BoaBoa Casino - Pelaaja vaatii hyvitystä, kun tili on avattu väärin.

I have requested the closure of my account and a complete marketing ban on 19.10.2024. and have received confirmation that my account has been closed and informed of how the casino is committed to responsible gaming. I have also sent a separate message on 13.1. asking for confirmation that my account has been closed and separately requesting that all marketing be blocked.

I didn't remember closing my account and got an email offering me 10 FS. I couldn't log in, I asked in the chat what was the reason.

I received a reply in the chat saying that I had closed my account a while ago. I simply commented that it was bad service to keep sending emails and left the chat. I did not ask to reopen my account because my gambling addiction is still out of control.

I was later notified that the casino had opened my account (even though I didn't request it) and as a result I deposited money with the casino. I am now demanding that the casino refund my money in full via the same route as it was deposited. I have sent this request to the casino on 1.2. and to date I have not received any message other than an automatic acknowledgement as to how the matter is being handled or whether any further information is needed. However, my account has (fortunately) been closed. I have asked on 4.2. for further information on the matter without receiving a response, and I have also sent a screenshot of the complaints procedure "the customer will be kept reasonably informed of the status of their complaint" without receiving any response yet.

I asked in the casino chat on February 6, 2025 if there was anything I could do to help the matter and I received very poor service from the customer service representative, who said, among other things, that twisting the matter would not help matters when I asked about the casino's service promise.

On February 8th, I asked in the same ticket when the casino was going to respond to me for the first time without receiving any response.

On February 15th, I sent a message to the same ticket to say that I was still waiting for their response.

On February 18th, the casino's chat agent advised me to file a new complaint. I did so, and so far I have not received any reaction other than an automated response to the new ticket I opened.

I demand that the casino return my deposit immediately and respond to my contact.

Olen pyytänyt tilini sulkemista sekä täyttä markkinointikieltoa 19.10.2024. ja olen saanut kuittauksen, että tilini on suljettu ja kerrottu kuinka kasino sitoutuu vastuulliseen pelaamiseen. Olen erikseen vielä 13.1. lähettänyt viestin, jossa olen pyytänyt varmistamaaan, että tilini on suljettu ja erikseen pyytänyt kaiken markkinoinnin estämistä.

En muistanut sulkeneeni tiliä ja sain sähköpostin, jossa minulle tarjottiin 10 FS:ää. En päässyt kirjautumaan, kysyin chatissa, että mistä tämä johtuu.

Sain chatissa vastauksen, jossa kerrottiin, että olen jo jokin aika sitten sulkenut tilini. Kommentoin ainoastaan, että onpa huonoa palvelua lähettää edelleen sähköpostej ja poistuin chatista. En missään nimessä pyytänyt tilini uudelleen avaamista, koska peliaddiktioni ei ole vieläkään hallittavissa.

Sain ilmoituksen myöhemmin, että kasino on avannut tilini (vaikken sitä pyytänyt) ja sen seurauksena talletin kasinolle rahaa. Vaadin nyt, että kasino palauttaa rahani täysimääräisesti takaisin samaa reittiä pitkin, kuin ne on talletettu. Olen lähettänyt tämän pyynnön kasinolle 1.2. enkä ole tähän päivään mennessä saanut automaattisen kuittauksen lisäksi mitään viestiä, että miten asiaa hoidetaan tai tarvitaanko tähän jotakin lisätietoja. Tilini on kuitenkin (onneksi) suljettu. Olen kysynyt 4.2. lisätietoja asiasta saamatta vastausta, lisäksi olen lähettänyt kuvakaappauksen valitusten ratkaisumenettelystä "asiakas pidetään kohtuullisesti ajan tasalla valituksensa tilan suhteen" saamatta vieläkään mitään vastausta.

Kysyin kasinon chatissa 6.2.2025, että onko jotain, jolla voin edistää asian käsittelyä ja sain asiakaspalvelijalta erittäin huonoa palvelua, jossa hän mm. sanoi, että asiasta vääntäminen ei auta asiaa, kun kysyin kasinon palvelulupausta.

8.2. olen kysynyt samalla tiketillä, että milloin kasino aikoo vastata minulle ensimmäisen kerran saamatta mitään vastausta.

15.2. lähetin samalle tiketille viestiä kertoakseni, että odotan yhä heidän vastaustaan.

18.2. kasinon chatissa asiakaspalvelija kehoitti tekemään uuden valituksen. Tein sen, enkä ole toistaiseksi saanut reaktiota automaattisen vastauksen lisäksi uuteen aloitettuun tikettiin.

Vaadin kasinoa palauttamaan tallettamani rahat välittömästi sekä vastaamaan yhteydenottooni.

Dear reksa,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing the account you gave to the casino initially?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
• Please note the chat transcript you uploaded couldn't be opened. Could you please forward the file to my email as well? I apologize for the inconvenience.

Thank you very much in advance.

Best regards,

Tomas

Hello,

I forwarded my message to your email. So the reason is addiction.

If you want any other messages/correspondence, I can forward it. I will also forward that attachment again.

Hei,

välitin viestini sähköpostiisi. Syynä on siis addiktio.

Jos haluatte jotain muita viestejä /kirjeenvaihtoa, niin voin välittää sen. Välitän myös tuon liitteen uudelleen.

I sent to: the original message in which I requested account closure and explained the reasons.

In addition, I sent you a chat message.

Have a nice day!

Lähetin osoitteeseen: tomas@casino.guru alkuperäisen viestin, jossa olen pyytänyt tilin sulkemista ja kertonut syyt.

Sen lisäksi lähetin chat-viestin teille vielä.

Mukavaa päivää!

Thanks for your emails.

The email you forwarded to me from January 13th is without a recipient:

Kindly share any other supporting evidence that would prove you informed the casino about the need for you to be protected from gambling.

I have sent these messages as a blind copy.

Olen lähettänyt kyseiset viestit piilokopiona.

I sent additional information via email regarding the request sent on October 19th, which is the original request.

Lähetin lisätietoja sähköpostitse 19.10. lähetetystä pyynnöstä, joka on alkuperäinen pyyntö.

Thanks for your patience.

• Could you please specify the contents of your request sent on 19/10/2024? Forward the request to my email at tomas@casino.guru
• Could you please share the exchange regarding your issue with casino support from February 2025?

Please note that sending mass emails might be refused by the email systems of online casinos resulting in your message not reaching the intended recipients. Our recommendation is to send singular emails.

Dear reksa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I sent additional information and requested more information about BoaBoa.

Hei,

lähetin lisätietoja sekä pyysin lisätietoja BoaBoasta.

Thanks for your messages.

When was the last time you deposited in the casino?

31.1.2025.

Thank you very much, reksa, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello reksa, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BoaBoa Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with re-opening a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear reksa,

Thank you for the patience, and sorry for this issue.

Kindly be advised that your account is permanently closed as per your request and the requested refund is paid into your bank account.

I hope all situation is clear now, and again sorry for this experience.

Best Regards,

BoaBoa Team

I would like to thank the BoaBoa Team for quick resolution!

Dear reksa, please let us know once you receive the refund, and whether I can close the complaint as resolved. Thanks.

Dear reksa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, reksa has not responded to my messages and questions. Consequently, I am unable to investigate further and confirm receiving the refund, hence having no choice but to reject this complaint. I would like to once again thank the BoaBoa Team for  prompt dealing with this issue. The player can re-open this complaint at any time, if needed.

I have reopened this case upon the player's request via e-mail, regarding the reception of the refund.

Dear reksa, thank you very much for the confirmation, and I am very happy to hear that your issue has been resolved. I would also like to thank BoaBoa Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose. It is also recommended to have a family member or a trusted friend to set a password on the app in your stead, to ensure maximum safety.

Lastly, 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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru