BetBoom Casino - Player's winnings are being confiscated due to a change in casino's rules.

I am writing to seek your assistance in bringing to light a concerning situation that I have encountered with Betboom Casino. As an online casino player residing in Thailand and originally from Israel, I have recently won a substantial amount of over 1000 EUR while playing on their platform. However, Betboom Casino is now refusing to honor my winnings and is attempting to justify their actions through questionable means.

I want to emphasize that at no point during my interactions with Betboom Casino was it explicitly stated that Israeli citizens or residents are prohibited from playing on their platform. Their Terms and Conditions indeed contain the list of prohibited countries but not Israel and not Thailand are not on that list. In fact, I have screenshots of my interactions with their customer support team where they confirmed that Israel was not listed as a prohibited country on their website. This implies that I was under the impression that I was playing within the terms of their platform and their rules.

Despite these interactions, Betboom Casino is now claiming that they intend to add Israel to their list of prohibited countries in the future. This sudden change in their stance seems arbitrary and unjust, as it appears to be an attempt to retroactively justify withholding my winnings. It's important to note that I have already secured evidence of their previous stance through the screenshots of our conversations.

The situation raises serious concerns about Betboom Casino's integrity and their commitment to fair play. I am deeply disappointed and frustrated by their actions, which have not only caused financial distress but have also shaken my confidence in the online gaming industry.

Please let me know if there are any steps I can take or if you require any further information, such as the screenshots and evidence I've mentioned.

Thank you for your time and understanding. I look forward to any support you can provide in addressing this unjust situation.

P.S. I have attached screenshots with some of the most ridiculous quotes for the chat with BetBoom support.

Dear zudocs,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

During registration, what was the country you filled in in your casino profile?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Answering your questions below:

1. I was a new client at the casino. I won on my second deposit.
2. During registration, I filled in Thailand as this is the country I am currently living in. (But does it really matter if both Thailand and Israel are nowhere mentioned among the prohibited countries on BetBoom casino website?). Here is an excerpt from BetBoom website:

4.4. The Company prohibits opening accounts or depositing any funds to users who are citizens of, are located or reside in the United States, Spain, Italy, Sweden, France, Great Britain, the Netherlands, Taiwan, Hong Kong, Switzerland, Russia, Turkey, China, Ukraine, Palestinian Territory, Kazakhstan. The list of jurisdictions is subject to change by the Company without prior notice. 

https://betboom.com/rules/

Israel??? Where? As I was told by the casino support several times (and I have screenshots) that the list above is not a full list and will be updated soon. Meanwhile, they plan to confiscate more than 1000 euros of my winnings based on their plans to update the list of the prohibited countries. When I reminded these guys that rules cannot be applied retroactively, they started to inform me that since Israeli laws prohibit me, an Israeli citizen, from gambling - they cannot accept my bets. I reminded them again that I played outside Israel and that nothing in this world prohibits an Israeli citizen from gambling at, let's say, Las Vegas casinos or any other casinos in the world outside Israel.

Looks like these guys look for any, even the stupidest reason, in order not to pay me what I won.

Today I received an email from the casino with an alternative solution. Please, pay attention that my 2 deposits at the casino constitute 290 eur and that my current balance which I try to withdraw is 1364 eur.

Letter to me from Bet Boom casino today 01.09.2023

Hello dear xxxxx!

My name is Helen, I represent BetBoom company. I regret that you had to face such a situation. I sincerely apologize for the inconvenience caused. Let me smooth over the impression by offering you in addition to the withdrawal, limited by the amount of the deposit, also the amount equivalent to the deposit as a compensation for the incorrect list of prohibited countries, regulated by clause 4.4 of the Casino Terms and Conditions.

Therefore, as an exception, the available withdrawal amount will be - 576.34 EUR.

Clause 4.4 of the Casino Terms and Conditions has been updated. So after the withdrawal ( 576.34 EUR ) your account will unfortunately be blocked.

My reply by email to the casino's offer

Hello

There is no way that I will accept this offer of yours. And why should I? I played according to the rules as they were published on your website at the moment I registered and played at your place. There was no ANY mention of Israel as an excluded country at that moment. So I risked my funds, I could easily lose all of it and nobody from your casino would ever refund it to me in case I lost my deposits in full. No chances. And now, why should I agree that your casino will confiscate (actually, steal) about 75% of my winnings because you try to apply the new rules to the old gameplay? The rules published on the casino website cannot be used RETROACTIVELY. It is illegal! And I am just amazed at the naivety with which your casino people try to apply this most dishonest practice to me.

Please, pay what you owe me in full. Not 1 euro less of my totally legal winnings of 1364 eur will be accepted by me.

