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**Specific Loss Timeline:**

All losses occurred on **March 31, 2026**, because the account was still active 6 days after my request. I was allowed to make the following deposits in rapid succession for total

**Total: €687.00**

**Counter-argument to Casino T&Cs:**

The casino is currently citing clause 6.6.2 (no refunds for placed bets) to deny my request. I formally contest this: the clause is **invalid** in this case because the bets were only possible due to the casino's failure to fulfill its **Duty of Care**. A self-exclusion request for addiction overrides standard refund policies; the casino cannot profit from deposits that should have been blocked 6 days prior.

**Operational Failure:**

The admission by operator "Benedict" regarding "high message volume" as the cause for the 6-day delay is a clear admission of **operational negligence**. Under its gaming license, the operator is required to have sufficient resources to process self-exclusion requests immediately. A 6-day delay is not a "slow workflow," it is a direct violation of player protection protocols.

I previously opened a complaint on Casino Guru, but it was closed because the mediator did not properly weigh the operator's explicit admission of negligence ("high volume of messages"). I am seeking a second opinion here because I believe a 6-day delay in processing a self-exclusion request—admitted by the casino staff themselves—is a clear violation of the license's Responsible Gambling standards, which was overlooked in the previous assessment.

Hi ▇▇▇▇▇▇▇▇ - welcome to CasinoReviews.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Unfortunately you have chosen to play with a weakly licensed property. These operators function without appropriate licensing specifically so they do not have to adhere to the standards set out by regulatory authorities surrounding the protection of vulnerable players. As such, the chances of them deciding to take appropriate action in a case like this simply because we asked them to is vanishingly small.

You may find the free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 119k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in the Responsible Gambling Directory.

Thanks,
CasinoReviews.com Complaints Team

Hi Giallu123,

As an ADR provider this service is only approved to manage complaints in English. As such, whilst you should feel free to send messages in the language that you are most comfortable communicating in, we can only offer responses in English.

As mentioned previously, since you chose to play with a weakly licensed casino, we won't be able to assist you further with this case.

Sorry we couldn't be of more help.

CasinoReviews.com Complaints Team

If the player chooses to play with weakly licensed operators the protections they will offer against gambling addiction will be minimal. Our intervention won't change that.

On **March 25, 2026**, I sent a formal request for self-exclusion via email due to gambling addiction. Despite my clear request, the casino failed to block my account for 6 days, allowing me to deposit and lose **€687.00**.

**Evidence of Negligence:**

**Email proof:** I have the timestamped email sent on March 25.

**Operator Admission (Benedict):** During a live chat, the operator "Benedict" explicitly admitted that the delay was caused by their internal "high volume of messages" and "slow workflow."

**Contradiction (Billie):** On March 31, operator "Billie" confirmed the request was already "in processing," proving they had received the original email days prior.

The casino is refusing a refund by citing their T&Cs, ignoring that those losses occurred solely because they failed to fulfill their **Duty of Care** and mandatory Responsible Gambling protocols. A previous mediation on another portal was closed without properly considering the operator's admission of negligence. I am requesting a full refund of the funds lost after my initial request.



Live Chat 31/03/2026:

## Chat transcript

![avatar.png](https://blexr.zendesk.com/attachments/token/QiiwCd2ljM4s6fPXOMJytJpLZ/?name=image.png)

Boomca Bot

Tue, 31 Mar 2026 14:48:40 CEST

Hello. Please choose your language by pressing the button down below.

![avatar.png](https://blexr.zendesk.com/attachments/token/jL9S3FeOPoUCVdFAjk1GHmiVW/?name=image.png)

Boomca Bot

14:48

👉 🌍

🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano🇪🇸 Español 🇫🇷 Français🇵🇹 Português 🇭🇷 Hrvatski🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština🇱🇻 Latviešu Other

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

14:48

🇮🇹 Italiano

![avatar.png](https://blexr.zendesk.com/attachments/token/8xBajdVZARHSC70eBf1At0YED/?name=image.png)

Boomca Bot

14:48

Scegliere un'opzione:

Supporto VIP Assistenza Clienti

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

14:48

Assistenza Clienti

![avatar.png](https://blexr.zendesk.com/attachments/token/ia7VoUwy4AWBSCGh1PKRjKscN/?name=image.png)

Boomca Bot

14:48

Ti sto mettendo in contatto con una persona reale. 👤

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

14:55

Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

![avatar.png](https://blexr.zendesk.com/attachments/token/1rJua9fIvW45NEQqmFxSsNucY/?name=image.png)

Billie

14:58

Hello! My name is Billie. I will assist you today.

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

14:59

Salve ho inviato un e-mail mercoledì 25 e non ho avuto risposta

![avatar.png](https://blexr.zendesk.com/attachments/token/uZCrKjvrnrKWXhFNBUzQXLIKH/?name=image.png)

Billie

14:59

Let me check it, please

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

14:59

Ok

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

15:02

Ci sei?

![avatar.png](https://blexr.zendesk.com/attachments/token/KmH8bQABbhSUIONQ5XdOD0C5v/?name=image.png)

Billie

15:02

Yes, I can see that your request is currently being processed. We are currently experiencing a high volume of requests, but one of our specialists will get back to you very soon. We apologize for the inconvenience and thank you for your patience.

▇▇▇▇▇▇▇▇▇▇▇▇▇▇

15:03

Ok grazie

![avatar.png](https://blexr.zendesk.com/attachments/token/E7wglc8fpGq2vwisKxgTXQys9/?name=image.png)

Billie

15:03

Thank you for contacting customer support. If you need further assistance, please let us know. Have a nice day!

Live chat :

Boomca BotMon, 13 Apr 2026 17:19:29 CESTSalve. Seleziona la lingua premendo il pulsante qui sotto.

Boomca Bot17:19👉 🌍🇬🇧 English 🇩🇪 Deutsch 🇮🇹 Italiano 🇪🇸 Español 🇫🇷 Français 🇵🇹 Português 🇭🇷 Hrvatski 🇵🇱 Polski 🇬🇷 Ελληνικά 🇨🇿 Čeština 🇱🇻 Latviešu Other▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:19🇮🇹 Italiano

Boomca Bot17:19Scegliere un'opzione:Supporto VIP Assistenza ClientiGianluca Stefano Coppa17:19Assistenza Clienti

Boomca Bot17:19Ti sto mettendo in contatto con una persona reale. 👤

Benedict17:20Hello! I'm Benedict, how can I help you today?

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:20salve in base alla mia richiesta di rimborso vorrei sapere l'esito

Benedict17:22All refund requests are processed through our email. Did you write there?

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:22si ma non ho avuto risposta

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:22puo' controllare

Benedict17:23Please repeat a message, it might have got lost. We apologise for that, it's just that we handle a very big amount of messages

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:23in che senso?

Benedict17:24Just send a new email so it's checked within a few hours

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:24ok ma lei non puo' controllare?

Benedict17:24It will eventually be checked, but if you want a quick response it's better to write another message.

Benedict17:25I could have told you just to wait for a response, but I'm advising you how to make it quicker 🙂

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:25ok

Benedict17:25Can I assist you with anything else?

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:26no

Benedict17:26Glad to help! You can rate this chat if you enjoyed your support experience Thank you! 🙂

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:27entro quanto

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:27tempo devono rispondermi all'email?

Benedict17:28I can't give you an exact answer for that, because it varies because of the worklflow. But I am sure that if you write a message you'll get a reply in a few hours.

▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇17:28ok grazie

Benedict17:28Glad to help! You can rate this chat if you enjoyed your support experience Thank you! 🙂

Boomerang Casino - Serious Breach of Responsible Gambling - 6-day delay in Self-Exclusion

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