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Good day,

Unfortunately, my player account was simply reopened and I received promotional emails, which led me to deposit €230. I had requested self-exclusion in 2024, which, according to the support email, was implemented. However, my player account is now active again.

I request enforcement of the self-exclusion and a refund of the deposits.

Thank you in advance.

Guten Tag,

leider wurde mein Spielerkonto einfach wieder geöffnet und mir wurde Werbung per Mail zugeschickt, sodass ich 230€ einzahlen konnte. Den Selbstausschluss hatte ich 2024 erbeten. Dieser wurde laut E-Mail vom Support auch umgesetzt. Nun ist mein Spielerkonto allerdings wieder frei.

Ich bitte um Durchsetzung des Selbstausschlusses, sowie Erstattung der Einzahlungen.

Vielen Dank im Voraus.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jason12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boomerang-Bet.io Casino.

Based on what you’ve shared, the key point will be to determine whether the self-exclusion was properly enforced and what exactly happened afterward.

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Could you please send the account closure confirmation from the casino in 2024? You can send it to jean.s@casino.guru.
• Were you able to log into the same account, or did you create a new account?
• Do you still have access to your account?
• Have you already sent a self-exclusion request to close your current account?

These details will help us understand whether there was a failure in enforcing responsible gambling measures or if there were any other factors involved.

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

Best regards,

Jean

Hello,

I have forwarded you the email with the confirmation from 2024.

I did not create a new player account.

Access is still available.

Today I submitted another self-exclusion notice via email.

Hallo,

ich habe Ihnen die E-Mail mit der Bestätigung von 2024 weitergeleitet.

Ein neues Spielerkonto habe ich nicht erstellt.

Zugriff noch vorhanden.

Heute habe ich nochmals einen Selbstausschluss gestellt per Mail.

Thank you very much for your reply, Jason12.

Could you please update us if your account is finally closed?

Additionally, please forward all your account closure requests in 2024 and the present to jean.s@casino.guru? Please forward the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead.

I understand this may take time, so I appreciate your assistance.

The account has now been closed.

I have sent the emails.

Thank you so much for your help!

Das Konto wurde nun geschlossen.

Die Mails habe ich zugeschickt.

vielen Dank für die Hilfe!

Dear Jason12,

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, Munya, (munya.s@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,

Jean

Dear Jason12,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Boomerang-Bet.io Casino to join this conversation and assist in addressing the complaint.

Dear Boomerang-Bet.io Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Jason12,

Thank you for providing the information.

We have carefully reviewed the situation described. However, at this time, we have been unable to locate any gaming account or transactions in our system that match the details you provided. It appears that the complaint may have been submitted against the wrong casino.

Could you please confirm the following:

- the exact website address where you logged into your account and made the deposit;

- the email address from which the promotional messages were sent;

- the recipient name or payment descriptor shown on your bank statement.

For security reasons, please do not publish any full payment details or other confidential information in this public thread. Such information can be sent directly to the Casino Guru complaint specialist.

Once these details have been provided, it should be possible to determine which casino the complaint concerns. If it is confirmed that this matter is not related to Boomerang-Bet.io, we kindly ask Casino Guru to redirect the complaint to the appropriate operator.

Kind regards,

Boomerang-Bet.io Casino Team

Good day,

The website address is as follows: https://boomerang-bet7727.com/de/providers

Guten Tag,

die Website lautet wie folgt: https://boomerang-bet7727.com/de/providers

Boomerang-Bet.io Casino

Thank you for taking the time to look into the complaint. I sincerely apologize for the confusion. You are part of a group with similar names and logos, which may have contributed to the mix-up. Rest assured, the complaint will now be directed to the appropriate casino.

BOOMERANG BET Casino

Could you please go through the complaint thread and provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

Thank you for your messages.

We have forwarded the complaint to the relevant department for further review and clarification of the situation. We will provide an update as soon as we receive additional information.

Kind regards,

BOOMERANG BET Casino Team

BOOMERANG BET Casino

Thank you for your response. Your update will be greatly appreciated.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jason12,

Thank you for your patience.

We have reviewed your case with the relevant department. Regarding your request for a refund, we would like to inform you that it has been declined in accordance with Clause 6.6.2 of our Terms and Conditions, which states that a refund cannot be processed once the deposit in question (or any associated bonus) has been used to place a bet.

Kind regards,

BOOMERANG BET Casino Team

BOOMERANG BET Casino

Thank you for your response and cooperation.

I would like to respectfully express my disagreement with the decision to deny the player's request for a refund for the following reasons:

1. This situation extends beyond a typical refund request; it is a direct result of failure to uphold the player's self-exclusion.
2. Responsible gaming measures are designed to protect players, and when an operator fails to enforce these measures, it may lead to additional harm for the player. This could result in losses that could have been avoided had the operator effectively implemented responsible gaming protocols.

In light of the above points, and in accordance with our Fair Gambling Codex, we believe that casinos should reimburse players who may have relapsed and made deposits due to the failure of the casino to enforce self-exclusion. Therefore, I kindly request that you reconsider your stance on this matter. I would greatly appreciate your insights and thoughts on this proposition.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Munya,

Thank you for your continued involvement. We have forwarded your comments to the relevant department for further review and consideration. We will provide an update as soon as we receive additional information.

Kind regards,

Boomerang-Bet Casino Team

BOOMERANG BET Casino

Thank you very much for that. I look forward to receiving an update from your after the review.

Dear all,

Thank you for your patience.

We would like to confirm that we are still awaiting an update from the relevant department regarding this matter.

Kind regards,

Boomerang-Bet Casino Team

BOOMERANG BET Casino

Thank you for the update. A timely update on the outcome of the review would be more appreciated. Looking forward to it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jason12

Unfortunately, despite initially engaging with the complaint, the casino has stopped responding and has not provided the promised updates. I have made every reasonable effort to obtain a response, but without the casino's cooperation, I am unable to continue assessing or resolving this matter.

As a result, I have no option but to close this complaint as unresolved. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating, which may encourage them to re-engage and reconsider their position. Should the casino resume communication, we will gladly reopen the complaint and notify you by email.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry that I could not be of more assistance on this occasion and sincerely hope your issue can still be resolved.

Regards,

Munya

Casino Guru