BOHO Casino - Antrag des Spielers auf Schließung des Kontos wurde ignoriert.

I am filing this complaint because Boho Casino repeatedly ignored my clear and repeated requests to permanently close my account.

My first account closure request was sent on 20 May 2026. From that date onward, I sent numerous emails explicitly requesting that my account be permanently closed. I repeatedly stated that I no longer wished to gamble and wanted my account terminated immediately.

Despite these requests, the casino did not close my account. Instead, I was contacted by VIP support and a VIP manager, who attempted to retain me as a customer. I received responses encouraging me to stay, was offered benefits, and was even offered a €100 bonus instead of having my account closed.

The casino itself acknowledged that my requests concerned account closure and responsible gambling. Nevertheless, my account remained fully active and I was still able to deposit and gamble.

As a direct result, I continued gambling and suffered significant losses after my first closure request.

Financial impact after my initial closure request:

• Total losses: €3,084
• Total withdrawals: €500
• Net loss: €2,584

I possess complete documentation of this matter, including:

• Multiple account closure requests
• Responses from support and VIP management
• Bonus offers
• Email correspondence
• Screenshots with timestamps

I believe the casino failed to properly act upon my repeated requests to close my account and instead focused on customer retention while allowing continued gambling activity.

I respectfully request that Casino Guru review this case and assist in obtaining:

1. A review of the casino's handling of my account closure requests.
2. Immediate and permanent closure of my account.
3. Reimbursement of the €2,584 lost after my first account closure request.

I am prepared to provide all supporting evidence and screenshots upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear auge88,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your feedback.

The reason for my repeated requests to close my account was that I had lost control of my gambling and wanted to prevent further losses. In retrospect, I would describe this as a gambling problem or gambling addiction.

For this reason, I have repeatedly and unequivocally requested the casino to permanently close my account since May 20, 2026. Instead of closure, however, I was referred to VIP support, contacted by a VIP manager, and encouraged to remain a customer with bonus offers.

My account remained active despite my numerous requests, allowing me to continue depositing and playing. After my initial request to close the account, I incurred further net losses of €2,584.

I will forward all emails and screenshots to you so that you can fully understand the chronology.

Additionally, another incident occurred today. I was credited with a cashback bonus of €93.01. Shortly afterwards, however, this amount was removed. I also have a screenshot of this, which I will attach.

However, the main point for me remains the fact that my repeated requests to close my account were not implemented, and I therefore still had access to my player account.

Thank you very much for your support and for reviewing my case.

Best regards

Liebe Kristina,

vielen Dank für Ihre Rückmeldung.

Der Grund für meine wiederholten Anfragen zur Kontoschließung war, dass ich mein Spielverhalten nicht mehr unter Kontrolle hatte und verhindern wollte, weitere Verluste zu erleiden. Rückblickend würde ich dies als Glücksspielproblem bzw. Spielsucht bezeichnen.

Aus diesem Grund habe ich das Casino seit dem 20.05.2026 mehrfach und unmissverständlich aufgefordert, mein Konto dauerhaft zu schließen. Statt der Schließung wurde ich jedoch an den VIP-Support verwiesen, von einer VIP-Managerin kontaktiert und mit Bonusangeboten zum Verbleib als Kunde motiviert.

Mein Konto blieb trotz meiner zahlreichen Aufforderungen aktiv, sodass ich weiterhin einzahlen und spielen konnte. Nach meiner ersten Aufforderung zur Kontoschließung entstanden mir dadurch weitere Nettoverluste in Höhe von 2.584 €.

Ich werde Ihnen sämtliche E-Mails und Screenshots weiterleiten, damit Sie die Chronologie vollständig nachvollziehen können.

Zusätzlich ist heute ein weiterer Vorfall eingetreten. Mir wurde ein Cashback-Bonus in Höhe von 93,01 € gutgeschrieben. Kurz darauf wurde dieser Betrag jedoch wieder entfernt. Auch hierzu liegt mir ein Screenshot vor, den ich ebenfalls beifügen werde.

Für mich steht jedoch weiterhin die Tatsache im Vordergrund, dass meine wiederholten Anfragen zur Kontoschließung nicht umgesetzt wurden und ich dadurch weiterhin Zugang zu meinem Spielerkonto hatte.

Vielen Dank für Ihre Unterstützung und die Prüfung meines Falls.

Mit freundlichen Grüßen

In addition, I would like to note:

My first request for permanent account closure was made on May 20, 2026.

In the following days, I repeated the closure several times via email.

Instead of my account being closed, I was referred to VIP support and contacted by several VIP managers.

I was offered bonuses, including one for €100 with no wagering requirements.

In my communication, I explicitly stated that I have problems with my gaming behavior and no longer wish to gamble.

Despite my repeated requests, my account remained active and I was able to continue making deposits and playing.

Following my initial closure request, further net losses of €2,584 were incurred.

On May 29, 2026, I was also credited with a cashback bonus of €93.01, which was subsequently removed or marked as "cancelled". Screenshots of this are also available.

I have already sent the complete documentation, including all emails, timestamps and screenshots, to Ms. Kristina via email so that the entire chronology can be traced.

Thank you very much for further reviewing my case.

Ergänzend möchte ich noch festhalten:

Meine erste Aufforderung zur dauerhaften Kontoschließung erfolgte am 20.05.2026.

In den folgenden Tagen habe ich die Schließung mehrfach per E-Mail wiederholt.

Statt einer Kontoschließung wurde ich an den VIP-Support verwiesen und von mehreren VIP-Managern kontaktiert.

Mir wurden Bonusangebote unterbreitet, darunter ein Angebot über 100 € ohne Umsatzbedingungen.

In meiner Kommunikation habe ich ausdrücklich darauf hingewiesen, dass ich Probleme mit meinem Spielverhalten habe und nicht mehr spielen möchte.

Trotz meiner wiederholten Anfragen blieb mein Konto aktiv und ich konnte weiterhin Einzahlungen tätigen und spielen.

Nach meiner ersten Schließungsaufforderung entstanden weitere Nettoverluste von 2.584 €.

Am 29.05.2026 wurde mir außerdem ein Cashback-Bonus in Höhe von 93,01 € gutgeschrieben, der anschließend wieder entfernt bzw. als „abgebrochen" markiert wurde. Auch hierzu liegen Screenshots vor.

Die vollständige Dokumentation mit sämtlichen E-Mails, Zeitstempeln und Screenshots habe ich bereits per E-Mail an Frau Kristina übermittelt, damit die gesamte Chronologie nachvollzogen werden kann.

Vielen Dank für die weitere Prüfung meines Falls.

Thank you for your reply, auge88. I have reviewed all the messages from you, but I haven't found any account closure request in which you specifically informed the casino about your gambling problem. If you saved such a message, please forward it to me.

Also, do I understand correctly that you still have access to your casino account? If you do, I strongly recommend that you send another self-exclusion request.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having 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."

Please send another email to BOHO Casino (support@bohocasino.com) and add me to the copy (kristina.s@casino.guru), please.

I see now, thank you for pointing that out. From what I understand, you sent the email to the VIP Team, instead of the recommended email address listed in the Responsible Gambling policy:

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time (6 months, 9 months, 1 year) or indefinitely. Upon activation, your Player Account will immediately be disabled and you will be excluded from all promotional offers for the selected period. You will not be able to make fiat currency deposits while the limit is active. However, remaining balances, including any successfully processed cryptocurrency transactions that may occur due to the technical nature of cryptocurrency payments, may still be withdrawn manually upon request via our customer support channels. The funds remaining on balance will be paid according to the casino limits. Please note that active self-exclusion does not make you exempt from verification procedure if it's required by the casino to process funds.

To set the limits, please follow the link or alternatively, feel free to reach out to us via LiveChat or by support@bohocasino.com

I have a few additional questions to ensure that I have a complete understanding of the situation

• Have you received any response from the VIP Team?
• Could you please clarify when exactly your account was closed?
• When did you make the last successful deposit?

Thank you very much.

Dear auge88,

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.

Dear Kristina,

Thank you for your message.

Yes, as far as I can now understand, I sent my requests to the regular support or VIP team and not to the email address mentioned in the Responsible Gaming guidelines.

However, my messages to the casino were read and answered. The VIP team and several VIP managers were aware of my wish to permanently close my account. Instead of referring me to the Responsible Gaming department or the dedicated email address, I was forwarded to VIP managers and received bonus offers and further contact.

