BOHO Casino - La cuenta del jugador debería cerrarse por juego responsable.

Hello dear Casino Guru Team,

I am contacting you for help because I am currently experiencing great difficulties with my situation.

I was gambling in this casino and lost control of my gambling behavior.

While playing, I already contacted customer chat and explicitly asked them to close my account, as I realized I couldn't stop.

I was then informed that I should send my request via email.

Shortly afterwards, however, I was advised to try my luck with other slot games instead.

This encouraged me to continue playing and subsequently deposited even more money.

As a result, I have since developed significant psychological and financial problems.

I feel overwhelmed by the situation and sincerely hope that you can help me to examine and clarify the case.

I would be very grateful if you could look into my case and support me.

Thank you so much for your help.

Best regards

Hallo liebes Casino Guru Team,

ich wende mich mit der Bitte um Hilfe an euch, da ich mit meiner Situation momentan große Schwierigkeiten habe.

Ich habe in diesem Casino gespielt und dabei die Kontrolle über mein Spielverhalten verloren.

Während des Spielens habe ich mich bereits an den Kundenchat gewandt und ausdrücklich darum gebeten, mein Konto zu schließen, da ich gemerkt habe, dass ich nicht mehr aufhören konnte.

Mir wurde daraufhin mitgeteilt, dass ich mein Anliegen per E-Mail senden soll.

Kurz danach wurde mir jedoch empfohlen, mein Glück stattdessen mit anderen Slot-Spielen zu versuchen.

Dadurch habe ich weitergespielt und anschließend noch mehr Geld eingezahlt.

Inzwischen habe ich dadurch erhebliche psychische und finanzielle Probleme.

Ich fühle mich mit der Situation überfordert und hoffe sehr, dass ihr mir helfen könnt, den Fall zu prüfen und zu klären.

Ich wäre euch sehr dankbar, wenn ihr euch meinen Fall anschauen und mich dabei unterstützen könnt.

Vielen Dank für eure Hilfe.

Liebe Grüße

Important notice:

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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 your complaint. I’m sorry to hear about your negative experience with BOHO Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and, at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings BOHO Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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, my account is deactivated. I last made a deposit on August 31, 2026.

Unfortunately, I no longer have access to the account and I don't have a screenshot of the chat.

Best regards

Hallo, mein Konto ist deaktiviert ich habe am 31.08.2026 das letzte Mal einbezahlt

ich habe leider kein zugriff mehr auf das Konto und ich habe kein screenshot vom chat

Mit freundlichen Grüßen

Thanks for the confirmation.

We can only ask the casino for a refund of your net deposits if we can conclude that the casino had an obligation to protect you.

Without any evidence of previous disclosure of gambling problems, we can't confront the casino.

Please let me know if there is any evidence to support your complaint; otherwise, we'll be forced to close the case.

Looking forward to your reply.

I no longer have account access to provide you with the evidence.

Ich habe kein Kontozugriff mehr damit ich ihnen die beweise vorlegen kann

Thanks for the clarification.

Since there is no evidence of the incident and you confirmed that your account is closed, we have no choice but to close the complaint. If you happen to recover evidence to support your complaint, don't hesitate to contact us again, and we'll do our best to assist you.

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.