Bof Casino - Player's account is closed after deposit issues.

Following the ongoing conversation regarding BOF Casino, I would like to complain regarding their responsible gambling tools.

They offer a responsible gambling option which allows up to a weeks self exclusion max, which works.

They also offer a deposit limit, however this option allows you to reset this or just cancel and you can immediately deposit. I set a £150 monthly limit, which was fair and affordable for me. When I discovered you can just cancel this or reset, which is clearly pointless I have deposited more money.

The actual amount deposit could be more than £300, but I didn't manage to keep track. It doesn't help when the name of the deposits are random company names.

After trying to close my account for about a week, it has now been closed.

A resolution, if possible, would be to receive the deposits made after the original £150 limit set by myself.

Dear nikibrown2002,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bof Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please clarify what input was necessary for you to cancel your deposit limit in the casino?
• If there is any supporting evidence, such as screenshots of the deposit limit not working confirmations about it being set up or communication with the casino on this topic, please forward it to my email at tomas@casino.guru or share screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

What do you mean by input?

There is a responsible gambling section which asked you an amount you would like to deposit for a certain period.

I can ask for chat records if they have been kept since I've closed my account. But I do not have any other evidence unfortunately.

What actions did you take when canceling the limit?

Was it necessary for you to use an option in the responsible section, to contact the live chat, or did you need to request it via email

When did you set up the deposit limit? Were you prevented from making deposit at some point?

Could you please share with me your communication with the casino and other relevant supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I used their responsible gambling section on their website. You can set a deposit limit or self exclude for a period. However the deposit limit option was pointless as you can just change this at any moment.

Yes I was prevented from making a deposit when I reached the set limit. But with ease I could cancel that limit and reset it to start again from that day onwards. I successfully managed to do it twice.

I used their responsible gambling section on their website. You can set a deposit limit or self exclude for a period. However the deposit limit option was pointless as you can just change this at any moment.

Yes I was prevented from making a deposit when I reached the set limit. But with ease I could cancel that limit and reset it to start again from that day onwards. I successfully managed to do it twice.

Their casino has been down for a few days now.

Thanks for your patience.

I checked the website and the deposit limit feature, and it informed me the removal of the limit would take 24 hours.

Did you have a similar experience?

Please let me know.

No, it was done immediately

Thanks for your reply.

Unfortunately we might not determine you are eligible for a refund based on the provided information.

I completely understand your wish to limit your spending using deposit limits, however, from our point of view, there are no universally accepted rules of how the deposit limit should work. If the limit prevents you from depositing any you need to take further action to deactivate it, the casino didn't acknowledge making any mistake. We can't penalize the casino for trying to implement it in the form they did. Ultimately, if the casino didn't experience technical problems when implementing the feature, we might not ask them to refund you. If you don't inform the casino about your gambling issues, you are ultimately responsible for your spending in the casino.

Please let me know if there is any information I might not have considered, otherwise, your complaint will be closed.

Hi Tomas

I am trying to obtain the chat logs which explains the agent misunderstanding of the point of the responsible gambling tools, but I am not getting anywhere.

I wouldn't consider it been a technical problem as I was able to makes changes on two different occasions which I mean by logins and different days.

I didn't really expect to get anywhere, just thought it's something that needed raising, so others don't fall into the same trap. If I managed to get a refund then it might make them consider getting it fixed sooner.

Thanks for your help on this, which I didn't expect or deserve.

Thanks for your reply.

I hope similar issues avoid you in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding.

Even though we weren't able to help you in this situation, please do not hesitate to contact us if you run into issues with any online casino in the future.