BOHO Casino - L'account del giocatore rimane attivo nonostante la richiesta di autoesclusione.

Hello team,

I played at bohocasino and on June 18, 2026, I wrote to them in the chat that I was addicted. They then directed me to bohocasino's VIP email address and told me to describe my problem there in order to close my account. Unfortunately, they haven't closed my account, and since then I have repeatedly requested self-exclusion and closure due to addiction.

Please help me

Hallo team,

ich habe bei bohocasino gespielt und denen am 18.06.2026 geschrieben das ich süchtig bin im Chat. Daraufhin haben sie mich auf die vip@ email von bohocasino geleitet und mir gesagt ich soll da mein Problem schildern um mein account zu schließen. Leider schließen die mein account nicht und ich habe seit der Zeit öfter nach selbstausschuss und Schließung aufgrund von Sucht gebeten.

bitte helft mir

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with BOHO Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• 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?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila

I just sent you 3 emails with the information.

Thanks for your support

Hi Attila

ich habe dir soeben 3 Emails gesendet mit den Informationen

Danke für deine Unterstützung

Hello Sertgio,

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

Have a beautiful holiday

I'm waiting

lg

Schönen Urlaub

ich warte

lg

Hello Attila

The deadline for a response has now passed, which is why I would like to inquire about the current status. It is particularly important for me to emphasize that this is not just about an open account, but about the financial consequences:

Boho Casino completely disregarded my self-exclusion, repeatedly reopened my account, and subsequently allowed me to deposit over €4,000. Since this constitutes a serious violation of player protection regulations, my clear demand is that the casino refund this money and permanently close my account.

Please inform me promptly about the next steps and what I should do to get my money back.

Hallo Attila

Die Frist für eine Rückmeldung ist mittlerweile abgelaufen, weshalb ich mich nach dem aktuellen Stand erkundigen möchte. Mir ist besonders wichtig zu betonen, dass es hier nicht nur um ein geöffnetes Konto geht, sondern um die finanziellen Folgen:

Das Boho Casino hat meinen dauerhaften Selbstausschluss komplett missachtet, mein Konto immer wieder geöffnet und mich danach insgesamt über 4.000 Euro einzahlen lassen. Da hier ein schwerer Verstoß gegen den Spielerschutz vorliegt, geht es mir ganz klar darum, dass mir das Casino dieses Geld wieder zurückzahlt und mein Konto dauerhaft geschlossen lässt.

Bitte teilen Sie mir zeitnah mit, wie die nächsten Schritte aussehen und was ich nun tun soll, um mein Geld zurückzufordern.

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, Michal ([email protected]). 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 Sertgio,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear BOHO Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal