Boo Casino - Player has trouble withdrawing winnings.

This casino is fraudulent. They don't pay and make up all sorts of things. Don't play. The Guru site should remove this type of casino from here.

Dear Jaciel,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. Additionally, I want to emphasize that at Casino.Guru, we present all online casinos in our database, allowing each player to make an informed decision on where to deposit their funds and play. If you prefer playing in a recommended casino, please refer to the following link.

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

I hope so because I saw this platform here..as far as account verification and they only ask that I send all the requested documents..I didn't even have the opportunity to do that..another observation is just to analyze the comments from the users of this casino, to see that they don't pay I demand plausible explanations from casino boocasino.com

Thank you very much, Jaciel, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you because this casino took my money... and I'm not the only one, besides, I saw the casino through here, I could have looked at the reviews... hands on, help me

Hello, Jaciel!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello All,

Thank you for reaching out to us.

We are genuinely sorry for the frustration that Jacielliy has experienced with their withdrawal requests.

It is important to us that our players have a fair and transparent experience.

Our records show that a withdrawal request was declined on 2023-12-03 for the value of BRL 930.00

The deposit amount of BRL 25.00 was returned to the player’s Casino Account and the winnings were voided.

The above actions were taken as when reviewing the player’s Game History, we found that bets were placed larger than 10% of the bonus amount.

The player made a deposit of 75 BRL which claimed a bonus of 10 BRL

Therefore the maximum bet that could be placed was 1 BRL

The Game History reflected bets made to the values of 1.75 BRL, 1.25 BRL, 1.5 BRL, 2 BRL, 3 BRL and 5 BRL

This can be seen in the Transaction History of the player’s account.

The Game history can also be sent to you if needed.

The Bonus Terms and Conditions state the following:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

4. Betting more than 19.00 BRL per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply.

The terms and conditions for each bonus are found on every bonus page of our casino.

They are therefore available to all players to read before purchasing and playing the bonuses.

If, on review of the wagering activities, it is found that the Terms and Conditions were not honored, the winnings will be removed.

By claiming the bonus, the terms and conditions of this bonus have been accepted, which includes the maximum withdrawal clause.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Boo Casino Representative

Thank you for the clarification, Boo Casino Representative!

Please, send the Transaction History to my e-mail: pavel.k@casino.guru.

Good afternoon, I didn't claim anything, this amount was already in my account and I didn't have any information that it was a bonus..so much so that at the time I requested withdrawal I was informed that I would lose the 10 reais..another curious fact that was not informed that at the time of withdrawal that was a bonus and that if I withdraw I would lose everything...it doesn't make sense if I wouldn't have made the request...the amount of 10 reais was already in my account...

Detail the amount of 10 reais was already in my account before the deposit and only pull it up in the history if the account was zero before the deposit or after I made the deposit..don't ask for any bonus otherwise it wouldn't make sense to make a withdrawal or even the casino could I informed you at the time of withdrawal that a bonus would automatically not be withdrawn..but a withdrawal was made, the 10 reais were deducted and the amounts of the deposit and winnings remained..I would like the casino to reevaluate the information as I am very sad and frustrated with this situation

The deposit amount of R$25.00 was returned to the player's casino account and the winnings were void.

I would like the casino to explain this part to me...since I only made a deposit of 75.00 reais since October, it was the only deposit I made...I only ask the casino to see that I did everything right...I wouldn't withdraw something as I could lose everything, I'm devastated. .from a joy turned to sadness..you can check that there is an error I hope the casino reevaluates because I would speak out here if it wasn't correct

Dear All,

Thank you for reaching out to us.

Please be advised that an email was sent to pavel.k@casino.guru with all documents and information requested.

We would like to note the below here for the records as well:

The player can see all Transactions made to her account in Transaction History of her account

A refund of 75 BRL deposit was returned to the player's account. The documents have been provided to Mr Pavel by email reflecting this. Apologies for my error above.

All promotions/ bonuses/ free spins added to players' accounts are confirmed by an email being sent to players with Terms and Conditions.

If anything further is needed, please do not hesitate to contact us.

Best regards,

Boo Casino Representative

They can send me several e-mails but I didn't accept any bonus ...either at the time of deposit but that's ok since the casino prefers not to understand the player than not to ask for any bonus understand that at the time of withdrawal there was no message informing me that it was a bonus that I could lose everything ...a joy I had and a sadness I have now

In short, they've lost a customer...and the casino didn't try to sort it out, but that's fine.

Jaciel, I am sad to say, but proofs, provided by the casino, confirm all stated above. Moreover, you have also stated that you have already had the bonus in the casino account before depositing, which means, there was no way for you not to notice it. Bonuses always come with some conditions, which you could try to find on the page or in your e-mail. At least, you could have contacted the customer support and asked them about the amount that had been credited yo your account without your request. Instead, you have played with the bonus, breaching the maximum bet restriction multiple times, which gives the casino all rights to forfeit winnings derived from such play. Also, the casino has confirmed that the deposit amount has been restored in your account. Therefore, I am forced to reject this complaint.

Please, if you will have any problems with any casinos in the future, do not hesitate to contact us, we always try to help. And I am sorry, I could not help more in this case.

Respectfully,

Pavel K

Casino Guru Team