BoaBoa Casino - La cuenta del jugador fue reabierta de forma inapropiada.

Ladies and Gentlemen

I had my account at BoaBoa Casino permanently closed some time ago due to gambling addiction.

Today, however, I managed to have my account reactivated within minutes via email support. This only happened after I agreed to a disclaimer. In my opinion, this is by no means a responsible way to treat vulnerable players.

An account that has been closed due to a reported gambling addiction should not be so easy to reopen – or even possible at all. Many other reputable providers categorically prohibit reopening in such cases, or at least subject it to strict safeguards and waiting periods.

I have already provided you with all the screenshots documenting the entire process from account closure to reopening.

I ask you to review this process and assess whether the provider's behavior is compatible with the requirements for player protection and responsible gambling.

Best regards

Sehr geehrte Damen und Herren,

ich habe bei BoaBoa Casino vor einiger Zeit mein Konto aufgrund von Spielsucht dauerhaft schließen lassen.

Heute ist es mir jedoch gelungen, mein Konto innerhalb weniger Minuten über den E-Mail-Support wieder freischalten zu lassen. Dies geschah lediglich nach Bestätigung eines Haftungsausschlusses. Meiner Ansicht nach entspricht dies keinesfalls einem verantwortungsvollen Umgang mit gefährdeten Spielern.

Ein Konto, das aufgrund einer mitgeteilten Spielsucht geschlossen wurde, sollte nicht so einfach – oder überhaupt nicht – wieder eröffnet werden können. Bei vielen anderen seriösen Anbietern ist eine Wiedereröffnung in solchen Fällen grundsätzlich ausgeschlossen oder zumindest an strenge Schutzmaßnahmen und Sperrfristen gebunden.

Ich habe Ihnen bereits sämtliche Screenshots zur Verfügung gestellt, welche den gesamten Ablauf von der Kontoschließung bis zur Wiedereröffnung dokumentieren.

Ich bitte Sie, diesen Vorgang zu prüfen und zu bewerten, ob das Verhalten des Anbieters mit den Anforderungen an Spielerschutz und verantwortungsvolles Glücksspiel vereinbar ist.

Mit freundlichen Grüßen

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing.

To properly assess the timeline and the casino’s handling of your account, could you please provide the following:

• Could you please forward me the complete, uncropped, original email threads containing your requests to close your account due to gambling addiction, as well as any subsequent requests to reopen your account? Please include the full correspondence and, if possible, forward the original emails as .eml attachments rather than screenshots, so that we can review the complete context and timestamps.
• Is your casino account still open and accessible, or has the casino closed it again in the meantime?

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

Best regards,

Veronika

Hi Veronika,

i have forwarded to you both account closure emails and account reopen request emails. The Account is now still open beacuse i Requested so and confirmed it with liability waiver and I know the casino will close it again but that exactly is the problem i mean, there is no possibly way to close the account and for the casino to never reopen it again like it should be , you always can reopen it when you request so. In my opinion that is not protecting the player at all, so can you please tell me how does the casinoguru see that? Is it okay to reopen the player account that was closed due to gambling addiction if the player „signs" / confirms the liability waiver?

Thank you for your response and for the emails you provided.

However, I have received only two emails from you, containing your self-exclusion request and your subsequent account reopening request. I have not received the other correspondence with the casino that you previously submitted as screenshots with your complaint.

Could you please forward me the complete, uncropped, original email threads between you and the casino regarding this issue? Please include the full correspondence and, if possible, forward the original emails as .eml attachments rather than screenshots.

Hi Veronika,

I have forwarded the Emails again, hopefully this time I mananged to forward the whole conversation, please let me know.

Thank you for your emails. Have you made any deposits into your casino account since the casino reopened it? If so, kindly specify the dates and amounts of the deposits.

Hello,

No deposits were made.

Hallo,

Es wurden keine Einzahlungen getätigt

Dear Sgcspieler

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,

Veronika

Hello Sgcspieler, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of BoaBoa Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Dear Sgcspieler,

Thank you for reaching out to us.

We are sorry to hear about your experience and situation.

Please be informed that your account has been permanently closed, without option of reopening.

We hope this helps to clarify the case.

We wish you all the best.

Kind regards,

BoaBoa Team

Thank you very much for the confirmation, dear BoaBoa Casino, much appreciated.

Could you please e-mail me at matej.l@casino,guru player's cashier history showing both deposits and withdrawals between 21/07/2026 until 10/09/2026 for internal review?

And I would also like to ask if any balance has been confiscated upon account closure on 20/07/2026. Thank you.

Dear Matej,

Thank you for your reply.

We would kindly ask you to check your emails where we provided you the requested information.

We hope this helps to clarify the case.

Kind regards,

BoaBoa Team

Dear BoaBoa Casino, thank you very much for the provided evidence.

Dear Sgcspieler,

Since the account has now been closed, marketing communication turned off and there was no deposits made/balance voided on your account, this complaint can be closed. I'll go ahead and mark the complaint as 'resolved' in our system. I 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.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, 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/casino.guru. 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,

Matej

Casino.Guru