Boomerang-Bet.io Casino - Акаунтът на играча беше затворен след забавяне.

"I am filing this complaint because Boomerang-bet failed in its 'Duty of Care' and ignored my repeated requests for account closure due to a gambling addiction.

On March 19, 2026, I sent my first email explicitly stating my addiction and asking for a permanent block. They ignored this and kept my account open, allowing me to deposit and lose significant amounts of money over the last two months.

Today, I contacted their Live Chat again. I provided proof of my previous emails, but the agent stalled me and eventually closed the chat abruptly without locking the account. Only after I sent a final legal notice and a formal complaint threat did they finally close my account (confirmed by email from 'Nancy').

I am requesting a FULL REFUND of all deposits made from March 19th until today. The casino was legally and ethically obligated to lock my account the moment I declared my addiction. Their 11 days delay is a severe violation of their license. I have all the screenshots of the emails and the chat transcript as evidence."

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Dear Koudou,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with your account at Boomerang-bet.

To assist you effectively, could you please provide us with more details regarding your situation? The following questions may help clarify your case:

• Can you confirm the timeline of events, including when you first contacted Boomerang-bet about your account, your gaming activity up until the account was closed, and when you received confirmation of the final account closure?
• Do you have any additional evidence or communication that could support your case?

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

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

Best Regards,

Petra

Thank you for your response. To clarify my case, I am providing a detailed timeline of my communication with Boomerang-bet, along with all supporting evidence:

March 19, 2026: I sent an email explicitly declaring my gambling addiction and requesting a permanent account closure. (See Screenshot 1 attached).

March 20, 2026: I sent a follow-up email. I received a reply from the casino on the same day, but they failed to close my account, completely ignoring my addiction declaration. (See Screenshot 2 attached).

March 23 & 24, 2026: I sent further emails demanding the closure of my account as I was still able to deposit. These were ignored.

March 27, 2026: I filed a formal complaint to the licensing authority at [email protected], but I never received a response from them. (See Screenshot 3 attached).

March 30, 2026: I contacted Live Support again, demanding an immediate block. I am attaching the full transcript of this conversation in a PDF file.

March 30, 2026 (Final): Only after my final legal notice did I receive confirmation that the account was closed.

Financial Loss: I am attaching screenshots from my casino transaction history. From March 19 until March 27, while the casino was fully aware of my addiction, they allowed me to deposit a total of €228.

Note: Although I had sent an initial request two months ago, I have unfortunately deleted that specific email. However, the evidence from March 19 onwards clearly proves their negligence.

I am requesting a full refund of €228, as the operator violated their "Duty of Care" by keeping a self-declared addict's account active for 11 days.

Dear Petra,

I am sending this follow-up email to provide the screenshots of my Live Chat conversation with agent "Nancy" from March 30.

As you can see in these screenshots, I explicitly declared my gambling addiction once again and demanded an immediate account closure, providing proof of my previous requests from March 19. Despite this, the conversation was stalled and the account remained open for several hours after.

Please add these images to my complaint file as further evidence of the casino's failure to protect a self-declared addict.

Hello,

Thank you for sharing the detailed information

We can confirm that your account has been closed on. 30 of March following your request. Prior to that, additional clarification was requested to ensure the request was processed correctly, after which the account closure was completed.

Regarding your refund request, we would like to inform you that your case has been escalated to the relevant department for further review. As soon as we receive an update or a final decision, it will be communicated to you.

We appreciate your patience and understanding while this process is being completed.

Kind regards,

Boomerang-Bet.io Casino Team

Dear Petra,

​I wanted to provide a quick update. I just received an email from Boomerang-bet support (Sean), stating that my refund request has been forwarded to their 'relevant department' for review and they asked me to wait.

​I will keep you posted as soon as I have a final response from them regarding the €228 refund. Thank you for keeping my case active.

Dear Petra,

​Boomerang-bet Casino contacted me today via email and officially confirmed that they will refund the full amount of 228 EUR. They also confirmed that my account is now permanently closed.

​I have already replied to them with my bank details (Piraeus Bank) as requested. I would like to keep this complaint open until the funds actually arrive in my bank account. Once the money is received, I will update you immediately to close the case as resolved.

​Thank you so much for your support so far!"

Thank you both your replies.

I’m glad to hear the good news that your account has finally been closed and that the refund is on its way.

I wanted to ask if there have been any updates regarding your case since our last communication.

Could you please confirm whether you have already received the refund?

Thank you in advance for your response.

Hi Petra,

I would like to clarify that I provided my bank details to the casino two days ago, exactly as they requested. Since then, I have received no response, no confirmation, and of course, no money.

It has been 48 hours and they are completely ignoring my emails. This silence is unacceptable. Please pressure them to confirm that they have processed the refund and ask them to provide the transaction receipt immediately. I am not willing to wait any longer for a simple confirmation.

Hi Petra,

I am contacting you again because I am becoming increasingly concerned. It has been 3 days since I provided my bank details as requested, yet I have received no confirmation or response from the casino.

While I understand that bank transfers take time, the lack of communication from their side is worrying. Could you please ask them to provide an official Transaction Receipt (PDF or SWIFT) today?

Having a proof of payment would give me peace of mind and confirm that the process is indeed moving forward. I would appreciate your urgent assistance in getting this confirmation before the weekend. Thank you for your ongoing support.

Hi Petra,

It is Monday afternoon and I have received absolutely no update or payment from the casino. I have also checked my bank account and no funds have arrived.

I am now sending a final formal notice to the casino's support team. If they continue to ignore us, I will have no choice but to escalate this to their Licensing Authority tomorrow. Please let me know if you have any internal update from them.

Dear Koudou, Thank you for the updates provided.

Dear Boomerang-Bet.io Casino, I would like to kindly ask if there have been any updates regarding the refund.

Could you please confirm whether the case has been escalated to the appropriate department, and if there are any new developments, as the player is still waiting for the funds?

Thank you in advance for your response.

Hi Petra, thank you for your intervention.

Shortly after my last update, I received an email from the casino's support. They confirmed they have received my bank details and they stated they are 'reviewing and preparing the refund'.

However, I still haven't received a transaction receipt or the actual funds. I will keep this complaint open until the money is cleared in my bank account. I will update you as soon as there is any progress. Thank you for your support!

Hi Petra, I am happy to confirm that the funds (228€) have finally arrived in my bank account. Thank you for your support and intervention. The case can now be closed

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

Dear koudou,

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,

Petra