BOHO Casino - Jogador contesta práticas de jogo responsável.

I wish to request your assistance regarding a dispute with Boho Casino related to responsible gaming practices.

I made large deposits and played for long consecutive periods on their platform, without receiving any alerts, interventions, reminders or communications aimed at assessing my gambling behavior or helping me regain control.

I requested a review of my case from Boho Casino, along with an explanation regarding the application of their responsible gaming policy in my case. Their responses were limited to reiterating that the player is responsible for their decisions and providing a link to their general policy, without explaining whether any measures had been taken concerning my gaming activity.

I'm attaching screenshots of my

Je souhaite demander votre aide concernant un litige avec Boho Casino lié aux pratiques de jeu responsable.

J'ai effectué des dépôts importants et joué pendant de longues périodes consécutives sur leur plateforme, sans recevoir d'alerte, d'intervention, de rappel ou de communication visant à évaluer mon comportement de jeu ou à m'aider à reprendre le contrôle.

J'ai demandé à Boho Casino une révision de mon dossier ainsi qu'une explication concernant l'application de leur politique de jeu responsable dans mon cas. Leurs réponses se limitent à rappeler que le joueur est responsable de ses décisions et à fournir un lien vers leur politique générale, sans expliquer si des mesures ont été prises relativement à mon activité de jeu.

Je joins les captures d'écran de mes

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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.

• Have you requested a self-exclusion from Boho Casino?
• Could you please advise if you have disclosed any gambling-related problems?
• Do you currently still have access to your casino account?

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

When I requested the closure of my account and disclosed my gambling problem, Boohoo immediately closed my account, and I no longer have access to it.

However, this is not the issue I am raising. My concern is the intensity and duration of my gambling activity, as well as the significant amounts I deposited within very short periods of time, without any meaningful proactive intervention.

I received no warnings or notifications regarding the amount of time I was playing, the frequency or size of my deposits, or the intensity of my gambling activity. There were also no meaningful pop-up warnings or interventions to address these concerning patterns.

Problem gambling is a serious issue, and I believe casinos should have effective systems in place to identify and respond to clear signs of problematic gambling, rather than relying solely on the player to recognize the problem and request account closure themselves.

I also find the response I received from the support team to be highly unsatisfactory, particularly in light of the responsible gambling obligations and policies that should apply to the operator. The response does not adequately address my concerns regarding the lack of proactive intervention despite the clear pattern of my gambling activity.

I have attached screenshots of my exchanges with customer support for your review. I would ask that these communications, along with my account activity and deposit history, be properly reviewed in the context of my responsible gambling complaint.

This is the specific aspect of my experience that I am asking you to investigate.

Thank you for your patience while we reviewed your complaint and the information you provided.

I understand your concerns regarding the lack of proactive responsible gambling interventions. However, we do not consider such features to be mandatory responsible gambling measures that casinos are obliged to implement.

Based on the information available, the first time you informed the casino about your gambling problem was when you requested the closure of your account. The casino acted on that request and promptly closed your account. As such, we have not found evidence that the casino failed to fulfill its responsible gambling obligations after becoming aware of your gambling-related issues.

While we appreciate your opinion that the casino could have intervened earlier, we are unable to conclude that its failure to provide the proactive measures you described constitutes a breach of its responsible gambling responsibilities.

Due to the aforementioned reasons, we will now proceed to reject this complaint. 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,

Attila

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