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

I've been trying for over two months to get my account blocked, but unfortunately, I keep depositing and playing. I've told the casino they should block my account, but each time they've talked me out of it and I've continued playing. Since then, I've lost over €1200. If the casino is to be fair, they should refund a portion of my losses. Please look into this. Thank you in advance.

İch versuche schon seit über 2 Monaten das sie mein Konto sperren leider zahle ich immer wieder ein und spiele das habe ich dem Kasino mitgeteilt das sie mein Konto sperren sollen jedesmal wurde ich umgestimmt und habe weiter gespielt seit dem habe Ich über 1200 Euro verloren sollte das Casino Fair sein müssen sie ein Teil meiner Verluste zurück erstatten . Bitte das zu prüfen. Danke schon im Vorhinein.mfg

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 ayho55,

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:

Players can also contact the support team via email support@bohocasino.com to inform them of their decision to stop gambling on the website, whether for a definite or indefinite period of time. The support team will take the necessary steps to block the player's access to their account and ensure that no promotional materials are sent to them during this period.

If a player is self-excluded from the casino, they will be unable to log into their account or request a withdrawal of any remaining balance. However, once self-excluded, the player can reach out to the support team via email to initiate a withdrawal of their remaining balance.

The support team will respond within a reasonable timeframe, providing information on how to proceed with the withdrawal and assisting the player through the process. It’s important to note that active self-exclusion does not exempt a player from the verification procedure, should it be required by the casino to process the funds. Any remaining funds will be paid out according to the casino's withdrawal limits.

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

Why wasn't my account blocked immediately? It took over two months and wasn't blocked even though I sent at least eight emails requesting it. During that time, I lost over €1200. Therefore, I would like you to compensate me for my loss. Sincerely,

Warum wurde mein Konto nicht gleich gesperrt . Es dauerte über 2 Monate und wurde nicht gesperrt obwohl ich min.8 Mal eine E-Mail gesendet habe um mein Konto zu sperren . Und in der Zeit habe ich über 1200 Euro verloren . Darum möchte ich das sie mein Verlust ersetzen .mfg

Dear CasinoGuru and Player,

Thank you for your patience. We would like to inform you that the player’s account has been closed upon his request.

We would also like to note that we consider the refund request to be irrelevant, as after requesting the account closure, the player asked us to wait and not close the account.

We have attached screenshots of the correspondence with the player.

Best regards,

Bohocasino Team

What they're claiming isn't true; they only shared information that benefits them. I've always told them to immediately block my account. Unfortunately, I was constantly lured in with their bonuses and encouraged to keep playing. That's why it's important that they compensate me for my losses, assuming they're a reputable casino.

Das was sie da behaupten ist nicht wahr sie haben nur das geteilt was für sie von Vorteil ist ich habe immer gesagt das sie mein Konto sofort sperren sollen . Würde leider immer wieder mit Bonusse von ihnen überredet. Und zum weiterespielen gelockt . Darum ist es relevant das sie meinen Schaden ersetzen. Sollten sie seriöses Casino sein .

Dear BOHO Casino Team,

Thank you for your message. At this stage, we are focusing on collecting the player’s information so that the complaint can be reviewed properly. Once the player provides the requested evidence, we will be able to assess the case and follow up with you for any additional clarification. Thank you for your understanding.

Dear ayho55,

Thank you for your reply. Could you please forward your self-exclusion requests as well as proof of the deposited funds made after the request?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello, I sent Guru all the documents, the email, and the deposit information. I hope it will be resolved fairly. If someone wants to self-exclude, they shouldn't be pressured by the casinos and should agree to a ban immediately without being persuaded. Nobody wants to self-exclude for fun.

Hallo ich habe Guru alle Unterlagen gesendet die E-Mail und Einzahlungen. İch hoffe daß es gerecht geregelt wird .wenn jemand einen selbstausschluss haben will sollte er von den cosinos nicht überredet werden und ohne zu überreden eine Sperre sofort zustimmen . Keiner will zum Spaß einen selbstausschluss.

Dear ayho55, thank you for your reply. Unfortunately, as of now, I have not received any emails from you, could you please check again? Additionally, could you please advise what email address have you used?

Thank you in advance for your response.

Dear ayho55,

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, I've sent you all the documents by email. Please provide me with the email address to which I should send them. Regards

Hallo ich habe ihnen die ganzen Unterlagen per E-Mail gesendet . Bitte geben sie mir E-Mail Adresse an die ich senden soll .mfg

Hello ayho55,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.

Dear ayho55,

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, I've sent all the documents, please check them. Otherwise, I'll send them again. Regards

Hallo ich habe die ganzen Unterlagen gesendet bitte schauen sie nach ansonsten sende ich es noch einmal .mfg

Thank you for your response.

Unfortunately, despite our repeated requests, we have not received the requested evidence from you. Based on the information currently available, your account closure requests appear to have been related to canceled withdrawals and missing daily cashback, rather than gambling-related concerns.

As no responsible gambling issues were mentioned, we cannot consider these requests sufficient evidence of a self-exclusion request.

If you have evidence showing that you explicitly informed the casino about gambling problems and requested self-exclusion, please send it to us. Otherwise, we will unfortunately have to reject the complaint due to insufficient evidence.

Thank you for your understanding.

Dear ayho55,

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