BOHO Casino - La cuenta del jugador no fue bloqueada.

Dear Sir or Madam, my name is Sajjad Allami. I have been playing casino games for 6 years and unfortunately I am addicted to gambling. I have played at several casinos and as soon as I wrote to them in live chat that I am addicted to gambling, my account was immediately blocked.

Then I wouldn't be able to continue playing, which I think is good, but unfortunately that wasn't possible at Boho Casino. I told them that I'm addicted to gambling, but unfortunately they didn't block my account. I lost a total of €1175 with them.

I want my money back because I told them I'm a gambling addict, but they haven't blocked my account, which violates the chat rules. I also took a screenshot because customer service told me to send an email so they could deactivate my account.

Sehr geehrte Damen und Herren meine Name ist Sajjad Allami ich spiele seit 6 Jahren Casino und ich bin leider spielsüchtig ich hab bei mehreren Casino gespielt und sobald ich dennen bei livechat geschrieben habe das ich spielsüchtig bin wurde meine Account direkt gesperrt.

dann könnte ich nicht weiter spielen das finde ich gut aber bei boho casino ging das leider nicht ich hab dennen mitgeteilt das ich spiel süchtig bin aber leider haben die meine Account nicht gesperrt ich hab insgesamt bei dennen 1175€ verloren.

ich möchte das Geld wieder zurück haben da ich dennen geschrieben habe das ich spielsüchtig bin jedoch haben die meine Account nicht gesperrt und das verstoßt gegen die Regeln von dem Chat hab ich auch eine Screenshot gemacht da der Kundenservice meinte ich soll eine email schreiben das die meine Account deaktivieren.

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Dear SajjadMustafa7,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling, and I found this:

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.

Could you please advise whether you sent the request to the dedicated email address? Please forward all self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

My account was blocked today. I sent them an email with the required information.

LG A*** S***

Meine Account wurde heute gesperrt.Ich hab ihnen eine email geschickt mit die erforderlichen Informationen.

LG A*** S***

Hi SajjadMustafa7,

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct communication channel provided in the Responsible Gambling policy section or General T&Cs of the casino.
• If your message goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

I noticed that the live chat support agent informed you that they cannot close the account and that you should contact the casino via email. Since you refused to follow the casino's instructions and your account is now closed, there is not much we can do to support you in this case.

At this point, I  can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.