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

They not closing my account despite mentioning that I have a gambling problem. I emailed them 1 week ago and still my account is open.

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Dear soccer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail 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.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello,

Thank you for your message and for bringing this to our attention.

We’re sorry to hear about your experience and understand how important it is to have your request handled promptly, especially in this situation.

We can confirm that your accounts have now been closed following your request.

A confirmation has also been sent to your email address. If you need any further assistance or have additional requests, please feel free to reach out to our support team.

We wish you all the best moving forward.

Kind regards,

Boomerang Casino Team

Dear Boomerang Casino,

Thank you for the update.

Dear soccer, could you please confirm whether your account has been fully closed? Additionally, were any deposits made into the account after you submitted your self-exclusion request?

Alternatively, please let me know if we can close this complaint as resolved.

Thank you in advance for your response.

Best regards,

Attila

Hi,

Yes my account has been closed now. Yes I made couple of deposits in this casino account after submitting complaint for self exclusion.

Thanks

[Redacted]

Dear Player,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Additionally, could you please advise when exactly did the casino close your account?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear soccer,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous response?

Thank you very much in advance for your reply.

Hi, please see the screenshot of the bank account, which shows a deposit made at the casino.

Thanks

[Redacted]

Hello Attila, hello Sahib,

Thank you for the update and for providing the screenshot.

We have reviewed the case and can confirm that one deposit of 30cad was made on March 29, after the closure request submitted on March 25 and before the account was closed on April 2.

We kindly ask the player to submit a refund request to our support team and provide the necessary payment details for verification. Thank you

Kind regards,

Boomerang Casino Team

Your support team does not support player. I will provide you my bank details here. Is that okay ?

Dear player, thank you for your response. Do you have any updates for us? Have you managed to submit the information requested by the casino?

I look forward to your reply.

Yes, I did. Just few minutes ago.

Dear soccer,

Thank you for the update.

We sincerely apologize for any possible delays in communication from our support team. At the same time, we are glad to see that the process is now moving forward and that the refund request has been successfully submitted.

We hope that everything will be resolved shortly and that this case has helped move the situation toward a positive outcome.

Kind regards,

Boomerang Casino Team

Dear all, thank you for your replies.

Dear Player, do you have any updates for us? Have you received the refund?

I look forward to your response.

No, I have not received the refund yet.

Dear Boomerang Casino Team,

Do you have any updates for us in relation to the refund process? Could you please inform us of the expected timeline for when the player can anticipate receiving the funds?

Thank you in advance for your response.

Dear soccer,

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.

Hi Attila

I have not received any refund yet.

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, Martin ([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,

Attila

Hello soccer,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Just to clarify, are you content with a refund of 30 CAD?

I would also like to re-establish communication with the Boomerang Casino representative.

Dear casino representative,

could you please check the case and explain the matter to us? Has the refund been processed from your side? Alternatively, are you able to provide me with the player's full deposit history at [email protected]?

Thank you in advance for providing us with your view of the issue.

Dear soccer,

We have checked with our support team and, at this stage, we have not been able to locate a refund request associated with your account. Could you please confirm when and how the request was submitted so that we can investigate this further?

Thank you for your cooperation.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for your response. Could you please clarify how should the player ask for a refund? Is a message to support, with his payment details attached, sufficient? If not, please let us know how to proceed.

Hi Martin

Please see attached the email I sent for refund request.

Thanks

Dear soccer,

Thank you for providing the screenshot.

We have forwarded the information to the relevant department and are currently awaiting an update.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for the update, please let us know once the funds are processed on your side.