Regarding your questions:

1. Have I received any answers from the VIP team?

Yes. I received several replies from different employees and VIP managers. I have already forwarded the relevant emails and screenshots.

2. When was my account closed?

My account was closed on May 30, 2026 at 1:40 PM. At that time, I no longer had access to my player account.

3. When was my last successful deposit?

My last successful deposit was made on May 28, 2026 at 5:07 PM.

I consider this date particularly relevant, as I had repeatedly requested the permanent closure of my account since May 20, 2026. Nevertheless, my account remained active, allowing me to continue making deposits and playing.

Additionally, on May 25, 2026, I explicitly stated that I had problems with my gambling behavior and no longer wished to gamble. Even after that, my account remained open.

Furthermore, I neither received the €100 bonus offered by the VIP manager nor the later credited cashback bonus of €93.01, which was subsequently removed from my account.

Thank you very much for your support and for further reviewing my case.

Best regards

Christoph A***

Liebe Kristina,

vielen Dank für Ihre Nachricht.

Ja, soweit ich das inzwischen nachvollziehen kann, habe ich meine Anfragen an den regulären Support bzw. das VIP-Team gesendet und nicht an die in den Responsible-Gaming-Richtlinien genannte E-Mail-Adresse.

Allerdings wurden meine Nachrichten vom Casino gelesen und beantwortet. Das VIP-Team sowie mehrere VIP-Manager waren über meinen Wunsch informiert, mein Konto dauerhaft zu schließen. Statt mich auf die Responsible-Gaming-Abteilung oder die spezielle E-Mail-Adresse hinzuweisen, wurde ich an VIP-Manager weitergeleitet und erhielt Bonusangebote sowie weitere Kontaktaufnahmen.

Zu Ihren Fragen:

1. Habe ich Antworten vom VIP-Team erhalten?

Ja. Ich erhielt mehrere Antworten von verschiedenen Mitarbeitern und VIP-Managern. Die entsprechenden E-Mails und Screenshots habe ich bereits übermittelt.

2. Wann wurde mein Konto geschlossen?

Mein Konto wurde am 30.05.2026 um 13:40 Uhr geschlossen. Zu diesem Zeitpunkt hatte ich keinen Zugriff mehr auf mein Spielerkonto.

3. Wann erfolgte meine letzte erfolgreiche Einzahlung?

Meine letzte erfolgreiche Einzahlung erfolgte am 28.05.2026 um 17:07 Uhr.

Ich halte diesen Zeitpunkt für besonders relevant, da ich bereits seit dem 20.05.2026 wiederholt die dauerhafte Schließung meines Kontos verlangt hatte. Dennoch blieb mein Konto aktiv, sodass ich weiterhin Einzahlungen tätigen und spielen konnte.

Zusätzlich habe ich am 25.05.2026 ausdrücklich erklärt, dass ich Probleme mit meinem Spielverhalten habe und nicht mehr spielen möchte. Auch danach blieb mein Konto weiterhin geöffnet.

Außerdem habe ich weder den von der VIP-Managerin angebotenen Bonus von 100 € erhalten noch den später gutgeschriebenen Cashback-Bonus in Höhe von 93,01 €, welcher wieder von meinem Konto entfernt wurde.

Vielen Dank für Ihre Unterstützung und die weitere Prüfung meines Falls.

Mit freundlichen Grüßen

Christoph A***

Hello auge88,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear auge88,

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, Igor (igor.p@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,

Kristina

Dear auge88,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BOHO Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BOHO Casino representative to join this conversation and participate in resolving this complaint.

Dear BOHO Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Thank you for taking the time to review this case.

After carefully reviewing the complete communication history, we would like to provide some additional context.

Throughout the correspondence, the player contacted our team regarding several different matters, including the verification process, communication with our VIP team, and request related to closing the account.

While the player did express a wish to close the account, the communication at that stage primarily related to the verification process, withdrawal matters, and the player's intention to discontinue using our services. The basis on which the player now primarily relies in support of this complaint was presented in detail during these complaint proceedings, when the events were described retrospectively.

We also note that the player's explanation of the circumstances developed over time. For this reason, we believe it is important to assess the case based on the full chronology and the overall context of the correspondence, rather than retrospectively attributing a different meaning to earlier communications.

The subsequent communication remained focused on resolving the player's account-related concerns, ongoing discussions with the VIP team, and the possibility of reaching a goodwill resolution. The correspondence continued in that context, without a clear shift towards the circumstances that are now presented as the primary basis of this complaint.

For these reasons, we respectfully do not believe it would be appropriate to retrospectively conclude that the subsequent communication constituted a clear disclosure of gambling addiction.

We therefore believe that the chronology, wording, and overall context of the correspondence should be carefully considered when assessing this case and determining whether any reimbursement would be appropriate.

Kind regards,

BOHO Casino Team

Dear BOHO Casino,

Thank you for your response.

To assess the case based on the complete chronology, please address the player’s specific communication dated 25 May 2026, in which he stated that he no longer wished to gamble and that he had problems with his gambling behavior. Could you please confirm whether you have received this email?

Additionally, could you please provide a complete transaction history for 25–30 May, including deposits, withdrawals, and balance movements?

This information is necessary to determine whether any financial activity occurred after the applicable self-exclusion processing period and whether there are any reasonable grounds for a refund.

Thank you for your cooperation.

Dear Igor,

I would like to add to the chronology, as I consider it crucial.

As early as May 20, 2026, I repeatedly and unambiguously informed Boho Casino that I no longer wished to play and that my account should be permanently closed. I reiterated this request repeatedly via email in the following days.

My request was ignored for several days. Although I repeatedly asked to close my account, it remained active. Instead, I was referred to the VIP team, contacted by VIP staff, and received bonus offers.

After losing another €660 on May 25, 2026, I was desperate because nothing had been done despite my numerous requests for closure. Therefore, on May 25, 2026, at 8:06 PM, I wrote to the casino, among other things:

"I hereby demand, for the last time and unequivocally, that you permanently close my player account with immediate effect."

For several days now, I have repeatedly requested the closure of my account via email.

I explicitly stated that I no longer wished to play and that I had problems with my gambling behavior. Nevertheless, my request was ignored, delayed, or met with attempts to win me back. Instead of closing my account, I was even actively encouraged to continue playing.

Today alone I have lost another €660 as a result."

With this email, I made it unambiguously clear, in my view, that I no longer wanted to play and that I had problems with my gaming behavior.

It wasn't until 7:01 PM on May 26, 2026, almost a full day later, that I received a response from the VIP manager. However, my account was still not closed at that time. Instead, I received the following reply:

"If you do not wish to play at this time, you can leave your account unused at any time..."

"Unfortunately, a refund is not possible, but I would like to offer you a bonus of €100 with no wagering requirements."

Despite my explicit request for the immediate closure of my account and my notification of my problematic gambling behavior, my account remained fully active.

More than 24 hours after my email, namely on May 26, 2026 at 8:42 PM, I made another deposit due to my gambling problem as described above.

By the time my account was finally closed on May 30, 2026 at 1:40 PM, I had lost a further €2,424, according to my email of May 25, 2026.

I simply want to clarify the timeline with this addition. From my perspective, the casino knew at the latest since my email of May 25, 2026, at 8:06 PM, that I no longer wanted to play and explicitly had problems with my gambling behavior. Nevertheless, my account remained open for several more days, and I was still able to make deposits.

Thank you very much for further reviewing my case.

Best regards

[redacted by Casino Guru]

Lieber Igor,

ich möchte die Chronologie noch einmal ergänzen, da ich sie für entscheidend halte.

Bereits ab dem 20.05.2026 habe ich Boho Casino mehrfach und unmissverständlich mitgeteilt, dass ich nicht mehr spielen möchte und mein Konto dauerhaft geschlossen werden soll. Diese Aufforderung habe ich in den folgenden Tagen immer wieder per E-Mail wiederholt.

Meinem Wunsch wurde jedoch über mehrere Tage hinweg nicht nachgekommen. Obwohl ich mein Konto immer wieder schließen lassen wollte, blieb es weiterhin aktiv. Stattdessen wurde ich an das VIP-Team verwiesen, von VIP-Mitarbeitern kontaktiert und erhielt Bonusangebote.

