Complaint #9 Boho Casino

Withdrawal of €4,000 pending for days

By Ben O.

3 years ago

Hi Community,

I have signup to Boho Casino a few months ago. I have deposited until now, and on 29 of March, I have deposited again 180€. Later in the night I have won 8000€ and decided to contact the chat to ask for more information to verify my account and request the withdrawal. They kindly give me all informations they need, directly, I sent to them :

- Credit card Front and Back;

- Proof of my Neteller account (Because in the past I have deposited with this...)

- my ID

- Proof of residence

In the next few minutes, support verify my account Live. I request two Withdrawals (4000€ and 3000€ by Neteller). On the 30th of March early, I contact them to know more about my withdrawal, and they explain to me it was not possible to use Neteller, as my last deposit method was Visa, so I cancel my two withdrawals and request a new one of 4000€ by Wire Transfer. They also ask me for a proof of Bank Account, I sent it and was immediately validated by the support team.

Since this date, my withdrawal is still pending and support was giving me the same prepared answer. "All withdrawals are treated in queue, etc...". As soon as I told them I will open a complaint on askgambler, they give me more information like : "Our general manager are on the case since 1am, and we're still waiting for an update since 1pm on the 31th March".

And this morning, I got a new support chat, who is telling "The only information I possess about your withdrawal at the moment, is that it is waiting to be reviewed by the manager".

To sum up: My account was verified, I have requested a withdrawal of 4000(due to the limit) and wait for it my withdrawal is still pending (And cancellable by me) since 30th March 8:14am and also 3000 remaining on my account because I can’t request more than 4000€ (in their rule, so that’s ok to wait…)

I have sent all my documents who are verified, and I have deposited without any bonus.

Thanks for your help.

Disputed Casino Boho Casino

Reason Delayed payment

Amount €7000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Edgie890

• Switzerland

3 years ago

Hi there,

Thanks. I don’t have any way to close it, but everything is solve.

@askgamblers, can you mark it as solved? Thx a lot !

Boho Casino

• Representative

3 years ago

Dear EDGIE890,

We are really happy that you have received all of your winnings via bank transfers. At Boho Casino we always intend to resolve any user issue as fast as possible.

Could you please close this complaint and mark it as resolved?

Edgie890

• Switzerland

3 years ago

Everything is ok now :).

Thanks to Askgamblers for your help.

Finally, Boho is a fair place, but the verification process is very long… but the last withdrawal was accepted very quickly, and was the day after on my bank account.

Topic is solved, thank you very much to the both part.

Boho Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $1,555

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Boho Casino Complaints

See all complaints for this casino

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\.

73h left

€260

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.

Resolved

€1,807

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!

Resolved

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.

Resolved

Withdrawal request not processed for 10 days

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.

Resolved

€220

Not paid by the casino after 55 hours

I have deposited over 400 euros into my account since last week, and on Monday morning at 03:51, I withdrew 2500.

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.

Please help

Resolved

€50

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.
Please Askgamblers help me sort this out.

Resolved

€500

Deposit limits issue

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

Resolved

€3,000

All a sudden the game said lost connection and account disabled

Hi i had made a account on boho casino and made my first deposit of 25$ in bitcoin using the strike bitcoin app

The money loaded right away so i played the free spins that came with the first deposit bonus and then I started to play my actual money and everything was going good for a minute then all a sudden the game said lost connection press here to refresh and when the page refreshed I was logged out

So I went to log back in and it wont let me it keeps on saying my account is disabled and I'm not sure why i have sent them multiple emails reguarding the issue using the support on their app and haven't heard anything back from them. my transaction id is.

b01bab7aa5ba39d84f3125d1f34689ae0a5a2f6f84122476026581ea18636f1e

Resolved

Delayed payment, cancelled once

My first withdrawal attempt was cancelled after one day because they said I had to use a different withdrawal method. That is fine since most of my deposits has come from the method they requested for my next withdrawal. My new withdrawal has now pending for almost 48 hours while their processing time for a verified account is 24 hours according to the support I contacted here on askgamblers.

It is also frustrating that Boho casino support can not give an answer to how long this withdrawal process is going to take, not even an estimate, which I find strange. I did not use a bonus when I won this money and I was told several days ago that my account was fully verified. I hope you can help me sove this issue, see attached documents.

Resolved

kr12,300