BOHO Casino - Player's account was blocked.

Hi,

I would like some assistance please, I had my bohocasino account disabled and winnings confiscated. They are stating this is due to having multiple accounts.

I had an account I was previously playing with which I requested to be closed a couple months ago. I have the email confirming they closed this account and I was unable to access it. I decided I wanted to start playing again and made a new account which my new email address as I was unable to access my old one - it would say account is disabled when I tried to log in.

I made a new account and provided my verification documents which was all approved (emails to confirm) once it was all confirmed I deposited some money and started playing.

I did not claim any bonuses, free deposit bonus etc, I just played with my own money.

Whilst I was playing I was kicked out and got the email saying my accounts been disabled.

I don't believe I have broken any rules because the account I previously had was closed. My verification documents are the same and was successfully verified before I started playing.

Can you please help get my account and winnings back?

Thanks

Dear virtuallydee,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that creating more than one account is prohibited by the vast majority of online casinos, and it is not important whether the previous account was closed or not.

Could you please advise if you discussed with the casino the possibility of opening a new account before creating it?

When exactly was your first account closed and when did you open this one?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

Thanks for your response

No I didn't discuss with the casino as when I tried to log in with my old account it said 'account is disabled' and gave no other information or guidance to reopen.

It is not clear at all that I would have needed to discuss with them reopening my account so as a normal response to a closed account I made a new account, same details as my old one as I am the same person and not trying to do anything wrong.

I provided all my documents and they were verified soon after submitting.

My first account was closed on 6th Oct 2022 and I made this new account very recently around 24th Nov 2022

Now I have access to no account at all

Thanks

Thank you very much for your reply, virtuallydee. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks Kristina. I have just emailed you everything I have regarding this matter

Thanks

Could you please clarify the dispute value? Did the casino confiscate A$35 from you?

Hi Kristina,

Sorry I did input the wrong amount when I submitted the complaint.

I deposited $35AUD myself (claimed no bonus etc) but my balance was just over $12,000AUD when they banned my account after winning a grand jackpot on Aztec Fire and had some nice wins on other games whilst playing.

Thank you very much, virtuallydee, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi virtuallydee,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite BOHO Casino to the conversation to participate in the resolution of this complaint.

Thanks Kristina and Peter, I truly appreciate your assistance

Hi Peter,

Just an update earlier today I received the below email from boho support

Dear Deanna,

Due to the administration's decision your winnings will be refunded in full amount. We transferred the request for the refund to the financial department, the refund will be made as soon as possible, and you will receive an email from us.

Best regards,

Boho Casino Support Team

I will let you know if I receive the winnings

Thanks

Deanna

Hi Deanna, hi Kristina and Peter,

According to the Casino Terms and Conditions players are allowed to have only one account in order to avoid the welcome bonuses abuse.

However, considering the fact that the second account was previously verified by the Billing representative, administration made a decision to credit player winnings back to the second account and keep it active. 

Sorry for the inconvenience caused by having multiple accounts. Please use only one active account for the future. 

Kind Regards,

Boho Casino

Hi all,

Thank you for your replies.

Dear Deanna,

This is good news. I'm looking forward to hearing from you soon.

Hi Peter,

My account was reinstated and I am able to play again. I have not withdrawn any money yet but if I have any further issues I will reach out agan.

Thank you for help Peter & Kristina

Thank you Deanna for the update.

I'm glad to hear that your account was reinstated. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter