BOHO Casino - Το αίτημα κλεισίματος λογαριασμού του παίκτη αγνοήθηκε.

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.

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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 [email protected].

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 ([email protected]) and add me to the copy ([email protected]), 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 [email protected]

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.