Complaint #73 Boho Casino

Ignored My Self Exclusion Request for Months

By Alisa N.

4 days ago

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.

Disputed Casino Boho Casino

Reason Refund declined

Amount $150

Discussion

76 hours left for Boho Casino to respond.

aanmvv

• British Columbia

19 hours ago

Dear AskGamblers Team,
I am writing this follow-up message to address the transaction history records and the core part of my complaint:
1. Demand for Complete and Unedited Transaction History
I do not know what selective or partial data Boho Casino has provided to you behind the scenes, but I formally demand that Boho Casino present my COMPLETE, official transaction history from July 13, 2026, 06:29 PM PT (July 14, 2026, 01:29 AM UTC) through to today. Every single attempted, accepted, rejected, and recalled transaction must be disclosed.
2. Full Screenshot Evidence Available
I have saved and documented every single transaction screenshot from my account dashboard during this period. I have complete visual proof of all timestamps, processed deposits, and recalled withdrawals. If AskGamblers requires these, I can upload all individual screenshots immediately.
3. Complete Failure on Responsible Gambling & Refund Request
Boho Casino has completely ignored the second part of my complaint regarding my refund request. On July 13, 2026, at 06:29 PM PT (July 14, 01:29 AM UTC), I submitted a deposit limit request. The casino acknowledged it, yet never placed the limits on my account, allowing me to continue depositing.
Based on the actual transaction logs following that request:
• Total Accepted Deposits: CAD 1,138
• Total Accepted Withdrawals: CAD 550
• Total Refund Demanded: CAD 588
I demand that the casino provides the full transaction ledger and refunds my net losses of CAD 588 caused by their failure to enforce requested limits.

aanmvv

• British Columbia

19 hours ago

Dear AskGamblers Team and Boho Casino,
I strongly reject the offer of CAD 150 provided by Boho Casino for the following key reasons:
1. Complete Lack of Direct Communication
Boho Casino has NEVER contacted me directly—not once! They have made zero effort to reach out to me, address my concerns, or resolve this issue with me personally.
2. Complete Neglect of Responsible Gambling & Refund Request
Boho Casino has completely ignored the core part of my complaint. I submitted an official deposit limit request on July 13, 2026, at 06:29 AM UTC (July 12, 11:29 PM PDT). The casino acknowledged and replied to this email, yet failed to apply the limits to my account. Ignoring a confirmed Responsible Gambling request is a direct breach of industry standards and licensing obligations. When I requested a refund for the deposits allowed due to their negligence, they completely ignored this part of my claim.
3. Complete Transaction Evidence Available
I have saved and documented every single transaction screenshot and email log. If required by AskGamblers, I can provide all individual transaction screenshots immediately.
Here is the breakdown of accepted transactions following my unfulfilled limit request:
• July 13 (post-request): CAD 104 (3 accepted deposits)
• July 15: CAD 738 (15 accepted deposits) | Accepted Withdrawal: CAD 550
• July 16: CAD 296 (5 accepted deposits)
Summary of Post-Request Net Loss:
• Total Accepted Deposits: CAD 1,138
• Total Accepted Withdrawals: CAD 550
• Total Refund Demanded: CAD 588
Because Boho Casino failed in its duty of care by not applying the requested limits, all net losses incurred after my request (CAD 588) must be fully refunded. A partial offer of CAD 150 does not cover their systemic failure.

AskGamblers

• Support Team

20 hours ago

Dear all,

Upon review of the supporting evidence, the AskGamblers Complaint Team confirms that the player's net loss for the period from the date the self-exclusion request was received to the date the account was closed is 150 CAD.

Dear @aanmvv,

We kindly ask you to accept the above casino's refund proposal as a resolution of the case.

Thanks in advance for your cooperation.

Boho Casino

• Representative

20 hours ago

Dear Player and AskGamblers Team,

First of all, we sincerely apologize for the delay in processing the player's self-exclusion request. We understand the seriousness of such requests and regret the frustration and distress this situation may have caused.

Following a detailed review, we confirmed that the player's self-exclusion email was received on July 15, 2026, at 7:26 PM UTC. We have provided AskGamblers with supporting evidence in the UTC timestamp.

While the request should have been processed more promptly, the email did not explicitly mention gambling addiction, loss of control, or immediate gambling-related harm. Taking into consideration a reasonable processing period for an email request, we reviewed the player's account activity starting two hours later, from 9:26 PM UTC.

From that point onward, the player deposited a total of CAD 700 and successfully withdrew CAD 550, resulting in a net loss of CAD 150.

We are prepared to refund the full CAD 150 net loss as a resolution of this complaint. The player's account has now been closed and is no longer accessible.

Once again, we sincerely apologize for the delay and hope this resolution will bring the matter to a fair conclusion.

Kind regards,
Boho Casino Team

Boho Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $1,321

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Complaint Status

76h left

$150

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Boho Casino Complaints

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Account Self Exclusion Never Applied

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.

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Requested self exclusion on July 29 and lost everything since then

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.

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They dont want to help me close my account

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\.

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Casino is ignoring gambling problem and refusing to close account

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.

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Won't process self exclusion request

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!

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Failed to honor RG policy

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.

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Withdrawal request not processed for 10 days

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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.

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My account is fully verified, and I was told multiple times to rest assured, and my funds will be sent within 48 hours (usually faster, is what they said).

Now, 55 hours later, they have banned me from using the chat, giving me the exact same reply via email, and no real answers.

I need this money for a holiday that I'm going on tomorrow, and already spent my own money waiting for the 2500 to hit my account.

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Account not closed when asked to

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.
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