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I recently received a phone call from this casino asking if I wanted to reopen the account that had been closed permanently in 2024 due to a gambling addiction, to which I replied that I wanted the account to remain closed. When I went to check the website I found that the account had been reopened without my consent.

I've emailed them several times and I've spoken to them in chat and all they say is that they're going to close the account and it will always remain active.

Gambling addiction is something very serious and having the account open isn't doing me any good. I don't know what to do anymore because from what I can see this casino doesn't have this kind of concern for mental health and that often leads us to have less correct attitudes.

Unfortunately I'm trying to overcome this problem and I just want my account closed, that's all. I know I'm not the only one with this problem, but this type of house only sees profits without looking at the means. It's a disgrace and I hope that this complaint will also help to ensure that no other users of this type of casino experience the same thing. This casino is very bad and has no respect for its users

Recentemente recebi uma chamada telefónica deste casino a perguntar se queria reabrir a conta que tinha sido encerrada definitivamente em 2024 devido a um vício de jogo, a essa mesma chamada respondi que queria que a conta se mantivesse encerrada. Quando fui confirmar ao site verifiquei que a conta tinha sido reaberta sem o meu consentimento.

Tenho envidado vários email e tenho falado com eles no chat e apenas dizem que vão encerrar a conta e ela permanence sempre ativa.

O vício de jogo é algo muito sério e que ao ter a conta aberta não está a ser nada benéfico para mim. Já não sei o que fazer mais porque pelo que vejo este casino não tem este tipo de preocupação com a saúde mental e que muitas vezes nos leva a ter atitudes menos corretas.

Infelizmente estou a tentar superar este problema e quero que me encerrem a conta, só isso. Sei que não sou o único com este problema mas este tipo de casas apenas vê os lucros sem olhar a meios. É uma vergonha e espero que esta reclamação ajude também a que mais nenhum utilizador de este tipo de casas passe pelo mesmo. Este casino é muito mau e não tem qualquer tipo de respeito pelos utilizadores

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Dear Jorgesilva26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem concerning the reopening of your account and the difficulties you’ve faced in trying to have it closed.

To better understand your situation and assist you effectively, could you please provide us with some additional details? Specifically:

• When exactly was your account closed and subsequently reopened?
• Can you confirm if you have received any written communication from the casino regarding the reopening?
• Have you documented the emails and chat conversations you’ve had with the casino representatives regarding your self-exclusion?

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

Best regards,

Petra

Good evening

The account was closed on 7/2024 and from the emails I received I understood that it was reopened on 27/2/2024. I received a phone call after the account had been reopened asking if I wanted to reopen it, to which I replied that I did not want to reopen the account.

I didn't receive any communication from the casino saying that the account would be reopened and I have the emails sent asking for the account to be closed

Boa noite

A conta foi encerrada em 7/2024 e pelos e-mails de que recebi percebi que foi reaberta em 27/2/2024. Recebi uma chamada telefónica já depois da conta ter sido reaberta a perguntar se queria reabrir a qual respondi que não queria reabrir a conta.

Não recebi nenhuma comunicação do casino a dizer que a conta seria reaberta e tenho os e-mail enviados a pedir o encerramento da conta

Hello Jorge,

Thank you for sharing

We’re sorry to hear about the situation you’ve described and understand your concern regarding the status of your account, especially after a self-exclusion request.

We would like to clarify that your case has been reviewed, and the account has now been closed. The account was reopened unintentionally, and this issue has already been handled internally

We appreciate you bringing this to our attention and remain available to assist you further.

Kind regards,

Boomerang-Bet Casino Team

Thank you both for your replies and for providing the previous details.

Jorgesilva26, could you please confirm that your account is now closed and that you have not had any gambling activity since its erroneous reopening?

We understand that your complaint is valid; however, due to the amount of time that has passed, our policy prevents us from pursuing cases considered "cold cases," as gathering evidence and reconstructing an accurate timeline becomes too difficult after such a period.

• May I now mark your complaint as resolved in our system?

Thank you again for your cooperation.

Dear Jorgesilva26,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru