BoaBoa Casino - Играчът изисква възстановяване на сумата поради неуспешно самоизключване.

Dear Boaboa Casino,

I would like to hereby inform you that the requirements regarding my request for self-exclusion due to gambling addiction have not been met.

I have previously contacted your site's live chat several times, requesting immediate self-exclusion, but each time I was directed to contact support via email.

Subsequently, on October 3, 2025, I sent an email to [email protected] As per your instructions, I formally requested self-exclusion. I received a response asking me to accept certain requirements, which I promptly did. However, despite my acceptance, my request was not processed, and my account remained active.

Due to this gross negligence, on October 8, 2025, I made further deposits totaling €2,000, an amount I would never have deposited had my self-exclusion been correctly applied.

Therefore, I request a full refund of the €2,000 sum, as I believe my rights to protection as a player with addiction issues have been violated and that you have failed to apply the self-exclusion procedure.

Spett.le Boaboa Casino,

con la presente desidero segnalare che non sono stati rispettati i requisiti richiesti in merito alla mia richiesta di autoesclusione per motivi di dipendenza dal gioco.

In data precedente ho contattato più volte la live chat del vostro sito chiedendo l’attivazione immediata dell’autoesclusione, ma sono stato ogni volta indirizzato a contattare il supporto tramite e-mail.

Successivamente, in data 3 ottobre 2025, ho inviato un’e-mail all’indirizzo [email protected], come da vostre istruzioni, chiedendo formalmente l’autoesclusione. Mi è stata inviata una risposta in cui mi si chiedeva di accettare alcuni requisiti, cosa che ho fatto prontamente. Tuttavia, nonostante la mia accettazione, la mia richiesta non è stata eseguita, e il mio conto è rimasto attivo.

A causa di questa grave negligenza, in data 8 ottobre 2025 ho effettuato ulteriori versamenti per un totale di €2.000, importo che non avrei mai depositato se la mia autoesclusione fosse stata correttamente applicata.

Pertanto, chiedo il rimborso integrale della somma di €2.000, in quanto ritengo che siano stati violati i miei diritti di tutela come giocatore con problematiche di dipendenza e che vi sia stata una mancata applicazione della procedura di autoesclusione da parte vostra.

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Dear gianlucxx,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?

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,

Katarina

• My account was blocked on October 8, 2025, just after I made a deposit of €2,000 and filed a complaint about the failure to self-exclude.

• After the complaint, the support helped me

• This proves that I had followed the required procedure correctly and that the failure to block my account was not my fault, but rather a mismanagement by the casino, which still allowed me to make a further deposit despite my self-exclusion confirmation.

Only after submitting the complaint on October 8th was I informed that they "had not received my confirmation"—a false statement, as I have proof of the email sent and received from them.

• Furthermore, they never responded to my reply email of October 8th, in which I attached the confirmation and reported the error.

• All of this demonstrates a failure on the casino's part to properly apply the self-exclusion procedure, leading me to deposit further money despite my block request.

I therefore believe that the casino is entirely responsible and that, according to the Curaçao regulations (LOK 2025 – Responsible Gaming), I am entitled to a refund of the €2,000 deposited after confirming self-exclusion.

• Il mio account è stato bloccato l’8 ottobre 2025, solo dopo aver effettuato un deposito di 2.000 € e aver inviato un reclamo per la mancata applicazione dell’autoesclusione.

• Dopo il reclamo, l’assistenza mi ha

• Questo dimostra che avevo seguito correttamente la procedura richiesta e che il mancato blocco dell’account non è dipeso da me, ma da una mancata gestione da parte del casinò, che mi ha comunque permesso di effettuare un ulteriore deposito nonostante la mia conferma di autoesclusione.

Solo dopo aver inviato il reclamo l’8 ottobre, mi è stato comunicato che "non avevano ricevuto la mia conferma" — un’affermazione falsa, poiché ho la prova dell’e-mail inviata e ricevuta da loro.

• Inoltre, non mi hanno più risposto alla mia e-mail di replica dell’8 ottobre, nella quale ho allegato la conferma e segnalato l’errore.

• Tutto questo dimostra una mancanza da parte del casinò nell’applicare correttamente la procedura di autoesclusione, portandomi a depositare ulteriormente denaro nonostante la mia richiesta di blocco.

Ritengo quindi che la responsabilità sia interamente del casinò e che, in base alle norme di Curaçao (LOK 2025 – Responsible Gaming), mi spetti il rimborso dei 2.000 € depositati dopo la conferma di autoesclusione.

Thank you very much, gianlucxx, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello gianlucxx, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BoaBoa Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Regarding the self-exclusion issue, I'd like to point out that I contacted the casino's live chat several times, requesting that my account be closed due to addiction, but each time I was told that it wasn't possible to proceed via chat and that I had to contact support via email.

I then followed the instructions and submitted the request via email on October 3, 2025. However, despite my confirmation response (sent within minutes of their request), my account was not banned.

I was later informed that they had not received my confirmation, but as the attached emails demonstrate, my response was sent and received.

My account was only blocked on October 8, 2025, after I requested a refund of the €2,000 deposited due to their failure to apply self-exclusion.

Therefore, the casino's failure to close my account was directly responsible for ignoring my confirmation and allowing me to continue playing and depositing despite my self-exclusion request.

In merito alla questione dell’autoesclusione, desidero precisare che ho contattato più volte la live chat del casinò chiedendo la chiusura del mio account per motivi di dipendenza, ma ogni volta mi è stato detto che non era possibile procedere tramite chat e che dovevo scrivere al supporto via e-mail.

Ho quindi seguito le istruzioni e inviato la richiesta via e-mail il 3 ottobre 2025. Tuttavia, nonostante la mia risposta di conferma (inviata entro pochi minuti alla loro richiesta), il mio account non è stato escluso.

Successivamente, mi è stato comunicato che non avevano ricevuto la mia conferma, ma come dimostrano le e-mail allegate, la mia risposta è stata regolarmente inviata e ricevuta.

Il mio account è stato bloccato soltanto l’8 ottobre 2025, dopo che ho chiesto il rimborso dei 2.000 € depositati a causa della loro mancata applicazione dell’autoesclusione.

Pertanto, la mancata chiusura del mio account è stata una responsabilità diretta del casinò, che ha ignorato la mia conferma e mi ha consentito di continuare a giocare e depositare denaro nonostante la mia richiesta di autoesclusione.

Dear all,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

BoaBoa Casino Team

I hope this case will be looked into soon, especially since you haven't replied to my emails.

Spero che verrà esaminato presto questo caso anche perché non mi avete più risposto alle e-mail

Dear Gianlucxx,

Thank you for your message.

We have reviewed your correspondence regarding your self-exclusion request dated October 3, 2025. While we acknowledge receipt of your initial email, we must clarify that your claim of having accepted the self-exclusion terms and confirming the closure of your account is not supported by our records.

Following our response to your initial request, we provided you with the necessary steps and requirements to complete the self-exclusion process. However, we did not receive any further communication from you confirming your acceptance or requesting that your account be closed in accordance with our procedures. As such, your account remained active.

Best regards,

Boaboa Casino Team

In reference to your email, I would like to reiterate that I did indeed send confirmation of my self-exclusion request on October 3, 2025, as per your instructions.

I responded to your acceptance request email within a few minutes, expressly confirming the closure of my account due to gambling addiction (ludopathy).

In my response, I clearly wrote:

👉 "I accept, I'm a compulsive gambler."

This sentence constitutes an explicit and unequivocal confirmation of my willingness to accept the terms and proceed with immediate self-exclusion.

I am attaching again proof of my response and the confirmation I sent.

Therefore, your claim that you did not receive my confirmation does not correspond to the facts, and the failure to apply the self-exclusion did not depend on me, but on your failure to manage the procedure.

In riferimento alla vostra e-mail, desidero ribadire che ho effettivamente inviato la conferma della mia richiesta di autoesclusione in data 3 ottobre 2025, come da vostre istruzioni.

Ho risposto entro pochi minuti alla vostra e-mail di richiesta di accettazione, confermando espressamente la chiusura del mio account per motivi di dipendenza dal gioco (ludopatia).

Nella mia risposta, ho scritto chiaramente:

👉 "Accetto, sono ludopatico."

Tale frase costituisce una conferma esplicita e inequivocabile della mia volontà di accettare i termini e di procedere con l’autoesclusione immediata.

Vi allego nuovamente la prova della mia risposta e della conferma inviata.

Pertanto, la vostra affermazione secondo cui non avreste ricevuto la mia conferma non corrisponde ai fatti, e la mancata applicazione dell’autoesclusione non è dipesa da me, ma da una vostra mancanza nella gestione della procedura.

I would like to thank both sides for the further updates.

Dear BoaBoa Casino, as per the evidence provided by the player, it seems like a response has been sent to the conversation within ticket ID 36305752. Could you please double check your system for a full transcript from this conversation? If necessary, any sensitive information can be sent directly to me via e-mail at [email protected].

Dear gianlucxx, while waiting for the casino to respond, I would like to ask if you could forward me the response which casino claims they have not received, and if you could also send me a recording of your screen, showing the message in your "Sent" folder within the mailbox. That way we have a solid proof of the message being sent.

In hopes of elevating at least some of the frustration regarding this case, I can confirm that in case of account closures and self-exclusion requests, majority of the casinos require such requests to be sent from the e-mail address associated with the account. This is to prevent fraudsters or pranking friends to cause issues for the real account holders. This is the reason why usually live chat agents (who can't confirm the identity of a person they are talking to) can't process account closure and why BoaBoa staff was asking you to send the e-mail to their official support address.

Dear Matej, here are the screenshots you requested... I'll try to attach the evidence as best I can.

I remain at your disposal for any clarification.

Best regards,

Gianluca

Gentile Matej, ecco a lei gli screen richiesti... cercando di allegare nel miglior modo possibile le prove.

Resto a sua disposizione per un eventuale chiarimento.

Cordiali Saluti,

Gianluca

Dear Matej,

We would like to inform you that we have sent you an email regarding the evidence showing that the player has not responded to us to confirm their decision. The communication includes supporting documentation outlining the lack of response on their part.

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

Best regards,

BoaBoa Casino Team

Dear gianlucxx, for security and legal reasons I am unable to share any screenshots from the casino's internal systems. But the evidence I have received shows that the casino has not received your confirmation about account closure.

I believe there is a simple way how to determine whether the message you have sent has been received or not. This casino is using particular messaging system, that always confirms reception of messages by an automated reply, stating the ticket ID, like the one you have received before:

Can you please confirm whether you have received the automated message after sending the account closure confirmation to the casino? Thank you.

I personally tested it by sending a message to BoaBoa's support address using the "Reply" command, to see if the automatic confirmation reply was actually received.

However, I did not receive any automatic responses, which proves that either your system is designed not to display such confirmations, or that automatic responses are only sent when the casino decides to enable them.

Therefore, your claim that receipt of messages is always confirmed by a ticket ID is not supported by the facts.

I would also like to understand why, on October 8th, after I sent a message requesting a refund due to my failure to be excluded, my account was blocked without any confirmation or authorization from me.

Even more so, I find your position that you did not receive any written consent inconsistent: if such consent does not actually exist, it is not clear on what basis you proceeded to block my account.

I therefore believe it is necessary to receive specific clarifications regarding this decision and the criteria that motivated it.

It doesn't say "I accept and request closure" in this email, but I had already done so.

Ho effettuato personalmente una prova inviando un messaggio all’indirizzo di supporto di BoaBoa utilizzando il comando "Rispondi", per verificare se effettivamente venisse ricevuta la risposta automatica di conferma.

Tuttavia, non ho ricevuto alcuna risposta automatica, il che dimostra che il sistema da voi utilizzato è strutturato in modo tale da non mostrare tali conferme, oppure che l’invio delle risposte automatiche avviene solo quando il casinò decide di attivarle.

Di conseguenza, la vostra affermazione secondo cui la ricezione dei messaggi viene sempre confermata da un ticket ID non trova riscontro nei fatti.

Desidero inoltre comprendere per quale motivo, in data 8 ottobre, dopo aver inviato un messaggio in cui richiedevo un rimborso a causa della mancata esclusione, mi sia stato bloccato l’account senza alcuna mia conferma o autorizzazione.

A maggior ragione, trovo incoerente la vostra posizione secondo cui non avreste ricevuto alcun consenso scritto: se tale consenso effettivamente non esiste, non si comprende su quale base abbiate proceduto al blocco del mio account.

Ritengo quindi necessario ricevere chiarimenti puntuali in merito a questa decisione e ai criteri che l’hanno motivata.

Non si legge accetto e chiedo chiusura in questa email ma che avevo gia' fatto.

Thank you for the further details. Since the final answer of the support is not really telling who is "him", it is up to the casino to provide the full transcript if necessary.

I would also like to have the full transcript of the ticket as requested via email and have never received any response

Vorrei anche avere la trascrizione completa del ticket come richiesto tramite e-mail e non ho mai ricevuto nessuna risposta

Dear all,

We would like to inform you that your request has been forwarded to the relevant department for further review.

Our team is currently examining the matter to ensure it is addressed appropriately.

We will provide you with an update as soon as we receive additional information from the department.

Thank you for your patience and understanding.

Kind regards,

BoaBoa Casino Team

Dear Matej,

We would like to inform you that we have sent you an email regarding the matter. Please review it at your earliest convenience.

Best regards,

BoaBoa Casino Team

I requested a full transcript but didn't receive anything and wasn't considered. Why?

Avevo chiesto la trascrizione completa ma non ho ricevuto nulla e non sono stato preso in considerazione. Come mai?

I would like to thank the BoaBoa Casino for permanently self-excluding the player and closing the account, as confirmed in our latest conversation via e-mail.

Dear gianlucxx, I am not allowed to share anything that casino representatives send me, as it often contains internal data and could lead to a security breach or personal data leak. However, you can request any and all data concerning yourself to be sent to you, via official support channels.

Regarding the evidence provided by the casino, it seems like on the 3rd October the support team has asked you to confirm that your request for account closure was genuine, and never received any response. Can you please let me know whether you have received this message, or if you have inquired (either via e-mail or live chat) about status of your self-exclusion request? It has ID number #36305752. Thank you.

Dear team,

As previously indicated, I did indeed respond to the casino's request on October 3, 2025, confirming the self-exclusion as also shown in the email screenshots I already provided a few weeks ago.

In my reply, I clearly wrote the sentence "I accept, I am a compulsive gambler," which explicitly confirms my desire to close my account due to gambling addiction.

Therefore, the casino's statement that it did not receive my confirmation does not correspond to reality.

Additionally, I would like to point out that the casino did not provide all the complete information regarding my chat transcript request (submitted via email on 10/23/2025, ticket id 37483131), nor did they display my response dated October 3, 2025, which appears to have been sent.

I remain available to provide again all the evidence already sent, including screenshots.

Gentile team,

come già indicato in precedenza, ho effettivamente risposto alla richiesta del casinò del 3 ottobre 2025, confermando l’autoesclusione come mostrato anche negli screenshot delle e-mail che ho già fornito alcune settimane fa.

Nella mia risposta ho scritto chiaramente la frase "Accetto, sono ludopatico", che costituisce una conferma esplicita della mia volontà di chiudere l’account per motivi di dipendenza dal gioco.

Pertanto, la dichiarazione del casinò secondo cui non avrebbe ricevuto la mia conferma non corrisponde alla realtà.

Inoltre, desidero sottolineare che il casinò non ha fornito tutte le informazioni complete relative alla mia richiesta di trascrizione della chat (inoltrata tramite e-mail giorno 23/10/2025 ticket id 37483131), né ha mostrato la mia risposta del 3 ottobre 2025, che invece risulta regolarmente inviata.

Resto a disposizione per fornire nuovamente tutte le prove già inviate, compresi gli screenshot 

Dear gianlucxx, since screenshots of e-mails are a very questionable proof (since it can be easily doctored), it is always best practice to keep the original e-mails stored in the "Sent" mailbox, ideally with any communication accompanying it, like automated responses with ticket ID number.

However, since you have already stated gambling addiction in your previous messages that were acknowledged by the casino, I will not require further evidence. At Casino Guru, we believe that once the addiction has been clearly mentioned, the casino needs to act immediately and at least suspend the account, especially one with such a high safety index as BoaBoa. Right now I am in talks with the casino representative regarding the account closure and refund request. Once I hear back, I will post an update here, to keep you informed.

Thank you so much, Matej, for your support. I remain at your disposal for any further clarification.

Gianluca

Grazie mille Matej per il tuo supporto. Resto a tua disposizione per ulteriori chiarimenti.

Gianluca

Dear Gianlucxx,

I hope this message finds you well.

After thoroughly reviewing your case, we are happy to return 2000 EUR. To proceed with the refund, kindly provide us with the details of your bank account in the following format as a reply to the email we have sent you:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Thank you for your patience throughout the process.

Best regards,

BoaBoa Casino Team

I just replied via email and I'm replying here too

[PERSONAL DETAILS REDACTED BY CASINO GURU]

Ho appena risposto tramite e-mail e rispondo anche qui

[PERSONAL DETAILS REDACTED BY CASINO GURU]

I would like to thank the BoaBoa Casino for reconsideration. Please, let us know once the payment has been processed on your end.

Dear gianlucxx, please do not post any personal details and payment methods you own anywhere on public forums and widely accessible threads like this complaint. The internet identity theft is a huge issue these days, and the details you have shared above could have been misused for fraudulent and criminal activities. Thank you and stay safe online. :)

I contacted live chat to see if they had received my email, and their response was this: Thank you for waiting! We received your email regarding this matter, and our team is working on it as soon as possible. You will receive further information via email from our dedicated team.

I will wait for the refund to be processed

Ho contattato la live chat per informarmi se avevano ricevuto la mia e-mail e la sua risposta è stata questa: Grazie per la sua attesa ! Abbiamo ricevuto la sua email in merito e il nostro team sta elaborando la situazione il prima possibile. Riceverai ulteriori informazioni via email dal nostro team competente .

aspetterò l’elaborazione del rimborso

Dear Gianlucxx,

I hope this message finds you well.

Thank you for providing the requested details. Rest assured we will let you know once the transaction is completed.

Thank you for your patience and cooperation.

Best regards,

BoaBoa Casino Team

As the casino is processing the withdrawal now, I will swap the timer towards BoaBoa Casino.

Once the processing is confirmed as done, I'll swap the timer towards gianlucxx, and we'll wait for confirmation of receiving the money, before considering the case being resolved.

Thank you and have a nice weekend! :)

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

Dear gianlucxx,

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,

Matej