Failure to action on permanent self exclusion request
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>
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