The player from Germany had had a dispute with BOHO Casino regarding wagering requirements. She had claimed she had met the requirements and had been incorrectly informed that she needed to wager an additional 172 Euros. The player had believed the casino's conditions were unfair and that she had been misinformed about the terms. Despite our attempts to engage with the casino, we initially had received no response. The casino eventually had acknowledged their mistake and had credited the player's account with 99 Euros as compensation. The player had confirmed that her issue was resolved, and the complaint had been marked as 'resolved'.
BOHO Casino - Player disputes wagering calculation for bonus play.
Amount: €99
BOHO Casino
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
I used the welcome offer and never won anything.
For the last deposit with bonus +free spins, at some point, I lost both my bonus money and real money. It was 20 Euros plus the bonus...
From the free spins, I earned around 3-4 Euros and then wagered it correctly x40. When it came to the withdrawal, I received an email that stated I still needed to wager 172 Euros because deposits need to be wagered x3. I've definitely done that. But it can't be true that all deposits sum up even when you go back to 0 after every deposit, right? I've wagered the 20 Euro deposit, and the free spins 40 times. Now they're giving me this nonsense that doesn't even make sense.
Even if all the 3 deposits are added up (which would be ridiculously unfair) before a withdrawal, I'm still only at 180 Euros. That's 3x20 Euro deposit x3 = 180.
From this I had to have wagered AT LEAST 60 Euros without an intermediate gain when I was at zero (there was definitely more). This is why I can't understand the 172 Euros.
I need some help, I don't understand how they can pull this crap at 99 Euros.
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11 months ago
Hello Cutzii,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BOHO Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? When exactly did you make those 3 deposits? Can you please forward your deposit/bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Translation
I already wrote an email to Nikolas yesterday.
Furthermore, I do not dispute the bonus wagering requirements.
My point is that the casino wants you to wager all your previous deposits before you pay out, even if you have lost them all long ago. That's why I couldn't withdraw my money, I fulfilled the bonus wager and real money x3 additionally from this one deposit.. That's what they counted on the other deposits.. these are TOTALLY unfair conditions and should be that way on your website be marked.
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11 months ago
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I read through the entire terms and conditions again and saw that I actually only had to wager the last deposit. I was misinformed several times and actually insist on the amount I would have paid out according to the correct wager. I only lost everything because of false information. I can also prove this.
New email from boho by confirming that you have violated your terms of service:
Greetings!
We wish to notify you that we consider all deposits made before the cashout request or between old and new cashout requests.
Consequently, your previous cashout has been canceled.
Best regards,
Boho Casino Team
Edited
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11 months ago
Hello Cutzii,
The casino should always take into consideration the last deposit only to wager, specially if all previous ones were already lost. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
Hi Cutzii,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite BOHO Casino to join the conversation and contribute to the resolution of this complaint.
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11 months ago
Translation
It looks like the casino has no desire to clarify the matter. But the main thing is to decorate it with the Casino Guru logo.
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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10 months ago
Hi Cutzii,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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10 months ago
We’ve reopened this complaint at the request of BOHO Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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10 months ago
Hello Cutzii,
We sincerely apologize for the inconvenience caused due to a mistake on our part. It has come to our attention that our support team provided you with incorrect information, which does not fully align with the terms of service posted on our website, where only the last deposit is needed to be wagered x3.
Here is some clarification of the aforementioned mistake: you made your initial deposit on December 29, 2023, at 12:49:28, and subsequently requested a cashout on January 1, 2024, at 23:35:02. During this period, you engaged in real money bets totaling 7.10 EUR.
The responsible payment agent counted your 3 deposits (totalling 60 EUR) before the withdrawal instead of the last one only and you were requested to wager each of them. It resulted in a total wagering requirement of 180 EUR. Deducting the amount you have already wagered (7.10 EUR), the remaining wagering requirement was at 173 EUR.
We understand the frustration this may have caused, and we take full responsibility for the confusion it has created. To make amends, we will credit your account with a compensation of 99 euros to cover the expenses you incurred.
We appreciate your feedback and the opportunity to address this issue. Your input helps us improve our services, and we are committed to taking the necessary steps to ensure better interaction with our product in the future.
Once again, we apologize for any inconvenience this may have caused and thank you for bringing this matter to our attention.
Kind Regards,
Boho Casino
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10 months ago
Translation
Hello Boho,
That's exactly what it's all about, if I completely gamble away one deposit, it shouldn't be included in the wager for the next one, that doesn't make sense, then anyone who doesn't win the first deposit with you would change casino because it would be twice as high has wagering requirements on his next deposit and this goes on and on and only becomes more impossible to withdraw.
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10 months ago
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If the casino honors this and gives me the credit, I am of course willing to change my rating to a positive one.
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10 months ago
Hello Cutzii,
The balance of 99 EUR has been added today to your account. Wishing you a great time playing.
Should you have any questions please let us know.
Kind Regards,
Boho Casino
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10 months ago
Thank you Boho Casino team for the update.
Dear Cutzii,
Can we consider the issue to be resolved?
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10 months ago
Dear Cutzii,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