Nachdem ich am 25.05.2026 weitere 660 € verloren hatte, war ich verzweifelt, weil trotz meiner zahlreichen Schließungsaufforderungen weiterhin nichts unternommen wurde. Deshalb schrieb ich dem Casino am 25.05.2026 um 20:06 Uhr unter anderem:

„Hiermit fordere ich Sie letztmalig und unmissverständlich auf, mein Spielerkonto mit sofortiger Wirkung dauerhaft zu schließen.

Seit mehreren Tagen fordere ich die Schließung meines Accounts wiederholt per E-Mail.

Ich habe ausdrücklich erklärt, dass ich nicht mehr spielen möchte und Probleme mit meinem Spielverhalten habe. Dennoch wurde mein Wunsch ignoriert, verzögert oder mit Rückgewinnungsversuchen beantwortet. Statt mein Konto zu schließen, wurde ich sogar aktiv dazu motiviert, weiterzuspielen.

Allein heute habe ich dadurch weitere 660 € verloren."

Mit dieser E-Mail habe ich aus meiner Sicht unmissverständlich zum Ausdruck gebracht, dass ich nicht mehr spielen wollte und Probleme mit meinem Spielverhalten hatte.

Erst am 26.05.2026 um 19:01 Uhr, also fast einen ganzen Tag später, erhielt ich eine Antwort der VIP-Managerin. Mein Konto wurde jedoch auch zu diesem Zeitpunkt nicht geschlossen. Stattdessen erhielt ich folgende Antwort:

„Wenn Sie aktuell nicht spielen möchten, können Sie Ihr Konto jederzeit ungenutzt lassen ..."

„Eine Rückerstattung ist leider nicht möglich, ich möchte Ihnen aber einen Bonus in Höhe von 100 € ohne Umsatzbedingungen anbieten."

Trotz meiner ausdrücklichen Bitte um die sofortige Schließung meines Kontos und meines Hinweises auf mein problematisches Spielverhalten blieb mein Konto weiterhin uneingeschränkt aktiv.

Mehr als 24 Stunden nach meiner E-Mail, nämlich am 26.05.2026 um 20:42 Uhr, tätigte ich aufgrund meines bereits geschilderten Glücksspielproblems eine weitere Einzahlung.

Bis mein Konto schließlich am 30.05.2026 um 13:40 Uhr geschlossen wurde, verlor ich nach meiner E-Mail vom 25.05.2026 weitere 2.424 €.

Ich möchte mit dieser Ergänzung lediglich die zeitliche Abfolge verdeutlichen. Aus meiner Sicht wusste das Casino spätestens seit meiner E-Mail vom 25.05.2026 um 20:06 Uhr, dass ich nicht mehr spielen wollte und ausdrücklich Probleme mit meinem Spielverhalten hatte. Dennoch blieb mein Konto noch mehrere Tage geöffnet und ich konnte weiterhin Einzahlungen tätigen.

Vielen Dank für die weitere Prüfung meines Falls.

Mit freundlichen Grüßen

[redacted by Casino Guru]

Dear Igor,

Thank you for your message.

We can confirm that we received the player's email dated 25 May 2026.

Having reviewed the communication, the wording used did not explicitly mention gambling addiction and, at the time, could not be unambiguously understood as a direct disclosure of gambling addiction.

As requested, we have also provided the player's transaction history for the relevant period following this communication.

Kind regards,

BOHO Casino Team

Dear BOHO Casino,

I've replied to your latest email, requesting further clarification.

Please review the email and reply at your earliest convenience.

Dear Igor,

I would like to briefly respond to the casino's statement.

The casino argues that I did not explicitly use the term "gambling addiction." In my opinion, this argument falls short.

I have demonstrably requested a total of 12 times that my account be closed. These emails and timestamps are fully available. Over several days, I repeatedly explained that I no longer wished to play, that my account should be permanently closed, and that I was experiencing problems with my gambling behavior.

In my email of May 25, 2026 at 8:06 PM, I wrote, among other things:

"I hereby demand, for the last time and unequivocally, that you permanently close my player account with immediate effect."

I also wrote:

"I explicitly stated that I no longer wished to play and that I had problems with my gambling behavior. Nevertheless, my request was ignored, delayed, or met with attempts to win me back. Instead of closing my account, I was even actively encouraged to continue playing."

