Problém s výběrem v online kasinech - Bezpečnost online

I had been dealing with an online casino in regards to withdrawing some money.

After mentioning to the staff that I had gambling issue, they then closed my account and cancelled my pending withdrawal

When I chat with them they just say that once an account is closed any balances are then void.

Should I continue to fight this as it is quite a significant amount of money.... There is no release requirements ie wagering requirements etc. I've never requested for my account to be closed but understand why, it is to protect my from harm.

Hey, I would definitely fight for the money. If you won there I think they should pay you the money first and then close your account after you mentioned that you have gambling issues. 

They definitely shouldn't do it the other way around and even void the winnings. 

Can I know what casino this is please? 

Hi Jaro,

The company name is Boomerang bet and the URL where I used to sign in at is https://boomerang-bet1.com/.

My username that I use to logon with is [email protected].

I've kept on the case, they said they will check with the relevent department and get back to me but I don't have much confidence. At no stage did I ask to close my account, I just said I have a gambling addiction then the VIP agent closed my account without sending the winnings to my bank account.

I asked for the money then he said your account is closed and your balance is now void. The amount in question is $1000, this is money I despretely need.

When challenging his response he referred to the T&C's below but I did not even ask for my account to be closed. I'm happy that the account is closed but I need the money.

3.7 :- Closure of your account: You may request the closure of your account at any time by sending an email to customer support.

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

I clearly understand your situation. 

I would say that when a player mentions a gambling problem, it is best to close the account as soon as possible to avoid further losses. I'd say that's helpful if the casino responds quickly. 

On the other hand, sometimes you may need to communicate it as it is. That the player is sometimes afraid of his withdrawal, of losing it and therefore if the casino could do something about it. 

But they shouldn't take your money even if you mention this thing, they should pay you the money and then close your account. 

If you can't sort it out with them, you can contact us and we'll try to help.

Thanks so much for reply Jaro,

At the moment they are still checking for me.

The link where they responded to my review is below

https://casino.guru/boomerang-bet-casino-review-1#tab=js-tab-reviews

I'll keep you updated as I will keep pushing

I saw that reply from casino.

I spoke with my colleague and he said you should open a complaint with us.

In the answer casino told you and cited some Terms so most likely it won't be further investigation here from their side.

Also there was some bonus, can you tell please how far did you get with wagering? They told in your user review that: "there were outstanding bonus or wagering conditions, the balance in question was not eligible for withdrawal" that means it could be that when your money was under wagering they couldn't not be withdrawn.

Hello Jaro,

Thanks so much for helping.

I have no bonuses at all, I very rarley take them at all.

The money is 100% cash with no bonus turnover requirments. The amount I am trying to get back from them is $1000 cash

Thanks

According to what the casino said, it was different. Did you see the answer you sent me? 

Would you be interested in opening a complaint with us? 

Hi Jaro,

At the moment I am waiting for the VIP manager to get back to me. A few days a go he said that a request has been sent to the deapartment responsible.

They are not telling the truth as there was no bonus or anything like that involved. He keeps saying please wait for a response from me

Thanks

So try to wait what he tells you and when you get something relevant, let me know and we will take the next step accordingly. 🙂

Yep I do think he is going to reply with a good outcome. Each day I have emailed him telling what will happen next.

1. Online post
2. Review

Finally the big one is complaining to the ACMA which will get the site blocked. The ACMA contacts the providers and asks them to block the site.

Would lodge a complaint to the ACMA here - https://www.acma.gov.au/blocked-gambling-websites

I think he will come running back saying, please don't complain to them because they would have a lot of Australian players.

Interesting, so we'll see how it goes and how the casino behaves. 

In your case, you describe one situation and the casino has a slightly different view, so it's already confusing. 

So I would rather wait and see how it develops.