BOHO Casino - Player's withdrawal is delayed and restricted.

First I withdrawal 400$ that came from a cash deposit with no bonus attached to it.

During that time they gave me 25 no deposit free spins. I played them, won à little bit of money, beat the wagering but lost all the money at the end.

After a few hours I canceled my 400$ and played more. I ended up winning and withdrawal 2500$.

They said that I was only allowed 550$ because they toughy it was coming from that 25 no deposit free spins. Iy is clearly not the case.

I sent them an email with all the time stamp and proof needed to provenant mu point.

Ils been 2 weeks now and they keep saying that they still did not finish investigating. That shoul of taken an hour max to find out with all the information I gave them.

I feel they just dont want to look at it so I want to make a complain.

Thank you for looking at this in advance 🙂

I can forward you the email I sent them with all their response.

Hello vincvinc1980,

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?
• Would it be possible to 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

Hi Nick,

I've sent you everything via email.

My account as been verified for a long time. Made multiple withdrawals.

Dear Vincvinc1980,

Could you kindly forward your deposit history from the casino tab as well? Based on the screenshot you provided, it appears that multiple bonuses were claimed prior to your withdrawal, making it difficult to determine whether the winnings were from the bonuses or a real money deposit.

If possible, could you also request the full betting history from the casino and share it with us? This will help us better understand the situation.

Thank you for your cooperation.

Best regards,

Nick

Deposit history sent.

Will try to get the betting history.

Thank you.

Dear Vincvinc1980,

Thank you for the detailed information you have shared with us thus far. To further assist with your case, we will be reaching out to the casino directly to gather additional details. I will now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be taking over and providing assistance moving forward.

Wishing you the best of luck in resolving the matter.

Kind regards,

Nick

Hello there,

Thank you vincvinc1980 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BOHO Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear vincvinc1980,

Thank you for bringing your concern to our attention. We have thoroughly reviewed your case, and we would like to provide a detailed explanation of the situation.

On 2024-08-24 02:47:56 (UTC), you made a deposit of 100 CAD and proceeded to play, winning and requesting a withdrawal of 4,000 CAD, leaving 685.73 CAD in your account balance. You then continued playing and requested another withdrawal of 400 CAD. While this withdrawal was being processed, you activated 25 free spins that you won as part of the Daily Tournament Prize, from which you won 2.50 CAD. This bonus was successfully wagered and cleared according to the terms of the promotion.

Following this, you continued playing with the winnings from the free spins and requested several withdrawals ranging between 2,500 CAD and 3,400 CAD.

Upon processing your withdrawal, the system applied the maximum winnings limit from free spins, as outlined in our terms and conditions. As per our rules, the maximum allowable winnings from free spins is 150 CAD. Therefore, your balance was adjusted to reflect this, leaving a total payout of 550 CAD, which includes the 400 CAD from your own funds and 150 CAD as winnings from the free spins.

We understand that this adjustment may be disappointing, but please note that these conditions are clearly stated in our bonus terms, which are available to all players prior to engaging in any promotional offers.

If you have any further questions or require additional clarification, feel free to reach out to our support team. We are here to assist you.

Kind regards,

Boho Casino

You guys story is almost right except from 1 precious detail from this quote of yours :

"Following this, you continued playing with the winnings from the free spins and requested several withdrawals ranging between 2,500 CAD and 3,400 CAD."

Yes I played with the money I won from the free spins but I lost all the money related to those free spins winning....then...and only then, I canceled my 400$ withdrawal to keep playing.

With the money from that 400$ withdrawal, I requested several withdrawal and canceling them and ending up officially withdrawaling 2500$.

Please provide Casino guru with the bet history and the balance history after each bet made, like they ask. That will prove my side of the story.

You will see that the money I won from these free spins went down to virtually nothing before I canceled my 400$ withdrawal.

Thank you to the both parties for the update. Dera BOHO Casino representative, would it be possible to provide me with the player's betting history? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear vincvinc1980,

Thank you for providing us with the additional information regarding your case. Upon further review of your gaming activity on August 24th, we have confirmed that the balance won from your bonus was indeed spent at 22:18 in the game Buffalo King Untamed. Following this, you cancelled a withdrawal and continued playing The Dog House.

We sincerely apologize for the inconvenience this may have caused. The deducted amount of 1,950 CAD will be credited back to your account.

Should you have any further questions or concerns, please don't hesitate to reach out. We appreciate your continued trust and look forward to ensuring your gaming experience with us is smooth and enjoyable.

Best regards,

Boho Casino 

Thank you very much for the update BOHO Casino representative.

Dear vincvinc1980, we will keep this complaint open until you confirm your funds were reinstated and your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

The funds are in my possession now 🙂

Thank you very much for your help. I would of never seen the color of this money without you guys.

Thanks again and have a nice day !!

Vincent

Dear vincvinc1980,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter