Account not closed when asked to

I am submitting this as a formal complaint regarding the handling of my repeated requests to permanently close and self-exclude my gambling account.

I have explicitly informed your customer support that I have a gambling addiction and that I want my account permanently closed/self-excluded.

Despite making this clear and contacting you repeatedly, my request has not been dealt with appropriately. Instead of simply permanently closing my account, I have experienced delays and further communication regarding alternatives.

I want there to be absolutely no ambiguity: I am requesting permanent self-exclusion because of gambling addiction.

I do not want a temporary break, cooling-off period, deposit limit, retention offer, bonus, or any other alternative. I do not want to be persuaded to continue gambling.

Transaction evidence

I have preserved screenshots of the transaction history available through my Boho Casino account.

From the screenshots currently in my possession, I can document at least NOK 127,820 in accepted deposits between 26 June 2026 and 15 September 2026.

This is a conservative figure. I have only included transactions where the date and amount are clearly visible, and I have removed transactions appearing more than once across overlapping screenshots.

There is also an additional NOK 1,700 deposit visible in the evidence where the date is not visible. I have therefore excluded that transaction from the NOK 127,820 documented total.

The screenshots demonstrate repeated and concentrated deposits, including:

* 6 July 2026 – NOK 15,000

* 18 August 2026 – NOK 15,000

* 2 September 2026 – NOK 10,500 within approximately 40 minutes

* 11 September 2026 – NOK 15,650

* 14–15 September 2026 – NOK 21,200 between approximately 23:10 and 01:02

These examples are not estimates of gambling losses. They are accepted deposits visible in the transaction history I have preserved.

My self-exclusion request

The central issue in this complaint is straightforward.

I have told you that I suffer from gambling addiction and have repeatedly requested that you permanently close/self-exclude my account.

Once I explicitly disclosed my gambling addiction and requested permanent self-exclusion, I expected that request to be treated as a serious responsible-gambling matter and acted upon without unnecessary delay. Instead, I have had to repeatedly contact you regarding something I have already made completely clear.

For someone who has specifically disclosed a gambling problem, leaving continued access to a gambling account while discussing alternatives to permanent closure creates an obvious risk.

I therefore formally request:

1. Immediate and permanent self-exclusion/closure of my account.

2. Written confirmation that the account has been permanently self-excluded and cannot simply be reopened upon request.

3. Confirmation of the exact date and time when you first received notice that I had a gambling problem and/or requested self-exclusion.

4. A complete record of my deposits, withdrawals, and gambling transactions for the relevant period.

5. Copies or records of the communications concerning my requests for account closure/self-exclusion.

6. An explanation of why my permanent self-exclusion request was not actioned immediately after I disclosed my gambling addiction and requested closure.

7. Confirmation of what responsible-gambling actions, restrictions, or account reviews were applied to my account, and when.

Please preserve all records relevant to this complaint, including account activity, transaction records, responsible-gambling records, internal account notes, and my communications with customer support.

Important clarification

My immediate priority is not reimbursement. My priority is making sure that I cannot continue gambling through this account. I am asking for permanent self-exclusion regardless of whether any money is ultimately refunded.

I am preserving screenshots of my transaction history and copies of my communications as evidence.

Please treat this message as a formal complaint and permanent self-exclusion request and provide written confirmation that my account has been permanently self-excluded.

If this matter is not resolved appropriately, I will preserve the complete correspondence and submit the matter, together with my transaction evidence and self-exclusion communications, to the relevant licensing/regulatory and dispute-resolution channels applicable to the operator.

I expect written confirmation of the permanent self-exclusion and a formal response to this complaint.

Kind regards,

<full name removed>

I requested self-exclusion 7 days ago and was answered by an automatic message by mail saying that my VIP account manager would be following up, I was since unable to control my gambling spending and deposited 1180$ into my account, won some lost some then tried to withdraw but was unable to. I request Boho Casino close my account and at least refund the deposit I made, since I requested my self exclusion since it does not follow the self-exclusion policy they advertise.

I requested self-exclusion on July 29 and again on August 8th because I couldn’t control myself, and I lost roughly 14,500 over this time.

I reached out to support over and over again via live chat requesting assistance and received none.

I am requesting a refund of my losses over this time, as my self-exclusion was not honored promptly.

I can provide proof of deposits and withdrawals in this time frame as well.

I think this is unacceptable, as I tried everything I could to stop the problem, but was not helped at all.

I am having a relapse.

I have been asking this casino for several days to self-exclude me permanently so that I don't gamble away all my money, and they continue to ignore me.

Since last Thursday, emails sent to [email protected] go unanswered.

When I reach support through the site, they refer me to the email. I want to be excluded and want them to refund all deposits made after the request!

Have been playing in this casino for a few years. Can't say I was thrilled with it, but it was alright.

Usually, withdrawals were approved within the same day. But if other casinos offer their long-term players better conditions and faster withdrawal times than this casino, it's the opposite. The longer you play, the worse your attitude.

The previous time I made a withdrawal request, it was approved after approx 26 hours.

This time it's already on day 10 and it's still pending. Of course, after contacting customer service several times, I received the same reply they are giving to everyone - their finance department is doing their best, and I just have to wait, blah blah blah. Many times I asked to provide me with a new timeframe since they didn't process it within the promised 48 hours.

To me, it just looks like they are doing this on purpose, just waiting for players to cancel their withdrawal so they don't have to pay it out, or they simply don't have money.

The worst part? My withdrawal request is just 220€. Hard to imagine what would happen if they had to pay out a thousand or more.