BOHO Casino - Pelaajan tili pysyy aktiivisena sulkemispyynnöistä huolimatta.

Hi!

I contacted VIP support on May 24, 2026 at 2:51 PM ( vip@bohocasino.com I wrote an email stating that my account should be closed immediately and permanently due to severe gambling addiction.

At 8:15 PM, I received a reply asking if I only wanted to take a break, which I answered with "Permanently delete" at 5:44 PM on May 25, 2026. Then, at 9:17 PM, there was another attempt to avoid blocking me and a question about whether a simple account limit would suffice, which I clearly and unambiguously answered with "Block again" at 9:18 PM.

After receiving no reply, I wrote to the VIP Mail again on May 27, 2026 at 12:12 PM to permanently close my account.

Regardless, I was able to deposit and gamble away €1800 without any problems between May 25, 2026 and May 27, 2026.

Furthermore, I received bonus offers and cashbacks on May 25, 2026, May 26, 2026 and twice on June 28, 2026.

I request a mutually satisfactory solution and the permanent blocking of my account at Boho Casino and all other associated platforms/providers.

Attached is the email history and the transaction history of my account.

Hi!

Habe am 24.05.2026 um 14:51 Uhr dem VIP-Support (vip@bohocasino.com) eine Mail geschrieben, dass mein Account umgehend und permanent aufgrund starker Spielsucht geschlossen werden soll.

Darauf bekam ich um 20:15 Uhr die Rückfrage, ob ich nicht nur eine Pause einlegen will, was ich am 25.05.2026 um 17:44 Uhr mit „Dauerhaft löschen" beantwortet habe. Darauf kam um 21:17 Uhr wieder der Versuch mich nicht zu sperren und die Frage, ob nicht einfach nur ein Kontolimit ausreichend wäre, was ich um 21:18 Uhr mit „Nochmals - sperren" klar und deutlich beantwortet habe.

Nachdem keine Antwort kam, habe ich am 27.05.2026 um 12:12 Uhr nochmals an die VIP Mail geschrieben, mein Konto entgültig zu schließen.

Ungeachtet dessen, konnte ich in der Zwischenzeit problemlos 1800€ zwischen 25.05.2026 und 27.05.2026 einzahlen und verspielen.

Des weiteren bekam ich Bonusangebote und Cashbacks am 25.05.2026, am 26.05.2026 und zwei mal am 28.06.2026.

Ich bitte um eine für beide Seiten zufriedenstellende Lösung und die endgültige Sperrung meines Accounts bei Boho Casino und allen weiteren damit verbundenen Plattformen/Anbietern.

Anbei der Mail-Verlauf sowie die Transaktions-Historie meines Accounts.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you asked the casino for a refund of your net deposits due to failed player protection? Have you received any response?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If there is any further communication or evidence, share it here or send the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas,

Thank you for taking on this case and supporting me.

Yes, I have access to my account, but thankfully I can't make any deposits. I want to be permanently and irrevocably banned from BohoCasino and all other companies associated with it.

Yes, I did – see the PDF email correspondence. Unfortunately, the response wasn't written in a way that makes me certain the right person made the decision. Also, my refund request wasn't answered; instead, I received a reply to what felt like my tenth attempt to get myself blocked.

The last permitted deposit was on May 27th at 12:37 am Austrian time.

As described, the casino responded after several attempts to contact me, but without giving a reason why I was not being granted my refund.

LG

Hi Tomas,

danke, dass du dich dem Fall annimst und mich unterstützt.

Ja, ich habe Zugriff auf mein Konto, Einzahlen ist jedoch zum Glück nicht möglich. Ich möchte von BohoCasino und allen weiteren Unternehmen die damit verbunden sind gesperrt werden. Dauerhaft und nicht änderbar.

Ja habe ich - siehe PDF Mailverläufe. Leider ist die Antwort nicht wirklich so geschrieben, dass ich mir sicher bin, on die richtige Person für diese Anfrage die Entscheidung getroffen hat. Auch wurde mir nicht auf meine Rückerstattungsanfrage geantwortet sondern auf meinen gefühlt 10ten Versuch, mich sperren zu lassen.

Letzte gestattete Einzahlung war der 27.05. um 12:3´7 Uhr österreichische Zeitzone.

Wie beschrieben, hat das Casino nach mehrmaligem Kontaktversuch geantwortet, jedoch ohne Begründung wieso mir meine Rückerstattung nicht gestattet wird.

LG

Dear jmayerhofer,

Thank you 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, Martin (martin.l@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,

Tomas

Hello jmayerhofer,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the BOHO Casino representative to enter the discussion.

Dear casino representative,

as the player has issues with gambling, please block his account as soon as possible.

Afterwards, would you be able to provide us with the player's deposit history? Currently, it seems like the player has clearly requested Self-exclusion on 24th and 25th of May. Would you be willing to issue a refund from this point onwards?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Dear Martin,

Thank you for your message.

We have reviewed the player's account and the circumstances surrounding this case.

In the interest of resolving this matter amicably, we have decided to refund the player's deposits made during the relevant period, amounting to €1,800. If you still need us to send you the history of the transactions, please let us know.

We have already initiated the refund process on our side. Our team will contact the player shortly to obtain the necessary payment details required to complete the refund.

The player's account has been disabled, and appropriate restrictions have been applied.

We appreciate the opportunity to resolve this matter and will provide an update once the refund has been processed.

Kind regards,

BOHO Casino Team

Dear casino representative,

thank you for your response. We are happy to hear about your decision and we will now await the player's confirmation.

Dear jmayerhofer,

thank you for your patience. Please keep us updated on the process. Have you received the aforementioned communication from the casino?

I'm in contact with VIP support. The data was submitted on June 15th at 11:10 PM and confirmed by Boho Casino on June 16th at 12:13 AM that it had been forwarded to the responsible department. The payout has not yet been processed.

Bin im Kontakt mit VIP Support. Daten wurden am 15.06. um 23:10 Uhr übermittelt und von Boho Casino am 16.06. um 00:13 Uhr bestätigt, dass diese zur verantwortlichen Stelle geleitet wurden. Auszahlung noch nicht erfolgt.

Dear jmayerhofer,

thank you for your continued cooperation, please keep us updated on the situation.

Still no money. Support just keeps giving me the runaround.

Noch immer kein Geld da. Werde nur vertröstet vom Support.

Dear jmayerhofer,

thank you for your continued updates.

Dear BOHO Casino representative,

can you please give us some news on the current proceedings? What is the current status of the refund?

€1800 was transferred by Inpay. Thank you so much for your help, CasinoGuru!

1800€ wurden von Inpay überwiesen. Vielen Dank für die Hilfe CasinoGuru!

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

Dear jmayerhofer,

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.

Best regards,

Martin

Dear parties,

We’ve reopened this complaint at the request of jmayerhofer. There seem to have been further developments regarding this matter and we would like to help the parties involved reach a satisfactory conclusion.

Dear jmayerhofer,

I understand you are receiving promotional emails again. Could you please provide us with screenshots of such emails? You can paste them here or send them to my email address at martin.l@casino.guru.

The screenshots are attached. I demand a full refund of all money ever deposited here. This repeated and massive mishandling of game protection is an outrage.

Im Anhang die Screenshots. Ich fordere sämtliches Geld zurück, dass hier jemals eingezahlt wurde. Dieser wiederholte massive fehlerhafte Umgang mit Spielschutz ist ein Schlag ins Gesicht.

Dear jmayerhofer,

I am sorry to see the advertising has still not ceased. We will now contact the casino, so they can amend this issue.

Dear casino representative,

as the user has previously excluded from your casino, please make sure he is not receiving the promotional messages. Additionally, please confirm the player's account is closed without an option for reopening.

I still demand repayment of my net losses. Anyone acting in this way is highly illegal, and the terms and conditions are therefore mutually invalid.

Ich fordere dennoch die Rückzahlung meiner Nettoverluste. Wer so agiert, ist höchst illegal unterwegs und die AGBs sind somit beidseitig nichtig.

Dear jmayerhofer,

could you please clarify which losses you have in mind? Have you lost any additional funds since the application of self-exclusion?

Please note that in case you are requesting all of your historical losses, we will be unable to help you.

All losses. If the casino doesn't adhere to its own terms and conditions, the contract is void. I'm happy to negotiate a mutually agreeable deal. Otherwise, I will sue.

Die gesamtem Verluste. Wenn sich das Casino nicht an die eigenen AGBs hält ist der Vertrag nichtig. Bin gerne bereit hier einen für beide Seiten passenden Deal auszuhandeln. Andernfalls werde ich klagen.

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 jmayerhofer,

I can confirm I have managed to get in touch with another casino representative outside of the thread. The casino claims the promotional messages have now stopped.

Can you please provide me with screenshots of the promotional messages on martin.l@casino.guru? When did the latest email arrive?

The email was forwarded to the email address. martin.l@casino.guru

The last email was on August 31st.

Mail wurde weitergeleitet an die Mail  martin.l@casino.guru

Letzte Mail war am 31.8.

Dear jmayerhofer,

Based on the casino’s confirmation, I consider the issue for which this complaint was reopened to be fully resolved.

I understand that you continue to request a refund of all your historical losses. However, Casino Guru cannot support this demand. The €1,800 refund connected to the original self-exclusion failure, was already transferred, and while the subsequent promotional emails were inappropriate and will be noted internally, it cannot invalidate your previous gameplay or entitle you to a refund of losses incurred before your self-exclusion request.

Although I understand that you disagree with this conclusion, complaint outcomes are determined based on the available evidence and our fair gambling principles. Since all supported remedies have been provided, I will close the complaint as resolved.

If you believe that you have a legal entitlement to further compensation, you are, of course, free to seek independent legal advice and pursue the matter through the appropriate legal channels. However, Casino Guru cannot assist you further with this claim.

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