BOHO Casino - Se ha ignorado la solicitud de cierre de cuenta del jugador.

I am filing this complaint because Boho Casino repeatedly ignored my clear and repeated requests to permanently close my account.

My first account closure request was sent on 20 May 2026. From that date onward, I sent numerous emails explicitly requesting that my account be permanently closed. I repeatedly stated that I no longer wished to gamble and wanted my account terminated immediately.

Despite these requests, the casino did not close my account. Instead, I was contacted by VIP support and a VIP manager, who attempted to retain me as a customer. I received responses encouraging me to stay, was offered benefits, and was even offered a €100 bonus instead of having my account closed.

The casino itself acknowledged that my requests concerned account closure and responsible gambling. Nevertheless, my account remained fully active and I was still able to deposit and gamble.

As a direct result, I continued gambling and suffered significant losses after my first closure request.

Financial impact after my initial closure request:

• Total losses: €3,084
• Total withdrawals: €500
• Net loss: €2,584

I possess complete documentation of this matter, including:

• Multiple account closure requests
• Responses from support and VIP management
• Bonus offers
• Email correspondence
• Screenshots with timestamps

I believe the casino failed to properly act upon my repeated requests to close my account and instead focused on customer retention while allowing continued gambling activity.

I respectfully request that Casino Guru review this case and assist in obtaining:

1. A review of the casino's handling of my account closure requests.
2. Immediate and permanent closure of my account.
3. Reimbursement of the €2,584 lost after my first account closure request.

I am prepared to provide all supporting evidence and screenshots upon request.

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Dear auge88,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you for your feedback.

The reason for my repeated requests to close my account was that I had lost control of my gambling and wanted to prevent further losses. In retrospect, I would describe this as a gambling problem or gambling addiction.

For this reason, I have repeatedly and unequivocally requested the casino to permanently close my account since May 20, 2026. Instead of closure, however, I was referred to VIP support, contacted by a VIP manager, and encouraged to remain a customer with bonus offers.

My account remained active despite my numerous requests, allowing me to continue depositing and playing. After my initial request to close the account, I incurred further net losses of €2,584.

I will forward all emails and screenshots to you so that you can fully understand the chronology.

Additionally, another incident occurred today. I was credited with a cashback bonus of €93.01. Shortly afterwards, however, this amount was removed. I also have a screenshot of this, which I will attach.

However, the main point for me remains the fact that my repeated requests to close my account were not implemented, and I therefore still had access to my player account.

Thank you very much for your support and for reviewing my case.

Best regards

Liebe Kristina,

vielen Dank für Ihre Rückmeldung.

Der Grund für meine wiederholten Anfragen zur Kontoschließung war, dass ich mein Spielverhalten nicht mehr unter Kontrolle hatte und verhindern wollte, weitere Verluste zu erleiden. Rückblickend würde ich dies als Glücksspielproblem bzw. Spielsucht bezeichnen.

Aus diesem Grund habe ich das Casino seit dem 20.05.2026 mehrfach und unmissverständlich aufgefordert, mein Konto dauerhaft zu schließen. Statt der Schließung wurde ich jedoch an den VIP-Support verwiesen, von einer VIP-Managerin kontaktiert und mit Bonusangeboten zum Verbleib als Kunde motiviert.

Mein Konto blieb trotz meiner zahlreichen Aufforderungen aktiv, sodass ich weiterhin einzahlen und spielen konnte. Nach meiner ersten Aufforderung zur Kontoschließung entstanden mir dadurch weitere Nettoverluste in Höhe von 2.584 €.

Ich werde Ihnen sämtliche E-Mails und Screenshots weiterleiten, damit Sie die Chronologie vollständig nachvollziehen können.

Zusätzlich ist heute ein weiterer Vorfall eingetreten. Mir wurde ein Cashback-Bonus in Höhe von 93,01 € gutgeschrieben. Kurz darauf wurde dieser Betrag jedoch wieder entfernt. Auch hierzu liegt mir ein Screenshot vor, den ich ebenfalls beifügen werde.

Für mich steht jedoch weiterhin die Tatsache im Vordergrund, dass meine wiederholten Anfragen zur Kontoschließung nicht umgesetzt wurden und ich dadurch weiterhin Zugang zu meinem Spielerkonto hatte.

Vielen Dank für Ihre Unterstützung und die Prüfung meines Falls.

Mit freundlichen Grüßen

In addition, I would like to note:

My first request for permanent account closure was made on May 20, 2026.

In the following days, I repeated the closure several times via email.

Instead of my account being closed, I was referred to VIP support and contacted by several VIP managers.

I was offered bonuses, including one for €100 with no wagering requirements.

In my communication, I explicitly stated that I have problems with my gaming behavior and no longer wish to gamble.

Despite my repeated requests, my account remained active and I was able to continue making deposits and playing.

Following my initial closure request, further net losses of €2,584 were incurred.

On May 29, 2026, I was also credited with a cashback bonus of €93.01, which was subsequently removed or marked as "cancelled". Screenshots of this are also available.

I have already sent the complete documentation, including all emails, timestamps and screenshots, to Ms. Kristina via email so that the entire chronology can be traced.

Thank you very much for further reviewing my case.

Ergänzend möchte ich noch festhalten:

Meine erste Aufforderung zur dauerhaften Kontoschließung erfolgte am 20.05.2026.

In den folgenden Tagen habe ich die Schließung mehrfach per E-Mail wiederholt.

Statt einer Kontoschließung wurde ich an den VIP-Support verwiesen und von mehreren VIP-Managern kontaktiert.

Mir wurden Bonusangebote unterbreitet, darunter ein Angebot über 100 € ohne Umsatzbedingungen.

In meiner Kommunikation habe ich ausdrücklich darauf hingewiesen, dass ich Probleme mit meinem Spielverhalten habe und nicht mehr spielen möchte.

Trotz meiner wiederholten Anfragen blieb mein Konto aktiv und ich konnte weiterhin Einzahlungen tätigen und spielen.

Nach meiner ersten Schließungsaufforderung entstanden weitere Nettoverluste von 2.584 €.

Am 29.05.2026 wurde mir außerdem ein Cashback-Bonus in Höhe von 93,01 € gutgeschrieben, der anschließend wieder entfernt bzw. als „abgebrochen" markiert wurde. Auch hierzu liegen Screenshots vor.

Die vollständige Dokumentation mit sämtlichen E-Mails, Zeitstempeln und Screenshots habe ich bereits per E-Mail an Frau Kristina übermittelt, damit die gesamte Chronologie nachvollzogen werden kann.

Vielen Dank für die weitere Prüfung meines Falls.