Boomerang-bet Casino - Account cool off request refused

Dear @Franky34,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Dear AskGamblers Complaint Team
Since 19th January to end: 3160 Euro
Since 2nd February to end: 1460 Euro
Kindly regards

Dear @Franky34,

We appreciate you taking the time to reach out to us regarding your concerns.

Upon reviewing the details of your account closure request dated January 19th, it appears that your decision to close the account was prompted by your inability to receive an additional bonus at that time. Your expressed reason for closure was cited as follows: "I keep losing so much and I don't get any bonuses anymore...". However, it's noted that your decision was subsequently reversed after being offered a package of free spins, following which you continued to engage in gameplay.

Subsequently, on February 2nd, following your account closure request, you were asked by our manager how we could enhance your satisfaction with our casino. Your response indicated a desire for a substantial bonus with minimal wagering requirements : “Can i get a really really good Bonus, with minimum wagering, if i decide to deposit a last time...”
Consequently, you were provided with a complimentary spins package.

Throughout our interactions with you leading up to the refund request, there were no indications of addictive behavior; rather, your concerns primarily centered around your perceived run of bad luck. Our manager diligently fulfilled their responsibilities by endeavoring to enhance your gaming experience through bonus offerings tailored to your activity level.

It's important to emphasize that at Boomerang-Bet Casino, we take a responsible approach to addressing addiction-related issues. As previously communicated to you, your account has been permanently closed in accordance with our commitment to promoting responsible gaming practices.

Furthermore, we kindly direct your attention to point 6.6.2 of our Terms and Conditions, which you consented to upon registration:

"No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet."
Therefore, based on the aforementioned article, refund options for your account are unavailable.

We appreciate your understanding regarding this matter.

Kind regards,
Boomerang-Bet Casino team

Dear Boomerang-Bet Casino team.

According to the gambling law
The online operator is obliged to cooperate as fast as possible and is not allowed to use any delay tactics or trying to dissuade player, but has to fulfill player’s will immediately.

When I wrote very clearly on February 2nd at 5:46 p.m. that I needed a cool down phase, you should have reacted immediately. But I received the answer as a delaying tactic:
Sorry to hear that, Did something happen.
When I was asked to give a reason, I replied that I was losing too much money, you should have reacted by then at the latest. But as another tactic I was asked in response, if I really wanted to go and give up all that (VIP), or is there anything you could do for me. Of course I asked for a bonus, a player's last chance to reverse his losses. What what else would you be able to do for me?
And on January 19th, a reaction should have been made after the clear statement that I wanted to cancel my account.

As a professional casino, you know that no one who has lost would refuse a bonus, as it is the last hope of making up for the loss. Likewise, a player makes a decision to close his account or enter a cool down phase for a certain reason, and of course he will try again at another time to win back losses, thus the desired delay.

Regards

Franky34

Dear @Franky34,

At Boomerang-Bet Casino, enhancing the gaming experience for our clients, remains a key focus for our team. However, it is equally important for us to emphasize that we adopt a conscientious approach in dealing with matters pertaining to addiction.

As previously indicated, throughout our correspondence and your gaming activity, there have been no indications of gambling addiction observed. It's important to clarify that the "cool down phase" you mentioned is not considered a marker for gambling addiction.

We take all feedback seriously and appreciate your engagement with us. Thanks for your cooperation!

Kind regards,
Boomerang-Bet Casino team

What do you think then is a cool down period else and why would a player need it?

If a player tells you that he no longer want to play, for whatever reason, you must accept this.
If a player wants to close the account or wants a cool-down period, it is a sign that he is no longer comfortable playing. Nobody says you have to figure it out yourself. The customer tells you this with the request for closure or the cool down phase. You don't have a tool where you can self-exclude, set a break or a deposit limit. So you have to react immediately if you receive such a request by email.
And that didn't happen.
You can't sugarcoat that.

Dear Boomerang-bet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statement. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Askgemblers Team,

Regrettably, we encountered an issue preventing us from directly replying to the email address suppor­­t@­a­s­kg­­amb­­le­r­s.com. Kindly find attached a screenshot detailing this matter.

Could you please provide an alternative email address to ensure seamless communication?

Thank you for your understanding and assistance.

Kind regards,
Boomerang-Bet Casino Team

Dear Boomerang-bet Casino,

Kindly note that our email address suppor­t@a­skg­amb­ler­s.com is operating just fine, without any issues at all. Recheck if the space has been accidentally typed before the address itself, it may be the cause of the problem.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

The requested information has been sent to the provided email address.

Should you require any additional assistance or clarification regarding this matter, please feel free to reach out to us. Your understanding and cooperation are valued and greatly appreciated.

Kind regards,
Boomerang-Bet Casino Team