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Complaint: Failure to Act on Responsible Gambling Requests

I am submitting a complaint regarding Boho Casino’s failure to properly act on two separate Responsible Gambling requests I made in July 2026.

On July 13, 2026, I contacted Boho Casino and specifically requested a CAD $50 weekly gambling limit. Their support team acknowledged my request and communicated with me regarding it, but the limit was never actually applied to my account.

I am therefore requesting reimbursement of the amounts I deposited and lost above the requested CAD $50 weekly limit between July 13 and July 15, 2026, which should be calculated using my complete account history.

Then, on July 15, 2026, I explicitly requested full self-exclusion through Boho Casino’s live chat. Their representative told me that self-exclusion requests were handled by email and instructed me to contact vip@bohocasino.com.

I immediately followed the instructions provided by their representative and sent my self-exclusion request to that exact email address on July 15, 2026 at 12:25 PM Pacific Time.

Despite this clear request, my account was not blocked or self-excluded. I was allowed to continue depositing and gambling for approximately another 1.5 months, during which I lost CAD $906.

What is especially concerning is that I have repeatedly contacted Boho Casino throughout this period trying to resolve the situation. Whenever I contact them through live chat, I am told to send an email. However, when I send the requested emails, including my self-exclusion request and subsequent complaints asking for a resolution, I do not receive a meaningful response.

For approximately 1.5 months, I have been repeatedly redirected between live chat and email without receiving any substantive resolution. The casino has still not properly addressed my self-exclusion request or the losses that occurred afterwards.

Even more concerning, Boho Casino has now blocked my access to live chat while leaving my gambling account completely open and accessible. Therefore, I can no longer contact them through the live chat channel they previously used to communicate with me, while my account itself remains available for gambling.

I believe this represents a serious Responsible Gambling failure. The casino was clearly notified of my requests, I followed the exact procedure their representative provided for self-exclusion, and the account nevertheless remained open for approximately 1.5 months.

I have evidence supporting the entire timeline, including the live chat transcripts, emails, screenshots, my responsible gambling requests, and my account and transaction history.

Requested resolution:

1. Reimbursement of all amounts deposited and lost above the requested CAD $50 weekly limit between July 13 and July 15, 2026; and

2. Full reimbursement of the CAD $906 lost after my self-exclusion request on July 15, 2026 at 12:25 PM Pacific Time.

I have made numerous attempts to resolve this directly with Boho Casino, but after approximately 1.5 months there has been no meaningful resolution. I am therefore asking Casino Guru to review the evidence, the timestamps of my requests, the casino’s communications and my account activity after those requests, and assist with resolving this Responsible Gambling complaint.

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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.

• Did you receive any confirmation from your VIP agent that the deposit limit had been successfully implemented? The screenshots you uploaded with your complaint do not show any confirmation that the deposit limit was activated; they only show that your request was forwarded to your manager for review.
• Did you specify the reason why you wanted to self-exclude? If you repeatedly contacted customer support by email regarding your self-exclusion request, please forward these emails to me at veronika.f@casino.guru. Kindly include the full, original email threads, along with the casino's responses, rather than cropped or incomplete screenshots.

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

Dear Veronika,

Thank you for your message. I have forwarded all relevant emails to you, including the complete email threads regarding both the deposit limit request and the self-exclusion request, together with the casino’s responses.

I would like to clarify both issues separately.

1. Deposit limit

No, I never received confirmation that the deposit limit was implemented because it was never implemented.

I initially contacted Boho Casino through Live Chat and specifically asked for my account to be restricted immediately. I was then redirected to email.

I subsequently contacted the casino by email regarding the limits. Instead of implementing the requested limits, they asked additional questions, suggested that I continue playing and offered bonuses. I repeatedly and clearly followed up asking when the limits would actually be applied.

The only substantive response I received was that my request had been forwarded to a manager for review.

I never received any further response from the manager, no limit was ever activated, and no restriction was placed on my account.

My account remains open and unrestricted to this day, and Boho Casino continues to send me bonuses and promotional offers.

2. Self-exclusion

I also sent a separate email explicitly requesting self-exclusion of my account.

Before sending that email, I had already contacted Boho Casino through Live Chat and clearly asked them to restrict my account immediately because I wanted to self-exclude. Instead of processing the request, the agent directed me to contact the casino by email.

I followed those instructions and sent the self-exclusion request by email.

The casino never implemented the self-exclusion and never provided a substantive response to that request. Approximately a month and a half has now passed without the requested action being taken.

My account is still open, there are still no meaningful restrictions on it, and the casino continues to send me bonuses and promotional communications.

Regarding your question about the reason for self-exclusion: my request itself was clear and unequivocal. I requested that my account be self-excluded. A player should not be required to disclose a medical diagnosis or prove that they have a gambling addiction in order for a clear self-exclusion request to be valid.

Under the Responsible Gaming requirements applicable to the casino and its licensing framework, an explicit request to self-exclude is a serious Responsible Gaming request that requires immediate action. The purpose of self-exclusion is to prevent further gambling, not to enter into a prolonged discussion with the player before taking action.

The casino should not have delayed the request by asking me to provide additional justification, nor should it have left my account open while the request was supposedly being reviewed.

The evidence therefore shows:

- I requested account restrictions through Live Chat;

- I was redirected to email;

- I followed the casino’s instructions and contacted them by email;

- I repeatedly followed up regarding the requested limits;

- the limits were never implemented;

- my explicit self-exclusion request was never acted upon;

- I received no substantive response to the self-exclusion request;

- my account remains open and unrestricted;

- and the casino continues to send me promotional bonuses.

I respectfully ask Casino Guru to consider that these were not merely general expressions of dissatisfaction. These were explicit requests for Responsible Gaming intervention, including a direct request for self-exclusion, which the casino failed to implement.

I hope this clarifies the situation and provides the information you need to proceed with the complaint.

Best regards,

Alisa

Thank you for your responses. Unfortunately, since you have not mentioned gambling addiction as your reason for closing your account, we cannot ask the casino to refund the deposits you made and lost in gameplay due to a failed self-exclusion.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BOHO Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to BOHO Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Dear Aanmvvalisa,

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.

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

Dear Aanmvvalisa,

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,

Veronika