BetBoom Casino - The player's winnings were deducted.

Hello, some kind of devilry happened, I played on this site, took advantage of the second deposit bonus and made a deposit in the amount of 8,000 UAH. + I was credited with a bonus of 12,000 UAH and the total amount was 20,000 UAH. The most interesting thing is that if you use the bonus, then it is impossible to withdraw funds until it is wagered. I had to wager 540,000 UAH, my personal 8,000 UAH were blocked by the bonus. And now I will successfully play it back and there were 57,000 UAH on the balance sheet. From this amount, 37,000 UAH was deducted from me and left on the balance sheet the same amount that was originally from the replenishment. I contacted the chat, and they answered me that according to the rule clause 17.3, the maximum withdrawal from the bonus is 2.5. And now look at the first paragraph of the rules 17.3 on the site there is no such information at all in the bonus conditions. And thirdly, well, even if the cash out is 2.5 of the bonus amount, 50,000 UAH should remain on the account. But they wrote to me in the chat the amount of my amount which I bet 8000 UAH and now from it 2.5 = 20,000 UAH. Well, a clear deception, and the amount of the bonus is up to the amount of the deposit. And there is no this item in the rules, earlier at the first withdrawal and wagering there were no such problems, but it was such that the site blocked the account accusing me of duplicating the account, and after I proved that I had not previously registered it was unblocked and the money was withdrawn. Well, now the situation is again unclear. They lie insolently poking a rule clause which does not exist at all, I have a screenshot of what they wrote, you check where there is a given rule clause to which they supposedly refer to it does not exist at all. It turns out that the site, without any reason, violating the rules of their own rules, wrote off 37,000 UAH of my honest winnings. Please take immediate action! I had the right to withdraw all 57,000 UAH. And not 20,000 UAH. Especially if you even take my deposit and the bonus amount is 20,000. ×2.5=50,000 UAH why they calculated 2.5 from the deposit amount, I don’t understand at all if it was not possible to withdraw them; They do what they want.

Hello Nadejdanadejda,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetBoom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the money is still on your account or did you request for the withdrawal already? Did the same bonus rule applied to your first deposit bonus too?

Based on the description of the term you should be able to get 2.5x of the bonus amount that means 2.5x 12000 - 30000 UAH so even if they made a mistake, you won't be able to receive the 50000 which you want as their term states it differently.

Looking forward to your answer.

Regards,

Nick

Hello, I will start with the first deposit no, these rules have not been applied. The amount of the first deposit was UAH 5,400. the bonus was 8,100 UAH, I even have a screenshot. And then I withdrew 36,000 UAH. Now watch the most interesting. They poked me the bonus information where they now changed the bonus policy, but as soon as I showed that earlier when I registered on the site and when making a deposit, other bonuses with other amounts were made, and after showing them a screenshot, they answered me like this, they say, these are the previous bonuses which were before. I explained to them that the bonus, respectively, was not 100% but 150% and the amount was not 8,000 but 12,000, they promised to double-check within 24 hours. And I didn’t withdraw money, and I continue to play right now. I won’t say that the casino is bad in terms of games and returns, but they have some kind of inadequate approaches to players, from the first deposit, as soon as I won back the bonus, after 10 minutes I was blocked accusing me of duplicating the account, as if I had played on their website with I made a deposit with the same bank of the card as on another account, of course I was shocked. Now today, of course, I’m in shock, they tell me that I could withdraw funds by refusing the bonus, in fact, this is a direct fraud, when you take a bonus, it’s impossible to withdraw funds, well, they answered me that they showed me an error. Although, in fact, I can tell you that 8,000 UAH of my deposit and 12,000 150% bonus were combined into one account. After the withdrawal of funds, I will take the 3rd bonus and, to be convincing, I will try to make a withdrawal without playing on the bonus balance, which I will take as a safety net, and then we will find out whether it is possible to withdraw our funds without wagering the bonus, if indeed it is possible, and the bonus account does not apply to a real account then everything is correct from the bonus amount of 2.5×. But let's see what happens tomorrow, I think that we must return, they said that there could be a mistake. They filed a request and I have no choice but to wait for a decision.

I will send you a few screenshots, one of them shows that when I topped up 8000 UAH I took a 150% bonus, on the other picture you can also see the first deposit bonus, namely that my bonus was 8,100 UAH and the amount of the first replenishment was 5,400 UAH. But now the site says for the first deposit a max bonus of 100% and an amount of up to 6000 UAH. Although for the third deposit they did not have a bonus over 100%. and for the first two they offered. In general, I send what I have

When I sent them a picture where I entered the amount before confirming the deposit and a bonus of 150% was visible there, they answered me that they say this screenshot still doesn’t say anything, well then I reminded the operator that she herself wrote to me above what was written that the bonuses were changed.

I noticed initially that you wrote there about this casino that you think the bonus conditions are not fair.

Hello, yesterday the situation was analyzed and my 10,000 thousand hryvnias were returned to me, those who immediately miscalculated and apologized for that situation. The money was withdrawn. But you see, according to those rules 2.5, they did not have such a maximum withdrawal coefficient from the bonus. Then I could take it all, I take it from the fact that the host did not calculate anything from me. Well, at least they returned something that was supposed to be even in a new way.

Good afternoon, I'm sorry to hear about your problem. At the moment the check has been performed and you have been credited with the amount of 10.000 UAH. 

As for the problem, the maximum winning amount x2.5.

You can read about this rule in the section:

Bonuses-Primary Bonus-Detailed Promotional Terms and Conditions. 

Rule 17.3

Thank you for your help, you can close the complaint as resolved, there I also have a problem with withdrawals to the slotman casino at another casino, it’s a pity they can’t solve anything yet. Thank you for your help!!!! And thanks to all your team.

Hello Nadejdanadejda,

I'm glad to hear that your issue has been resolved. If you please have an issue with another casino, submit a new complaint directly to that one.

Best regards,

Nick