Payout delay NZD

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!