Boomerang-bet Casino - Failed to close my account and I have lost 886 due to their negligence

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear Philipp1308,

Thank you for sharing your feedback and for giving us the opportunity to review your case.

According to our records, your initial email requesting account closure was received on September 14. On the same day, our team replied asking you to confirm the reason for your decision, as part of our standard account management procedure. Unfortunately, this clarification was not provided at that time.

As per our internal policy, we will close the account as soon as practicable once the necessary confirmation is received. Since the closure could not be completed without your reply, the account remained active until the process was finalized later.

Regarding your request for a refund, we must respectfully decline. In line with clause 6.6.2 of our Terms and Conditions, “No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.”
As the deposits made after your initial message were actively used for gameplay, a refund cannot be granted.

Thank you for your understanding.

Best regards,
Boomerang Bet Team

Dear AskGamblers Team and Boomerang Bet,

Thank you for your reply.

However, I must strongly disagree with Boomerang Bet’s position.
My initial request on September 14 clearly asked for the closure of my account. From that moment, the casino had a duty to suspend or temporarily freeze my account until the closure was confirmed.

Instead, the casino chose to keep the account active, asking for an additional “reason” before acting. This contradicts responsible gambling principles and common industry standards, where any self-exclusion or closure request must trigger an immediate account restriction — regardless of the player’s follow-up.

If the casino had acted responsibly, I would not have been able to deposit and lose €886 after my initial closure request. Therefore, this loss occurred only because the casino failed to take timely action.

Clause 6.6.2 cannot be applied to this case because the deposits in question were made after the closure request was already submitted.
I respectfully ask AskGamblers to review this case under these circumstances and request that Boomerang Bet issue a refund for these deposits.

Kind regards,
Philipp