Problem

I advised my VIP rep that I had a gambling addiction. The casino rep then closed my account which is fine.

However I have been trying to get back my cash balance of $1000.

I've waited a few days and have not had a proper response from them.

There are no free spins or any bonus active - The $1000 is 100% cash and is my money

Resolution:

I would like the casino to pay the $1000 back to me

Dear Richardk,

Thank you very much for submitting your complaint.

I’m sorry to hear about your problem.

To help us clarify and investigate your case, could you please provide the following details:

1. At the time you requested your account closure for self-exclusion, was your active balance exactly $1,000 in cash (with no bonuses, cashback, or free spins)?
2. On what date did you make your self-exclusion/closure request?
3. Did you receive any confirmation (such as an email acknowledgment, reference number, or chat transcript) when the casino closed your account? If so, could you forward or describe it?
4. Which email address or support channel did you use to contact your VIP rep and request the closure?
5. Have you followed up since your initial request, and if so, what responses (if any) have you received from the casino?

Please feel free to forward any relevant communication or supporting documents directly to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

At the time you requested your account closure for self-exclusion, was your active balance exactly $1,000 in cash (with no bonuses, cashback, or free spins)?

I did not request for closure at anytime. As soon as I mentioned that I had a gambling addction they then closed my account then cancelled my withdrawal. There were no active bonus, cashback or free spins involved.

On what date did you make your self-exclusion/closure request?

On the 28th April I advised them of my gambling addiction.

Email transcript

At this point my account was closed and withdrawral cancelled

---------- Forwarded message ---------

From: VIP Department Boomerang=Bet Casino (email address deleted by www.kpvfaw.com)

Date: Mon, 28 Apr 2025 at 19:43

Subject: Sports betting

To: (email address deleted by www.kpvfaw.com)

I want to let you know that your account was successfully closed.

Boomerang-Bet Casino is fully committed to supporting responsible gaming initiatives and encourages you to find information on responsible gaming on the websites of the organizations below.

In addition to professional help, you'll also find apps that, when downloaded, restrict your access to gaming.

http://www.gamblersanonymous.org/ga/

http://www.gamblock.com/

http://www.gamcare.org.uk/

http://www.betfilter.com/

https://www.gamblingtherapy.org/

Wish you all the best!

Kind regards,

VIP Department Boomerang-Bet Casino

I then asked about my withdrawal - There was no cashback, bonus or free spins

---------- Forwarded message ---------

From: Richard K  (email address deleted by www.kpvfaw.com)

Date: Mon, 28 Apr 2025 at 19:44

Subject: Re: Sports betting

To: VIP Department Boomerang=Bet Casino (email address deleted by www.kpvfaw.com)

Thank you, I appreciate your help.

I would like to confirm that the remaining balance will be sent to my bank account?

Reply from casino

--------- Forwarded message ---------

From: VIP Department Boomerang=Bet Casino (email address deleted by www.kpvfaw.com)

Date: Mon, 28 Apr 2025 at 20:18

Subject: Sports betting

To:  (email address deleted by www.kpvfaw.com)

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

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.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

Kind regards,

VIP Department Boomerang-Bet Casino

Have I followed up about my request to get money back?

Yes but they keep saying that they are investigating with the relevant department with no resolution.

I've seen this before and I think they hope that you just give up and don't follow up

Hi Richardk,

Thank you for providing the email transcript and clarifying that your account was closed immediately after you disclosed your gambling addiction, without you actively requesting closure.

While we understand your frustration, please note that waiting around two weeks for a refund to be processed is not uncommon, especially if the casino has referred the case to an internal department for review. However, to make sure there are no unnecessary delays, we’d like to clarify a few things:

1. Was your casino account already fully verified (KYC completed) before the account was closed?
2. Have you received any update at all from the casino since their last message stating that they were investigating the issue?

Thank you in advance for your reply.

Hello,

Thanks so much for responding

Before account closure I submitted my photo ID and selfie, I didn't recieve any further feedback in regards to if more information being required.

At the moment they said that my request is still with the relevant department. They never say what the holdup is about when I ask etc. Also they have not told me yet if my refund has been approved or anything like that.

I'm disabled so it makes it very hard to afford general items because they have a lot of my money.

THanks

Hi Richardk,

Thank you very much for your reply and for sharing additional information.

Just to make sure there hasn't been any misunderstanding due a potential translation issue, could you please confirm one more detail:

• Was your balance of $1,000 made up of winnings from a real money deposit, or had your account been closed immediately after you made a deposit—before you had the chance to wager it?

This detail is crucial for us to clearly understand the timeline and the source of your balance before the account closure. Please also let us know if you've received any response from the casino since your last message, even if it was just a generic update.

I hope we will be able to help you to resolve this issue as soon as possible.

Confirming I wagered the money and the $1000 did not have a bonus.

If there was bonus money involved it would only be $2 - $3 and the wagering requirements had been met.

When I said I had a gambling addiction my account was immedently closed and my $1000 withdrawal was cancelled.

I did not request for my account to be closed at any stage. The $1000 balance is what I had left after playing some games then went to my vip host to let him know I have a gambling addiction.

At this stage I still have had no further response from them apart from saying hopefully they will have a response shortly after following up for probably the 20th time ??.

The $1000 is my money and no bonus involved so I believe it is fair that they give it to me. I don't understand what the holdup is about. At one stage I did win up to $6000 and felt sick after $1000 was left.

I was thinking what could cause an investigation.

Then I asked him if it's related to a malfunction, he said to me yes it is related to a poential malfunction and my refund request.

I'm not sure why they did not tell me that as I would of understood and knew it will take a while to resolve.

Thank you very much, Richardk, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Richardk,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear All,

Thank you for your message.

We are currently reviewing the matter and working diligently to gather all relevant information regarding the query. We sincerely apologize for the delay in our response and appreciate your patience. Please note that this process may require a bit more time to ensure a thorough and accurate resolution.

We will update you as soon as we have more details.

Best regards,

Boomerang-bet Team

Thank you very much for replying.

If the investigation finds that there was a malfunction , does that mean I have lost the $1000 or could I be elligable for just the deposit back? I'd be more then happy to be paid the intial deposit of $800 if it was a malfunction

Getting the $1000 back is very important to me because I am disabled and need money

to function ie buying essential items etc.

Dear Richardk,

Thank you for your cooperation. I am extending the timer by 7 days let me know if you need more time.

I am just letting you know that my complaint has been resolved.

The casino has decided to refund my money.

Thank you very much for your help Jozef.

Dear Richardk,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef