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

I specifically asked Bohocasino if they had anything to do with Spinrise, where I'd only had problems. Later, I found out it's their sister casino. I had requested self-exclusion from Spinrise at the time (see my last complaint). I was still able to deposit money. I even emailed them demanding they close my account (due to gambling addiction), and after that, I didn't deposit a single cent. My account still isn't closed, I was blocked in the chat, and no one is responding to my emails. So, I could simply deposit money again.

How is it possible that I can request self-exclusion at one casino and still play at its sister casino (which I didn't know about)?

I want my deposits refunded and the account finally closed.

Ich habe bei Bohocasino extra nachgefragt ob Sie eh nichts mut Spinrise wo ich nur Probleme hatte zu tun haben.Später habe ich erfahren das es ihr Schwester Casino ist.Ich habe aber einen Selbstausschluss bei Spinrise damals beantragt(siehe meine letzte Beschwerde).Ich konnte einfach Geld einzahlen.Ich habe dann sogar bei Email geschrieben das Sie mein Konto schließen sollen(aufgrund von Spielsucht)danach habe ich keinen Cent mehr eingezahlt.Mein Konto ist noch immer nicht geschlossen,im Chat wurde ich gesperrt und per Email reagiert niemand.Ich könnte also einfach wieder Geld einzahlen.

Wie kann es sein man bei einem Casino einen Selbstausschlusd beantragt hat und in dem Schwester Casino(was ich nicht wusste einfach spielen kann).

Ich möchte meine Einzahlungen rückerstattet bekimmen und endlich das Konto geschlossen haben.

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.

Dear HOZZ1210, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the casino's responsible gaming policy, and this is what I found: 

SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@bohocasino.com and inform us about your decision to stop gambling at the Website for a definite or indefinite period of time. We will take all measures to block your access to your account and make sure that you receive no promotional materials.

Please note that if you are self excluded from the casino for an indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically mentioned gambling related issues to BOHO Casino? 

Additionally, do you currently still have access to your account?

I look forward to your reply. 

Best regards, 

Attila

Yes, I want my account closed indefinitely, permanently. Yes, they knew about my gambling addiction.

Ja ich möchte das mein Konto auf unbestimmte Zeit also für immer geschlossen wird.Ja sie wussten vo meiner Spielsucht

I could still make deposits and have access to my account.

Ich könnte noch immer einzahlen und habe Zugriff auf meib Konto

Unfortunately, all I can do is write that I'm a gambling addict and demand a refund, and that I'm contacting you, a lawyer, AskGambler, etc., and it continues to be ignored. I've already been very angry with Boho because they simply don't care.

Mehr als das ich schreibe,dass ich Spielsüchtig bin und mein Geld rückerstattet werden soll und ich mich an euch wende,einen Anwalt,Askgambler usw und es wird weiterhin ignoriert kann ich leider selbst nicht tun.Ich war auch schon sehr grantig in meiner Wortwahl bei Boho denn es ist Ihnen alles egal.

Dear Player,

Thank you very much for your response. I would greatly appreciate it if you could forward the message in which you communicated your gambling concerns to BOHO Casino. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your cooperation.

I just sent it to you by email

Ich habe es Ihnen gerade per Email geschickt

Dear Casino Guru team,

Thank you for your patience during our investigation!

Please note that our responsible gaming policy does not indicate that restrictions or self-exclusion applied on another platform will automatically apply to our casino. Any limitations or account restrictions must be requested directly on our website in order for them to be implemented.

During the communication with our support team, the player mentioned other casino brands while comparing their experience with different platforms.

As for the refund request, according to our records, the player sent an email requesting account closure due to gambling addiction on March 1, 2026. From that date onward, no additional deposits were made to the account.

Based on the above, there are no grounds for a refund, and this remains our final decision.

I have tried often enough to have my account blocked, but you ignored it, and the other casino in question is your sister casino where I also wanted my account closed, and NOTHING happened.

Ich habe oft genug versucht das mein Konto gesperrt wird aber ihr habt es ignoriert und das besagte andere Casino ist euer SCHWESTER Casino wo ich genauso wollte das mein Konto geschlossen wird und es ist NICHTS passiert.

I've wanted my account closed all this time, and you haven't done it.

It was still possible to make deposits at Spinrise and with your account. If you request self-exclusion, you shouldn't even be able to make deposits anymore. I expect to receive a refund from you and also from Spinrise.

Responsible gaming is definitely not what you offer, as you are only trying to encourage you to continue depositing money.

Ich wollte die ganze Zeit schom das mein Konto geschlossen wird und ihr habt es nicht getan.

Man konnte bei Spinrise und auch bei euch weiterhin einzahlen.Wenn man einen Selbstauaschluss beantragt sollte man nicht mal mehr einzahlen können.Ich erwarte mir von euch das ich mein Geld erstattet bekomme und auch von Spinrise.

Verantwortungsvolles spielen ist es bei euch auf keinen Fall,denn es wird nur versucht das ihr einen animiert weiter einzuzahlen.

On February 25th, I wrote to you for the first time that I wanted my account closed, and you ignored that too.

Am 25.02 habe ich euch zum ersten mal geschrieben das ich mein Konto geschlossen haben will,auch das habt ihr nur ignoriert

Dear BOHO Casino,

Thank you for your message.

Dear Player,

Thank you very much for your response. I would greatly appreciate it if you could forward your correspondence with BOHO Casino instead of attaching screenshots of the conversation. Additionally, could you please attach your transaction history as well?

Thank you in advance for your cooperation.

Now I suddenly no longer have access to the account; I will gladly send you the list of correspondence by email.

Jetzt habe ich plötzlich keinen Zugriff mehr auf das Konto,die Liste von der Korrespondenz schicke ich Ihnen gerne per Email.

I have now forwarded all emails regarding my request to close my account and receive a refund, etc., via email.

Spinrise and Boho are sister casinos.

Thanks for your help

Ich habe die jetzt alle Emails wo es darum geht das ich mein Konto geschlossen haben möchte und das Geld rückerstattet haben will usw per Email weitergeleitet.

Spinrise und Boho sind Schwestercasino.

Danke für deine Hilfe

I have now specifically emailed BOHO Casino again, requesting that they send me my transaction list of deposits. Unfortunately, I have not received a response yet.

Ich habe jetzt extra nochmal das BOHO Casino,per Email angeschrieben das ich darum bitte das Sie mir meine Transaktionsliste von den Einzahlungen zukommen lassen.Bis jetzt habe ich leider keine Reaktion bekommen.

Dear Player,

Thank you for your messages. I kindly request that you resend your email from February 25th separately. This will help me manage the large volume of emails more effectively.

Additionally, could you please confirm the exact date you have first indicated your gambling problems to BOHO Casino?

Thank you in advance for your patience and cooperation.

Hello, I first wrote about closing my account on February 22nd. On March 2nd and 3rd, I found emails stating that my account had been closed due to gambling addiction. Before that, I had requested every day in the chat and also via email that my account be closed.

Hallo,ich habe zum ersten mal wegen dem Konto schließen am 22.02 geschrieben,am 2.3 und 3.3 finde ich die Email das ich wegen Spielsucht das Konto geschlossen haben haben,vorher habe ich jeden Tag im Chat und auch per Email darum gebeten das mein Konto geschlossen wird

I've forwarded you the email from February 25th again. I'm sorry there's such a mess with the emails; there were just so many...

Ich habe dir jetzt auch nochmaö vom 25.02 die Email weitergeleitet,tut mir leid das solch ein Chaos bei den Email ist,nur es waren extrem viele...

Unfortunately, Bohocasino continues to ignore my request for the transaction history. Furthermore, before I made my first deposit, I specifically asked if they were affiliated with Spinrise, as I had only experienced problems there. I was told that they weren't affiliated with any other casino and didn't work with them, which was a lie, as it later turned out to be their sister casino.

Leider ignoriert Bohocasino weiterhin meine Bitte wegen der Transaktionsliste.Ausserdem habe ich damals bevor ich zum 1 mal eingezahkt habe extra nachgefragt ob Sie eh nicht mit Spinrise zusammen gehören da ich dort nur Probleme hatte.Da bekam ich die Antwort das Sie mit keinem anderen Casino zusammen gehören und auch nicht zusammen arbeiten,was auch gelogen war,denn hinterher stellte sich dann heraus das es ihr Schwestercasino ist.

My VIP account continues to completely ignore me regarding proof of my deposits; the whole thing is very unprofessional.

Mein VIP ignoriert mich weiterhin komplett das ich die Nachweise von den Einzahlungen erhalte,sehr unseriös das ganze.

Dear Player,

Thank you for your messages and for providing additional details.

To proceed with the review of your case, we kindly ask you to provide a screenshot of your request to close the account where you clearly mention gambling addiction. Please make sure that the date of this request is visible in the screenshot.

This will help us accurately verify the timeline and ensure a thorough investigation of your case.

Regarding your request to support, please note that we currently prioritize requests from active users. However, as soon as possible, we will return to your case and provide you with an update.

Thank you in advance for your cooperation, and we look forward to your response.

I tried to communicate with you the whole time, but you always ignored me. You know perfectly well how many times I asked for my account to be closed, and you assured me that you weren't affiliated with any other casino, and then suddenly the casino where I told you from the beginning that I was having problems and had self-excluded is affiliated with another one.

Player protection begins when someone wants their account blocked and it isn't done.

I also haven't received the requested transaction list with the deposits, and this too is being ignored. Attilla received all the emails; I'm not saying anything more about it.

Ich habe die ganze Zeit versucht mit euch zu kommunizieren, ihr habt mich immer ignoriert.Ihr wisst ganz genau wie oft ich darum gebeten habe das mein Konto geschlossen wird,auch das ihr mir versichert habt das ihr mit keinem anderen Casino zusammen gehört und dann plötzlich das Casino wo ich von Anfang am sagte sas ich so Probleme hatte und einen Selbstausschluss hatte zusammengehört.

Spielerschutz beginnt schon wenn man sein Konto gesperrt haben will und es nicht getan wird.

Ich habe auch die gebetene Transaktionliste mit den Einzahlungen nicht erhalten und auch das wird wieder ignoriert.Attilla hat die ganzen Email bekommen,mehr sage ich dazu nicht mehr.

They did not close the account, despite constant messages from me requesting its closure, even after I mentioned that I was a gambling addict. It was not closed until I filed a complaint here.

I could have continued making deposits after that. What I want to know is my deposit history from the point at which I repeatedly stated that my account would be closed.

Interestingly, you're just ignored until you seek help.

Sie haben das Konto nicht geschlossen,trotz ständigen Nachrichten das ich es geschlossen haben möchte,auch nachdem ich erwähnte das ich spielsüchtig bin wirde es nicht geschlossen,sondern erst als ich hier eine Beschwerde eingereicht habe.

Ich hätte danach auch weiter einzahlen können.Was ich möchte wissen Sie,meine Einzahlungen ab dem Zeitpunkt wo ich ständig geschrieben habe das mein Konto geschlossen wird.

Interessanterweise wird man bei euch nur ignoriert,bis man sich Hilfe holt.

Dear Player,

We have forwarded a request to expedite the delivery of your transaction history so that you can receive it as soon as possible.

In the meantime, we kindly ask you to clarify when exactly your first message was sent in which you explicitly mentioned that you wanted to close your account due to gambling-related issues. According to our research it was March 1, 2026 and after that you did not make any deposits.

Thank you for your cooperation!

Dear HOZZ1210,

Thank you for your response. I have carefully reviewed all of the information you provided. I found your account closure requests from February 22nd and 25th; however, there was no mention of any gambling-related issues in those requests. The first mention of gambling issues I could find was dated March 1st.

Could you please confirm the exact date when the casino processed the closure of your account?

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know if there is anything I may have missed.

Thank you for your understanding and cooperation.

It was on March 1st.

Es war am 1.3

I find it absolutely outrageous that even if you request to close your account, it's not guaranteed that it will be closed, allowing you to continue depositing and not even receiving a refund. It's ridiculous that, especially after explicitly stating at the beginning that they weren't affiliated with this casino (since I don't want to have anything to do with any casino in this group due to numerous problems), I was lied to and told they weren't affiliated.

The fact that one could simply open an account even though one had self-excluded from the partner casino and the closure was only addressed after a complaint.

It was pretty clear that Boho, just like Spinrise, would resist. I just hope that many people read all the posts and complaints and are warned about these casinos.

You can neither set a limit there, as in fair casinos, nor close the account, etc.

The tactics these casinos employ are simply terrible, and I hope they lose fewer and fewer customers.

Ich finde es eine bodenlose Frechheit,dass es nicht mal gilt das wenn man sein Konto geschlossen haben will das es bewusst nicht geschlossen wird und man dann weiter einzahlen kann und sein Geld nicht mal erstattet bekommt.Krank wenn man beim Schwestercasino,obwohl man am Anfang extra geschrieben hat ob sie mit diesem eh nicht zusammen gehören da man mit keinem Casino von dieser Gruppe durch etliche Probleme nichta zu tun haben will das man angelogen wird und es heisst sie gehören nicht zusammen.

Das man einen Account obwohl man einen Selbstausschluss beim Partnercasino gemacht hat und da auch auf die Schließung erst nach einer Beschwerde eingeganen wuede einfach ein Konto eröffnen konnte.

Ea wahr eh klar das sich Boho genauso wie Spinrise quer stellt.Ich hoffe nur noch das viele Leute die ganzen Beiträge und Beschwerden lesen und vor diesen Casinos gewarnt sind.

Weder ein Limit kann man dort setzen,wie bei fairen Casinos noch das Konto schließen usw.

Die Tatik die diese Casinos haben ist einfach nur schrecklich und ich hoffe das die Kundin von Ihnen immer weniger werden.

Despite everything, I still want the transaction list because I consulted a lawyer who explained the situation to me and will help, as you are not even allowed to offer these services in Austria according to the IJM (Austrian Federal Ministry of Justice). I have nothing more to say about it.

Die Transaktionliste möchte ich trotz allem da ich mich bei einem Anwalt erkundigt habw und mich dieser aufgeklärt hat und helfen wird da ihr in Österreich laut ijm diese Dienste nicht mal anbieten dürft.Mehr habe ich dazu nicht mehr zu sagen.

Dear Casino Guru Team,

We would like to inform you that the player’s transaction history has been provided.

Kindly proceed with the review of the complaint based on the available information.

Please let us know if any additional details are required from our side.

Yes, that's right, I received it and have already forwarded it to my lawyer, along with all the information regarding self-exclusion at Spinrise, its sister casino, etc.

Ja das stimmt,habe ich bekommen,habe es bereits meinem Anwalt weitergeleitet.Mit den ganzen Infos auch wegen Selbstsperre bei Spinrise,Schwester Casino usw.

Dear Attila,

We kindly ask you to review the case and to provide us with the outcome.

Thanks in advance!

Thank you for your responses.

According to the available evidence, you submitted your self-exclusion request with gambling addiction explicitly mentioned on 1 March. Subsequently, no further deposits have been made and the casino closed your account.

In your prior communication with the casino, you requested account closure, but you did not state that the request was related to gambling addiction or loss of control over gambling. Because the request was not made on the basis of gambling addiction, the casino was not obligated under responsible gambling policies to immediately enforce a permanent block that would justify reimbursement of losses.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

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.

Best regards

Attila

Casino.Guru

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.