BOHO Casino - Pelaajan tilin sulkemispyyntöä ei ole huomioitu.

Hello.

I told them plenty of times in live chat to permanently ban my account because of my addiction, but they told me to send them email.

I did send them 4-5 emails which i have picture/proof of and they still didn't ban me!

Today i told them yet again to permanent ban me plenty of times in live chat but they just refuse to do so!

Now i lost 3000USD because they refused to do their job and follow their own rules! If they just banned me when i first told them this would never have happend!

I want my account banned and i want my 3000USD refunded for not doing their damn job and destroying me. I lost everything because of this!

I don't have picture of the livechat because they banned me there but i have in my email. As you see in my picture i told them plenty of times to ban me and that i have addiction but they did not care at all.

I want my account banned and my money refunded.

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Stay safe.

Dear Freisa,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

Please forward all the account closure requests that you sent to the casino, including any responses from the casino. My email address is jean.s@casino.guru. 

Thank you very much in advance. 

Best regards,

Jean

Hello.

When you ask for permanently bad thw casino is obligated to do so. Many casino perma banned my account when i told them to.

Here i also told them to give me a 3month break.

Frumzi casino did same mistake and they refunded me, i have it on email.

So casino are obligated to close accounts when there is obvious signs. I will send screenshot when i get home

Sent you screenshots now. Cant show the live chat because they banned me there.

They sent me email now again after all this with bonuses. This is disgusting and NOT how they should behave. I have email proof of thag as well which i will send.

All im asking for is refund of the 30600NOK then we can all move on with our lives which is the right thing to do. Bohocasino banned my account two days ago, but i just want my money so we can end this.

Just got email from them that they will refund me. I will let you know here when the proccess is done and will then close the ticket.

I am happy to hear that the casino is cooperating.

Please also confirm whether the casino closed your account for 3 months just like you requested, or if they did something else. Please forward to my email the casino's response to your request.

I will wait for your updates.

Been 5 days and still nothing. Sent email asking about it but no reply. Got a bad feeling that it was all a lie. What should i do? Have you spoken with them yourself ?

Still no respons from them.

Hello Freisa,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello.

Okey, but cant one of you guys just maybe message the casino to check? I have picture proof of them telling me i will get it but ignoring me now. Would really appriciate it since i needed that money for my car, otherwise i need to take a loan which id pref not to.

Still nothing and they keep ignoring every email. Here is proof of them promising me refund.

Quick update: No refund and no reply on email.

Dear CasinoGuru Team,

We would like to confirm that the refund has already been approved internally, and a task for processing the refund has been created.

We kindly ask you to allow some additional time for the funds to be processed and credited, as the payment is currently being handled by the relevant team.

From our side, we will also provide an update here as soon as the refund has been sent.

Thank you for understanding!

Boho Casino Team

Hello.

This is what they told me two weeks ago and crypto ETH transfers are instant and should not take 2-5 weeks. I hope you can do it quick, i am starting work in few days and need to buy me a vehicle to be able to get there and the refund is what will make it happend.

Crossing my fingers it will happend as soon as possible.

Dear Freisa,

I understand you have been waiting for this issue to be resolved, and I truly appreciate your patience throughout the process.

Dear BOHO Casino,

Thank you for your update and for confirming that the refund has been approved internally.

We understand that payment processing may require some time. However, as the player states that he was informed about the refund approximately two weeks ago and is concerned about the lack of further communication, we would appreciate any additional details you can provide regarding the current status of the refund.

Could you please confirm the expected timeframe for completion of the refund? Also, for transparency, could you please let me know the amount for the refund requested?

Thank you in advance.

Just to update its now been three "working" weeks. Refund from my experience is alot faster than this so im really curious whats going on.

Dear CasinoGuru Team,

We would like to confirm that the refund has already been processed.

Best Regards,

BOHO Casino

I just recieved 1700USDS, half of what you promised me. I will be expevting the full amount as promised, 30600NOK, not 17000Nok.

After all this time there is no way i will accept this amount when i was promised 3000Euro as proof in the email. You take weeks lf ingorance then give me half ? Sorry but thats not acceptable.

Fact that you also lie here in the complaint says enough.

I was supposed to get 1.79 ETH while you only gave me 1. Thats almost half of what was promised. So i am missing 0.79 ETH

What i cant understand is why they keep ignoring me and now they are sending me new bonus offers on emails. I have no words

Dear Player,

Thank you for your message.

We would like to clarify that the refunded amount was calculated based on your net losses, using the standard formula of deposits minus withdrawals.

Therefore, the approved refund amount differs from the total amount of deposits referenced in your complaint, as all previous withdrawals were taken into account during the calculation.

We can confirm that the approved refund has been successfully processed.

As the refund has been paid in accordance with the outcome of our internal review, we kindly ask the Casino Guru Team to consider this matter resolved and proceed with closing the complaint.

Kind regards,

BOHO Casino Team

You lied to me and thats not okey. You promised me the refund lf the amount typed above at 30600, not 17000. First you ignore me, then promise me full refund but give me half and lie. Thats totally unacceptable! No mattet what casinoguru do i will damn make sure people stay away from that website at all cost! Disgusting behabour of yours

In the email you literally ASKED for the amount and when i told it you replied saying "Thanks for cooperation. Refund is accepted, please patience." Domething like that. Stop with this utter bullshit youre coming with, if this wierd "calculation" was the reason you would NEVER asked ME the amount and say yes to that. You seriously cant be that dumb to think people will fall for it ? Its so obvious. Sorry for saying the word "dumb" but thwre is literally nothing else.

Dear Boho Casino,

Thank you for your response. For transparency and to help us better understand the basis of the proposed settlement amount of 17,000 NOK, could you please provide the player's total deposits and total withdrawals to date? This information will assist us in reviewing the case more thoroughly.

Thank you in advance.

I didnt win anything so thats such bs. Whoever is new here checking for boho reviews, please do not play here. They are a bunch of lying bastards! People love proofs, which i have lots of. Disgusting! I can promise you Boho i will do whatever it takes to spread the truth so people nevet touch your casino.

Dear Jean,

As requested, we have sent the player's complete deposit and withdrawal history to your email for your review.

Please let us know if any additional information is required from our side.

Kind regards,

BOHO Casino Team

Please send me my deposit and withdrawl history AFTER telling you to close it as well please. I wanna see it snd make sure its true.

They still keep sending me email offers.

Just give me the money so we can end this, and STOP sending me email loffers!!

Dear BOHO Casino,

Thank you for providing the player's transaction history.

After reviewing the information, I would appreciate some clarification regarding the refund calculation.

Based on the correspondence, the player requested a three-month break due to gambling addiction on April 9, and this request appears to have been acknowledged by your support team. However, it is not clear why the restriction was not applied, as the player was still able to deposit and gamble between May 14 and May 19.

Could you please clarify from which date you considered the player eligible for a refund? Specifically, which deposits and losses were included in your calculation, and what was the reasoning behind selecting that date?

Thank you in advance for your clarification.

Dear Jean,

Thank you for your follow-up.

We would like to clarify that, when calculating the refund, we deliberately chose to apply a broader and more favorable approach for the player.

Rather than limiting the calculation only to the period following the player's request for a three-month break, we considered the player's activity starting from the deposit made on 2026-03-16 13:21, which covers a significantly longer period.

Based on this timeframe:

Total deposits: 57,710.82 NOK

Total withdrawals: 40,000.00 NOK

Net losses refunded: 17,710.82 NOK

Given that the refund was calculated using a more favorable methodology than would otherwise apply, we believe the matter has been resolved fairly and respectfully ask that this complaint be considered closed.

Kind Regards,

BOHO Casino Team

Honestly, what are you guys on ? The amount of non sense you're coming with Boho is absolutely insane, i have never in my life seen anything like this"

"Rather than limiting the calculation only to the period following the player's request for a three-month break, we considered the player's activity starting from the deposit made on 2026-03-16 13:21, which covers a significantly longer period."

• Just this itself is the dumbest thing i have ever read. YOU should've banned me AFTER i told you plenty of times to permanent ban me because of addiction and that i couldn't control it. All the deposits made AFTER should be refunded, the fact that you take withdrawls BEFORE me sending those emails is so out of this world i have no words.

I really hope you CasinoGuru can see through this BS they're coming with because it literally make no sense.

If they don't refund the last 13 600NOK they promised me which i have already proven plenty of time, i really hope you will reduce their score by a huge amount.

Want to end this ? Refund me the last 13600NOK and we're done. Refund me the amount you PROMISED and the amount you even asked ME about.

Dear BOHO Casino,

Thank you for your clarification and for explaining the methodology used to calculate the refund.

After reviewing the transaction history, I am not convinced that using the period starting from March 16 is actually the more favorable approach for the player.

On March 17, the player successfully withdrew a total of 35,000 NOK. Including deposits made before this significant withdrawal effectively offsets later losses with winnings that had already been legitimately withdrawn. From our perspective, this places the player in a less favorable position rather than a better one, as it essentially penalizes him for having won and withdrawn funds before the account was reopened.

The core issue in this complaint is that the player's account was reopened despite his previous request for a gambling-related restriction. Once the account became accessible again on May 14, the player was able to continue gambling until May 19.

According to the transaction history, the player deposited 31,842.45 NOK during this period and made a withdrawal of 5,000 NOK. Therefore, it appears more appropriate to assess the refund based solely on the activity that occurred after the account was reopened, as this represents the period during which the casino's responsible gambling measures failed.

Based on these figures, the player's net loss for the relevant period would amount to 26,842.45 NOK (31,842.45 NOK in deposits minus the 5,000 NOK withdrawal).

Could you please review this approach and let us know whether you would be willing to reconsider the refund amount on this basis? We believe this methodology more accurately reflects the direct consequences of the account being reopened and avoids offsetting losses with withdrawals that occurred prior to the reopening.

After reading your message Jean i totally agree with your comment and well said.

I'd be satisfied if BohoCasino could accept that and refund 10 000 / NOK which will make up to 27 000,- as you wrote, instead of the full amount i wrote in the complaint. I hope they will consider this so we can end this and move on with our lives.

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.

They're not going to reply, they are avoiding it on purpose which it's pretty obvious.

Please reduce their score to atleast 4-5 and i thank you for all the help Jean even tho it's been over two month!

Glad to see websites like this where people is willing to help, atleast try 🙂

Dear Jean,

We have sent additional clarification regarding this case to your email, including the relevant figures from our internal review.

We kindly ask you to review the information provided and to reply us.

Kind regards,

BOHO Casino Team

Dear boho, just send the last 10 000nok remaining of the 32k so we can move on. Its the fair decision so we can be done with this. You literally taking weeks to reply and i hope casinoguru take this in consideration regarding your score.

Dear Freisa,

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,

Jean

Hello Freisa,

I am sorry to hear about your troubles. I am Martin, and I will be taking care of your complaint from now on.

Dear casino representative,

to summarize, the player requested a three-month account closure due to gambling problems on 6th of April, which was subsequently reinforced on 7th and 9th of April.

According to the transaction history, the player deposited 31,842.45 NOK and withdrew 5,000 NOK between 14 and 19 May, resulting in net losses of 26,842.45 NOK. As 17,710.82 NOK has already been refunded, 9,131.63 NOK remains disputed.

We strongly believe the player is entitled to these funds. The winnings received before the gambling addiction disclosure should have no effect on the currently disputing amount. same as it would be with losses.

Please clarify whether the casino is willing to refund the remaining amount.