Boom Casino - El depósito del jugador no ha sido reembolsado a pesar de la autoexclusión.

I have had a gambling ban at Simple Casino, which is a sister casino of Boom Casino. I was banned from Simple Casino due to gambling addiction, yet I was able to deposit 115€ at Boom Casino. Boom Casino refuses to refund the money. My Boom account was closed on 2020-07-02 and I have no information as to when my Simple Casino account was closed, but it was surely before the Boom Casino account was opened. Their response is that they do not have to refund the money.

Minulla on ollut Simple casinolle pelikielto joka on Boom casinon sisarcasino. Simple casinolle on ollut pelikielto peliriippuvuuden vuoksi ja silti olen saanut tallettaa Boom casinolle 115€. Boom casino ei suostu palauttamaan rahoja. Boom tili suljettu 2020-07-02, ei tietoa milloin Simple casino mutta kuitenkin suljettu ennenkuin Boom casino tili on avattu. Heidän vastaus on että heidän ei tarvitse palauttaa rahoja.

Dear Imjjj,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Are you able to access your Boom Casino account? When was the last time you logged into your account?

When exactly did you make the deposit of 115€ at Boom Casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have deposited on 8 November and 8 October 2020. Banned on 2020-07-02

8.11 ja 8.10.2020 olen tallettanut. 2020-07-02 tullut pelikielto

I apologize, Imjjj, but we regret to inform you that we cannot assist you with your request. As it has been more than three years since the initial request was made, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.