Play Boom Casino - The player's self exclusion failed.

Hello Casino Guru team,

In July 2020 I requested a permanent self-exclusion on Boom Casino and wanted this to be applied on all brands related to this casino too as I wanted to quit gambling back then. I got a confirmation from the casino and it was all confirmed.

Yesterday I got an ad from PlayBoom which was an exact look a like of Boom Casino and is related to the casino Boom Casino. I ended up in a total loss of €1750,- and after realizing what happened I reached out to the casino for my complaint (Note Boom Casino confirmed on the chat that Play Boom is a sister casino from Boom Casino) as I felt duped by them as the protection tool I wanted to use have failed clearly.

In the Live chat of Play Boom I explained the whole situation and that I would like to be refunded as this is a clear failure from the casino. I also informed them about my addiction being triggered and they failed on the protection, they would sort this out and I expected the casino to immediately close my account as they were aware of my problems and situation.

But the opposite was true as I was able to play today again losing a total amount of €1500 which was after my discussion with the casino about the earlier amount of €1750. This does result in a total loss of €3250, which would ve all been avoided if the Permanent Self Exclusion was executed correctly.

And while the owner might be different (as they hold different casino licenses) both websites are identical and Boom Casino did confirm that it is their sister casino, meaning that they failed in my self exclusion request.

Dear Yousst,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Play Boom Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Play Boom Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

Hello Nick,

I fully understand that it wont happen automatically, but if you ask the casino explicitly to do such thing, and then they confirm your account closure without saying that they are unable to set a exclusion on all brands/sister casinos related to them, I may believe that everything has been sorted out and executed correctly.

I also would like to point out that when I spoke with the casino a few days ago on the Live Chat they literally confirmed how it should work if you made such request which confirms that they are able to set it up. And they even confirmed up twice that they are related to each other, which leave no doubt about a relation between the two brands.

And even if they are really unable to do such thing I should've been informed correctly in the first place to take care of it myself right? As this did not happen.

And also after I had addressed my complaint after losing a part of the funds (€1750,-) you would say that the casino is now fully aware of my situation and would block my account immediately to prevent further harm. Unfortunately, this did not happen resulting in me losing another €1500 the day after as my account did not get closed while I had addressed my issues and problems regarding gambling the day before.

Hi Nick,

Update from my side.

After having a discussion with the casino about the situation and circumstances they confirmed that I will get a full refund of the deposits I made. Once received this case can be closed as resolved.

Thank you Yousst for the great news. Please keep us updated and let us know when the refund arrives.

Hi Nick,

Funds have been received and this case can be closed as resolved!

Thank you Yousst for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick