Boomerang Casino - Igrački račun ostaje otvoren uprkos zahtevu za zatvaranje.

They not closing my account despite mentioning that I have a gambling problem. I emailed them 1 week ago and still my account is open.

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Dear soccer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail 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.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Hello,

Thank you for your message and for bringing this to our attention.

We’re sorry to hear about your experience and understand how important it is to have your request handled promptly, especially in this situation.

We can confirm that your accounts have now been closed following your request.

A confirmation has also been sent to your email address. If you need any further assistance or have additional requests, please feel free to reach out to our support team.

We wish you all the best moving forward.

Kind regards,

Boomerang Casino Team

Dear Boomerang Casino,

Thank you for the update.

Dear soccer, could you please confirm whether your account has been fully closed? Additionally, were any deposits made into the account after you submitted your self-exclusion request?

Alternatively, please let me know if we can close this complaint as resolved.

Thank you in advance for your response.

Best regards,

Attila

Hi,

Yes my account has been closed now. Yes I made couple of deposits in this casino account after submitting complaint for self exclusion.

Thanks

[Redacted]

Dear Player,

Thank you very much for your response. Could you please provide proof of the deposits you made prior to your account being blocked? This could include bank statements, transaction confirmations, or screenshots showing the deposits.

Additionally, could you please advise when exactly did the casino close your account?

Thank you very much in advance for your reply.

Best regards,

Attila

Dear soccer,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please address my previous response?

Thank you very much in advance for your reply.

Hi, please see the screenshot of the bank account, which shows a deposit made at the casino.

Thanks

[Redacted]

Hello Attila, hello Sahib,

Thank you for the update and for providing the screenshot.

We have reviewed the case and can confirm that one deposit of 30cad was made on March 29, after the closure request submitted on March 25 and before the account was closed on April 2.

We kindly ask the player to submit a refund request to our support team and provide the necessary payment details for verification. Thank you

Kind regards,

Boomerang Casino Team

Your support team does not support player. I will provide you my bank details here. Is that okay ?

Dear player, thank you for your response. Do you have any updates for us? Have you managed to submit the information requested by the casino?

I look forward to your reply.

Yes, I did. Just few minutes ago.

Dear soccer,

Thank you for the update.

We sincerely apologize for any possible delays in communication from our support team. At the same time, we are glad to see that the process is now moving forward and that the refund request has been successfully submitted.

We hope that everything will be resolved shortly and that this case has helped move the situation toward a positive outcome.

Kind regards,

Boomerang Casino Team

Dear all, thank you for your replies.

Dear Player, do you have any updates for us? Have you received the refund?

I look forward to your response.

No, I have not received the refund yet.

Dear Boomerang Casino Team,

Do you have any updates for us in relation to the refund process? Could you please inform us of the expected timeline for when the player can anticipate receiving the funds?

Thank you in advance for your response.

Dear soccer,

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.

Hi Attila

I have not received any refund yet.

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, Martin (martin.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,

Attila

Hello soccer,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Just to clarify, are you content with a refund of 30 CAD?

I would also like to re-establish communication with the Boomerang Casino representative.

Dear casino representative,

could you please check the case and explain the matter to us? Has the refund been processed from your side? Alternatively, are you able to provide me with the player's full deposit history at martin.l@casino.guru?

Thank you in advance for providing us with your view of the issue.

Dear soccer,

We have checked with our support team and, at this stage, we have not been able to locate a refund request associated with your account. Could you please confirm when and how the request was submitted so that we can investigate this further?

Thank you for your cooperation.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for your response. Could you please clarify how should the player ask for a refund? Is a message to support, with his payment details attached, sufficient? If not, please let us know how to proceed.

Hi Martin

Please see attached the email I sent for refund request.

Thanks

Dear soccer,

Thank you for providing the screenshot.

We have forwarded the information to the relevant department and are currently awaiting an update.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for the update, please let us know once the funds are processed on your side.

Dear all,

We are currently awaiting further updates regarding this case and will share additional information as soon as it becomes available.

Thank you for your patience.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for your message. Is there a particular timeframe in which you will be able to issue this update?

Dear soccer,

Thank you for your patience.

Following a review of your case, we are pleased to inform you that, as a gesture of goodwill, we are prepared to offer a refund of 30 CAD. To proceed with the refund, kindly provide us with the details of your bank account in the following format:

Full Name (please include all names including middle names)

E-mail

Address

City

Postcode

Account number (it should consist of Transit, FIN, body)

Bank Name

Bank address (full address of the Bank)

Bank country

BIC/SWIFT

If you have any further questions or require assistance, please don’t hesitate to let us know.

Kind regards,

Boomerang Casino Team

Dear soccer,

thank you for your patience, please provide the details once again - you can post the information in the thread, I will set it as sensitive.

Dear soccer,

thank you for providing the information, we will now await the response from the casino.

Dear soccer,

Thank you for providing the requested details. We have forwarded the information to the relevant department for further processing.

Kind regards,

Boomerang Casino Team

Dear soccer,

Thank you for your patience.

We would like to inform you that your withdrawal is currently being processed.

Kind regards,

Boomerang Casino Team

Dear casino representative,

thank you for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until soccer confirms his withdrawals have been paid out.

Hi Martin

I have received the refund.

Thanks

Dear soccer,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Boomerang Casino for their involvement in the mediation process. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help!

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martin

Casino.Guru