BoaBoa Casino - Der Antrag des Spielers auf Selbstausschluss wurde ignoriert.

Hello,

I clearly informed BoaBoa by email on October 29, 2025, that I am addicted to gambling and request immediate self-exclusion from my account as well as from the operator, Stellar Ltd. This email was also confirmed by the system.

Nevertheless, my account was not blocked and I was able to continue depositing and playing, resulting in further losses.

BoaBoa now claims that the first request was only made on January 21, 2026. That's incorrect. If my original request can no longer be found internally, that's due to their system, not me.

After I clearly reported my gambling addiction, they should have banned me immediately. That didn't happen.

I therefore demand the reimbursement of all losses from October 29, 2025 onwards.

Unfortunately, the casino is not responding to my emails.

Hallo,

ich habe BoaBoa bereits am 29.10.2025 per E-Mail klar mitgeteilt, dass ich spielsüchtig bin und eine sofortige Selbstsperre für mein Konto sowie für den Betreiber Stellar Ltd. möchte. Diese Mail wurde auch vom System bestätigt.

Trotzdem wurde mein Konto nicht gesperrt und ich konnte weiterhin einzahlen und spielen, wodurch weitere Verluste entstanden sind.

BoaBoa behauptet jetzt, die erste Anfrage wäre erst am 21.01.2026 gewesen. Das ist falsch. Wenn meine ursprüngliche Anfrage intern nicht mehr auffindbar ist, liegt das an deren System und nicht an mir.

Nach der klaren Meldung meiner Spielsucht hätten sie mich sofort sperren müssen. Das ist nicht passiert.

Ich fordere daher die Rückerstattung aller Verluste ab dem 29.10.2025.

Leider antwortet das Casino auf meine E-Mails nicht.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@boaboa.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

Dear Player,

Thank you for your response. Could you please forward your original self-exclusion request along with any relevant communication directly to my email? You can reach me at attila.g@casino.guru.

Additionally, could you please attach a bank statement covering the relevant period as well?

Thank you in advance for your cooperation.

Dear gandhi1988,

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.

Hello Attila,

I sent the extract for the relevant period to the email address.

Thanks and regards

[Redacted]

Hallo Attila,

ich habe den Auszug für den relevanten Zeitraum an die Email-Adresse geschickt.

Danke und Gruß

[Redacted]

Dear Player,

Thank you for providing the forwarded evidence. In order for me to better help you with this issue, could you please send a screen recording of your sent emails, including your self-exclusion request from October 29th?

Thank you for your patience and cooperation.

Hello, I am currently on vacation and will make it available as soon as I get home.

Hallo, ich befinde mich aktuell im Urlaub und stelle es bereit, sobald ich wieder zu Hause bin.

Dear Player,

Thank you for your reply. Please let me know if you have had the chance to address my previous request.

Best regards,

Attila

I sent you an email and the video via WeTransfer.

It's only valid for three days, but it would be great if you could take a look at it.

Habe dir eine E-Mail geschickt und das Video per WeTransfer.

Es ist aber nur drei Tage gültig, wäre schön, wenn du es dir anschaust

Dear Player, thank you for your response. We regret to inform you that we are unable to review the evidence, as the video has already expired. Would it be possible for you to resend it in a different format, preferably as an email attachment?

Thank you for your patience and cooperation.

Dear gandhi1988,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player,

Could you please confirm whether you currently still have access to your account?

Additionally, could you please forward receipts of the deposits made following your self-exclusion request?

Please note that we are unable to work with evidence shared via WeTransfer, as it is not accessible after 72 hours. Therefore, I kindly ask you to refrain from using this method.

I look forward to your response.

The account is closed.

The payments received after the application totaled €2400.

Unfortunately, I have no transaction history, as the casino no longer responds to emails.

Do you have any other ideas on how I can send you the video?

It has 45 MB

Das Konto ist geschlossen.

die Einzahlungen nach dem Antrag hatten eine Gesamtsumme von 2400€.

Leider habe ich keine Transaktionshistorie, da das Casino auf keine mehr emails antwortet.

hast du noch eine andere Idee, wie ich dir das Video schicken kann?

Es hat 45 MB

Thank you for your response. Could you please confirm the exact date when the casino closed your account? When was the last time you made a deposit in this casino?

Thank you in advance for your reply.

The account was closed on January 21, 2026.

This concerns all transactions between October 29, 2025 and January 21, 2026.

Der Account wurde am 21.01.2026 geschlossen.

es geht um alle Transaktionen zwischen dem 29.10.2025 und dem 21.01.2026

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello gandhi1988, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of BoaBoa Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear gandhi1988,

Thank you for reaching out to us.

We are sorry to hear about your frustration.

Please be informed that your case has been forwarded for further review and you will be contacted as soon as possible with further information.

We thank you for your patience and understanding.

Kind regards,

BoaBoa Team

Dear gandhi1988,

Thank you for your patience.

We would kindly ask you to check your emails where we offered you a refund of 2400 EUR.

If you agree, please provide us with your details in order to proceed with the transaction.

Thank you for your understanding.

Kind regards,

BoaBoa Team

Dear BoaBoa Casino, while waiting for the player's response, could you please confirm the account has been permanently closed, marked as "gambling addict" and all marketing communication towards him has been turned off? Thank you.

Hello,

I have already replied and agree.

However, as stated in the email, my request is that you process the transaction via cryptocurrency, as my bank account is closed and no longer exists. Therefore, I am currently unable to receive any money into my bank account.

I have given them my wallet address.

thanks in advance

Hallo,

Ich habe bereits geantwortet und bin einverstanden.

Meine Bitte ist jedoch, wie in der Email geschrieben, dass sie die Transaktion via crypto durchführen, da mein Bankkonto geschlossen ist und nichtmehr existiert. Daher kann ich aktuell kein Geld auf mein Bankkonto empfangen.

Meine wallet Adresse habe ich ihnen mitgeteilt.

Danke im Voraus

Thank you for the confirmation, dear gandhi1988, much appreciated.

Dear BoaBoa Casino, could you please confirm the following:

• reception of the crypto wallet details which are to be used for the refund processing
• refund has been processed on your end successfully
• account has been permanently closed, marked as "gambling addict" and all marketing communication towards him has been turned off

If there are any issues with the payment option change or the crypto transfer, please let us know ASAP. Thanks.

Dear gandhi1988,

Thank you for your patience and the provided information.

We are happy to inform you that your payment has been successfully complete.

We thank you for your cooperation.

Kind regards,

BoaBoa Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear gandhi1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej