Boomerang Casino - A conta do jogador permanece acessível após o encerramento.

I would like to file a complaint against Boomerang Casino and request assistance in clarifying the matter. I closed my account there in writing on August 15, 2023, due to a gambling addiction. The casino explicitly confirmed this account closure and my unsubscription from their mailing list via email. Despite this confirmation, I subsequently received further promotional SMS messages and other advertising messages, even though I had explicitly requested that the casino remove my email address and contact information from all marketing and advertising distribution lists. Furthermore, despite the confirmed account closure, I was able to log back into my account, which, in my opinion, should not have been possible. This resulted in further deposits and losses totaling €1,630. After deducting €500 that has already been withdrawn, I am still demanding the return of €1,130. The casino has so far refused a refund, citing a clause in its terms and conditions that allegedly prohibits refunds once a deposit has been wagered. In my view, this explanation falls short because this isn't a typical refund request, but rather the question of why an account that was explicitly closed was accessible again. Furthermore, despite my request to have it deleted, I consider the continued sending of promotional messages a violation of data protection regulations, as my data should no longer have been processed for advertising purposes after the account closure. Therefore, I request your assistance in reviewing this matter, guidance on the next steps, and an assessment of the best way to proceed against the casino's refusal.

Ich möchte mich über Boomerang Casino beschweren und bitte um Unterstützung bei der Klärung des Sachverhalts. Ich habe mein Konto dort am 15.08.2023 wegen bestehender Spielsucht schriftlich schließen lassen. Diese Kontoschließung sowie die Abmeldung von der Mailingliste wurden mir vom Casino per E-Mail ausdrücklich bestätigt. Trotz dieser Bestätigung erhielt ich später erneut Werbe-SMS beziehungsweise Werbenachrichten, obwohl ich das Casino außerdem ausdrücklich darum gebeten hatte, meine E-Mail-Adresse und meine Kontaktdaten aus allen Marketing- und Werbeverteilern zu entfernen. Zusätzlich konnte ich mich trotz der bestätigten Kontoschließung wieder in das Konto einloggen, was aus meiner Sicht nicht hätte möglich sein dürfen. Dadurch kam es zu weiteren Einzahlungen und Verlusten in Höhe von insgesamt 1.630 EUR. Nach Abzug einer bereits ausgezahlten Summe von 500 EUR fordere ich noch 1.130 EUR zurück. Das Casino lehnt eine Rückerstattung bislang unter Verweis auf eine AGB-Klausel ab, wonach angeblich keine Erstattung möglich sei, sobald eine Einzahlung gespielt wurde. Dieser Hinweis greift aus meiner Sicht jedoch zu kurz, weil es hier nicht um einen normalen Erstattungsfall geht, sondern um die Frage, weshalb ein zuvor ausdrücklich geschlossenes Konto erneut zugänglich war. Außerdem sehe ich in den weiter versandten Werbenachrichten trotz meiner Löschungsbitte einen Verstoß gegen die Datenschutzbestimmungen, da meine Daten nach der Kontoschließung aus meiner Sicht nicht mehr zu Werbezwecken verarbeitet werden durften. Ich bitte Sie daher um Unterstützung bei der Prüfung des Sachverhalts, um Hinweise zu den weiteren Schritten und um Einschätzung, wie ich gegen die Ablehnung des Casinos am besten vorgehen kann.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Boomerang Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when did the casino reopen your account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Were you able to log into your original account, or have you opened a new one?

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,

Attila

Hello Attila,

My Boomerang Casino account was closed on August 15, 2023, following my written request. This closure, as well as my unsubscription from all mailing lists, was confirmed to me by email on August 15, 2023 (Ticket ID: TYT742). I relied on this confirmation.

It wasn't until July 2026 that I discovered I had regained access to the website despite the previously confirmed account closure. I was able to log in again using my existing credentials. After my last deposit of €390 in July 2026, I used this entire amount.

2. Current access to the account

I have since had my account blocked again and demanded its complete closure and the deletion of my data for advertising purposes.

However, at the time of the deposit and subsequent use, I had access to the originally closed account.

Access to the account is now disabled.

Warm regards,

[Redacted]

3. Original account or new account

This was the same account that was closed in 2023. I didn't open a new account; I simply logged back in with my existing credentials. This shows that the account was reactivated without my consent.

Hallo Attila,

Mein Konto bei Boomerang Casino wurde am 15. August 2023 auf meine schriftliche Anfrage hin geschlossen. Diese Schließung sowie meine Abmeldung von allen Mailinglisten wurden mir per E-Mail am 15. 8.2023 bestätigt (Ticket-ID: TYT742). Auf diese Bestätigung habe ich vertraut.

