Account Self Exclusion Never Applied

Complaint against Boho Casino – Self-Exclusion Request Not Implemented

I am submitting a complaint regarding Boho Casino's failure to implement my self-exclusion request and my request for reimbursement of CAD $906 in losses incurred after that request.

On July 15, 2026, I contacted Boho Casino through their live chat and clearly requested to self-exclude my account.

The chat representative informed me that self-exclusion procedures were handled by email and instructed me to contact the following address: [email protected].

I followed these instructions immediately and sent my self-exclusion request to that email address on July 15, 2026, at 12:25 PM Pacific Time.

Despite this request, my account was not self-excluded or blocked. I was able to continue depositing and gambling after I had already clearly requested self-exclusion. As a result, I subsequently lost a total of CAD $906.

I am providing a copy of the original email I sent to Boho Casino as evidence of my self-exclusion request, including the date and time it was sent.

I believe that once I clearly communicated my intention to self-exclude and followed the procedure provided by Boho Casino, my account should have been restricted in accordance with their responsible gambling obligations. Instead, the account remained active and I was permitted to continue gambling.

I have contacted Boho Casino regarding the matter and requested reimbursement, but the issue has not been resolved.

I am therefore asking AskGamblers to review the evidence and assist me in obtaining reimbursement of the CAD $906 I lost after submitting my self-exclusion request.

I am providing the following evidence:

- The email sent to Boho Casino on July 15, 2026, at 12:25 PM Pacific Time requesting self-exclusion;
- Evidence of the deposits and losses made after my self-exclusion request;
- My subsequent communication with Boho Casino requesting reimbursement.

My requested resolution is reimbursement of the full CAD $906 lost after my self-exclusion request was submitted.

I am asking AskGamblers for help regarding an issue with Boho Casino\.

A few days ago, I contacted Boho Casino by email and clearly asked them to close my account because I am experiencing gambling problems, now its been 3days since they contacted me, i tried to close my account in the past few weeks to. I explained that I wanted to stop gambling and requested that my account be permanently closed\.

Despite this, I have not received a proper response and my account has remained accessible\. Because I am struggling with gambling, I have continued to deposit and lose money while waiting for them to take action\.

I feel that Boho Casino has failed to take my request seriously, even though I clearly informed them that I have gambling\-related problems and wanted my account closed\. In my opinion, they should have acted immediately once they became aware of the situation\.

I am therefore asking AskGamblers to help me resolve this matter\.

I would like Boho Casino to permanently close my account and review all deposits and losses made after the date when I first contacted them requesting account closure due to my gambling problems\. I am also requesting a refund of the money I lost after that request, as I believe I should not have been allowed to continue gambling after clearly asking for my account to be closed\.

I have the emails that I sent to Boho Casino and can provide them as evidence of when I requested the account closure and explained my gambling problem\.

Thank you for your help in reviewing my complaint and assisting me with this situation\.

This casino will take advantage of vulnerable gamblers and exploit them. It is literally impossible to get your account closed here. They will ignore every single request and when you say you have a gambling problem, instead of following the correct legal procedure you are ignored or sent free spins.

This is deplorable. Thai casino should be banned and I hope my review is a warning to others.

The screenshots show I have requested many times for my account to be closed and all ignored. In this timeframe I have lost 100s which could have been prevented.

I need help and this casino is taking advantage.

I would like to file a complaint against Boho Casino regarding their failure to act responsibly when I requested self-exclusion due to my gambling addiction.

I contacted the casino several times and clearly informed them that I have a gambling addiction and that I wanted my account to be permanently closed for responsible gambling reasons. Despite my clear and repeated requests, my account was never closed.

Because the casino refused to close my account, I continued to gamble even though I have been trying very hard to stop. This is exactly why I requested permanent self-exclusion. I recognize that I have a gambling problem and needed the casino to protect me by preventing access to my account. Instead, my requests were ignored, and I felt that they did not believe or take my gambling addiction seriously.

Instead of processing my self-exclusion request, my VIP Manager tried to persuade me to keep my account open. One of the emails I received stated:

«"Maybe there’s something you don’t like about our platform - perhaps the bonuses, or maybe you’ve had an issue with someone from our team, or the bonus system isn’t what you expected?»

«As your personal VIP Manager, I’m asking you for openness and honesty on this matter. That’s the only way I can truly help you. From what you said, you want to close your account, but here you already have VIP status and a strong personal manager supporting you.»

«From experience, I’ve seen that clients sometimes close their account on one platform and move to another, where they have to start from scratch. Usually, that means the issue is something specific about the platform - and that’s exactly why I’m asking you."»

I find this response completely unacceptable. Instead of immediately honoring my request for permanent self-exclusion, the casino questioned my reasons and attempted to persuade me to remain a customer by referring to my VIP status and personal VIP Manager. This is not how a casino should respond when a player discloses a gambling addiction.

As a direct result of the casino's failure to close my account, I continued gambling and lost a significant amount of money after my self-exclusion requests. If Boho Casino had fulfilled its responsible gambling obligations and closed my account immediately after my first request, these losses would not have occurred.

I believe Boho Casino failed to protect a vulnerable player and did not follow responsible gambling principles. I respectfully ask AskGamblers to investigate this matter and ensure that Boho Casino complies with its responsible gambling obligations by immediately honoring self-exclusion requests from players who disclose a gambling addiction.

Hello, Askgamblers.
I need help with Boho Casino, since they are not responding to my mails anymore.
So, on 18th of January I asked them to close my account due to gambling addiction via e-mail. They responded by saying that I should not make such a harsh decision and that I should reconsider this. I sent them 4 mails asking Boho casino to close my account forever due gambling addiction. But my account is still open to this very moment. They even gave me money bonus on my account so I would keep on playing. Since the 18th of January (since my first request) I deposited around 500 eur and lost them all. This s?could have been avoided if they would close my account when I asked them to. It is obvious that this casino took advantage of my gambling addiction. And they even awarded me with special bonuses.
The only thing fair would be to refund me, since this casino obviously did not take my request for serious and took advantage of my gambling issue.
I can attach all the screenhots of the conversation via e-mail.
Please Askgamblers help me sort this out.

Hi
I set deposit limits on the 6th September with casino support team i have emails to prove they confirmed the monthly deposit limit of 500 euros
Since then i have been allowed to deposit in excess of 3000 euros and after numerous emails they have closed my account please help if you can I also have all email transcript between me and casino if you need