An Austrian player had an issue with BOHO Casino, where after using a 70% weekend bonus and wagering it, his withdrawal was cancelled. The casino claimed he needed to wager the deposit amount three times due to money laundering law, which he claimed was not stated in their terms. The player confirmed that it hadn't been his first bonus at the casino and his account had been verified for a long time. Despite finding the rule strange, the player decided to wager the open amount and initiate a withdrawal, effectively resolving the issue. The complaint was subsequently closed as 'resolved'.
BOHO Casino - Player's withdrawal cancelled due to unmentioned wagering requirements.
Amount: €500
BOHO Casino
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
I've played with Boho Casino and used their W70 Weekend 70% Bonus.
Waggered everything and now they canceled the withdraw and wrote that I still have to wagger the deposit amount 3 times because of the money laundry law.
That is not stated in their terms or anywhere else.
If it is stated that wagering the bonus doesn't count in wagering the real money it would be fine but it isn't.
Also, you're wagging again the real money normally and I've deposited 50€ and now they are telling me there are still 121€ to wager.
Also played after wagering the bonus with 5€ bets so it should also be done already.
Here is a screenshot of the bonus terms:
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11 months ago
Dear Matex0,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Was it your first redeemed bonus in this casino?
- Was your account, including the payment method, successfully verified already?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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
Hi Petronela,
Thanks for the fast reply.
Nope wasn't my first bonus there.
And my account has already been verified for a longer time.
Also with other payouts, that never was a problem.
Happy new year and thanks,
Matthias
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11 months ago
The case can be closed, wagered the open amount and initiated a withdrawal.
Still a very strange rule...
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Matex0, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
