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

Hello

I've been asking the casino to block my account for weeks because I'm a gambling addict. But they simply won't do it.

Although I explicitly pointed out that I have a problem.

Hallo

Ich bitte das Casino schon seit Wochen mein Konto zu sperren da ich spielsüchtig bin. Sie machen es aber einfach nicht.

Obwohl ich ausdrücklich darauf hingewiesen habe das ich ein Problem habe.

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Dear ewaldhatz,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem). 

Please forward all the account closure requests that you sent to the casino. My email address is jean.s@casino.guru. 

Thank you very much in advance. 

Best regards,

Jean

Dear ewaldhatz,

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,
Jean
Casino.Guru