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Boaboa Casino - Breached Responsible Gambling Rules

REJECTED
Complaint Info
Disputed casino Boaboa Casino
Reason Account closure
Amount € 13174
Inactive user
Posted on February 4, 2019

Good day,

I deposited in Boaboa in early December 2018. Deposited around 7K in the begging and reached to 30K.
I asked via chat and Via email to put my account on deposit and playing limits as I am addicted to gambling and I will loose all- their answer was they dont have such function. I was actually begging them to put my account on hold so I dont play my winnings, but no result.They have 0 responsible gambling features.
1. On 12.12.2018 I lost all that I won and my deposits and sent them email to close my account permanently.
2. AS per their terms they should have closed it within 24hrs, but of course not done, well knowing that I am addicted they stared attracting with VIP club and cash backs.
3. On 13.12.2018 I was sure my account is closed, as per my instructions sent to them, but as gambler I wanted to recheck and tried to deposit again and it worked and I started depositing more and more, they were giving cash back bonus and I lost all I had.
4. Now I want to get at least my deposits back from date 13.12.2018 which are in total EUR 13,174. I have all the transactions to Tranello holding highlighted in my bank statements from date 13.12.2018. 3 Bank accounts
Hellenic bank in total eur 6534
Bank of Cyprus personal account in total eur 5360
Bank of Cyprus my company account in total eur 1280
5. On 19 January 2018, when I lost everything already they closed my account

I am sending all attachments via email, if you require more proofs please let me know instead of rejecting my complain, as it takes time to submit.
Many thanks
Regards
Lusine

Posted on February 6, 2019

Dear Lusine,

To begin with, we want to tell you, that during your gameplay you have never mentioned that you have gambling issues. This can be proved with the help of the chat and emails history we hold. We can provide it to the AskGamblers team as proof.

We are sorry, that the contact of our VIP managers was misinterpreted. Our VIP managers duty is to make sure their client is happy, that's why they were contacting you. Since you were not happy with the cashback, you asked to close your account, we have all records and again, we are ready to provide all evidence to the AskGamblers team. As you were unhappy with the cashback, the manager offered you a different amount, after which you tried to threaten us with the account closure, but there was no direct request to close it. But when you first mentioned the problems, your account was closed within the next 24 hours.

In accordance with the Terms & Conditions of the Casino, paragraph 6.16 "Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within the next 24 hours. It's the player's responsibility to notify BoaBoa of any other accounts the player might have and promise not to open any other accounts. BoaBoa will make reasonable efforts to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. BoaBoa cannot be held accountable for potential losses on other account."

Best regards,
Boaboa.com Administration

Inactive user
Posted on February 6, 2019

Dear Boaboa,

Before starting with bonuses, I did send direct email with content Please close my account permanently.
I have attached same to AskGamblers complaint dated 12/12/2018.

I had 1000 chat supports and I am sure you are not providing the once I am begging to help me due to gambling issues. Asking to close my account to give me all funds that I have balance, telling i cant control and I will loose everything, Asking for playing limits and deposit limits, and all the way reply was " we are sorry we don't have such features".

Your system is complete failure to help addicted players.
Any time I had chat support for this issues I asked to get transcript and it never worked. I never got chat transcript.
When I requested via email to give me all chat transcripts- reply was "you could request same during chat and it would come automatically" which I explained many times that I did and never received reply.
Moreover I contacted Quality Unit, LLC who is chat support software provider and asked them why this feature is not working with Boaboa, they replied that feature could have been dis-activated for you.

So in all process of using Boaboa site, I have been broken with their 0 Responsible Gambling support. I have not experience such in 10 years of gambling.

I do Have a lawyer as well, and I will not leave this go not only for funds but for fairness.

Posted on February 7, 2019

Dear Lusine,

Please kindly note, that chat transcript feature is functioning properly as we have tested it many times. Moreover, there are no records in the system that you have tried to request a chat transcript once. The chat transcripts have been provided to the according to Authorities, as well as they could be provided on the request of Askgamblers administration.

We are really sorry for the appeared situation, but we cannot point any breach of T&C from our point.

Please take note that Responsible Gambling is one of our main priorities as well as the safety of our clients.


Best regards,
Boaboa.com Administration

Inactive user
Posted on February 7, 2019

How can Boaboa talk about Responsible Gambling Priority whereas theirs system has 0 feature to protect the players from Overplaying.

I repeat again
1. I asked many times for deposit limits, Answer : " We don't have such functionality"
2. I asked many times for playing limits, Answer: " We don't have such feature"
3. Asked I want to close my account and pay me the balance in my account. Answer" " your account cant be closed ad you have active balance"
4. I asked to close my account permanently dated 12.12.2018
5. It was closed on 19.12.2018 after I lost everything.

Please send here all my chat support transcripts ( all of them ) from dates 07 December to 12 December 2018.

Posted on February 10, 2019

Dear Lusine,

We have provided our pieces of evidence to the AskGamblers team. Please, wait for a reply from the AskGamblers team.

Best regards,
Boaboa.com Administration

Inactive user
Posted on February 11, 2019

Thanks for reply,

Although I am pretty sure you passed the inform­ati­on/­doc­uments, which you want and not the once that can help my case.

I will wait for an answer from Assemblers and if this is not resolved in positive way I will start legal case against Araxio Development Ltd in Cyprus Court.
Everything will be shared in here for wide public

Lusine

Posted on February 13, 2019

Dear Lusine,

We are waiting till the AskGamblers team will check all pieces of evidence we have provided to. We will reply to you as soon as we have an answer.

Best regards,
Boaboa.com Administration

Inactive user
Posted on February 14, 2019

Dear Boaboa,

Well noted, I am waiting an update from Askgamblers

Lusine

Inactive user
Posted on February 15, 2019

Dear Askgamblers,

As advised from Boaboa, self and my Lawyer are waiting for your conclusion to understand if the issue will be resolved and my funds will be refunded or we are going through legal actions under Jurisdictions of Cyprus Court.
Being Cyprus Residence and having comfort of court being in Cyprus I will not stop in case the positive solution cant be done through here.

Waiting yours
Regards
Lusine

Posted on February 18, 2019

Dear Lusine,

We are sorry that this complaint has not yet been resolved, however, we are still awaiting the decision of AskGamblers. Please, note that we have provided them with all the required evidence. Thank you for your patience.

Best regards,
Boaboa.com Administration

AskGamblers
Posted on February 18, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Boaboa Casino management in regards of this complaint to confirm and justify the casino actions. Moreover player obviously forgot to inform AskGamblers Complaints Team that she revoke her request on 12th of December 2018 within few hours.

AskGamblers Complaints Team maintains zero tolerance towards player trying to play unfair and that is why this case is being rejected and player's account is being suspended for indefinite period of time.

AskGamblers
Posted on August 26, 2020

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Boaboa Casino management in regards of this complaint to confirm and justify the casino actions. Moreover player obviously forgot to inform AskGamblers Complaints Team that she revoke her request on 12th of December 2018 within few hours. AskGamblers Complaints Team maintains zero tolerance towards player trying to play unfair and that is why this case is being rejected and player's account is being suspended for indefinite period of time.

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