BOHO Casino - Zahtev za zabranu igračevog naloga je ignorisan.

Hello.

I told them plenty of times in live chat to permanently ban my account because of my addiction, but they told me to send them email.

I did send them 4-5 emails which i have picture/proof of and they still didn't ban me!

Today i told them yet again to permanent ban me plenty of times in live chat but they just refuse to do so!

Now i lost 3000USD because they refused to do their job and follow their own rules! If they just banned me when i first told them this would never have happend!

I want my account banned and i want my 3000USD refunded for not doing their damn job and destroying me. I lost everything because of this!

I don't have picture of the livechat because they banned me there but i have in my email. As you see in my picture i told them plenty of times to ban me and that i have addiction but they did not care at all.

I want my account banned and my money refunded.

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Dear Freisa,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

Please forward all the account closure requests that you sent to the casino, including any responses from the casino. My email address is jean.s@casino.guru. 

Thank you very much in advance. 

Best regards,

Jean

Hello.

When you ask for permanently bad thw casino is obligated to do so. Many casino perma banned my account when i told them to.

Here i also told them to give me a 3month break.

Frumzi casino did same mistake and they refunded me, i have it on email.

So casino are obligated to close accounts when there is obvious signs. I will send screenshot when i get home

Sent you screenshots now. Cant show the live chat because they banned me there.

They sent me email now again after all this with bonuses. This is disgusting and NOT how they should behave. I have email proof of thag as well which i will send.

All im asking for is refund of the 30600NOK then we can all move on with our lives which is the right thing to do. Bohocasino banned my account two days ago, but i just want my money so we can end this.

Just got email from them that they will refund me. I will let you know here when the proccess is done and will then close the ticket.

I am happy to hear that the casino is cooperating.

Please also confirm whether the casino closed your account for 3 months just like you requested, or if they did something else. Please forward to my email the casino's response to your request.

I will wait for your updates.

Been 5 days and still nothing. Sent email asking about it but no reply. Got a bad feeling that it was all a lie. What should i do? Have you spoken with them yourself ?

Still no respons from them.

Hello Freisa,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello.

Okey, but cant one of you guys just maybe message the casino to check? I have picture proof of them telling me i will get it but ignoring me now. Would really appriciate it since i needed that money for my car, otherwise i need to take a loan which id pref not to.

Still nothing and they keep ignoring every email. Here is proof of them promising me refund.

Quick update: No refund and no reply on email.

Dear CasinoGuru Team,

We would like to confirm that the refund has already been approved internally, and a task for processing the refund has been created.

We kindly ask you to allow some additional time for the funds to be processed and credited, as the payment is currently being handled by the relevant team.

From our side, we will also provide an update here as soon as the refund has been sent.

Thank you for understanding!

Boho Casino Team

Hello.

This is what they told me two weeks ago and crypto ETH transfers are instant and should not take 2-5 weeks. I hope you can do it quick, i am starting work in few days and need to buy me a vehicle to be able to get there and the refund is what will make it happend.

Crossing my fingers it will happend as soon as possible.

Dear Freisa,

I understand you have been waiting for this issue to be resolved, and I truly appreciate your patience throughout the process.

Dear BOHO Casino,

Thank you for your update and for confirming that the refund has been approved internally.

We understand that payment processing may require some time. However, as the player states that he was informed about the refund approximately two weeks ago and is concerned about the lack of further communication, we would appreciate any additional details you can provide regarding the current status of the refund.

Could you please confirm the expected timeframe for completion of the refund? Also, for transparency, could you please let me know the amount for the refund requested?

Thank you in advance.

Just to update its now been three "working" weeks. Refund from my experience is alot faster than this so im really curious whats going on.

Dear CasinoGuru Team,

We would like to confirm that the refund has already been processed.

Best Regards,

BOHO Casino

I just recieved 1700USDS, half of what you promised me. I will be expevting the full amount as promised, 30600NOK, not 17000Nok.

After all this time there is no way i will accept this amount when i was promised 3000Euro as proof in the email. You take weeks lf ingorance then give me half ? Sorry but thats not acceptable.

Fact that you also lie here in the complaint says enough.

I was supposed to get 1.79 ETH while you only gave me 1. Thats almost half of what was promised. So i am missing 0.79 ETH

What i cant understand is why they keep ignoring me and now they are sending me new bonus offers on emails. I have no words

Dear Player,

Thank you for your message.

We would like to clarify that the refunded amount was calculated based on your net losses, using the standard formula of deposits minus withdrawals.

Therefore, the approved refund amount differs from the total amount of deposits referenced in your complaint, as all previous withdrawals were taken into account during the calculation.

We can confirm that the approved refund has been successfully processed.

As the refund has been paid in accordance with the outcome of our internal review, we kindly ask the Casino Guru Team to consider this matter resolved and proceed with closing the complaint.

Kind regards,

BOHO Casino Team

You lied to me and thats not okey. You promised me the refund lf the amount typed above at 30600, not 17000. First you ignore me, then promise me full refund but give me half and lie. Thats totally unacceptable! No mattet what casinoguru do i will damn make sure people stay away from that website at all cost! Disgusting behabour of yours

In the email you literally ASKED for the amount and when i told it you replied saying "Thanks for cooperation. Refund is accepted, please patience." Domething like that. Stop with this utter bullshit youre coming with, if this wierd "calculation" was the reason you would NEVER asked ME the amount and say yes to that. You seriously cant be that dumb to think people will fall for it ? Its so obvious. Sorry for saying the word "dumb" but thwre is literally nothing else.

Dear Boho Casino,

Thank you for your response. For transparency and to help us better understand the basis of the proposed settlement amount of 17,000 NOK, could you please provide the player's total deposits and total withdrawals to date? This information will assist us in reviewing the case more thoroughly.

Thank you in advance.