BoaBoa Casino - Pelaajan tilin sulkemispyyntö viivästyy.

Hello, I have been trying to have my account closed at BoaBoa for 2 weeks now. I have sent dozens of Emails. Twice the customer service got back to me asking for a confirmation which I responded to immediately. Still they did not close the account. It really is a shame that an online casino refuses to follow up on such an important request.

I had even tried to have a cool off period implemented. They did not follow up on that request either.

Online chat told me they cannot help on either account closure or cool off period but that they would escalate internally. Of course nothing has happened.

This is the worst customer service I have ever experienced in an online casino. This is a no go. Especially when a customer is begging for support on such an important topic.

Dear CarlosGrab, 

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 a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi Veronica, thanks for taking this matter up. Reason is that I do not want to gamble online anymore. That is what I had included in my Emails to the casino as well.

I will forward the requests to you via email.

Thank you for your reply and for the email.

At Casino Guru, we can assist players with account closure requests only when they wish to close their account due to gambling addiction.

When applying for self-exclusion, please be sure to clearly state the reason for wanting your account deactivated, and specify the desired time period. The email "Subject" should be clearly marked and easily recognizable, as casino support handles many requests daily. This will help ensure your request is processed as quickly as possible. Additionally, I strongly recommend saving a copy of your self-exclusion request for your records, as proof of your action.

Here’s an example template you can use:

Email Subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

Dear [Casino name],

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xx months/years] (or lifetime).

The reason for my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period.

Once completed, please send the request to support@boaboa.com and add my email address, veronika.f@casino.guru, to the copy. I’ll be happy to assist you further.

Dear CarlosGrab,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.