BOOMERANG BET Casino - La solicitud de cierre de cuenta del jugador es ignorada.

After many attempts to close my account, since this was the last casino I had left to close because I'm trying to quit gambling as I believe I have a gambling problem, all they did was not respond and silence me with insignificant bonuses.

Después de muchos intentos de cierre de cuenta ya que este ere el último casino que me quedaba por cerrar porque estoy tratando de dejar el juego porque considero que tengo problemas con las apuestas, lo único que hicieron fue no responder y cerrarme la boca con bonos insignificantes

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Dear josemanuelmartinez,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

• "Self-exclusion request: You can contact the Support Service Team via e-mail at cs@boomerang-bet.com, 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."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

I did it several times and in the chat they sent me the email to contact the support, the support put me in contact with my VIP agent and then my VIP agent did not respond to me, which caused me losses worth more than 3,000 CHF, and I always mentioned my problems with the game that I wanted to remedy it and stop playing but they ignored my request.

Si lo hice varias veces y en el chat me enviaron al email para contactar al doporte, el soporte me puso en contacto con mi agente vip y después mi agente vip no me respondió, lo que me ocasionó pérdidas por valor de más de 3.000 chf, y siempre nombré mis problemas con el juego que quería remediarlo y parar de jugar pero omitieron mi petición.

Dear josemanuelmartinez,

Thank you very much for your clarification.

Could you please forward us the self-exclusion requests you sent to the casino, particularly the messages in which you clearly informed the casino that you wished to stop gambling due to a gambling problem?

Please also include any relevant communication with the casino's Support Team and your VIP agent regarding your requests, including their responses, if any.

You can forward the communication and supporting evidence to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

I've sent the test emails, Karla, thank you for your help.

Eh enviado los email de pruebas karla, gracias por su ayuda

Dear josemanuelmartinez,

Thank you for letting me know.

Unfortunately, I have not been able to locate the email containing the evidence you sent.

Could you please let me know the email address from which you sent the documents so I can try to locate your message? Alternatively, you can resend the evidence to karla.m@casino.guru.

Thank you very much for your cooperation.

Karla M.

I'll be as brief and direct as possible. The processing time for this complaint seems excessive; it's almost two weeks just to confirm you received the emails. Hopefully, you'll get your act together and respond soon. Thank you, and have a good day.

Seré Lo mas breve y directo posible, me está pareciendo excesivo el tiempo de tratamiento de esta queja, que se vayan a cumplir dos semanas solo para confirmar que habéis recibido los emails, haber si espabilamos y dais respuesta ya, gracias que tengáis buen día

Dear josemanuelmartinez,

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 L., (matej.l@casino.guru). 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,

Karla Mayfly

Hello josemanuelmartinez, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of BOOMERANG BET Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear all,

Thank you for your patience.

We have reviewed the information regarding this case and would like to provide some clarification.

When the player initially contacted our Support Team regarding account closure, on 15/08/2026, no gambling-related concerns were mentioned. During this communication, the player was offered a bonus, which was accepted.

The following day, the player contacted us again and, for the first time, referred to gambling-related problems. The player also contacted us via email on the same day, where these concerns were communicated. The case was then referred to the VIP team, and the account was closed the following day, on 17/08/2026.

We hope this helps clarify the timeline of events. Should any additional information be required for the review, we will be happy to provide further clarification where possible.

Kind regards,

BOOMERANG BET Casino Team

This guy is a liar.

este tio es un mentiroso

I repeat, they are lying and I had already requested the closure via chat several times. They assigned me a VIP manager and then disappeared until the next day, and they didn't close it until the 17th.

I've calculated the losses at 3180 CHF, and he should stop lying already.

Repito miente y ya había pedido el cierre por chat varias veces, me asignaron un gestor vip y después desaparecieron hasta el día siguiente y hasta el 17 no la cerraron

3180 CHF son las pérdidas que eh calculado, y que deje de mentir ya

Dear BOOMERANG BET Casino, from the evidence provided by the player, the message from 15th August states the following:

I hereby request self-exclusion from your casino because I am experiencing serious gambling problems and cannot control myself. I decided to close all my online casino accounts and have also blocked online payments.

I repeat that I am requesting self-exclusion due to gambling problems. I am addicted to gambling and ask you to close my account immediately. If you do not do so and I continue gambling, I promise that I will contact Guru Casino and every other available channel to file complaints against you.

Thank you for your attention.

Not only the account has not been closed, the support agent has put an unnecessary hurdle to prevent self-exclusion by requesting the player to contact the VIP manager. In cases of self-exclusion, time is of the essence, so the support team should have either started the self-exclusion process themselves, or inform the VIP immediately.

I would like to ask you for confirmation that the player's account has been closed and marked as "gambling addict" with no option for reopening. I would also like to ask for confirmation that all marketing communication towards this player has been disabled, and lastly, if you can e-mail me (matej.l@casino.guru) player's cashier history showing both deposits and withdrawals between 15th August 2026 until the account closure, for internal review, that would be very helpful. Any evidence supporting your claim or sensitive information can be e-mailed to me directly, nothing will be shared or forwarded, and will be used for internal investigation only. Thank you for your time and cooperation.