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

I am filing a formal complaint against Boho Casino because I clearly requested that my account be permanently closed due to gambling addiction. I received no response, followed up again, and my account still remained open and accessible.

Unfortunately, I relapsed and continued depositing and gambling because the account remained accessible despite my responsible-gambling closure request. This has caused significant financial loss and negatively affected my mental health.

In May, I specifically requested permanent closure of my account due to gambling addiction. Despite my request and follow-up, my account was never closed. Since that request, I have deposited over $10,000 while the account remained accessible. I recently relapsed again and deposited again, which made me realize that my account is still open months after my original request. I am therefore requesting a refund of the deposits/losses incurred after my May closure request due to Boho Casino’s failure to close or restrict my account.

I am therefore requesting a refund of the deposits/losses incurred after my original closure request, as Boho Casino failed to close or restrict my account after being specifically informed of my gambling problem.

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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?
• After your requests weren't processed, have you contacted live chat and asked for assistance?
• 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?

Any further communication and evidence can be sent to my email at tomas@casino.guru for review. Alternatively, you can 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 Shevy,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru