BOHO Casino - Player’s account has been closed.

I played on free spins and made money, when I wanted to pick up they asked for my documents, when I sent the documents they accepted me ... after that I asked them to review my proof of address. after one minute they canceled my account. and no they want to tell me the reason ... after that I received an e-mail to send the documents, I sent the documents again and they say they won't open an account for me anymore. I really don't know what the problem is, I paid attention to all the rules of the game. explain to you why they closed my account and accepted the documents.

Hello Estevan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your funds with or without an active bonus, please? Could you please confirm that you provided documents of sufficient quality?

if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes I sent documents selfie ID, passport selfie and 2 proof of address from the bank. I got a bonus without deposit and had a gain of 0.54ltc which I wanted to withdraw because it is the maximum I can withdraw from the bonus without deposit. Please let them know and you ask what it is about, but yesterday they asked me by e-mail to send the documents again and now I am waiting for the manager to review. They asked me to do so 3 hours after closing the account .... now I still do not have access to the account and I was told waiting for the manager to review the document.

Thank you for your reply, Estevan. In this case, let's give it a few more days, so the casino has enough time to review your documents. I will leave this complaint opened, so please, let us know if there is anything new, so we can proceed with this complaint accordingly.

Yes they answered me and I don't know why my account was closed they accepted the documents as far as I know. But their answer is amazing. They said that I cheated in the game I will send you their answer now ... I did not gain from cheating nor playing roulette or something.

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To:

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 Please take a moment to rate the customer service you've received.

Good, I'm satisfied

Bad, I'm not satisfied

Here's a quick reminder of the case in question:   Information request

      Bair Gaia Fri, 03/18/22 8:41 pm  I don't understand what you wanted to tell me with this message, what I did wrong, what I crossed I really don't know, I'm aware of all these rules but I don't know what I did wrong. You didn't tell me exactly what was the reason for closing my account.

________________________________

From: 8370151+UW7KA@tickets.livechatinc.com <8370151+UW7KA@tickets.livechatinc.com>

Sent: Friday, March 18, 2022 8:32 PM

To: p***@hotmail.com

Subject: Re: Ticket #UW7KA: Information request      Nadia Fri, 03/18/22 7:32 pm  Dear Friend,

The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

participating in any type of collusion with other players;

development of strategies aimed at gaining of unfair winnings;

fraudulent actions against other online casinos or payment providers;

chargeback transactions with a credit card or denial of some payments made;

creating two or more accounts;

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers);

other types of cheating

or becomes a bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend and/or cancel all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons of such actions. The Company also reserves the right and may be obliged to inform applicable regulatory bodies of the fraudulent actions performed by the player.

In the event of chargeback at the account, the casino reserves the right to:

charge the player a sum equivalent to the players available balance.

Thank you very much Estevan for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Estevan!

From now on, I will take care of your complaint. In order to proceed I'd like to inviter representatives of BOHO Casino into this complaint to help us with the resolution of the case.

I am almost sure that the casino will not answer you, because they are very arrogant and unpleasant, I asked them to tell me what the reason was they did not want, I really did not violate any rules of the game.

Hello Estevan & Casino Guru Team!

Please note that we refer to the following terms & conditions regarding the account closure: 

"Delaying any game round in any game, including free spin features and bonus features, to a later time when you have no more wagering requirement and/or placing a new deposit(s) while having free spin features or bonus features still available in a game is prohibited."

Furthermore, the player used to practice the same activity at other casino brands, particularly at BitKingz Casino where he has a corresponding complaint.  

The gaming history has been provided to the Casino Guru Representative. Taking into consideration the violations of the Casino Terms & Conditions the player's account was closed. 

Kind Regards, 

BOHO Casino Team

firstly I did not make a deposit, secondly the only win I had was winning a bonus without a deposit, prove or show me where I had a win, as you say I did. I played the game got a free bonus and finished wagering neatly. it had a gain and broke the rule.find me exactly the history of the gain where I broke the rule.you just assume I wanted to but I didn't.

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Dear Estevan,

Please note, that we are now reviewing all the documents and information provided to us by the casino. Once we will be finished with examining all the necessary information, we will inform you with our decision.

Okay thanks

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Dear Estevan,

After reviewing the documentation provided to us by BOHO Casino and expressing our opinion on the subject, the casino representatives asked us for a bit more time, so they can provide us with more documentation to complete the information regarding this case.

Please note, that fully understanding all the variables is essential in order to proceed with this complaint, therefore I am very thankful for your future patience.

Hello Estevan,

We provided the information to the Casino Guru Representative which is currently being reviewed. We will provide the full reply shortly.

Respectfully,

Boho Casino 

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Dear Estevan,

We have been carefully reviewing all the information provided to us by the casino. I am very sorry to tell you that there were numerous indications that you have used a duplicated accounts, which is prohibited by the casino. All the supporting evidence provided by the casino was sufficient and convincing in proving this situation.

Unfortunately, we are not able to support you under these circumstances and this complaint will be rejected. Is there anything else we can help you with?

Since there was no further reply from the player and because of the reasons mentioned earlier, we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.