BOHO Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello, dear Casino Guro team, I urgently need your help! I sent an email on August 8th requesting that my account be immediately and permanently closed due to gambling addiction. The receipt has been confirmed, and I can prove it. Despite my request to close my account, my €300 deposit was accepted on August 9th. They're not allowed to do that, are they? My account is still not closed. And I have the right to request a refund? Or do I? Please help me. Regards, D*****

Hallo , liebes Casino Guro Team ich benötige dringend eure Hilfe! Ich habe am 8.August eine Email geschrieben mit der Bitte mein Konto sofort und unwiederruflich wegen spielsucht zu sperren . Der Eingang ist bestätigt was ich alles beweisen kann .trotz Bitte um Kontoschliessung wurde meine Einzahlung von 300 Euro am 9.8 angenommen . Das dürfen die doch garnicht ?? Mein Konto ist immer noch nicht geschlossen . Und ich habe das Recht diese Einzahlung zurück zu fordern ? Oder ? Bitte helfen sie mir . Lg D*****

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 I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

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,

Katarina

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, I forwarded the emails to you. Yes, I contacted support and was told that my personal VIP representative would respond to the emails. I can still log in to the casino. Regards, D*****

Hallo , ich habe ihnen die emails weitergeleitet.ja ich habe den Support kontaktiert und da wurde mir mitgeteilt das mir mein persönlicher ,,VIP Mitarbeiter auf die emails antworten würde . Ich kann mich immernoch in dem Kasino einloggen. Lg D*****

Hello, my account is finally closed, but I would now like to get back the money I deposited after requesting self-exclusion. According to many reports online, I have every right to demand it back. Regards

Hallo , mein Konto ist jetzt endlich geschlossen, ich möchte aber nun das Geld gerne wieder haben welches ich nach der Bitte um selbstsperre eingezahlt habe . Laut vielen Berichten im Internet ist das mein gutes Recht dieses zurück zu fordern. Lg

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) 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.

Hello Disey68, nice to meet you!

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

I’d like to invite a representative of BOHO Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Disey68,

Thank you for bringing this matter to our attention. We sincerely apologize for the distress and inconvenience you have experienced.

We have carefully reviewed your account and confirm that it has now been permanently closed in accordance with your self-exclusion request. We deeply regret that a deposit was processed after your closure request. Our team is currently investigating this matter internally to ensure such incidents do not occur again.

If you have any additional information or wish to discuss this matter further, please contact us at support@bohocasino.com. We are committed to resolving this issue promptly and ensuring your case is handled with the utmost care.

Best regards,

BohoCasino Team

Dear BohoCasino Team, thank you very much for a prompt response, and confirming the account closure! Much appreciated. :)

Please, let us know once the investigation has been completed, and the refund has been processed.

Dear Matej,

Thank you for contacting us!

We would like to inform you that we have already contacted the player regarding their refund request. Once the investigation is fully completed and the refund is processed, we will provide you with an update.

Thank you for your understanding.

Best regards,

Bohoсasino Team

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

Dear Disey68,

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,

Matej