Betboo Casino BR - Player’s criticizing false advertisement of bonus.

Betboo casino acts in bad faith as it seduces the customer into depositing the amount of 200 BRL to receive 20 free spins worth TEN CENTS per spin. This equates to 1% of the deposited amount.

I have always deposited less than that, keeping an average of 100 BRL per deposit. With this offer, I decided to deposit 200 BRL in order to insure myself in case of losses with the 20 free spins. After losing the 200 BRL, I went to open the free spins and found that it was 20 free spins worth 0.10 BRL, that is, TEN cents.

The game is Magicians Secret's by Pragmatic Play. The detail is that the minimum bet in BRL is 0.50 BRL. They manage to give us spins at a value LOWER than the minimum possible to be played.

This is totally against the responsible gaming and fair gaming policy, as it would influence the customer to deposit a high amount to receive the 20 free spins that correspond to 1% of the deposited amount, this is ridiculous.

They don't respond to emails, they just drag us around in chat until they stop responding, in addition to having BIZARRE Portuguese errors.

I want to know if Betboo thinks it's right to seduce customers in order to receive a high amount and then make fun of them with a counterpart of 1% of the deposited amount.

As soon as they answer me, I'll attach the entire chat, where they often hang up the conversation or even stop responding.

Dear Arcain,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that 200 R$ has been played already when you tried to redeem Free Spins? Is the only problem that the Free Spins are pending inside your casino account without a possibility to be used as their value is less than the minimum bet required?

Thank you in advance for your reply.

Petronela

Could you please forward a specific link for the bonus that you have redeemed? Thank you very much in advance.

I have this screenshot, I thought I already sent it. These are the gains resulting from the 30 spins.

Thank you, Arcain, for your reply. I have checked the general promotional rules and this is what I fund:

"12.  Freespins Casino

12.1 Freespins Casino may be offered from time to time to certain Qualifying Players in the form of a bonus or reward. Casino Freespins comprises a series of spins on certain "slot" games for free. The exact number of Casino Freespins awarded shall be at our absolute discretion and will be subject to the terms set out in clauses 12.2 and 12.3 below.

...

12.3 The precise terms of claiming any Casino Freespins must be specified in the relevant Specific Promotional Terms. In the absence of any Specific Promotional Terms to the contrary, the following terms apply to Casino Freespins.

Could you please forward the exact bonus offer that you received from the casino showing that the value of Free Spins should have been greater than 0,10 R$? Looking forward to hearing from you.

I only have the screenshot where the website attendant tells me that the value would have to be 1 BRL per round, as follows the screenshot already attached in previous posts. They don't say anywhere the value of the free spins. If they would not be 1 BRL then the offer is extremely unfair as depositing 200 BRL to receive 30 free spins of 0.10 BRL is ridiculous.

I understand your frustration, Arcain. However, you were able to play your deposit (it wasn't used to purchase Free Spins only). If we do not have evidence that a different value of Free Spins has been promised to you, I'm afraid, we stand no chance to confront the casino.

Please let me know if there is any additional information that I have overlooked, otherwise, I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Read the transcript of what the attendant said to me in the chat, as shown in the screenshot:

"Emma

Fernando checked your case again and by depositing R$200, R$30 spins were activated in the account to be used in Magician's Secrets slot

To be able to release you had to make R$63 in casino

But as you didn't get any winnings to continue playing, the account bonus was exhausted

By clicking on "My Account" / "My Offers" Bonus History you will find all the relevant data about the bonuses received

Or by going to Casino / Promotions / Bonus History"

I understand. It seems as the live chat agent made a mistake when counting the value of Free Spins altogether. Nevertheless, from the forwarded screenshots it is clear that the value of one Free Spin is R$ 0,10.

I have checked the general bonus terms and conditions and this is what I found:

"12.  Freespins Casino

12.1 Freespins Casino may be offered from time to time to certain Qualifying Players in the form of a bonus or reward. Casino Freespins comprises a series of spins on certain "slot" games for free. The exact number of Casino Freespins awarded shall be at our absolute discretion and will be subject to the terms set out in clauses 12.2 and 12.3 below.

...

12.3 The precise terms of claiming any Casino Freespins must be specified in the relevant Specific Promotional Terms. In the absence of any Specific Promotional Terms to the contrary, the following terms apply to Casino Freespins:

(a) Casino Freespins shall be awarded to eligible players as a bonus code which can be entered when making a deposit (if applicable);

(b) alternatively, Casino Freespins may be offered to Qualifying Players, specifying a time period within which the Qualifying Player must claim Casino Freespins, otherwise the offer will expire;

(c) once issued, Casino Freespins will have a validity period for which the qualifying player must use Casino Freespins otherwise they will automatically expire;

(d) any winnings from Casino Freespins cannot immediately be used to play other games. After completing all Casino Freespins, the qualifying player will receive a bonus which will be subject to withdrawal restrictions;

(e) after Casino Freespins has expired, if you have any Casino Freespins remaining, we reserve the right to claim any winnings and any outstanding Casino Freespins; and

(e) Casino Freespins may only be used on specific slot games from time to time."

__________________________________________________________________________________________________

Once again, could you please advise where have you found out about the promotion and if any rules were sent to you before activating it? Looking forward to hearing from you.

The promotion is part of a daily bonus offered through the "MYSTERY DOORS" promotion, where for every day during the promotion you have the chance to get some kind of bonus, be it deposit, casino play money, free spins no deposit and free spins per deposit, which was the case. No, I didn't see the value of the free spins anywhere, if I had I wouldn't deposit 200 BRL to receive 30 free spins of 0.10 BRL. What would be the point?

I figured it would be something advantageous. And not how to say that this is advantageous. By the way, it's unfair because it's a RIDICULOUS percentage of the total value of the free spins, I'm not referring to the winnings, I'm referring to the value of the 30 free spins at 0.10 BRL, which is 1.5% of 200 BRL.

I understand your point of view, Arcain. However, casino promotional offers might be misleading sometimes if the rules are not read beforehand. 

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.