Boomerang Casino - Zahtev igrača za zatvaranje naloga se ignoriše.

As a compulsive gambler, on March 25, 2026, I sent an email to close my account and delete my newsletters. I didn't receive a response, so today I continued playing, losing over €500. I'm asking you at Casinoguru to help me close my account and possibly refund my money.

I attach the email screenshot

Essendo ludopatico in data 25 marzo 2026 ho inviato un e-mail di chiusura account con l’eliminazione delle newsletter. Non ho ricevuto nessuna risposta pertanto oggi ho continuato a giocare perdendo oltre 500€ quindi chiedo a voi di casinoguru di darmi una mano per la chiusura e un eventuale rimborso del denaro

allego screen mail

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Dear gianlucxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your situation.

Thank you also for providing the screenshot of your email request. I can see that you informed the casino about your gambling problem and requested account closure.

To better understand your case and assess it properly, I would like to ask you a few additional questions:

• Could you please confirm whether you received any response at all from the casino after sending this email?
• Did you send the request from your registered email address linked to your casino account?
• Have you made any additional attempts to contact the casino (live chat, follow-up emails) after not receiving a reply?
• When exactly did you continue playing and lose the €500—was it shortly after sending the email or later on?
• Has your account now been closed, or is it still active?

Additionally, I would kindly ask you to forward the original email (not just the screenshot) as an attachment to petronela.k@casino.guru, so I can verify the full details, including timestamps and content.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Could you kindly confirm whether you received a response from the casino after sending this email?

No, I have not received any concrete response from the casino after sending the email on March 25th.

Did you send the request from the email address registered and linked to your casino account?

Yes, the request was sent from the email address registered and associated with my game account.

Have you tried contacting the casino in other ways (via chat, email reminder) after receiving no response?

Yes, I contacted support via live chat, but I only received a generic response with no concrete updates on my request. (I've attached the transcript of the live chat where they told me they'd received the email.)

When exactly did you continue gambling and lose the €500? Was it shortly after sending the email or later?

I continued playing on day 31 and lost the €680 after sending the email on March 25, with no response or action from the casino.

Has your account been closed or is it still active?

My account is still active.

Furthermore, my account is still active, despite my request, and it has not yet been closed.

Considering that the casino in question enjoys a high security rating, I believe that this type of behavior is intolerable and does not meet the standards one would expect.

I find this situation unacceptable, given the nature of the request and the time that has passed without any concrete intervention from the casino.

Live chat:

Chat transcript

Boomca BotTue, 31 Mar 2026 14:48:40 CESTHello. Please choose your language by pressing the button down below.Boomca Bot14:48👉 🌍🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano🇪🇸 Español 🇫🇷 Français🇵🇹 Português 🇭🇷 Hrvatski🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština🇱🇻 Latviešu OtherGianluca C**** 14:48🇮🇹 ItalianoBoomca Bot14:48Choose an option:VIP Support Customer SupportGianluca C**** 14:48Support CustomersBoomca Bot14:48 I'm putting you in touch with a real person. 👤Gianluca C**** 14:55 Hi, I sent an email on Wednesday the 25th and haven't received a response.

Billie14:58Hello! My name is Billie. I will assist you today.

Gianluca C****2.59pm

Hi I sent an email on Wednesday 25th and have not received a response

Billie14:59Let me check it, please

Gianluca C**** 2.59pmOk

Gianluca C**** 3:02 PM Are you there?

Billie15:02Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience.

Gianluca C**** 3.03pm Ok thanks

Billie15:03Thank you for contacting customer support. If you need further assistance, please let us know. Have a nice day!

Potrebbe gentilmente confermare se ha ricevuto una risposta dal casinò dopo aver inviato questa email?

No, non ho ricevuto alcuna risposta concreta da parte del casinò dopo l’invio dell’email del 25 marzo.

Hai inviato la richiesta dall’indirizzo email registrato e collegato al tuo conto del casinò?

Sì, la richiesta è stata inviata dall’indirizzo email registrato e associato al mio account di gioco.

Hai provato a contattare il casinò in altri modi (tramite chat, email di sollecito) dopo non aver ricevuto risposta?

