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Good afternoon, my name is Juan LG, I am writing to you because on December 17th I suffered a relapse and unfortunately the boomerang-bet website did not allow me to deposit money. I sent an email to Spinanga to block the account, and they did so. I registered at boomerang-bet with my phone number and with my bank account that I already used at spinanga. I have consulted with a lawyer and it is a breach of the Curaçao eGaming Licensing Authority regulations.

I am attaching the screenshots showing the aforementioned income. I remain at your disposal for any information or documents you may need.

Sincerely, Juan LG

Buenas tardes, mi nombre es Juan L. G., les escribo porque el 17 de diciembre sufrí una recaída y desgraciadamente la página boomerang-bet me dejó ingresar dinero. Les envié un correo electrónico a Spinanga para que bloquearan la cuenta, y así lo hicieron. Me registre en boomerang-bet con mi número teléfono y con mi cuenta bancaria que ya utilizé en spinanga. He consultado con un abogado y se trata de un incumplimiento de la normativa de Curaçao eGaming Licensing Authority. 

Les adjunto las capturas de pantalla donde constan los referidos ingresos. Quedo a su disposición para cualquier información o documento que pudieran necesitar.

Atentamente Juan L. G.

Dear juanlopxzz7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise if you have requested a self-exclusion from Boomerang-Bet Casino directly?

Both Boomerang-bet and Spinanga operate under Anjouan license, which adheres to certain regulations.

Just to clarify, is it correct that you’re frustrated because they blocked your ability to withdraw funds in Boomerang-Bet Casino due to your self-exclusion from Spinanga Casino?

Additionally, have you received a refund for your deposits made with Boomerang Bet?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Best regards,

Dominika

Yes, sorry, both casinos are licensed in Anjouan.

The thing is that Spinanga blocked my account because I asked them to self-exclude me. I was registered with my phone number and my bank account.

With my same debit card I deposited money into boomerang-bet.

That's why I'm requesting a refund of what I deposited into boomerang-bet.

Thank you.

Si perdón tienen licencia en Anjouan los 2 casinos.

El caso es que en spinanga me bloquearon la cuenta ya que les pedí la autoexclusión. Estaba registrado con mi número de teléfono y mi cuenta bancaria.

Con mis misma tarjeta de debito ingresé dinero en boomerang-bet.

Por eso solicito un reembolso de lo que ingrese en boomerang-bet.

Gracias.

Dear juanlopxzz7, it’s important to clarify that self-exclusion from one casino does not automatically extend to all your accounts at other casinos that share the same license. Each casino operates independently when it comes to player accounts.

So, if you choose to self-exclude from one casino, it doesn’t guarantee that your accounts at all other associated casinos will be blocked or self-excluded for you. For your protection, it’s crucial to manage your gaming activity across all platforms individually.

Could you please advise if you have requested a self-exclusion from Boomerang-Bet Casino directly?

Is your account still open?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

The owner of these two casinos is rabidi nv, I had tried to deposit money with the same bank account in other casinos of this owner and it did not let me. It is an error of the boomerang-bet casino that they will let me deposit money. Since I excluded myself from spinanga.

El propietario de estos dos casinos es rabidi n.v , yo había intentado ingresar dinero con la misma cuenta bancaria en otros casinos de este propietario y no me dejaba. Es un error del casino boomerang-bet que me dejarán ingresar dinero. Ya que me autoexclui de spinanga.

Dear juanlopxzz7, is your casino account still open?

Have you requested self-exclusion from Boomerang-Bet Casino as advised above?

If so, and the account still has not been closed, could you please forward the account closure requests you sent to the casino? My email address is [email protected].

Hi, it's not open anymore. I didn't self-exclude from Boomerang Bet since I deleted my email.

With the same data I registered in Spinanga, the owner of Rabidi NV: name, place of residence, the same bank account, and my same phone number, I was able to register for Boomerang Bet.

Therefore, I request the return of the deposits.

Thank you.

Hola buenas, no está abierta ya, no me autoexclui de boomerang bet ya que eliminé mi correo electronico.

Con los mismos datos que registre en spinanga del propietario rabidi n.v. nombre, lugar de residencia, la misma cuenta bancaria, mi mismo número de teléfono me dejó registrarme boomerang bet.

Por ello solicito la devolución de los depósitos.

Gracias.

Dear juanlopxzz7, the terms and conditions do not indicate that self-exclusion from one casino automatically extends to all associated casinos. Self-excluding from one casino does not automatically lead to self-exclusion at another, even if both casinos are owned by the same entity. Furthermore, since your account is closed, there is nothing more we can assist you with.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.