Boomerang Casino - O pedido de encerramento da conta do jogador foi ignorado.

I repeatedly asked the casino to permanently close my account at both Boomerang and Mr.Pacho, but they always referred me to contact them via email.

As seen in the attachment, I did this and agreed to the closure multiple times, but it did not happen, which unfortunately allowed me to make several more deposits amounting to several thousand euros.

I demand a refund of these deposits made until April since I repeatedly requested a permanent closure and agreed multiple times, but it did not occur. For me, this is a deliberate act.

Ich habe dem Casino mehrfach gebeten mein Konto dauerhaft zu schließen im Boomerang sowohl im Mr.Pacho darauf hin würde ich immer verwiesen mich per email zu melden.

Wie im Anhang zu sehen habe ich dies gemacht und habe mehrfach der Schließung zugestimmt was nicht geschah womit ich leider mehre Einzahlungen mehrere tausend Euro wieder einzahlen konnte.

Ich verlange diese bis April zurück da ich mehrfach gebeten haben auch dauerhafte Schließung und mehrfach zugestimmt habe.

Dies aber nicht geschah ist dies für mich vorsätzlich gehandelt.

Hello dtaymc81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

When did you request the account closure and what was your reason for it?

Could you please forward your account closure request to dominika.l@casino.guru?

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

Best regards,

Dominika

Hello dear team and Dominika

I had asked several times in the casino chat to close my account.

Again and again it was delayed and bonuses were offered to entice people to play again.

Until I was informed that the only way to permanently close the account is via email.

The main reason for closing my account was primarily due to the high losses and, as is apparent during the game, the loss rate of at least 98%.

You quickly get a hint of gambling addiction.

At the beginning of April I wanted to close my account and the reason for this was asked and again the closure was not addressed but only whether I was sure but the account was never closed as you can see from the uploaded screenshots.

Hallo wertes Team und Dominika

Ich hatte mehrfach im Casino Chat gebeten mein Konto zu schließen.

Immer wieder wurde es hinausgezögert und mit Bonusse verlockt doch wieder zu Spielen.

Bis mir dann darauf hingewiesen wurde das es nur per Email geht sein Konto zu dauerhaft schließen .

Der Hauptgrund der Schließung meines Acc lag in erster Linie daran die hohen Verlusste und was im Spielverlauf ersichtlich ist die Verlustrate von min. 98% spürbar.

Man hat doch schnell ein Hauch von Spielsucht.

Anfang April habe ich mein Acc schließen wollen und auch der Grund wurde dafür erfragt und wieder wurde nicht auf die Schließung eingegangen sondern immer nur ob ich sicher bin aber der Acc wurde nie geschlossen wie sie anhand der Hochgeladenen Scrennshots sehen können.

Hello dtaymc81, could you please forward your account closure requests to dominika.l@casino.guru?

Hello, I hope everything worked out so far with my correspondence and that of the other parties. In case of emergency, please let me know again and I will forward it again.

Regards Nils

Hallo ich hoffe es hat alles soweit funktioniert mit meinen sowie den gegen Schriftverkehr notfall bitte noch einmal Bescheid geben und ich werde diese erneut weiterleiten.

Mfg nils

Hello dtaymc81, thank you for the information provided. Please allow me to ask you a few more questions.

• Did you mention your gambling addiction in any of the emails? Since it's not mentioned in the emails you provided.
• Did you respond to the casino's last email asking if it was your final decision?

Hello, I didn't mention the game search...I think that if I specifically want my account to be closed, that's what I should do.

Which in my opinion was deliberately ignored and I was asked more than twice whether I was sure about closing my account, to which I answered yes.

This repeated asking and then not closing the account is done deliberately by the casino.

And Mr. Pacho didn't even react to my closure. And that has absolutely nothing to do with player protection.

Hallo,..die Spielsuch habe ich nicht erwähnt,...ich finde wenn ich ausdrücklich die Schliesung meines Acc wünsche dies auch zu machen.

Was meiner Meinung nach bewusst ignoriert wurde und es wurde mehr als 2x gefragt ob ich mir sicher bin mein Acc zu schließen was ich mit ja geantwortet habe.

Dieses mehrfache fragen und dann das Konto nicht zu schließen ist bewusst vom Casino gemacht.

Und Mr.Pacho hat garnicht erst auf meine Schließung reagiert. Und das hat mit Spielerschutz rein garnix zu tun.

Hello dear team,

Hello Dominic,

I wanted to ask what the current state of things is.

Regards Nils

Hallo wertes Team,

Hallo Dominika,

Ich wollte fragen wie es nun um den stand der Dinge steht.

Mfg nils

Dear dtaymc81, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.