Erst im Juli 2026 habe ich festgestellt, dass mir trotz der zuvor bestätigten Kontoschließung erneut der Zugang zur Website ermöglicht wurde. Ich habe mich mit meinen bisherigen Zugangsdaten wieder einloggen können. Nach meiner letzten Einzahlung im Juli 2026 in Höhe von 390 EUR habe ich diesen Betrag vollständig eingesetzt.

2. Aktueller Zugriff auf das Konto

Ich habe mein Konto inzwischen erneut sperren lassen und forderte die vollständige Schließung sowie die Löschung meiner Daten für Werbezwecke.

Zum Zeitpunkt der Einzahlung und der erneuten Nutzung hatte ich jedoch Zugriff auf das ursprünglich geschlossene Konto.

Der Zugriff auf das Konto ist jetzt deaktiviert.

Herzliche Grüße,

[Redacted]

3. Originalkonto oder neues Konto

Es handelte sich um dasselbe Konto, das mir 2023 geschlossen wurde. Ich habe kein neues Konto eröffnet, sondern mich mit meinen bestehenden Zugangsdaten wieder eingeloggt. Dies zeigt, dass das Konto ohne meine Zustimmung reaktiviert wurde.

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, Michal (michal.v@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 Bpro,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Boomerang Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thank you Michal and Attila, I truly appreciate you support!!

Hi Michal,

what additional information do you need? I could send the whole conversation with Boomerang to you as e-mail. Would you please so kind to provide an e-mail-adress where I can send it?

Best regards,

Annett

Dear all,

We would like to confirm that the player’s account was closed in 2023 due to gambling addiction. The account was subsequently reopened by the system in January 2025 and was closed again by the player’s VIP manager on July 8, 2026.

Regarding the refund request, it was reviewed and declined in accordance with Clause 6.6.2 of the Terms and Conditions, which states that no refund can be performed once the deposit in question, or the associated bonus, has been used to place a bet.

Kind regards,

Boomerang Casino Team

Hello,

I find it strange that the casino is citing its own terms and conditions but not admitting any negligence. Why was the account reopened without my consent? They're referring to this as "system-driven" reopening. In my view, the casino is responsible for its own functioning system. If it fails to meet this responsibility, then the casino is liable for any resulting damages.

Hallo,

Ich finde es merkwürdig, dass ich das Casino auf die eigenen Allgemeinen Geschäftsbedingungen beruft, jedoch ein Versagen nicht einräumt. Wieso wurde der Account ohne meine Zustimmung überhaupt wieder geöffnet? Man spricht hier von Öffnung durch das „System". Aus meiner Sicht trägt das Casino die Verantwortung für ein eigenes funktionierendes System. Wenn man dieser Verantwortung nicht nachkommt, ist das Casino dafür verantwortlich, den entstandenen Schaden zu regulieren.

Dear Boomerang Casino,

I would greatly appreciate it if you could provide clarification regarding the circumstances surrounding the reopening of the player's account, which was initially intended to be closed permanently.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

We have requested additional information regarding this matter and are currently awaiting an update. We will get back to you as soon as we receive further information.

Kind regards,

Boomerang Casino Team

Dear Bpro,

We have contacted you via email to request the information required to process your refund. Please check your inbox and respond to the email with the requested details.

Kind regards,

Boomerang Casino Team

Dear Casino Guru Team,

Boomerang Casino contacted me and offered a refund of €840. I have already accepted the offer and provided my bank details. I will let you know as soon as the refund has been processed. Thank you for your assistance in this matter.

Warm regards,

Annette

Liebes Casino Guru Team,

Boomerang Casino hat mich kontaktiert und mir die Erstattung in Höhe von 840 EUR angeboten. Das Angebot habe ich bereits angenommen. Beine Kontodaten habe ich übermittelt. Sobald die Erstattung erfolgt ist, gebe ich Bescheid. Ich danke euch für die Unterstützung in dieser Angelegenheit.

Herzliche Grüße,

Annette

Dear Bpro,

I am waiting for your confirmation.

Hello Michal,

The casino processed the refund today. Thank you so much for your assistance. The case can now be closed.

Warm regards,

Annette

Hallo Michal,

Das Casino hat heute die Rückerstattung vorgenommen. Herzlichen Dank für die Unterstützung. Der Fall kann geschlossen werden.

Herzliche Grüße,

Annette

Dear Bpro,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal V

Casino.Guru