Boomerang Casino - L'account del giocatore rimane attivo nonostante la richiesta di autoesclusione.

This casino allowed me to open a new account even though I closed my old one due to my gambling addiction! I deposited €250 into the new account and I'm demanding this money back! Furthermore, the casino isn't closing my new account even though I've already sent three emails explaining that I have a gambling addiction!

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Hello,

Thank you very much for submitting your complaint. I am truly sorry to hear about your negative experience with Boomerang Casino.

I have reviewed the Responsible Gambling Policy of the casino and found the following:

"Self-exclusion request: You can contact the Support Service Team via email at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our website of any other accounts they may hold and to commit not to open any additional accounts. While our website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our website cannot be held responsible for any potential losses incurred on other accounts."

Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please advise on the timeline of events? When exactly did you first inform the casino about your gambling problems?
• Could you please confirm whether the casino reopened your original account, or if you registered a new one instead?
• Could you please share your communication with the casino? You can send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

Dear Christoph90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru

Dear Christoph90,

According to the evidence provided, we have decided to reopen your case.

To proceed, could you please clarify the following:

• Is your new account still open?
• Did you receive any confirmation or acknowledgment from support regarding your most recent self-exclusion request?
• Do you have any further evidence that would support your case?

Thank you in advance for your cooperation.

No my new Account is closed now after i sent them a dew requests via Live Chat to close my Account because of my gambling addiction! I had an Account in the passt that was closed because of my gambling addiction and the casino allowed me to open a new Account but the now it that i had an old Account because i was asking the Live Chat before i opend the new one! I still sent you that proof per Mail!

Dear Christoph90

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello Christoph90, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Boomerang Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.