BOHO Casino - Pelaajan voittoja on rajoitettu.

I believe Boho was in the wrong on my withdraw of 12115.00 I made all the wagering requirements BOHO's system and securty allowed me to request withdraws 3x and cancel withdraws and request a different amount All 12115.00 was on the able to withdraw side NONE were on locked by bonus

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you received the bonuses "Personal Free Spins by Darius", "Free from Darius", and "Personal Free Spins by Petra" from the casino's customer support after you asked for a free, no-deposit bonus?
• Have you made any deposits between activating these three bonuses?
• Could you please specify how much you won from each of these bonuses?
• Was any of the bonuses capped right after you finished the wagering requirements, or was there no cap applied until you submitted several withdrawal requests?

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

Veronika

I never asked for no deposit or bonus the only thing I asked for is the wagers x won't be so high Darius is the one who gave me 15x I did deposit 30.00 I am not sure when I believe I had 30 in my account before but I can't be certain on my attachments I have a 30.00 deposit and as for what bonus I won on i think it was Darius but not sure because boho has refused to give me the spin report or anything else to show what I won and on what game but

I do know for certain that there was never a message to say the game was capped I have only a payout of 300.00 or anything else like that there's was no message at all I hope this answers all your questions nothing showed anything capped all 2 cancelations 1000.00 and 4000. We're mine because I had to cancel the withdrawal to go for a bigger withdrawal absolutely nothing showed capped or locked in every thing was accepted by the computer and the security system and it was the back office the next day that refused everything

Could you please request the casino to send your entire gaming history in Excel format and then forward it to me at veronika.f@casino.guru?

We will review the document and check whether your winnings were capped correctly or by mistake. Thank you for your cooperation.

I will be forwarding you the gaming excel shee

I have forwarded the gaming details from boho and sent you an email with a summary and details of my bets and breakdown from my email

Dear thisisme2222

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, Michal (michal.k@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,

Veronika

Thank you for the time you have put in on my case I am very impressed with the speed and professional way yourself and Casino Guru has handled my complaint

Joan

Hello thisisme2222,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BOHO Casino to join the conversation.

Dear BOHO Casino,

While I acknowledge the attempted clarification of your actions to the player via email, I would greatly appreciate your detailed clarification on the course of events. Furthermore, please forward me the player's full gamelog, including the bonus history and the balances during this time, for an independent assessment.

If there are any factors influencing this decision that may not be appropriate to disclose publicly, please feel free to share them with me directly at michal.k@casino.guru.

Thank you in advance.

Dear Michal,

We apologize for the delay in our response!

We would like to inform you that the winnings referred to by the player were voided due to the restrictions associated with the bonus the player used.

The amount of funds that has been subtracted from the account is 12115.56 CAD because the player have exceeded the maximum withdrawal limit of the special Free from Darius bonus.

You can check the information via the link below:

https://www.bohocasino.com/bonus-terms-and-conditions

According the maximum amount of winnings that will be paid out resulting from weekly cashback, personal cash bonuses from the VIP manager, loyalty bonuses, Tournament cash prizes will equal the bonus amount multiplied by 10 unless otherwise stated.

Best Regards,

Bohocasino Team

Can you please delete my last post

Thank you

Dear thisisme2222,

I have sent you an email with my thoughts on the situation at hand. Additionally, please specify why you want to remove your previous response.

Dear Bohocasino Team,

I am still awaiting the complete gamelog for the player, which should include the bonus history and the balances for the specified period, along with the timestamps. I have previously requested this information from you for an independent evaluation.

I would appreciate it if you could provide this at your earliest convenience at michal.k@casino.guru

I would like the previous email deleted as I realized that facts were wrong and i am working on a correction

Thank you

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 Michal,

We sincerely apologize for the delay in responding!

We have sent the full betting history and the bonus history to the email address you provided above.

Thank you for your cooperation!

Best Regards,

Bohocasino Team

Thank you for all the information and evidence, Bohocasino Team.

Dear thisisme2222,

After receiving and reviewing all the related information and evidence regarding your case, I have to conclude that the casino team has not done anything that would not be in alignment with their established rules or that we would consider unfair.

As I have informed you in detail via email, it was confirmed that in this situation, we are solely talking about funds stemming from the no-deposit bonus/free spins.

While it would be beneficial to receive a bonus pop-up message or notification indicating that standard bonus terms continue to apply once you complete the wagering of the free spins, however, even a lack of such a notification does not imply that the terms and conditions are not applicable. The bonuses were not offered as "no-rules" bonuses.

I understand how disappointing this situation must feel, and I regret that the outcome isn’t what you were hoping for. Please know that we, as an independent entity, have carefully reviewed all the details before reaching a conclusion.

No-deposit bonuses and free spins are offered as complimentary funds to allow players to enjoy the games and explore the platform, with the opportunity to win a limited amount. Because of this, the casino is not obligated to pay out more than what is stated in its terms and conditions.

I completely understand how frustrating this situation can be, and I genuinely appreciate the time and effort you’ve taken to share your perspective. Please rest assured that our goal is always to review each case carefully, fairly, and transparently. I hope this explanation helps clarify the reasoning behind the decision and offers some reassurance that your concerns have been given full attention.

This being said, can I consider the matter sufficiently clarified/addressed, or do you require assistance with anything else?

I want to thank Casino Guru Complaint department for working on my complaints .Even though the outcome wasn't to my advantage.Thier work was done with professionalism and non biased The people that I have communicated with have answered all my questions and emails in a timely manner Thank you again Michal and Veronika and your whole team

Dear thisisme2222,

Thank you for your reply. I'm glad that we could adequately clarify/address the matter at hand, even if the result wasn't what you were hoping for.

I will now move forward with closing the case.

Please know that if you experience any issues with this or any other casino in the future, you are always welcome to contact our Complaint Resolution Center. We are here to support you and will be happy to assist.

Kind regards,

Michal

Casino Guru