Play Boom Casino - The player's requesting a refund.

this is what happend: on 19 march i deposited 100€ and played after a win i lost it all so i sent them an email to close my acount .in the terms state that it wil take 48 to be settled .today on 25 march i was able to deposit again 200€ note they charged me for 300€ 30€ fees ,iso i won and lost it again .i contacted the casino why they did not honor my request they replayed that they never recieved the email wich is total bs .the email was in my sent items .they ofcourse noticed my big bets and try to keep me as customer .the casino is not responsible at all .i am requesting my deposits 330€ including fees to be refunded .i should not be allowed to play after one week acount closer request .now i know to stay away from costa rica .all vulters hiding there and prey on gambling addicts .it is a shame thse people are among us taking every opertunity to grab free money .criminals at its best .now writing my acount is still open they hope i will deposit again lol .i can send you the emails if you acuire.

Hello sardapoor1963,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Play Boom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward the exact same request you sent to the casino to nikolas.b@casino.guru? Where exactly did you send the e-mail and what was it's content? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hi ,Nick it is on its way .

Hello sardapoor1963,

Do you mean the e-mail or the refund from the casino, can you please clarify?

hi Nick,it is the email i have sent in to you .you recieved it?

Hello sardapoor1963,

I've gone through your e-mails but I did not find any self-exclusion request in any of them. Can you please specify where can I find it?

i have send you the relevant email Nick.

Hello sardapoor1963,

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

hi,closing acount or selexclusion is not relevant here .my point is the acount would be closed in both ways and i would not be able to deposit after .if i would request to open it and deposit i would not complain .in my country i sent an email to a casino to close my acount exact the same request .after one week i logged in an deposited 430€ and lost it .next day i recieved an email stating that they missed my email and apologized and they refunded my deposits in 2 days and it was not an selfexclusion just closing acount .playboom should have close my acount they have no right for the deposits i did after that ..

Hello sardapoor1963,

It's unfortunately not relevant at all what did you experience in other casinos. If they did refund your money, it was their good-will and decision not because they were obligate to.

We can't force the casino to refund the money as you were not eligible for it. If you would have request a self-exclusion we might be able to intervene but in this case, our hands are completely tied.

The complaint will be now closed as we do not see any reason why should the casino refund any balance.

Best regards,

Nick