The player from Brazil had her balance automatically reduced after breaching the maximum bet allowed. The player suggests that this has happened twice and sees this as a misleading tactic by the casino. The player also asked for self-exclusion from the platform. After gathering more information and casino explaining the bonus max win was applied the player asked us to close the complaint.
BetBoom Casino - Player's winnings confiscated twice after completing wagering requirements.
Amount: 1,000 R$
BetBoom Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Dear Guro Team, I would like to express my indignation towards this betting site.
On June 22, 2023, I received a promotional email to make a deposit using the code RELOAD in order to receive a 75% deposit bonus. I receive this offer every Thursday. I followed through and deposited 60,00 BRL, securing a 75% bonus — a total sum that is subjected to a rollover of 1.335,00 BRL. I managed to secure a BIGWIN in the Book of Nibelungem game with a bet of 1,00 BRL and won 930,00 BRL. My balance was at R$1242,86 BRL and I had 35% left to fully complete the rollover. When I finally completed it, my balance instantly decreased to R$ 90,00 BRL. I sought out the support team who informed me that I allegedly violated the terms by placing a 5,00 BRL bet, despite 75% of my rollover bets being exactly 1,00 BRL. I only played one 5,00 BRL game where its minimum wager was just that. I was left very upset and helpless by this occurrence. Consequently, I refrained from depositing into Betboom for a while. On Thursday, August 24, 2023, an identical situation occurred, the balance I had managed to build up was again reduced to R$ 90,00 BRL. This seems like a tactic they employ and it feels as if they're misleading gamblers and exploiting nonexistent rules. So, Betboom, what did I do this time for you to sweep away my balance again? I sent them an email requesting my self-exclusion from this exploiting platform. What kind of bonus is this anyway? I use numerous betting sites and all the money we win in a rollover is totally ours. My ID: 26-430204.
Betboom, I am not your guinea pig — you cannot let me win, complete the rollover, and then redistribute my prize.
I urge all gamblers to steer clear from this platform as you'll inevitably fall into the same trap. You are not a trustworthy or honest casino. I have got all the necessary documentation and screenshots as evidence.
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8 months ago
Dear Aneoiteiro,
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.
Do I understand correctly that on August 24, 2023, the casino justified confiscation of your winnings due to a breach of the maximum bet rule?
Does the disputed amount of R$1000 represent your winning from the 2 bonuses altogether?
Do I understand correctly your self-exclusion is already active and you lost access to your casino account?
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
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8 months ago
Translation
Dear Tomas, good afternoon. It's an honor to speak with you first. There were two amounts confiscated Tomas, a recharge I made on 06/22/2023 in the amount of 60 BRL to win the 75% bonus. And I had 105.00 BRL in my Balance to fulfill the rollover of 1,336.00 BRL. I managed to finish the rollover with 1,100.00 BRL in balance and I had the 1,000.00 BRL confiscated. I only won 90 BRL. And the other deposit was made on 08/24/2023 in the amount of 60 BRL and I won the same bonus 75% fulfilling the rollover and I ended the rollover with 120 BRL of balance and had the balance confiscated again, they only released 90 BRL. So I could see that this is an abusive practice of this casino. It means that the money I earn, I only receive 90 BRL. I myself sent an email to the company requesting the self-exclusion of my Tomas account, as I cannot trust a Casino with abusive and deceptive practices with its players. How absurd and humiliating.
Betbom I'm not a prostitute nor a bitch to work as guinea pigs for you.
I go to all the trouble of depositing my money, trying my luck, and when it's time for me to collect the prize, you take all my money. If you touch you bastards!
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8 months ago
Thank you very much for your reply.
you wrote:
I sought out the support team who informed me that I allegedly violated the terms by placing a 5,00 BRL bet, despite 75% of my rollover bets being exactly 1,00 BRL. I only played one 5,00 BRL game where its minimum wager was just that.
Do you have your interaction with casino support saved? Could you please share it with us? Post it here or send the information to my email at tomas@casino.guru
I'll await your reply.
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8 months ago
Translation
Hello my dear Tomas, sorry for the delay in responding, I do have the conversation in print, I even asked them not to do that, and I even requested an agreement.
I just sent you an email with the conversation in print.
Thank you for your help.
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8 months ago
Thank you for your message.
Could you please specify how many bets 5 BRL bets have you made?
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8 months ago
Translation
Hello Tomas, good afternoon, the game I played was JOKER RA by ENDORPHINA, the minimum bet is 5 BRL. And I bet about 200 BRL on this game. On their own website there is a list of games written to play with bonus balance, and this game was on that list. So I had no fault and much less intention.
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8 months ago
I checked the casino terms and conditions and didn't find any limitation about the maximum bet when playing with a bonus.
At most, I found this:
How did the casino inform you about the value of the maximum bet while playing with a bonus?
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8 months ago
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Good morning my dear Tomas, I was only informed about this article about the maximum bet allowed with the bonus in the chat and shortly after having my balance confiscated. What they did to me is completely absurd, I didn't expect such an attitude. Lack of respect for your bettors. I hope other people don't go through what I went through. I was so sad and humiliated, I spent hours and hours playing, and when it was time to receive the prize, this happened. It's too revolting.
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8 months ago
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Good afternoon Guru and dear client!
I have dealt with your complaint.
You have been offered a RELOAD BONUS.
75% upon deposit.
You made a deposit of 60 BRL
Received 45 BRL to your bonus account
60BRL*75%=45BRL
The conditions stated that the maximum win cannot exceed x2 of the bonus.
45BRL*2=90BRL
The remaining funds are burned. 
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8 months ago
Thanks for the explanation to the casino representative.
Dear Aneoiteiro,
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Please let me know if there is any additional information regarding the complaint otherwise we'll close it.
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8 months ago
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It's okay to close. They don't even know what they're talking about! One time I broke the rules, another time it was the T&C of the gain that exceeds. Honestly, who would want to risk 60 BRL for 90 BRL? 30 BRL in Profit??? These are inadmissible facts. The correct answer is: Run away from this Casino as soon as possible, dear gamblers.
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7 months ago
I can understand your frustration.
Bonuses often are there to allow you more possibilities to win, however, you are then often limited in how much you can win, need to complete wagering requirements, and often are limited in how much you can bet per game round.
We'll reject the complaint as per your request.
We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino.
We are here to help.
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