Boomerang Refund Request

Good morning everyone.

Due to gambling problems, months ago, I asked Boomerang Casino to close the account I had with this email address.

It was explicitly written that it was for gambling addiction.

I had received confirmation of the closure.

After a few weeks I tried logging in again and magically I was able to log in without any problems and started depositing significant amounts again.

Until yesterday when I couldn't take it anymore, reaching extremely high levels of frustration and after playing over and over again.

I wrote back asking for the account to be closed and then I wrote via Telegram to my VIP contact who first offered me bonuses and then closed the account.

This time it's really been a while since I can't access it (I just tried again and I can confirm it).

I then sent an email explaining the situation and requesting a refund of the sums paid.

They replied that they had escalated the matter to the relevant department.

Now, the problem is that I no longer have that email, at the time I had deleted it out of anger and shame, so I at least miss that support.

That said, the only thing I managed to get down before the closure was the view of the open account as well as the refund request email sent

I am aware of my guilt and I certainly do not hide it, but I had made a request that was not fulfilled.

I wrote again this morning, again to the pseudo VIP support, to see when they will answer me and they told me to wait because they will do it as soon as possible.

Now, I hope you can help me. We're talking, roughly, about €5,000-€6,000 in a few months. I'm not saying everything, but even half would be great.

Thank you so much for your support

Good day, and thank you for sharing all of this with us. I am really sorry that you have been going through such a difficult situation. I can understand why you feel frustrated, especially when you had already asked the casino to close your account because of your gambling problems and believed that this had been done.

What you describe is certainly something that could be worth looking into. The important part would be establishing exactly what you told the casino, when you asked for the closure, how the casino responded, and what happened afterwards when you were able to access the account and deposit again.

I understand that you deleted the original email out of anger and shame. Unfortunately, this may make the situation more difficult to prove, especially if the casino does not cooperate. The screenshots you still have are useful, but they may not be enough on their own to establish what was said in the original request and what the casino confirmed to you.

If you still have other evidence of the original request or the casino's confirmation, for example screenshots, Telegram messages, account history, or anything else showing that you had explicitly mentioned gambling problems and asked for the account to be closed, please keep it and include it with your complaint.

You are welcome to submit a complaint to us, and we can then see whether there is enough information for us to investigate the situation with the casino. I just want to be careful not to promise you that a refund will be possible. That will depend on the evidence available, the exact circumstances and, importantly, how the casino responds to the complaint.

I also understand why you are mentioning that you accept your own responsibility for the gambling. However, if you really did ask the casino to close your account specifically because of gambling addiction and they confirmed the closure, that is a separate part of the situation which can still be looked at.

So if you have any further evidence of that original request or confirmation, I would definitely keep it. And if you decide to submit a complaint, please provide everything you still have so we can see what can be established: https://casino.guru/complaints/create 👈

Hi Radka, thanks for the reply. The link doesn't open; it says "forbidden."

Hi, okey, how about an Italian mirror page? https://casinoguru-it.com/reclami/invia

Usualy those blocks are not our end, to be honest... I hope this one will work.

Sent almost everything. I couldn't attach screenshots, due to the maximum number of files, of the account still open yesterday morning with my details.

Thank you so much for your help

Danilo

Good morning.

Small update: since they still haven't responded to my email from August 27, I reported it to the famous Telegram VIP support, who made me understand that they hadn't understood my request for a refund of the transactions in the slightest.

I wrote demanding a response as soon as possible, otherwise I would have taken action in the appropriate places.

I don't know if you've seen anything related to my case before.

A thousand thanks

Danilo

Hello, this is not the place where I see all the attachments in the complaint, I'm afraid; those are two different features. Instead, please let the mediator assess all you already provided and get back to you when the time comes—through the complaint.

You did well by submitting the complaint with all those screenshots. Now a little bit of patience is required. 🙏

I was just wondering.

A thousand thanks!

Danilo

Hey, no problem at all.

Just please make sure to answer all Tomas questions and give him all the context so he can understand the situation the best way possible.

Of course, Radka.

That's what I did, trying to be as accurate as possible.

Thanks again!

I get it, my bad. You obviously know what you're doing.

If you perhaps need me eventually here on the forum, don't hesitate to let me know. I'm not Tomas, but I am here for the community. 😉

Hi Radka. I posted an update yesterday at 1:52 PM in the complaint post, but it still has to be approved. So I don't know if they're following up on the case or not.

A thousand thanks

Danilo

Good morning, Radka.

I wrote in the complaint post and sent update emails but I see neither approval of my posts nor replies to the emails.

I hope everything is ok

Thank you

Danilo

You did the right thing. Your posts in the complaint will be approved as soon as Tomas gets to them and has a chance to review them.🙂

Hi, Jaroslav. Thanks for your reply. The problem is that I wrote the first message three days ago, and it still hasn't been approved. I've sent emails, etc., but I'm not getting any response despite the very important updates.

That’s most likely because Tomas simply hasn’t had a chance to get to it yet.

In the top-right corner of your complaint, you can see a timer showing how much time each side has to respond. That’s generally the best thing to follow when you’re waiting for the next update.