At that point, I was completely desperate. I didn't know how else to make it clearer that I needed help and didn't want to play anymore. If a player requests the closure of their account twelve times within a few days, repeatedly states that they no longer want to play, speaks of problems with their gambling behavior, and yet is still allowed to play, then in my view, this should be understood as a clear warning sign.

Instead of closing my account, I was redirected to VIP support and received bonus offers. It wasn't until 7:01 PM on May 26, 2026, that I received a reply to my desperate email from the previous evening – and even then, instead of offering account closure, I was offered a €100 bonus with no wagering requirements. Less than two hours later, due to my problematic gambling behavior, I made another deposit and lost a further €2,424 before finally closing my account.

I therefore request that the entire course of communication be considered, and not solely the question of whether I used the specific word "gambling addiction." For me, my desire to stop gambling and to close my account permanently was clear and unambiguous throughout the entire period.

Thank you.

Best regards

[redacted by Casino Guru]

Lieber Igor,

ich möchte auf die Stellungnahme des Casinos noch kurz antworten.

Das Casino argumentiert, ich hätte das Wort „Spielsucht" nicht ausdrücklich verwendet. Meiner Ansicht nach greift diese Argumentation zu kurz.

Ich habe nachweislich insgesamt 12-mal verlangt, dass mein Konto geschlossen wird. Diese E-Mails und Zeitstempel liegen vollständig vor. Über mehrere Tage hinweg habe ich immer wieder erklärt, dass ich nicht mehr spielen möchte, mein Konto dauerhaft geschlossen werden soll und ich Probleme mit meinem Spielverhalten habe.

In meiner E-Mail vom 25.05.2026 um 20:06 Uhr schrieb ich unter anderem:

„Hiermit fordere ich Sie letztmalig und unmissverständlich auf, mein Spielerkonto mit sofortiger Wirkung dauerhaft zu schließen."

Außerdem schrieb ich:

„Ich habe ausdrücklich erklärt, dass ich nicht mehr spielen möchte und Probleme mit meinem Spielverhalten habe. Dennoch wurde mein Wunsch ignoriert, verzögert oder mit Rückgewinnungsversuchen beantwortet. Statt mein Konto zu schließen, wurde ich sogar aktiv dazu motiviert, weiterzuspielen."

Ich war zu diesem Zeitpunkt bereits völlig verzweifelt. Ich wusste nicht mehr, wie ich noch deutlicher machen sollte, dass ich Hilfe brauche und nicht mehr spielen wollte. Wenn ein Spieler innerhalb weniger Tage zwölfmal die Schließung seines Kontos verlangt, mehrfach erklärt, dass er nicht mehr spielen möchte, von Problemen mit seinem Spielverhalten spricht und trotzdem weiterhin spielen kann, dann sollte dies aus meiner Sicht als eindeutiges Warnsignal verstanden werden.

Statt mein Konto zu schließen, wurde ich an den VIP-Support weitergeleitet und erhielt Bonusangebote. Erst am 26.05.2026 um 19:01 Uhr erhielt ich auf meine verzweifelte E-Mail vom Vorabend eine Antwort – und selbst dort wurde mir keine Kontoschließung angeboten, sondern ein 100-€-Bonus ohne Umsatzbedingungen. Weniger als zwei Stunden später tätigte ich aufgrund meines problematischen Spielverhaltens erneut eine Einzahlung und verlor bis zur endgültigen Kontoschließung weitere 2.424 €.

Ich bitte daher darum, den gesamten Kommunikationsverlauf zu berücksichtigen und nicht ausschließlich die Frage, ob ich das konkrete Wort „Spielsucht" verwendet habe. Für mich war mein Wunsch, nicht mehr spielen zu wollen und mein Konto endgültig schließen zu lassen, über den gesamten Zeitraum eindeutig und unmissverständlich.

Vielen Dank.

Mit freundlichen Grüßen

[redacted by Casino Guru]

Dear auge88,

After a thorough review of this case, I came to the following conclusion:

Your first emails, even though there were many of them, cannot be considered clear self-exclusion requests, since no such words were used. When requesting self-exclusion, it is essential for the player to clearly inform the casino about their gambling struggle.

After your first message, in which you at least partially mentioned a gambling problem, all of your deposits were made within three business days of this request. Since it might take a while for the casino to close accounts, we deem this timeframe to close the account as a reasonable.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor