BOHO Casino - O pedido de encerramento da conta do jogador foi negado.

I wanted to close my account, but they refused to do so even after I contacted support multiple times explaining I was having a problem with the game. Their response was that they would leave the account open and that I shouldn't play. I lost over €2000, and they still won't close my account. I've sent 12 emails requesting closure, and it's still open.

Thank you. And they should close my account.

Ich wollte mein Konto schließen lassen aber die wollten das nicht schließen auch wenn ich mehr mals geschrieben habe auf den Support das ich ein Spielproblem habe-die Antwort war die lasen das Konto offen-ich soll nicht spielen-habe dann uber 2000 Euro verloren und die wollen inmer noch nicht mein Konto schließen. Auch jetzt habe ich schon 12 mails geschickt uber das schließen vom Konto-ist immer noch offen.

danke. Und die sollen mein Konto schließen

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Dear MarekC,

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).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards

Petra

I sent an email 😉

Habe Mail geschickt 😉

Dear Casino Guru and Player,

We would like to confirm that the player’s account has now been closed.

We take all communications related to responsible gaming very seriously. After reviewing the case, we can confirm that the account is no longer active and no further access is possible.

Best Regards,

Bohocasino Team

And now everything is happening so fast all of a sudden.

Und jetzt geht es so schnell auf einmal.

If you take these matters so seriously, you surely won't have a problem transferring back the difference between deposits and withdrawals. Right?

Wenn Sie so ernst diese Angelegenheiten nehmen-haben Sie bestimmt kein Problem die Differenz der Ein-Auszahlungen zuruck zu uberweissen. Oder?

Thank you both for your replies and for providing the previous details.

Dear MarekC, could you please provide the exact dates of your first request to close your account due to gambling problems, the transactions dates&amounts made during that period, and the date when the casino finally accepted your request and closed your account?

Additionally, if you have any other communication with the casino, please share it. This can include screenshots, emails, or chat records. You may send all documents to: petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear MarekC,

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 sent Petra an email to you

Habe mail Petra geschickt zu dir

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

Dear MarekC,

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,

Petra