BOHO Casino - Pelaajan omaehtoisen pelikiellon pyyntö on viivästynyt.

Been asking to be self exclusion fair weeks, and sti haven’t closed account, keep

telling to look

again and see if I need to play other games.

i have made 35/40

deposits since I ask for self exchanging problem to no avail see attached

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Dear charlie4512,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding your self-exclusion request and account closure.

To better understand the situation and assist you effectively, could you please provide the following details:

• Are you still able to log in to your account?
• Have you received clear confirmation of your self-exclusion request from the casino, or only the generic response mentioned above?
• Could you please provide a timeline of events, including your self-exclusion request, any deposits made, and the casino’s subsequent responses?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Account still open and still able to deposit even after asking and pleading with casino, but to no avail Petra

on going since 14th march I requested to self exclusion due to gambling problem and all responses from casino are generic and offering all kinds of free spins.

deposits totally 7542 euros and even today it allowed me to deposit

Hi Petra

I received this email today, plus still waiting on my withdrawal of 250.00

Hello!

We would like to confirm that the player’s account has now been closed.

We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active.

That’s a joke been asking form the 14th

March and only yesterday they decided to close account

Latest email from casino

I email two vip support and these were on the 15th 16th March plus withholding my 250 withdrawal I’m at the stage now of filing complaint with the newly appointed Gambling regulator here in Ireland

Thank both sides for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear charlie4512,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BOHO Casino and I hope that together we will come to a successful resolution of your issue.

I have checked the screenshots you have provided so far and noticed two self-exclusion requests made by you on March 16th.

To clarify the situation, were those the only requests?

Or did you mention your gambling problem in any further conversations with the casino?

You can either send me an email (igor.p@casino.guru) with the evidence or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

here was some of reply got, numerous chats with support but all fell on deaf ears

still waiting on withdrawal, but as you can see from previous email it’s like blackmail open you account and sent screenshots to show case resolved and I’ll do your withdrawal that’s terrible way to treat customers

Do they not have a compliance dept?

that would have flagged my request?

are they in breach of duty under EU and there license revoked?

thanks Eugene

Dear BOHO Casino,

Could you kindly provide your comments regarding the fact that the player’s account was not blocked despite multiple requests, and that the support team instead offered alternative games and tournaments?

Additionally, we would appreciate it if you could clarify why the player was informed that assistance would be provided only after the complaint on our website had been closed.

Lastly, could you please provide the player’s full deposit history starting from March 14th, 2026?

Thank you very much for your cooperation.

Dear CasinoGuru Team,

Thank you for your messages.

Following a review of this case, we would like to clarify that the player’s account has been closed.

Requests related to account closure are processed in accordance with established procedures designed to ensure that such requests are handled securely and correctly. As part of this process, specific steps must be completed before any restrictions can be applied.

These procedures are essential to ensure the proper handling of account-related requests and to prevent unauthorized or incorrect actions on player accounts.

As for the withdrawal, it was confirmed from our side.

The deposit history request will be addressed via email within 3 days from now.

Thank you for understanding!

Dear BOHO Casino,

Please let me know once you have sent me the deposit history. Thank you.

Dear all,

I have received the player’s deposit history from BOHO Casino and have adjusted the disputed amount accordingly. Please refer to the next paragraph for further explanation.

Dear BOHO Casino,

After a thorough review of this case, I have reached the following conclusion.

The player contacted support multiple times requesting that their account be closed due to gambling-related problems. The first message that can be considered a valid request was sent on March 16th.

Despite support acknowledging these messages, no preventive measures were taken, and the player was even encouraged to try different games and tournaments.

Therefore, the player is eligible for a refund of the net loss (deposits minus withdrawals) after this date. According to the deposit and withdrawal history provided by the casino, the amount is €1,768.

Please feel free to ask any further questions or share any information that may be relevant to this case.

I’ll except this Igor thank you for you help?

do I mark it closed now? Or resolved ?

Dear charlie4512,

Please close this complaint only after you have received your refund, not before.

Thank you.

Thank u

Hi Igor

got this email today and submitted all the items they ask for, let see what happens?

Dear Player,

Thank you for providing the needed details.

We have just created a task for a refund. It may take a few days for complete the process.

Kindly ask you to get back here when you receive the funds.

Best Regards,

BOHO Casino

Received last email for your attention

Dear all,

I would like to thank both parties for keeping us informed about the progress.

Dear BOHO Casino,

Please let us know if there are any updates regarding the refund.

Thank you.

Hi Igor refund received thank you for your help with this

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear charlie4512,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor