BOHO Casino - Igračev nalog je ponovo otvoren uprkos zabrinutosti zbog zavisnosti.

Dear Casino Guru,

I am submitting this formal complaint regarding Boho Casino and what I believe is a serious failure in responsible gambling practices and player protection.

Since July 28, 2025, I have repeatedly contacted Boho Casino through chats and emails requesting assistance regarding my gambling addiction, excessive losses, and urgent requests for permanent account closure/self-exclusion. Despite my clear communication about my addiction struggles and financial harm, my concerns were not properly addressed.

To date, I have deposited approximately $78,000 CAD or more into this casino, with very minimal withdrawals in comparison. I made it extremely clear on multiple occasions that I was struggling with compulsive gambling behavior and needed my account permanently closed for my own protection.

Although the account was eventually closed, Boho Casino later reopened my account without appropriately addressing my prior addiction disclosures or ensuring proper responsible gambling safeguards were in place. Since the reopening of my account, I have unfortunately deposited an additional $30,000+ while continuing to struggle with addiction.

This situation has caused devastating emotional, psychological, and financial harm to me and my family. What is most concerning is that despite my repeated pleas for help and requests for permanent exclusion, Boho Casino continued sending promotional emails, offers, and marketing materials encouraging further gambling activity. This is deeply irresponsible and completely unacceptable for a gambling operator claiming to support responsible gaming policies.

I respectfully request that Casino Guru thoroughly investigate the following concerns:

Failure to properly enforce permanent self-exclusion/account closure requests.

Reopening an account after clear disclosures of gambling addiction.

Continued promotional targeting despite addiction-related complaints.

Failure to provide adequate responsible gambling intervention.

Negligence in protecting a vulnerable player despite repeated warnings and requests for help.

I kindly ask Casino Guru to assist in seeking a fair resolution, including review of potential compensation/refund considerations due to the casino’s failure to uphold responsible gambling standards and player protection obligations.

I can provide copies of emails, chat records, transaction history, and evidence of repeated requests for account closure if required.

Thank you for your time and assistance. I sincerely hope this matter will be taken seriously to prevent further harm.

Sincerely,

[Redacted]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

2.2 Self-Exclusion by request.

Players can also contact the support team via email support@bohocasino.com to inform them of their decision to stop gambling on the website, whether for a definite or indefinite period of time. The support team will take the necessary steps to block the player's access to their account and ensure that no promotional materials are sent to them during this period.

If a player is self-excluded from the casino, they will be unable to log into their account or request a withdrawal of any remaining balance. However, once self-excluded, the player can reach out to the support team via email to initiate a withdrawal of their remaining balance.

The support team will respond within a reasonable timeframe, providing information on how to proceed with the withdrawal and assisting the player through the process. It’s important to note that active self-exclusion does not exempt a player from the verification procedure, should it be required by the casino to process the funds. Any remaining funds will be paid out according to the casino's withdrawal limits.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila

Boho Casino has informed me that my pending withdrawal of CAD $6,000 is being processed and that my account will be closed afterward. However, I have not yet received the funds and therefore do not consider the matter resolved at this time.

I respectfully request that this complaint remain open until the withdrawal has been successfully received and my account has been permanently closed.

In addition, I still have concerns regarding my previous requests for account closure due to gambling addiction, the reopening of my account, and the continued ability to deposit funds despite my requests for closure.

Thank you for your assistance.

:::

I would like to confirm that I have now received my pending withdrawal of CAD $6,000. However, my primary complaint remains unresolved and I respectfully request that the investigation continue.

My complaint is not solely about the withdrawal. It concerns the way my gambling addiction concerns were handled and the fact that my account was reopened after I had previously requested permanent closure due to gambling addiction and significant financial losses.

Closing the account initially was already a difficult and lengthy process. After suffering substantial losses and experiencing severe emotional distress related to my gambling addiction, I repeatedly contacted the casino requesting permanent account closure. The purpose of this closure was to protect myself from further gambling harm.

Despite this, my account was later reopened without my knowledge or consent. When I discovered this, I immediately contacted support asking why the account had been reopened and requesting that it be closed again. The only response I received was that my request had been transferred and that someone would get back to me. No meaningful action was taken, and no closure occurred.

During this period, I continued receiving promotional emails and marketing offers encouraging me to gamble. While struggling with addiction, these communications were extremely harmful and contributed to further gambling activity. At the same time, I was still attempting to communicate my concerns and request account closure, yet my requests were not properly addressed.

As a result, I suffered significant additional financial losses and severe mental and emotional distress. The reopening of an account belonging to an individual who had already disclosed gambling addiction raises serious responsible gambling and player protection concerns.

I respectfully request that Casino Guru investigate the following:

Why was my account reopened after I had requested permanent closure due to gambling addiction?

What responsible gambling procedures were followed before the account was reopened?

Why were my subsequent closure requests not acted upon promptly?

Why did I continue receiving promotional and marketing communications despite my documented gambling addiction concerns?

A full review of my account history, including all deposits, withdrawals, communications, closure requests, and responsible gambling interactions.

An assessment of whether the casino fulfilled its duty of care and responsible gambling obligations.

I have attached screenshots, emails, chat transcripts, and supporting communications that demonstrate my repeated requests for account closure and my ongoing concerns regarding gambling addiction.

This situation has caused substantial financial hardship, emotional suffering, stress, anxiety, and harm to my overall well-being. I believe a thorough review of the casino’s actions is necessary to determine whether appropriate responsible gambling measures were followed.

My concern extends beyond the period following the account reopening. I request that the entire history of the account be reviewed from the date of registration, as my gambling addiction concerns and requests for assistance were present throughout my relationship with the casino. A review of only the most recent transactions would not provide a complete picture of the circumstances that led to my losses and ongoing harm.

Thank you very much for your response. I would greatly appreciate it if you could summarize the timeline of the events. Specifically:

• When did you first disclose your gambling problems and when did the casino initially close your account?
• Additionally, could you please provide the date when your account was reopened and the exact date when it was closed for the second time?

Furthermore, if possible, could you kindly forward any receipts for deposits made during this period? You can reach me at attilla.g@casino.guru.

Thank you for your cooperation.

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have already emailed all the requested information to the email address provided attilla.g@casino.guru. I did not received any response yet.

I am still waiting for a resolution. I want to understand how this platform addresses concern when casinos, do not remove promotional emails and players struggling with gambling addiction are not treated fairly. After closing an account with gambling addiction, how is it allowed for the casino to reopen the account???

Dear Player,

Thank you for your response.

Could you please provide proof of any deposits made after you informed the casino about your gambling problem (e.g. bank statements, deposit confirmations, or transaction history)?

This information is necessary for us to review the complaint further.

Best regards,

Attila

As the casino has complete access to my account history, I kindly ask that you review your own records. My complaint is that I informed Boho of my gambling problem and requested that my account be closed, yet it was later reopened and I was able to continue depositing despite my self-disclosed gambling addiction.

I would appreciate it if you could obtain the relevant deposit history directly from the casino, as they are in the best position to verify all deposits made after before account closure, after gambling addiction was mentioned and after account was reopened.

Thank you for your understanding, and I look forward to your further review.

Dear Player, thank you for your response. Unfortunately, without the necessary documentation confirming that deposits were made after the reopening of your account, we are unable to pursue refunds from the casino. If you have any supporting documents, such as email confirmations, transaction reports, or bank statements that verify these deposits, please do not hesitate to attach them. You can send the documentation to my email at attila.g@casino.guru.

Thank you in advance for your reply.

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your response.

I must respectfully disagree with your position. I have already explained that the bank account used for these transactions has since been closed, and I no longer have access to the complete deposit history. It is unreasonable to expect me to reconstruct years of transactions across multiple gambling operators simply because your client failed to uphold its responsible gambling obligations.

The core issue of this complaint is not whether I can produce bank statements. The issue is that I explicitly requested the permanent closure of my account due to my gambling addiction. Despite this, my account was reopened, allowing me to continue gambling and suffer significant financial losses.

Boho Casino has complete access to my account records, including every deposit, withdrawal, login, and gaming transaction made after my account was reopened. Those records are generated and stored by the casino itself. They are in the best position to determine exactly how much I deposited after reopening.

I therefore request that Casino Guru obtain this information directly from Boho Casino instead of placing the burden on me to produce records that are no longer reasonably available. The casino should not benefit from its own failure to enforce responsible gambling measures by shifting the evidentiary burden onto a vulnerable player.

I have cooperated throughout this process and provided all information reasonably available to me. I now ask that Casino Guru require Boho Casino to disclose my complete transaction history following the reopening of my account so that this complaint can be assessed fairly.

I look forward to your response.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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,

Attila

Hello Jashleen786,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BOHO Casino representative to enter the discussion.

Dear Casino Representative,

could you please check the case and explain your view of this matter?

The player has provided communications indicating that she explicitly mentioned gambling addiction and requested immediate account closure on 29 July 2025. Further closure requests followed, and the account was reportedly closed on 14 August 2025.

Eventually, the account was reopened on 12 March 2026, after which she incurred further losses. She also continued receiving promotional offers following the original closure.

Could you please provide us information regarding the complete account-status history, including all closure and reopening dates? Additionally, a transaction history showing deposits, withdrawals, bonuses and gameplay between the initial requests and closure, and throughout the reopened period are also necessary to assess the case.

Please also confirm whether the account is now permanently self-excluded and whether all marketing has been stopped. Sensitive records may be sent privately to martin.l@casino.guru.

Dear Martin,

Thank you for inviting us to address this matter.

First and foremost, we sincerely apologize to the player for the erroneous reopening of her account. We acknowledge that this should not have occurred and deeply regret the concern and distress this situation may have caused.

We have reviewed the case and can confirm that the player’s account has now been closed and is no longer accessible.

During the period in question, the player deposited a total of CAD 30,120.00 and successfully withdrew CAD 31,500.00. Therefore, the total amount withdrawn exceeded the total deposits by CAD 1,380.00, meaning that the player did not incur a net financial loss during this period.

Considering that the account has been closed and that there was no net financial loss following its reopening, we respectfully ask that this complaint be considered resolved and closed.

Once again, we sincerely apologize for the erroneous reopening of the account and any inconvenience or distress it may have caused.

Kind regards,

BOHO Casino

Dear Casino Representative,

Thank you your message and clarification.

To support the presented conclusion, could you please provide the transaction history covering all deposits and withdrawals from 29 July until the closure?

Please also confirm that the player has been permanently removed from all promotional communication. Since the files are most likely confidential, I would like to kindly as you to sent them privately to martin.l@casino.guru.

Kind regards,

Martin

Dear Martin,

Thank you for your continued involvement in this complaint.

I would like to respectfully clarify that my complaint is not solely about the deposits, withdrawals, or whether I made a net profit or loss after my account was wrongly reopened. I believe the casino is attempting to narrow the scope of this complaint to avoid addressing the real issue.

The central issue is that Boho Casino knowingly reopened an account that had been permanently closed due to my gambling addiction and self-exclusion requests. They have already admitted that reopening my account was an error and should never have happened.

The fact that I may have withdrawn more than I deposited during that specific reopening period does not erase the harm caused, nor does it remove the casino’s responsibility under responsible gambling principles.

I would like the casino to answer the following questions:

Why is the transaction history being limited only to the period beginning 29 July, instead of including my complete account history from the date the account was originally opened?

Why are my substantial historical deposits and losses being ignored, particularly when those losses were one of the reasons I repeatedly requested that my account be permanently closed?

Why has the casino failed to address the fact that I made multiple requests to close my account because of my gambling addiction, yet the account was later reopened, allowing me to continue gambling?

If the casino acknowledges that reopening my account was a serious mistake, how can it conclude that there was no harm simply because of the financial outcome during one isolated period?

This complaint concerns consumer protection, responsible gambling obligations, and the casino’s failure to protect a vulnerable player. The issue is not whether I won or lost after the reopening. The issue is that I should never have been given access to gamble again.

I am therefore requesting that the casino provide:

My complete transaction history from the date the account was first opened until its final closure, including all deposits, withdrawals, bonuses, and gaming activity.

Copies of all account closure, self-exclusion, responsible gambling, and reopening records.

An explanation of how my account was reopened despite my previous closure requests.

Details of the internal investigation that concluded this was an "error."

Confirmation of what measures have been implemented to ensure this cannot happen to other vulnerable players.

Given the casino has already admitted that reopening my account was a mistake, I believe it is premature and unfair for them to declare this matter resolved without fully addressing the consequences of that breach.

I respectfully ask Casino Guru to continue investigating this matter in its entirety and not limit the assessment solely to the deposits and withdrawals made after the erroneous reopening.

I also reserve my right to pursue additional remedies through the appropriate regulatory authorities if this matter is closed without a full investigation into the casino’s breach of its responsible gambling obligations and the losses connected to that failure.