Sì, ho contattato il supporto tramite live chat, ma ho ricevuto solo una risposta generica senza alcun aggiornamento concreto sulla mia richiesta. ( allego a fine conversazione la trascrizione della live chat dove mi hanno riferito di aver ricevuto l’e-mail)

Quando esattamente hai continuato a giocare e hai perso i 500 €? È successo poco dopo aver inviato l’email o in un secondo momento?

Ho continuato a giocare giorno 31 e ho perso i 680 € dopo aver inviato l’email del 25 marzo, in assenza di qualsiasi risposta o intervento da parte del casinò.

Il tuo account è stato chiuso o è ancora attivo?

Il mio account risulta ancora attivo.

Inoltre, il mio account risulta tuttora attivo, nonostante la mia richiesta, e non è stata ancora effettuata la chiusura.

Considerando che il casinò in questione gode di un indice di sicurezza elevato, ritengo che un comportamento di questo tipo non sia tollerabile e non sia in linea con gli standard che ci si aspetterebbe.

Ritengo questa situazione inaccettabile, vista la natura della richiesta e il tempo trascorso senza alcun intervento concreto da parte del casinò.

Live chat :

Chat transcript

Boomca BotTue, 31 Mar 2026 14:48:40 CESTHello. Please choose your language by pressing the button down below.Boomca Bot14:48👉 🌍🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano🇪🇸 Español 🇫🇷 Français🇵🇹 Português 🇭🇷 Hrvatski🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština🇱🇻 Latviešu OtherGianluca C**** 14:48🇮🇹 ItalianoBoomca Bot14:48Scegliere un'opzione:Supporto VIP Assistenza ClientiGianluca C**** 14:48Assistenza ClientiBoomca Bot14:48Ti sto mettendo in contatto con una persona reale. 👤Gianluca C**** 14:55Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

Billie14:58Hello! My name is Billie. I will assist you today.

Gianluca C****14:59

Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

Billie14:59Let me check it, please

Gianluca C**** 14:59Ok

Gianluca C**** 15:02Ci sei?

Billie15:02Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience.

Gianluca C**** 15:03 Ok grazie

Billie15:03Thank you for contacting customer support. If you need further assistance, please let us know. Have a nice day!

After several reminders…

I just received this email:

HI!

Your account has been closed.

If you have serious gambling addiction problems, you can turn to professionals who specialize in this field: Gamblers Anonymous, GamCare, and Gambling Therapy are all organizations that help people with gambling problems.

I hope everything turns out well and I wish you a good day.

We've already forwarded your request to the relevant department and will contact you as soon as we receive a response.

Best regards,

Sean

Support Team

Dopo diversi solleciti…

Ho appena ricevuto quest’e-mail:

Ciao!

Il tuo account è stato chiuso.

Se hai seri problemi di dipendenza dal gioco d'azzardo, puoi rivolgerti a professionisti specializzati in questo campo: Giocatori Anonimi, GamCare e Gambling Therapy sono tutte organizzazioni che aiutano le persone con problemi di gioco d'azzardo.

Spero che tutto si risolva per il meglio e ti auguro una buona giornata.

Abbiamo già inoltrato la tua richiesta al dipartimento competente e ti ricontatteremo non appena riceveremo una risposta.

Cordiali saluti,

Sean

Team di supporto

Hello Gianluca,

Thank you for your message and for providing all the details regarding your case.

We understand your concerns and how important it is for such requests to be handled promptly, especially given the nature of your situation.

We can confirm that your account has been closed. Your request was received on March 25 and was processed as soon as possible.

Regarding your refund request, we would like to inform you that your case has already been escalated to the relevant department for further review. You have also been informed about this separately.

Kind regards,

Boomerang Casino Team

Hi gianlucxx,

Thank you very much for your reply and for providing the additional details.

From the email you sent on March 25th, I can see that you explicitly stated that you accept that your balance would be annulled. This suggests that you may have been aware of the possible consequences at that time.

Therefore, could you please clarify the following:

• Had you communicated with the casino before March 25th regarding account closure or self-exclusion?
• What was your account balance at the moment when you sent the email on March 25th?
• Did you make any deposits after March 25th? If yes, could you specify the amounts and dates?
• Did you continue playing using existing balance only, or were additional funds added after your request?

These details are very important for us to determine the timeline of events and assess whether the casino’s actions (or delay) had a direct impact on your subsequent losses.

Thank you.