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

I have asked to close my account twice for 3 months due to gambling problems but despite the many complaints the account remains open and they even send me bonuses.

Ho chiesto 2 volte la chiusura del conto per 3 mesi per problemi di ludopatia ma nonostante i tanti reclami il conto rimane aperto e mi mandano pure bonus

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 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

Good morning ,

The email address used has always been the same.

They have sent the documents they requested and my account does not require any verification at this time.

I remain at your disposal for further clarifications.

Buongiorno ,

l indirizzo email usato e' stato sempre lo stesso .

Sono stati mandati documenti da loro richiesti e al momento il mio account non richiede alcuna verifica .

Rimango a disposzione per ulteriori chirimenti

Thank you for your reply. Could you please forward your self-exclusion request? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, do you currently still have access to your account? When was the last time you made a deposit in this casino?

Thank you for your patience and cooperation.

Dear Attila, dear darino718,

Thank you for your patience.

After reviewing the account activity, we can confirm that the player remained active during this period, continued using the account, accepted and used retention bonuses from the VIP manager, including a bonus received today.

According to our records, the player did not clearly state gambling addiction during the communication with the VIP team, and no final self-exclusion process was completed.

If the player still wishes to permanently close the account, we recommend sending a final direct request to the VIP manager clearly asking for permanent closure due to gambling-related concerns.

Kind regards,

Boomerang Casino Team

Dear darino718,

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.

here I am sorry but the site is still open or sent as you requested an email to attila.g@casino.guru but I haven't received any response

I remain available for further clarifications.

eccomi scusate ma il sito e' ancora aperto o inviato come da Voi richiesto un e-mail a attila.g@casino.guru ma non ho ricevuto alcuan risposta

rimango a disposizione per uilteriori deluicidazioni

Sorry, I didn't read the email from 5 days ago, I apologize.

Well now I'll send a clearer email saying that I have a gambling addiction problem hoping they'll understand.

thanks again

I will keep you informed of further developments on this matter.

scusate non avevo letto l email di 5 giorni fa ,chiedo scusa.

Bene adesso inviero' un e.amail piu chiara dicendo che ho problemi di dipendenza da gioco d azzardo sperando che capiscano.

grazie di nuovo

Vi invormero'di ulteriori sviluppi in merito

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear darino718,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila