BOHO Casino - 依存症の懸念があったにもかかわらず、そのプレイヤーのアカウントは再開された。

Dear Casino Guru,

I am submitting this formal complaint regarding Boho Casino and what I believe is a serious failure in responsible gambling practices and player protection.

Since July 28, 2025, I have repeatedly contacted Boho Casino through chats and emails requesting assistance regarding my gambling addiction, excessive losses, and urgent requests for permanent account closure/self-exclusion. Despite my clear communication about my addiction struggles and financial harm, my concerns were not properly addressed.

To date, I have deposited approximately $78,000 CAD or more into this casino, with very minimal withdrawals in comparison. I made it extremely clear on multiple occasions that I was struggling with compulsive gambling behavior and needed my account permanently closed for my own protection.

Although the account was eventually closed, Boho Casino later reopened my account without appropriately addressing my prior addiction disclosures or ensuring proper responsible gambling safeguards were in place. Since the reopening of my account, I have unfortunately deposited an additional $30,000+ while continuing to struggle with addiction.

This situation has caused devastating emotional, psychological, and financial harm to me and my family. What is most concerning is that despite my repeated pleas for help and requests for permanent exclusion, Boho Casino continued sending promotional emails, offers, and marketing materials encouraging further gambling activity. This is deeply irresponsible and completely unacceptable for a gambling operator claiming to support responsible gaming policies.

I respectfully request that Casino Guru thoroughly investigate the following concerns:

Failure to properly enforce permanent self-exclusion/account closure requests.

Reopening an account after clear disclosures of gambling addiction.

Continued promotional targeting despite addiction-related complaints.

Failure to provide adequate responsible gambling intervention.

Negligence in protecting a vulnerable player despite repeated warnings and requests for help.

I kindly ask Casino Guru to assist in seeking a fair resolution, including review of potential compensation/refund considerations due to the casino’s failure to uphold responsible gambling standards and player protection obligations.

I can provide copies of emails, chat records, transaction history, and evidence of repeated requests for account closure if required.

Thank you for your time and assistance. I sincerely hope this matter will be taken seriously to prevent further harm.

Sincerely,

Jashleen Hassan

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

2.2 Self-Exclusion by request.

Players can also contact the support team via email support@bohocasino.com to inform them of their decision to stop gambling on the website, whether for a definite or indefinite period of time. The support team will take the necessary steps to block the player's access to their account and ensure that no promotional materials are sent to them during this period.

If a player is self-excluded from the casino, they will be unable to log into their account or request a withdrawal of any remaining balance. However, once self-excluded, the player can reach out to the support team via email to initiate a withdrawal of their remaining balance.

The support team will respond within a reasonable timeframe, providing information on how to proceed with the withdrawal and assisting the player through the process. It’s important to note that active self-exclusion does not exempt a player from the verification procedure, should it be required by the casino to process the funds. Any remaining funds will be paid out according to the casino's withdrawal limits.

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?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila