BOOMERANG BET Casino - Se ha ignorado la autoexclusión del jugador.

Dear Casino Guru Team,

I am contacting you to file a formal complaint against Boomerang Casino, as they have committed serious irregularities regarding my self-exclusion request.

Case details:

I requested self-exclusion a month ago due to my gambling problem. Despite this, Boomerang Casino gave me the option to reopen my account by writing a text (photo attached). Evidently, I sent the text because of my gambling problem.

Once the account was reactivated, I was allowed to deposit 300 euros.

To reopen the account, they forced me to write a text that has no legal validity, but they used it as an excuse to ignore my previous request for self-exclusion.

This behavior violates basic principles of player protection, violates international gaming regulations, and puts vulnerable users at risk.

Since Casino Guru positions itself as a platform that ensures transparency and fair gaming, I request your intervention in this case and the inclusion of this complaint in your list of complaints against Boomerang Casino.

Estimado equipo de Casino Guru,

Me pongo en contacto con ustedes para presentar una queja formal contra Boomerang Casino, ya que han incurrido en graves irregularidades respecto a mi solicitud de autoexclusión.

Detalles del caso:

Solicité la autoexclusión hace un mes debido a mi problema con la ludopatía. A pesar de ello, Boomerang Casino me dio la posibilidad de reabri mi cuenta escribiendo un texto, ( fotografia adjunta). Evidentemente, envie el texto debido a mi ludopatia

Una vez reactivada la cuenta, me permitieron depositar 300 euros.

Para proceder con la reapertura de la cuenta, me obligaron a escribir un texto, el cual carece de validez legal, pero lo usaron como excusa para ignorar mi solicitud previa de autoexclusión.

Este comportamiento viola principios básicos de protección al jugador, incumple con normativas internacionales de juego y pone en riesgo a usuarios vulnerables.

Dado que Casino Guru se posiciona como una plataforma que vela por la transparencia y el juego justo, les solicito su intervención en este caso, así como la inclusión de esta queja en su lista de reclamaciones contra Boomerang Casino.

Dear Satomana,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Satomana,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Satomana. The player sent us the following message:

Hello, it's now resolved. Thanks to the Boomerang Casino support team, they refunded me the 300 euros.

Dear Satomana,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika Fritz

Casino.Guru