BOHO Casino - Pelaajan tili pysyy aktiivisena vastuullisen pelaamisen pyynnöistä huolimatta.

I am submitting this complaint regarding Boho Casino and its handling of my responsible gambling requests.

I have screenshots showing that I contacted Boho Casino on August 8, 2026, and again on August 15, 2026, regarding my gambling activity and requested that restrictions be placed on my account.

I specifically asked Boho Casino for a deposit limit and also asked for my account to be closed/locked because I did not want to continue gambling and spending money.

Despite these requests, my account was not properly restricted or closed. I was still able to deposit and gamble, and I have subsequently spent over $3,000 after I had already asked the casino to intervene and prevent me from continuing.

I believe this is a serious responsible gambling issue. I did not simply decide after losing money that I wanted a refund. I contacted the casino before the additional gambling occurred, specifically asking for measures to restrict my gambling and ultimately asking for my account to be closed.

I have screenshots and other evidence documenting my requests from August 8 and August 15, and I am prepared to provide them for review.

I am asking Casino Guru to investigate:

Why my requests for a deposit limit were not properly implemented.

Why my request to close/lock my account was not acted upon.

Whether Boho Casino appropriately followed its responsible gambling obligations after receiving my requests.

The deposits and gambling activity that occurred after my first request.

Whether I am entitled to reimbursement of the money I deposited/lost after I had requested that my account be restricted or closed.

I am requesting that Boho Casino provide a complete explanation and consider a refund of the deposits/losses incurred after my responsible gambling requests, particularly from August 8 onward.

I am not asking for special treatment simply because I lost money. My complaint is specifically about the casino’s failure to act after I clearly communicated that I wanted to restrict my gambling and close my account.

I can provide screenshots of my conversations and evidence of my requests to Casino Guru.

I would appreciate Casino Guru’s assistance in reviewing this matter and determining whether Boho Casino handled my requests appropriately.

Important notice:

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Stay safe.

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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, sender's email, and recipient's email visible, to my email at tomas@casino.guru
• 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 your account is currently not blocked, as the next step, I recommend you contact the casino again from your registered email address at support@bohocasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings BOHO Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

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 Thomas, I have send you by email all transaction and emails that I have send. I am own money back. I have ask so many times to closed my account due to gambiling issue , chat was disabled for me so I could message them anymore. Wats app are now asking for my email. They have closed my account but no money back no nothing.I did everything in my power to close my account .. it was finally closed yesterday. I am owed my money back hasn’t do everything I could to protect myself

I have made a mistake in the amount at the beginning has I didn’t know they were multiple pages.

Date What happened

-Aug. 6

Asked Boho to close my account because of a gambling issue

-Aug. 7

Asked again to close it because of a gambling issue

-Aug. 8

Asked for a $500 CAD/week deposit limit

-Aug. 8

Later asked them to close the account completely and said I didn’t want access

-Aug. 15

Explicitly requested permanent self-exclusion and said I didnt want to deposit, gamble, or access the account

-Aug 15

there was no response, action, while promotional advertising continued

Aug. 28

Boho finally closed the account, after multiple time request. No response between. Boho lock me out of chat. No refund not even communication.

Hi Thomas, I have send you by email all transaction and emails that I have send. They closed my account this morning. I have ask so many times to closed my account since August 6-7-8-15 due to gambling issue , the AI chat was disabled for me so I could not message them anymore. Wats app are now asking for my email , but stop communication. They have closed my account but no money back no nothing.I did everything in my power to close my account .. I am owed my money back that wasn’t supposed to be deposit. I did everything to protect myself in my power. They won’t message back. And they make the chat not available. Bonus play is great and given but multiple emails with formal email should be considered very much important!!

Thanks for your explanation and the evidence shared here and via email.

Other than filing a complaint with us on the 27th/28th, have you taken any other action that might have prompted the casino to finally close your account?

Have you contacted the casino via support@bohocasino.com or via live chat during your efforts to close your account in August?

Have you received any responses from representatives when contacting the casino via the email address of the VIP department previously, before the incident?

Please let me know.

Hi Thomas , I did I contacted via chat multiple times they say to contact your vip manager via email to self exclusion your account. It doesn’t matter how many time you ask it’s always the same answer for everyone .Steve Lisa all does vip are ai , they respond all the same way. They can’t do anything through chat. I have follow all the instructions and emails multiple to close my account. They have never reply to me but to send promotion email. They have responded to one of my email with a promotional add. Which I try to respond to it with request self excluded, closing account but that didn’t go anywhere no reply. VIP manager is always someone ai different on chat , I emailed vip and also copy support boho. They closed my account after I made a complaint to closed my account on here and the website under complain. I have send you an email with that email. They just closed the account no email nothing about what happened or refund or nothing. They don’t respond , wats app Again no response. They only way to get thing moving is here or complain. This isn’t the way it should be with a gambling issue addiction you need your account closed within 24 hours. A response or something. I have lost a lot of money trying to close my account with respectfully the instructions I was given. I did everything in my power. Email everyone!!! I want my money back played between my multiple email request of closing account. I made a complaint with Tupic licences closed my account. Final straw! I had to go and complain for 1 month for them to closed it after I spend all my money. It’s unfair has I really try to get self excluded all august!!!

Dear vicky2289,

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, 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,

Tomas

Dear vicky2289,

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.

Now I would like to invite a BOHO Casino representative to join this conversation and participate in resolving this complaint.

Dear BOHO Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor , thank you , for looking into this for me. It’s causing a lot of stress for myself.

Hi , I have received request information by email from the casino for the refund documents. I have provided all

information. I have requested the amount being refunded and the response was ,

"You can check the refund amount in the forum where your case is being handled.

Thank you for the information!

Dear Player and Casino Guru Team,

We would like to confirm that the player's account has been closed and is no longer accessible.

Following a detailed review of the player's account activity after August 6, 2026, we calculated the total deposits made during this period and deducted the total withdrawals. Based on this calculation, we have decided to issue a refund of the resulting net amount of CAD 8,363.00.

Should the player or Casino Guru have any questions regarding the calculated amount, we will be happy to provide the relevant transaction history for verification.

Kind regards,

BOHO Casino Team

Hi Boho, I agree and thank you, I will put this has resolved when I receive the money, has I haven’t received nothing yet. I was requested yesterday my documents info for refund for boho payment. I want this resolved quickly has this took very long but really appreciate your help casino guru.

Thank you so casino guru for helping with this. Boho casino I have received the money thank you.

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

Dear vicky2289,

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