my case, after the second warning, it was 8 days (I deposited about €25,000 during those days).

Whether or not there is a refund, their rating should still go down, because they are acting in bad faith, which is why I don't think your way of processing complaints is fair.

The damage is already done, but if they admit their mistake, nothing happens... it's not fair.

I think that's a long time. Of course, if you're still interested, you can open a complaint with us. 

As far as our process is concerned, we always try to improve what we can. However, some things are simply not feasible as players would like them to be, and they are also difficult for us to resolve.

There will always be someone who doesn't like our approach. We try to stick to what has proven to be most effective for us and also players.

Thank you, but as I said, I prefer to take this matter through legal channels, to go after your payment processors since they are registered in Europe.

I have notified the casino many times and they refuse to cooperate.

It would be good if you read this thread, because I think your email is being controlled by bots.

Sure, if that's how you see it, then I wish you the best of luck in resolving the issue.

If you have any news in the future, feel free to let me know if you're interested. 

What do you mean about this thread? That there are some players here who praise the casino? I don't know if it's just a bad translation, but no email should be checked by bots. The only way I can explain it is that you think there are a lot of players here who say positive things about the casino, which you think are bots.

I mean, it would be good if a casino representative were in the thread and explained things, because when you contact the casino by email, it's always bots who reply.

That would be great, but the casino doesn't respond on the forum. However, it does respond to complaints when necessary, which is why I said it would be appropriate to file a complaint, since they have only one unresolved complaint out of quite a lot.