Play Boom Casino - Player’s attempts to self-exclude himself have been overlooked.

Dear Casinoguru,

In the following complaint i would like to submit a case at Playboom.com

I've recently sent an e-mail though casino that i'm a problem gambler and had put several times (10 times) a self-exclusion to avoid playing my winnings / gambling more.

The moment when you close your account you're able to sent them an e-mail to reopen your account with the following questions:

1.) What is your date of birth?

2.) What is your first and last name?

3.) What was the last game you played (or) the last withdrawal and deposit you made? 

Sorry to ask you some personal questions. But we want to make sure that this is fun and that gambling is not a burden for you in the long run.

 1) Do you sometimes try to chase your losses?

2.) Do you sometimes feel that gambling affects your work, family or social life or other tasks?

At this moment i can understand they're opening the account again.

But after closing 10 times my account (permanentely) by self exclusion tool they keep on reopening the account.

I've noted in a clearly e-mail that they shouldn't open my account due my gambling problem and the agent Hans confirmed this while sending the following e-mail:

Thank you for contacting us.

We understand that you would like to re-open your account. Upon checking, we see that you mentioned in the previous email that you have a gambling problem and are not to re-open upon your request. Also, we see that you have been closing the account and re-opening it frequently.

In Playboom our players well being is the top priority. Hence, we request you please take a longer break and get back to us for reopening the account.

Best regards,

Hans

Playboom Support

A few hours later i've received an e-mail of another agent that my account got reopened and this ended up in a total lost of 1200,-.

I would like to ask Casino.guru to help with this complaint since the casino doesn't want to refund the money.

Thank you in advance

Dear Trustworthje,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

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

Hi Petronela,

The confirm message was sent by livechat e-mail so i don't have a transcreipt of it.

@Playboom should have this one.

In the e-mail was stated that in no circumstanced the account should be reopened at all due a gambling problem.

After trying to sent another e-mail to reopen the account Hans said the following:

We understand that you would like to re-open your account. Upon checking, we see that you mentioned in the previous email that you have a gambling problem and are not to re-open upon your request. Also, we see that you have been closing the account and re-opening it frequently.

A few hours later another agent reopened my account.

Thank you, Trustworthje, for your email. Could you please advise if your account is still accessible and forward your cashier history to petronela.k@casino.guru?

Hi,

sadly not accesible anymore, after filling out the complaint to the management they closed the account.

But they don't want to refund the money.

Thank you very much, Trustworthje, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Trustworthje,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Trustworthje,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru