I have requested the closure of my account and a complete marketing ban on 19.10.2024. and have received confirmation that my account has been closed and informed of how the casino is committed to responsible gaming. I have also sent a separate message on 13.1. asking for confirmation that my account has been closed and separately requesting that all marketing be blocked.

I didn't remember closing my account and got an email offering me 10 FS. I couldn't log in, I asked in the chat what was the reason.

I received a reply in the chat saying that I had closed my account a while ago. I simply commented that it was bad service to keep sending emails and left the chat. I did not ask to reopen my account because my gambling addiction is still out of control.

I was later notified that the casino had opened my account (even though I didn't request it) and as a result I deposited money with the casino. I am now demanding that the casino refund my money in full via the same route as it was deposited. I have sent this request to the casino on 1.2. and to date I have not received any message other than an automatic acknowledgement as to how the matter is being handled or whether any further information is needed. However, my account has (fortunately) been closed. I have asked on 4.2. for further information on the matter without receiving a response, and I have also sent a screenshot of the complaints procedure "the customer will be kept reasonably informed of the status of their complaint" without receiving any response yet.

I asked in the casino chat on February 6, 2025 if there was anything I could do to help the matter and I received very poor service from the customer service representative, who said, among other things, that twisting the matter would not help matters when I asked about the casino's service promise.

On February 8th, I asked in the same ticket when the casino was going to respond to me for the first time without receiving any response.

On February 15th, I sent a message to the same ticket to say that I was still waiting for their response.

On February 18th, the casino's chat agent advised me to file a new complaint. I did so, and so far I have not received any reaction other than an automated response to the new ticket I opened.

I demand that the casino return my deposit immediately and respond to my contact.

Olen pyyt?nyt tilini sulkemista sek? t?ytt? markkinointikieltoa 19.10.2024. ja olen saanut kuittauksen, ett? tilini on suljettu ja kerrottu kuinka kasino sitoutuu vastuulliseen pelaamiseen. Olen erikseen viel? 13.1. l?hett?nyt viestin, jossa olen pyyt?nyt varmistamaaan, ett? tilini on suljettu ja erikseen pyyt?nyt kaiken markkinoinnin est?mist?.

En muistanut sulkeneeni tili? ja sain s?hk?postin, jossa minulle tarjottiin 10 FS:??. En p??ssyt kirjautumaan, kysyin chatissa, ett? mist? t?m? johtuu.

Sain chatissa vastauksen, jossa kerrottiin, ett? olen jo jokin aika sitten sulkenut tilini. Kommentoin ainoastaan, ett? onpa huonoa palvelua l?hett?? edelleen s?hk?postej ja poistuin chatista. En miss??n nimess? pyyt?nyt tilini uudelleen avaamista, koska peliaddiktioni ei ole viel?k??n hallittavissa.

Sain ilmoituksen my?hemmin, ett? kasino on avannut tilini (vaikken sit? pyyt?nyt) ja sen seurauksena talletin kasinolle rahaa. Vaadin nyt, ett? kasino palauttaa rahani t?ysim??r?isesti takaisin samaa reitti? pitkin, kuin ne on talletettu. Olen l?hett?nyt t?m?n pyynn?n kasinolle 1.2. enk? ole t?h?n p?iv??n menness? saanut automaattisen kuittauksen lis?ksi mit??n viesti?, ett? miten asiaa hoidetaan tai tarvitaanko t?h?n jotakin lis?tietoja. Tilini on kuitenkin (onneksi) suljettu. Olen kysynyt 4.2. lis?tietoja asiasta saamatta vastausta, lis?ksi olen l?hett?nyt kuvakaappauksen valitusten ratkaisumenettelyst? "asiakas pidet??n kohtuullisesti ajan tasalla valituksensa tilan suhteen" saamatta viel?k??n mit??n vastausta.

Kysyin kasinon chatissa 6.2.2025, ett? onko jotain, jolla voin edist?? asian k?sittely? ja sain asiakaspalvelijalta eritt?in huonoa palvelua, jossa h?n mm. sanoi, ett? asiasta v??nt?minen ei auta asiaa, kun kysyin kasinon palvelulupausta.

8.2. olen kysynyt samalla tiketill?, ett? milloin kasino aikoo vastata minulle ensimm?isen kerran saamatta mit??n vastausta.

15.2. l?hetin samalle tiketille viesti? kertoakseni, ett? odotan yh? heid?n vastaustaan.

18.2. kasinon chatissa asiakaspalvelija kehoitti tekem??n uuden valituksen. Tein sen, enk? ole toistaiseksi saanut reaktiota automaattisen vastauksen lis?ksi uuteen aloitettuun tikettiin.

Vaadin kasinoa palauttamaan tallettamani rahat v?litt?m?sti sek? vastaamaan yhteydenottooni.

Dear reksa,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing the account you gave to the casino initially?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]
• Please note the chat transcript you uploaded couldn't be opened. Could you please forward the file to my email as well? I apologize for the inconvenience.

Thank you very much in advance.

Best regards,

Tomas

Hello,

I forwarded my message to your email. So the reason is addiction.

If you want any other messages/correspondence, I can forward it. I will also forward that attachment again.

Hei,

v?litin viestini s?hk?postiisi. Syyn? on siis addiktio.

Jos haluatte jotain muita viestej? /kirjeenvaihtoa, niin voin v?litt?? sen. V?lit?n my?s tuon liitteen uudelleen.

I sent to: the original message in which I requested account closure and explained the reasons.

In addition, I sent you a chat message.

Have a nice day!

L?hetin osoitteeseen: [email protected] alkuper?isen viestin, jossa olen pyyt?nyt tilin sulkemista ja kertonut syyt.

Sen lis?ksi l?hetin chat-viestin teille viel?.

Mukavaa p?iv??!

Thanks for your emails.

The email you forwarded to me from January 13th is without a recipient:

Kindly share any other supporting evidence that would prove you informed the casino about the need for you to be protected from gambling.

I have sent these messages as a blind copy.

Olen l?hett?nyt kyseiset viestit piilokopiona.

I sent additional information via email regarding the request sent on October 19th, which is the original request.

L?hetin lis?tietoja s?hk?postitse 19.10. l?hetetyst? pyynn?st?, joka on alkuper?inen pyynt?.

Thanks for your patience.

• Could you please specify the contents of your request sent on 19/10/2024? Forward the request to my email at [email protected]
• Could you please share the exchange regarding your issue with casino support from February 2025?

Please note that sending mass emails might be refused by the email systems of online casinos resulting in your message not reaching the intended recipients. Our recommendation is to send singular emails.

Dear reksa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I sent additional information and requested more information about BoaBoa.

Hei,

l?hetin lis?tietoja sek? pyysin lis?tietoja BoaBoasta.

Thanks for your messages.

When was the last time you deposited in the casino?

31.1.2025.

Thank you very much, reksa, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected])

who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello reksa, 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 BoaBoa Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with re-opening a self-excluded account and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear reksa,

Thank you for the patience, and sorry for this issue.

Kindly be advised that your account is permanently closed as per your request and the requested refund is paid into your bank account.

I hope all situation is clear now, and again sorry for this experience.

Best Regards,

BoaBoa Team

I would like to thank the BoaBoa Team for quick resolution!

Dear reksa, please let us know once you receive the refund, and whether I can close the complaint as resolved. Thanks.

Dear reksa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, reksa has not responded to my messages and questions. Consequently, I am unable to investigate further and confirm receiving the refund, hence having no choice but to reject this complaint. I would like to once again thank the BoaBoa Team for  prompt dealing with this issue. The player can re-open this complaint at any time, if needed.