P.S. Since you fail to understand how ridiculous your actions are - I have posted the complaint about this case at Casino.guru. 

Regards,

XXXXX

Thank you very much, zudocs, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, zudocs,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetBoom Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetBoom Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What needs to be done on the complainant's side so he can withdraw the disputed funds from his disputed account?

If we are talking about a breach of the casino's Terms and Conditions (accepted by the player during registration), is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good afternoon

4.4. The company prohibits opening accounts or depositing any funds to users who are citizens......The list of jurisdictions is subject to change by the company without prior notice.

The client agreed to this point upon registration that the list may be changed without notifying clients.

When registering the client, Israel was at the time of the ban.

At the time of withdrawal of funds, Israel was already banned, since gambling is prohibited in the country of Israel.

You may have a question for us why we did not block the client at the time of his registration.

When registering, the client chose the country Thailand.

During verification, the client sent Israeli documents.

We are ready to withdraw the client’s deposit + our apologies for his wasted time.

Our amount is 577 euros.

Thank you very much, zudocs, for your email and the provided screenshots. From our point of view, we definitely agree with your arguments. However, I have only one question for you so we can move forward.

Are you please able to somehow prove you really reside in Thailand? Is there an official document confirming it?

Dear BetBoom Casino team,

A player is subject to laws and regulations valid in the country they live.

What is the reason to restrict players based on their citizenship? Since it is not common or usual to restrict players based on this parameter, and it basically does not make sense to do it, are the players obliged to fill in their citizenship upon registration or in their account profiles?

Provided that the complainant can prove he resides in Thailand, what does the casino expect from such players to fill in upon registration as a country? Did he fill in the true and correct personal information?

What needs to be filled in by the players upon registration as a country and how do they see it in the form? Is there any other field in the registration form besides a phone number prefix that includes a country?

The player provided me with screenshots from the casino's Terms and Conditions taken on August 31, 2023 (the date he submitted the complaint), which means the rules were updated/modified recently and later than he registered with the disputed account and the issue occurred. Do I please understand correctly that the casino applies a rule that was not in its Terms and Conditions at the time the player accepted them, won, and tried to withdraw his winnings?

If the player is able to verify his current address in Thailand, would the casino be please able to reconsider its decision to confiscate anything from his winnings, and let him withdraw his balance?

The casino has the right to close any account without providing a reason, but if there is no justified reason to confiscate the winnings, we are able to accept it only if the entire balance is paid out.

Looking forward to hearing from you.

Hi, Branislav

Off course, I am able to prove that I reside in Thailand. I have a bank statement (which I could provide for the casino, if asked for) containing my name and physical address in Thailand. I can also provide you with it if you need.

Dear casino representative, which country should I have registered at your casino if I live and play from Thailand? Definitely not Israel. I played at many other online casinos from Thailand and not a single time I had a problem with it. Always got paid after sending my Israeli passport and the Thai bank statement.

Hi again, Branislav

I have just sent you my bank statement (to your email). As far as I remember, this same statement I have already sent to BetBoom casino upon my withdrawal from their casino.

Regards

Z.

Good afternoon Let's start in order:

When registering, how do players see the registration form and what do they need to indicate?

1 step.

The player specifies his phone number and his email, then specifies his account password.

Step 2.

First and last name, date of birth, address (street, house number), city, zip code

Check the box that he agrees with the terms and conditions.

Citizenship?

Clients choose the country where they are located at the moment, where it is convenient for them to replenish their account, since the replenishment methods for each country depend on this.

Withdrawal of funds

Withdrawals are available after passing verification on the website.

There is a list of countries where it is prohibited by citizenship to open an account.

Since there is a License that prohibits players from playing in online casinos in these countries.

According to the rules as of August 31

At the time of player registration, Israel was not on the list of prohibited countries, but during the process before the withdrawal of funds, Israel appeared on the list of prohibited countries.

Thailand

The client indicated the country of Thailand because he is located there, but the documents were sent by an Israeli citizen. If he sends us the documents of a Thai citizen/residence permit, then the problem will disappear and the client will be able to withdraw all his funds.

Confiscation of winnings

We did not plan to confiscate the client's funds, since these were his personal funds and his bets were accepted and settled.

The operator who said that Israel is allowed and the client can play.

The client previously contacted the support chat, where the operator replied that there were no restrictions in Israel.

Yes, such a situation existed, but that day a restriction on Israel came out.

We do not want to upset the client, but there is a "Company Policy".

We are very sorry that the client encountered this at a time when restrictions were imposed on his country of citizenship.

Dear client, different casinos have their own licenses and rules for withdrawing funds.

You have chosen a country, I repeat, because you live in Thailand, but you have a passport not of a citizen of Thailand, but of another country.

Do I have a question for you then?

