BOHO Casino - Сметката на играча остава отворена въпреки искането за закриване.

Boho Casino won't close my account; my email and chat inquiries are being ignored. I've even explained that I'm a gambling addict, yet I can still deposit funds. Please help me get my money back and have my account permanently closed.

Boho Casino schließt mein Konto nicht,meine Anfragen per Email und auch im Chat werden ignoriert.Ich habe auch geschrieben das ich Spielsüchtig bin und kann trotzdem weiter einzahlen.Bitte um Hilfe,mein Geld wieder zu bekommen und das mein Konto für immer geschlossen wird.

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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 better understand your situation.

• When was the first time you contacted the casino with a request to close your account due to gambling addiction?
• Did you make sure that the emails were sent to the correct email address of the casino?
• Have you ever received any response from that email address?
• What reply did you receive from the live chat support regarding your account closure request?
• Have you passed the full KYC verification at this casino, or have you at least submitted any identity documents for verification?

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 first contacted the casino about closing my account on March 2nd, 2026. I wrote to them several times via chat and also on [email protected] .

On Wednesday, March 4th, I wrote to you again stating that I am addicted to gambling, that my account should be closed, and that I expect a refund.

When I asked about verification, I was told it wasn't needed because I was already verified at the sister casino.

I keep being told to wait because of the closure, etc.

I am almost always ignored.

They have everything in writing, including information about the gambling addiction via email.

Ich habe mich wegen dem Konto schließen zum ersten mal am 02.03.2026 ans Casino gewendet.Ich habe ihnen öfters im Chat geschrieben und auch auf [email protected].

Am Mittwoch den 4.03 habe ich Ihnen dann nochmal geschrieben das ich Spielsüchtig bin,dass mein Konto geschlossen werden soll und ich eine Rückerstattung erwarte.

Als ich wegen der Verifizierung gefragt habe hat es geheissen das wird nicht benötigt da ich im Schwestercasino schon verifiziert bin.

Ich werde immer nur verwiesen das ich warten soll wegen der Schließung usw.

Fast immer werde ich ignoriert.

Sie haben alles schriftlich,auch wegen der Spielsucht per Email.

Today, March 6th, my account was finally deactivated. My request for a refund continues to be ignored.

Heute,den 06.03 wurde mein Konto endlich deaktiviert.Eine Antwort wegen der Rückerstattung wird weiterhin ignloriert.

You are simply saying you will not refund my money even though you received written confirmation of my gambling addiction from me via email.

Es heisst nur Sie erstatten mir mein Geld nicht retour obwohl Sie das mit der Spielsucht von mir per Email schriftlich belommen haben

Thank you for your responses.

According to the available evidence, you submitted your self-exclusion request with gambling addiction explicitly mentioned on 4 March, and the casino closed your account on 6 March. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, BOHO Casino acted promptly and restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Casino.Guru

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