Boomerang Casino - Spieler fordert Rückerstattung, nachdem Konto unerwartet wiedereröffnet wurde.

Hello, I closed my account at Boomerang Casino on June 7, 2022. I was inactive there until January 2025, when the casino sent me a promotional email encouraging me to play/lose again. I assume this message reopened the account without my consent or request. Therefore, I am demanding a refund for the losses I have incurred since then. The casino refuses to offer a refund. They should explain themselves here in the forum. Thanks.

Hallo, ich hatte am 07.06.2022 mein Konto bei Boomerang Casino schließen lassen. Soweit war ich dann auch bis Januar 2025 dort auch nicht mehr aktiv bis mir das Casino eine Werbemail zugeschickt hatte und mich wieder zum spielen/verlieren animierte. Ich nehme an durch diese Nachricht wurde das Konto ohne meine Zustimmung oder Aufforderung wiedereröffnet. Daher fordere ich die seitdem erlittenen Verluste zurück. Eine Rückerstattung lehnt das Casino ab. Die sollen sich jetzt hier mal im Forum erklären. Danke

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Dear player,

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.

Was this the only account closure request you ever submitted to the casino?

What was the reason for closing your account?

Did you specify how long you wanted the account to remain closed, or was it meant to be permanent?

Did the casino confirm the closure and mention how long the account would remain closed?

Could you please forward or attach the promotional message you received that, as you mentioned, triggered the account reopening?

Lastly, just to confirm — are you saying that you were able to log in to your account immediately without requesting a reactivation?

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

On June 7, 2022, my account closure message was sent to Boomerang Casino. No confirmation from the casino at the time, but afterward, no access to my betting account. Until January 15, 2025, and the promotional email they sent me, encouraging me to play again, they apparently reopened the account without my request. On September 17, 2025, a self-exclusion and refund request was sent to the casino. The refund was rejected, but no confirmation of the self-exclusion was received. Instead, I received further promotional/bonus emails from the casino. I will forward all emails.

Am 07.06.2022 ging meine Nachricht zur Kontoschliessung an Boomerang Casino raus. Keine Bestätigung damals seitens Casino aber danach kein Zugriff aufs Wettkonto. Bis zum 15.01.2025 und der Werbemail mit der Sie mich wieder zum spielen animierten und ohne meine Aufforderung wohl das Konto wiedereröffnet haben. Am 17.09.2025 ging eine Selbstausschluss und Rückerstattungsgesuch an das Casino raus. Ablehnung der Rückerstattung aber keine Bestätigung über Selbstausschluss. Statt dessen weitere Werbe/ Bonusmails seitens Casino. Alle Mails leite ich weiter

Dear player, could you please forward the self-exclusion and refund request email that you mentioned was sent to the casino on September 17, 2025? My email address is dominika.l@casino.guru.

Hello Dominika, I just forwarded the email to you. Best regards

Hallo Dominika, habe dir gerade die Mail weitergeleitet. Viele Grüße

Dear player, after carefully reviewing your case, I would like to clarify that we are only able to assist with refund requests in cases where the player explicitly requested account closure due to a gambling addiction, and the casino failed to close the account within a reasonable timeframe or did not handle the request in the proper manner, as they should have.

In both your original closure request from 2022 and the self-exclusion request from September 2025, we found no mention of gambling addiction or related concerns. Unfortunately, this means we’re unable to support your refund claim, as it doesn’t meet the criteria under which we can intervene in such matters.

Hello Dominika, I failed to mention my gambling addiction in the self-exclusion request. Rest assured, however, that the account was temporarily closed by Boomerang, and they reopened it with the promotional email two years later. During that time, I had neither access to the account nor any emails from the casino. Just to clarify the whole situation. I respect your decision, but Boomerang Casino had closed my betting account even without me mentioning the term "gambling addiction." Thank you for your support anyway.

Hallo Dominika, ich hatte es versäumt in der Selbstausschlussanfrage meine Spielsucht zu erwähnen. Seien Sie aber versichert, dass das Konto zwischenzeitlich von Boomerang aus geschlossen war und sie es mit der Werbemail zwei Jahre später wiedereröffnet haben. Denn in dem Zeitraum dazwischen hatte ich weder Kontozugriff noch Mailverkehr seitens Casino. Nur zur Erklärung des ganzen Falles. Ich respektiere Eure Entscheidung aber Boomerang Casino hatte das Wettkonto auch ohne den Begriff „Spielsucht" meinerseits zwischenzeitlich geschlossen. Danke trotzdem für Eure Unterstützung

Dear player, I understand your situation and appreciate your clarification. However, even in the case of the account reopening, the key factor for us to assist with refunds is whether the original account closure request explicitly mentioned gambling addiction.

If you wish, we can assist you with closing your account now under self-exclusion related to gambling addiction, but regarding past refunds, we are unable to intervene.

If your account is still open, we strongly recommend that you request a full self-exclusion immediately, making it clear it's due to a gambling problem. If you need help with that, please follow the instructions below:

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.

Hello, the complaint can be closed. The betting account is blocked.

Hallo, die Beschwerde kann geschlossen werden. Das Wettkonto ist gesperrt

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru