BOHO Casino - La solicitud de cierre de cuenta del jugador está siendo ignorada.

I have tryed multiple times to close my account or but limit on my account but the casino keep ignoring me. I'll try to be reimbursed but I know it will be difficult.

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 Aukrus,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I asked for a self-exxlusion but the casino tryed to convince me to put only a deposit limit on my account. I asked for the deposit limit but the casino ignore me again and didnt put any limit on my account. I asked again 2 times to put me in self exclusion and no response from the casino.

Update. As now they just disabled my account. Just before I got exclude I checked my history and the account was supposed to be self exclude has March 2023.

Thank you for your email.

I have received only the casino’s offer to activate a deposit limit for you. However, I am missing your earlier communication in which you expressed your request to close your account.

Could you please specify which channel you used to submit your self-exclusion requests? Do you have any evidence you could share showing that you requested self-exclusion and that the casino either ignored your requests or encouraged you to continue playing?

Thank you in advance for your cooperation.

Dear Aukrus,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru