BOOMERANG BET Casino - Igrački nalog je ponovo otvoren protiv samoisključenja.

Hello, a year ago I had my sports betting account at this casino permanently blocked as a self-protection measure because I am addicted to sports betting and therefore no longer legally competent!

Then I had a relapse and desperately wanted to gamble again, and the casino simply reopened my sports betting account even though I had permanently blocked it as a form of self-protection.

I have now lost approximately 10,000 euros and therefore I want all bets to be scored as 1.0 and my money refunded!

Hallo ich habe vor einem Jahr mein Sportwettkonto bei diesen Casino als Selbsschutz für immer sperren lassen weil ich Sportwettsüchtig bin und daher nicht mehr geschäftsfähig!

Dann hatte ich einen Rückfall wollte wieder unbedingt spielen und das Casino hat mein Sportwettkonto einfach wieder geöffnet obwohl ich es als Selbsschutz für immer gesperrt habe

Jetzt habe ich zirka 10000 euro verloren und deshalb will ich das alle wetten mit 1.0 gewertet werden und mir mein Geld zurückerstattet wird!

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.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via support email, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Boomerang-Bet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Thanks for your reply via email.

• Has the casino closed your account after your message from May 19th?
• Has the casino responded to your refund request?

Please let me know.

Thanks for your patience.

• Have you saved any communication with the casino from last year when your account was self-excluded, such as your self-exclusion request, responses from the casino, or confirmation of your self-exclusion?
• Would you be able to share it with me?

Looking forward to your reply.

Thanks for your patience.

Please note that without evidence that you informed the casino of your gambling issues before the affected period, we are unable to confront the casino and ask for a refund of the money played after the account was reopened.

Is there any evidence you kept from the time your account was closed one year ago? Would you be able to supply any such evidence?

Looking forward to your reply.

Dear loooli,

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.

Dear loooli,

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,

Tomas

Hello loooli, 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-Bet.io 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.

Dear loooli,

Thank you for your patience.

We would like to confirm that your account has been closed in accordance with your request.

Regarding your refund request, we would like to reiterate that, in line with our Terms and Conditions (Section 6.6.2), refunds cannot be issued once the deposited funds have been used for gameplay. As the funds in question were used to place bets, we are unable to approve your refund request.

Please note that this position was also communicated to you in our previous correspondence.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you for the account closure, dear Boomerang-Bet.io Casino. Could you please confirm whether the player has requested self-exclusion as far back as in 2024, and let me know why was his account reopen? In case sensitive information needs to be shared, feel free to e-mail me directly at matej.l@casino.guru. Thank you very much.

Dear loooli, while waiting for the casino to reply, could you e-mail me (matej.l@casino.guru) the messages you have sent to the casino requesting self-exclusion due to gambling addiction, in 2024-2026, if you still have at least some of them? Thanks.

Dear Matej, dear loooli,

Thank you for your patience.

We can confirm that the player’s account was closed due to self-exclusion request on May 28, 2024.

The account was subsequently reopened on January 30, 2025.

As the circumstances of the reopening involve account-specific information, we will provide the relevant clarification to Matej directly via email.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you, Boomerang-Bet.io Casino, I have sent my response just now, and requested the player's cashier history as well.

Dear Boomerang-Bet.io Casino, I have been informed the player has registered 3 accounts with you. Could you please also include the profile screenshots of the accounts with your e-mail to me? Thank you.

Dear Matej,

Unfortunately, we are unable to provide the requested account data to third parties. Such information can only be provided directly to the player upon their personal request and sent to the email address associated with their account.

Thank you for your understanding.

Kind regards,

Boomerang-Bet.io Casino Team

Thank you, dear Boomerang-Bet.io Casino, I understand.

Dear loooli, as I am unable to obtain details from the caisno, I would like to ask if you could at least roughly tell me how much have you deposited and withdrawn from into the original account since the reopening in 30/05/2025 until now? And how much have you deposited and withdrawn from the other two accounts? Thank you.

Dear Matej,

Thank you for your involvement in this case.

We have forwarded your request to the relevant department for review and are currently awaiting their response. We will provide an update as soon as we receive further information.

Kind regards,

Boomerang-Bet.io Casino

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.

I am prolonging the timer to give the casino time to finish the investigation and respond to the complaint at hand. Thank you for your understanding and cooperation.

Dear loooli, according to the casino affiliate, this complaint has been assigned to the incorrect casino.

Apparently, you have been playing at BOOMERANG BET Casino instead of Boomerang-Bet.io Casino. This is an easy mistake to make, since both casinos have very similar names and share the same logo.

I have switched the thread towards the relevant casino and hopefully we will get the response shortly. Thank yo ufor your patience and understanding.

Dear Matej, dear loooli,

Thank you for your patience.

We can confirm that the player’s main account has been permanently closed and marked as a gambling addiction self-exclusion with no possibility of reopening. Regarding the other two accounts, we have already requested that they also be permanently closed and marked accordingly, with no possibility of reopening. We will inform you as soon as this process has been completed.

As for the refund request, we can confirm that it was reviewed and declined in accordance with the applicable Terms and Conditions, as the deposited funds had been used for gameplay before the refund request was made. The player has already been informed of this decision.

Kind regards,

BOOMERANG BET Casino Team

Thank you for the quick response and confirmation of the permanent accounts closure, dear BOOMERANG BET Casino, much appreciated. To move towards the final resolution of this complaint, could you pleas e-mail me (matej.l@casino.guru) screenshots of all three of the profiles, showin their registration dates as we ll as credentials used to fill the profile info with? And if you could also include cashier history for all the accounts, showing both deposits and withdrawals made, that would be very helpful in final assessment of this case.

None of the information will be shared or forwarded, and is for internal investigation purposes only. Thank you for your time and cooperation.