Boomerang Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

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 support@boomerang-casino.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."

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 petra.h@casino.guru, 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 (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,

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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for your message.

We can confirm that the player requested account closure on March 21, and the account was closed on March 27 in line with responsible gaming procedures.

The refund request was reviewed and declined on March 30. In accordance with our Terms and Conditions, refunds cannot be issued once deposited funds have been used for gameplay.

We also confirm that the newly created account has been closed and appropriate measures have been applied.

Based on the above, we believe the case has been handled in line with our policies and the main request has been fulfilled.

Kind regards,

Boomerang Casino Team

Despite my gambling addiction, they allowed me to open a new account, and they knew I already had an account because I asked in the live chat before opening my new one!

Sie haben mir trotz meiner Spielsucht erlaubt ein neues Konto zu eröffnen und sie wussten bescheid dass ich ein Konto hatte da ich bevor ich mein neues Konto eröffnete den Live Chat gefragt habe!

Thank you for joining the conversation, Boomerang Casino, much appreciated.

Could you please confirm whether the player had his original accoutn closed due to gambling addiction, and the account this complaint is about, is his secondary?

Dear Christoph90, while waiting for the casino to respond, I will need you to forward me (matej.l@casino.guru) the following:

• your e-mail to casino asking them to close your first account due to gambling addiction
• confirmation from the casino about your first account being closed due to gambling addiction
• your e-mail to casino asking them to close your second account due to gambling addiction
• confirmation from the casino about your second account being closed due to gambling addiction

Thank you.

You can see from the casino's actions that they don't take player protection very seriously! I told the live chat several times that I'm a gambling addict, and my account still remained open! I sent my email to close my account on March 21, 2026, and it took six days!!!! for the account to be closed! As soon as a player comes forward and reveals their gambling addiction, the account should be closed immediately, not six days later!!!

Hello Matej, hello Christoph,

Thank you for your messages.

We understand the concerns regarding this situation and would like to provide clarification from our side.

The player’s original account was closed following the request submitted on March 21, with the closure completed on March 27 in line with our responsible gaming procedures.

Regarding the claim about opening a new account, we have conducted additional checks and, based on the available data (including IP and account information), we were unable to identify any additional accounts linked to the player after the self-exclusion request was made.

We understand how sensitive this matter is and remain open to reviewing any further evidence the player may wish to provide.

Kind regards,

Boomerang Casino Team

Dear Boomerang Casino, 6 days to apply self-exlusion is outside of what Casino Guru considers reasonable amount of time. If any balance has been voided upon acount closure, or any further deposits were made after this time, I will have to review the cashier history to see if we will request a refund, or not. However, I will first need inforamtion from the player, so I can start working on a proper timeline of events.

Dear Christoph90, caisno's responsible gambling page, as well as their T&C clearly states that self-exclusion needs to be initiated via e-mail, not live chat. Therefore, mentioning your issues to the live chat agent can't be taken as valid evidence.

In order to be able to help, once again I would like to ask you to forward me (matej.l@casino.guru) the following:

• your e-mail to casino asking them to close your first account due to gambling addiction
• confirmation from the casino about your first account being closed due to gambling addiction
• your e-mail to casino asking them to close your second account due to gambling addiction
• confirmation from the casino about your second account being closed due to gambling addiction

Thank you.

Dear Matej, dear Christoph,

Thank you for your messages.

We have conducted an additional review of the player’s deposit history on our side. Based on this review, we can confirm that the last deposits were made on March 21, prior to the self-exclusion request being submitted via email. No deposits or gameplay activity took place after this request.

We understand the concerns regarding the timing of the account closure and sincerely regret that the process took longer than expected in this case.

However, as no deposits were made after the self-exclusion request and the funds had already been used for gameplay prior to that, we are unfortunately not in a position to issue a refund.

We appreciate your understanding and remain available should any further clarification be required.

Kind regards,

Boomerang Casino Team

Thank you for the confirmation of no further deposits being made after the self-exclusion request, Boomerang Casino. One more thing I would like to ask is, if you could send me an e-mail (matej.l@casino.guru) with screenshots of the player's profile details on both first and second account, for a review. With that, I believe I will be able to bring this case to a successful close. Thank you for your udnerstandign and cooperation.

Thank you for the confirmation, Boomerang Casino.

Dear Christoph90, since the casino does not have an evidence of your previous account, I would like to ask whether you have any kind of proof. This could be past e-mails, your request for self-exclusion of the very first account, bank transactions dated before the second account has been opened, or any marketing communication connected to the first account. Anything at all.

Going forward: if you can e-mail me the proof of having an older account that has been blocked due to gambling addiction, I can mediate this case further. If you do not have any evidence, I am afraid there will be nothing else left for me to do. If we can't prove this current account is your second, and since you have made no deposits after the self-exclusion has been requested, I have nothing to mediate. With the caisno permanently closing your account, everything has been concluded. We will keep an eye on this casino to see whether prolonging account closure for gambling addict has been a one off mistake, or it is a trend, but as I said, I ned evidence if I am to do anything more. Thank you for your understanding and cooperation.

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.

In the meantime, dear Christoph90, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Thank you for your understanding.

Best regards,

Matej