When registering, you indicated the zip code and city, address (street and house)

Can you provide documents for this that you live there?

Do I have a question for you then?

When registering, you indicated the zip code and city, address (street and house)

Can you provide documents for this that you live there?

-----

Yes, of course, I can provide you with the document confirming my address, city, and Zip code in Thailand. Moreover, I have already sent this document to Branislav. And I can send it to you too. Just let me know an email to which to send it.

-----

For your information, I played at many different online casinos while living in Thailand and using my Israeli passport. I never had a problem with that even ONCE. I also have a Skrill account which was registered while living in Thailand USING an ISRAELI passport. I used it many times to deposit and withdraw at online casinos.

-----

There is not and there CANNOT exist an Israeli law that prohibits Israeli citizens from playing at online or real casinos anywhere in the world (excluding Israel itself). I just don't understand what is the purpose of your constant referring to the Israeli laws which are ABSOLUTELY irrelevant in my case.

-----

The prohibition for Israeli citizens to register at your casino was published AFTER I registered, played, and won some money at your casino. Actually, those were published even AFTER my withdrawal request which was declined by your casino. Unless you think that it is a legible practice - you cannot use that rule (introduced post factum) against me.

If I understood you right, you will pay me in full after I provide you with the bank statement with my name and Thai address on it? I have sent to your email a copy of the bank statement as well as a copy of the first page of my Bank Book, containing my name and account number. The account was opened 11 years ago.

P.S. Let me remind you once again - Israeli citizens were in NO WAY prohibited from registering at your casino at the moment I registered, played, and WITHDREW from it (Israel was added to your Terms minimum a couple of days AFTER my first withdrawal request was declined by your casino). I did not violate ANY of your own terms and I should not pay with my money (almost 800 eur) for YOUR mistakes. It is unfair and deeply immoral.

Good afternoon.

I quote:

If I understand you correctly, will you pay me in full after I provide you with a bank statement showing my name and Thai address?

Answer:

No, that's not correct.

You need to provide a complete list of documents for Thailand, namely:

Passport/ID card front side

Passport/ID card reverse side

Passport/ID card selfie front side

Passport/ID card selfie reverse side

Wallet where the replenishment was from and where to withdraw it (If you haven’t sent it before)

The company has the right to make changes to the list of prohibited countries without notifying the client, this has been stated in our rules for a long time.

We are not telling you that we will not return your money.

You can withdraw your deposit at any time and the funds will be credited to your account within 10 minutes.

The remaining amount that we announced to you remains unchanged.

So, any player from any country in the world may win at your casino and then find out that you added his country to the excluded list just 2-3 days after he won and based on this retroactive action confiscated all his winnings! This is the "right" you reserve for yourself. I see.

Now it is time to see what is Casino Guru’s opinion about this "we do as we wish" policy of the BetBoom casino.

Zudocs: "about the BetBoom casino policy "we do what we want."

Please do not give false information...

You are now writing information that you came up with.

Branislav , please take into account that Zudocs is transmitting information to you in order to expose us to the other side.

I consider Zudocs’ actions to be incorrect, since there is no right to deceive and write about us that "we do what we want."

Greetings all,

Thank you both for your replies, and I am sorry for the delay.

I confirm, zudocs, that I received your bank statement via email.

Dear BetBoom Casino team,

Our attitude was already indicated in my previous post.

Was the player somehow informed that his country of residence or country of origin will be added to the list of restricted countries, or that the Terms and Conditions will be changed? Did he have enough time to withdraw his funds from the disputed account prior to adding Israel to the list of restricted countries?

If the players are allowed/restricted to play also based on their citizenship, which is very unusual and not an industry standard, why does the casino not require this information during registration?

You should have received the player's bank statement. It is likely possible to open a bank account in Thailand with a Thai address only if you can prove you reside at such an address.

Why should he also own a Passport/ID for Thailand?

I would like to repeat that we do not agree with this kind of approach on the casino's side. There are several things that do not make sense, and why the applied rule should not be applied in this case at all.

Is the casino please able to accept the player's bank statement as a confirmation of his residence address?

If not - what should be provided by the player to confirm it?

Good afternoon

This situation has dragged on for a very long time.

We will withdraw all funds to the client within 48 hours.

zudocs I ask you to log into your account and withdraw the full amount.

We will process your withdrawal shortly.

We ask you to unsubscribe here in the comments of the complaint when you receive the funds.

After withdrawal of funds, your account will be blocked.

Hello, Betboom and Casino.guru

I have just withdrawn 1364 euro to my Litecoin wallet. I will let everybody know after I receive the funds.

Best Regards

The money was received. The thread can be closed. Thank you!

What great news!

Thank you, zudocs, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you too, BetBoom Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru