The player from Italy is trying to close her account at Bokofcasino after realizing her gambling addiction, but despite numerous emails, the casino has not complied. She seeks account closure and the return of her winnings.
BookofCasino - Player's account remains open despite requests.
BookofCasino
Safety Index:Very lowSafety Index
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2.9
BookofCasino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
5d 20h 1m 9s
Case summary
yesterday
Public
Visitor
Public
1 month ago
Translation
good evening after hundreds of EMAILS the bokofcasino casino has not yet closed my account, I would like to point out that recently I was diagnosed with a health problem and I poured everything into gambling... realizing that I feel addicted to this, I closed all the casinos and I am attending a help, but this casino remains that after my incessant emails it does not close me... I knew that the disability pension was coming and I pressed for them to close my account before receiving it, I only had responses of... Why? But by then it was too late... I close it so they give me my money back or at least close this damned casino. thanks
Edited by a Casino Guru admin
Automatic translation:
Public
Complaint Specialist
Public
4 weeks ago
Dear FEDEFE,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify when was the first time you mentioned a reason for closing your casino account?
Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses as entire emails, not just screenshots? You can send them to me at [email protected].
When was the last time the casino communicated with you?
Thank you in advance for your cooperation.
Best regards,
Veronika
Public
Visitor
Public
4 weeks ago
Translation
Good morning, I asked for closure with the wording SELF-EXCLUSION for gambling on May 31st.. before I wrote Closure of gaming account, but I did not receive the appropriate response.. did he always answer me or why? (I sent screenshots) I then started searching on the web and I found you with one of your players with a similar problem. They also offered me free spins at Roller zero on June 4th which I used.. and then continued playing. THANKS FOR YOUR ATTENTION.
Automatic translation:
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Complaint Specialist
Public
3 weeks ago
Please forward me the email from 31 May when you mentioned gambling addiction for the first time at [email protected]. Has the casino responded to this email? If so, kindly forward me their response as well.
Public
Visitor
Public
3 weeks ago
Translation
Good morning, on June 1st they contacted me writing to send an email to the customer at 7pm, which I did at 8.40pm ALWAYS with the wording SELF-EXCLUSION for gambling and putting all my data including the email of the game contact, then I received the email on June 4th of free spins gift.. once they finished I continued to play everything I had. ?? I sent an email for confirmation
Edited
Automatic translation:
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Complaint Specialist
Public
2 weeks ago
Please forward me the original emails you sent to the address [email protected], along with the casino's responses.
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Visitor
Public
2 weeks ago
Translation
Good evening, I sent you the emails..
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Thank you very much, FEDEFE, for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Hello FEDEFE, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of BookofCasino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
Public
Visitor
Public
1 week ago
Translation
I hope that the casino will take the conscience to respond, I believe that it is a right to close a casino when you have the pure that gambling has become a problem for your life. In the hundreds of EMAILS I also referred to this. All the other open Casinos have not opposed and have closed my accounts, but Bokofcasino instead continues to push me further into the abyss by offering me free spins with Roll and without Thank you very much for giving me a voice.
Edited
Automatic translation:
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Casino representative
Public
5 days ago
Dear Matej,
Please be advised that the matter is being further checked.
We will provide more updates as soon as possible.
Best regards,
BookofCasino
Casino Guru is examining the case
