BoaBoa Casino - La solicitud de cierre de cuenta del jugador fue ignorada.

Hello,

I wish to make a complaint against Boa Boa Casino.

I initially requested self exclusion on March 24, 2025, citing the reason as problem gambling and excessive spending. I received a response that the casino received my request. My account remained open so I followed up via email on March 27, 2025. Again, no response and my account was not closed.

On July 7, 8, and 10, 2025, I sent multiple emails requesting self exclusion. Again, I received confirmation they received my request but my account remained open.

On September 23, 24, 26, 27, and 29th, and October 2, 3 and 6, 2025, I made email requests and via chat requesting my account be closed due to problem gambling. I filed a complaint with the casino on Sept 27. They finally closed my account on Oct 6, 2025.

The casino did not follow the responsible gambling mandate by continuing to ignore my requests and allowing me to continue to make deposits. I followed the procedures they listed on the website, contacted chat who also directed me to submit the emails, which the casino showed confirmation my requests were received. For months they ignored my requests. It wasn't until I made a complaint with Casinomeister that they closed my account. I feel they should be accountable and return at least half of what I deposited.

Im only able to substitute some of the emails sent, I have more.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 your complaint. I’m sorry to hear about your negative experience with BoaBoa Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received any responses from the casino other than automated responses?
• Could you please advise when was the last time the casino allowed you to deposit?
• Would you be able to share the link to the public complaint where the issue was discussed previously between you and the casino?
• Has the casino responded to your refund request already? What did the casino reply? Forward any recent relevant responses you received from the casino regarding the issue to my email at tomas@casino.guru, or post screenshots here.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Hello,

In response to your questions:

Yes, the casino would occasionally respond to my requests by requesting a reason for my request, which i had already provided. I will add that they would repeat this question which shows in the email thread. They clearly use this as a stalling tactic. They also responded suggesting a cool off period rather than self exclusion, which at one point I accepted and responded (just to get the account closed), again they didnt close or block my account.

I believe the last deposit made was Oct 5 or 6th.

The previous complaint - im assuming you are referring to Casinomeister? Link: https://www.casinomeister.com/forums/tickets/4194/

I made a complaint with the casino regarding them not closing my account when requested multiple times. I did not request a refund. Should I do that now or go through this complaint process?

I will forward the emails to your address. 

Hello, Casinomeister responded to me advising that the casino has responded although is not forthcoming. With this, im wondering if this complaint should be put on hold as the complaint is still being worked on through Casinomeister?

Thanks for the information shared in the complaint thread and via email.

The complaint doesn't seem to be public. If the casino doesn't cooperate, please share their response or justification for refusing to issue a refund with me to my email at tomas@casino.guru

Looking forward to your reply.

Thank you for your response. Please confirm if you are requesting that I contact the casino directly requesting a refund. I have not done this as of yet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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 DBC1234,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BoaBoa Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the casino's point of view? Based on the information currently available to us, it appears that the user had submitted multiple valid self-exclusion requests, yet his account remained open. Therefore, we believe the player is entitled to a refund of all deposits made since March 24, minus any possible winnings.

If there is any additional evidence relevant to this matter, please forward it to martin.l@casino.guru

Dear DBC1234,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter regarding your closure. 

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Boaboa casino Team,

Dear casino representative,

thank you for the update, we will be awaiting the results of your internal investigation.

Dear DBC1234,

The appropriate department has been notified and is actively working on addressing the matter regarding your self-exclusion requests.

We fully understand that this case is of a more serious nature, and we are committed to ensuring that it is handled carefully and correctly.

Please rest assured that we are giving this matter the attention it deserves.

At this stage, we require additional time to conduct a thorough review.

We sincerely apologize for any inconvenience this may cause and appreciate your patience while we complete the process properly.

Thank you for your understanding and cooperation.

Kind regards,

BoaBoa casino Team

Dear Casino representative,

thank you for your response. Please update us as soon as the internal review concludes.

Hello - I am requesting to withdrawal my complaint. Boa Boa Casino has reached out to me with a satisfactory resolution. Thank you for your time and effort.

Dear DBC1234,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at BoaBoa Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. I sincerely hope you won't have to reach out to us again, and that you’ll able to leave the casino gaming behind, as you’ve intended in the past.. However, if you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're always here to help! 

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, 

Martin

Casino.Guru 

Dear parties,

We’ve reopened this complaint at the request of DBC1234.

Dear casino representative,

it has come to our attention, that the player's account is still active. As the player has issues with gambling, please close their account as soon as possible. Additionally, would you be able to provide us with their deposit history?

Dear DBC1234,

I am sorry to hear about your issue. To clarify, was your account closed or was it kept open? Please also provide me with your current closure requests at martin.l@casino.guru.

Hello,

I have emailed you the timeline of events, copies of all the emails and deposit history. Let me know ow if you require anything further.

Dear DBC1234,

thank you very much for your detailed response. In the main email, you reference that the casino has told you they would void your balance during closure. Do you have any email proof of this?

We will now wait for the casino's response.

Hi Martin, I had advised I would forfeit my balance without being asked. It has been my experience that the casinos will first ask if you would rather a break than to self exclude, then a few days later will need confirmation before closing the account that you will forfeit the balance (if any). It appears that this is a delay tactic to keep the account open. I was trying to get ahead of them to have my account closed as soon as possible.

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

BoaBoa

Dear casino representative,

thank you for your response. As the issue concerns a player with gambling issues, we would appreciate if you dealt with the issue with highest priority.

Dear Martin,

we have now provided the required transaction history via email.

Apologies for the delay.

Best Regards,

Team BoaBoa

Dear casino representative,

thank you very much for providing us with the requested deposit history. As the player's account was previously self-excluded, we believe he should be entitled to a refund of all funds deposited after the reopening, which comes to an amount of 5390 CAD. Please let us know whether you are willing to proceed.

Dear DBC1234,

thank you for your patience. To clarify, was your account closed by now?

Dear all,

Thank you for reaching out to us.

As a gesture of goodwill, we are happy to return the deposited amount of 5390 CAD.

To proceed with the refund, kindly provide us with your bank details.

Once we receive this information, we will inform you of the next steps accordingly.

In order for us to proceed with the request you will need to send us the following bank account information:

Full Name (please include all names including middle names)

E-mail

Bank Account’s Owner name

IBAN/Account no.

Bank Name

Bank location (Country)

SWIFT/BIC

If you have any additional questions don't hesitate to contact us.

Best regards,

Team BoaBoa

Dear casino representative,

thank you for your response and for adhering to responsible gambling principles.

Dear DBC1234,

please provide the information requested to the casino representative. You can also post this in the thread - I will mark the message as sensitive.

Dear DBC1234,

thank you for your cooperation, we will now wait for the response from the casino representative.

I just received another promotional email. Please ensure my contact information is removed from promotions.

I have not heard from the casino as of yet.

Dear all,

thank you for the provided details.

We have now forwarded them to our relevant department so they can confirm them and proceed with the refund.

Once there is update you will be informed.

We appreciate the understanding!

Best Regards,

Team BoaBoa

Hi Martin, I have yet to hear from Boa Boa or receive the funds at my bank. Im curious what the expectation is for them to process the refund?

Dear DBC1234,

thank you for your continued cooperation.

Dear casino representative,

thank you for your latest message. Can you please give us an update on the current proceedings? Have you initiated the refund?

Dear all,

appreciate the patience.

We are happy to confirm that the refund has been processed today, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in the bank account, however, this is subject to the payment method used.

Thank you for the understanding!

Best Regards,

Team BoaBoa

Dear casino representative,

thank you very much for your confirmation.

Dear DBC1234,

I hope the issue will be resolved soon. Please let us know whether the funds arrive in the coming days.

Funds have been received. Thank you all.

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

Dear DBC1234,

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,

Martin