The player from Austria had an unwanted bonus added to the account automatically. We ended up rejecting the complaint because it was not justified.
Boo Casino - Player’s bonus has been activated automatically without their consent.
Amount: €400
Boo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hi guys!
I'm really frustrated. Also do not know whether my thread is correct here. Now to my problem:
I signed up at Boocasino a few months ago and (unfortunately) deposited a few thousand in total.
I have to say that I am registered at some online casinos, have played a lot and have no bonus offers to ninm by default. Neither deposit bonuses nor anything like that. Now I wanted to make a withdrawal of € 400 at the casino in question for the first time. Verification took about a week. I saw yesterday that I suddenly had € 30 in my player account and that my payout was rejected (with the said € 400). Then I sent an email and received an answer today that excited me insanely .. You have to say I need the money badly ...
The mail said: My payout was rejected because I supposedly accepted a cash bonus of € 5 on the 14th, and you must not exceed the € 100 maximum profit.
So- 400 € gone ??? Then I checked my history. On January 12th € 200 deposited and on the 13th (on which I supposedly accepted the bonus) again € 200. I don't know now what I should / can do. It can't be that I'm being given a € 5 bonus just so I don't have to cash out?!? As already mentioned, I NEVER used a bonus offer ... Maybe someone can give me a tip :( Thanks already
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3 years ago
Dear Chasiti,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise if you have tried to communicate with casino the option of opting out from any promotional offers prior to starting playing? Have you redeemed or obtained any promotional offers from this casino in the past? Could you please forward your bonus history to petronela.k@casino.guru?
Thank you in advance for your reply. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
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Additional comments from the player:
"Hey
I am herewith sending you the screenshots that you have asked for. I could not display the bonus history, only this point overview. But even here you can see that I have never redeemed any points because I really never take advantage of bonus offers. Neither with deposits, nor anywhere else, just to avoid something like this happening. I also didn't communicate with the casino about bonus offers or anything else. Only wrote to the casino about the withdrawal. As already mentioned, I am assumed to have used a € 5 cash bonus. I have neither accepted nor confirmed this, nor anything else. The only problem is that if you play a lot and have a lot of money in the player account, that € 5 more (if you add that € 5 up to me without my knowledge) simply doesn't attract attention. Just find it a cheek. I deposited thousands of euros, the € 400 withdrawal should be my first ever withdrawal at this casino. I don't have the money now and I feel cheated. Actually thought that it is a serious casino after all. I really hope you can help me.
I saw while googling that there is a € 5 cash bonus for new customers when they register. As you can see in my payment history, I've been with me for a while and the € 5 will be with me on January 14th. has been posted to the player's account. (without my knowledge and unfortunately also without my wanting to)
Well, I don't want to complain either, but it burdens me a lot and I can't imagine that it would be so legal ...: / The € 400 or € 370 just disappeared into nowhere. "
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3 years ago
Thank you very much, Chasiti, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Chasiti,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Boo Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Chasiti, I just noticed an email in your email box with a title: "Sie haben soeben gratis Echtgeld erhalten!" Could you please open it, take a screenshot and send it to my email address: peter.m@casino.guru?
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3 years ago
Good day,
Thank you for your patience while we reviewed the complaint.
Please note that the winnings requested for withdrawal originate from the game play after receiving a promotional free cash bonus of €5.00 on 13/01/2021.
We would like to point out that a link to the relevant bonus terms and conditions was provided to the player via email advising that the free cash was credited to the account. This is so that the player is able to review the terms before they begin to play.
You can refer to the Free Cash Bonus Terms and Conditions at the following link: https://www.boocasino.com/en/tnc/free-cash-bonus
As outlined in the Free Cash Terms and Conditions:
The maximum allowed withdrawal amount for this bonus is €100. Any additional balance will be voided when we process your withdrawal request.
[...]
The General Terms and Conditions apply.
We would also like to point out that the free cash bonus was credited to the account at 15:53 GMT on 13/01/21 when the available balance in the account was 0.03 EUR. The subsequent deposit of 100 EUR was made at 17:00 GMT that day and then the player proceeded to play with a total balance of 105.03 EUR.
Due to the maximum winnings condition for the free cash bonus that was received, we cancelled the original withdrawal request and approved a new withdrawal request for the maximum allowed amount of €100.00. However, the latter was cancelled by the player on 18/01/2021 and the funds played until lost.
Based on all the above, we find our decision to be correct and in line with the terms and conditions of our site.
Please bear in mind that if a bonus is received and the player does not want to use/play with it, this can simply be removed by our support upon request, provided that no bets have been placed after the bonus was credited. In addition to that, the player does have the option to 'Opt Out' of bonuses should they wish to not receive them.
If you require any further assistance, feel free to contact us back.
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3 years ago
Translation
The bonus was added WITHOUT my approval! An email that ends up in my suspected spam folder did not help me. In addition, € 30 was transferred back to the player's account! I gambled them away. The remaining € 370 disappeared into NOTHING after the payment attempt, as if it had never existed! You don't notice € 5 if you deposit hundreds of euros for several days! Thousands in total! I have never received a bonus in any casino without my confirmation and would not want it either, as I do not play with bonuses !! OUT OF FEAR something could happen (you read a lot about it). Serious is something else too! I will take it to my lawyer as I will not let this sit on me. However you turn it around, you have booked 5 € cash into my account without my will and thus devalued all of my remaining money!
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3 years ago
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100 € deposited - 5 € booked up by you and that canceled my deposit plus profit!
I regret nothing more than giving this casino thousands of Euros! An absolute cheek!
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3 years ago
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On the 13th and 14th alone, I deposited a total of € 400!
Apart from the rest of the days
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3 years ago
Hi all, thanks for your replies.
Dear Bo Casino team,
Could you please send the player's game history and bonus log (clearly showing and confirming what you stated above) to my email address (peter.m@casino.guru)?
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3 years ago
Hi all,
Thank you Boo Casino team for the file provided.
Dear Chasiti,
I received a document from the casino suggesting that you actually received the €5 bonus when your account balance was €0,03. Then you made a deposit of €100 and played with mixed funds and therefore you were only eligible for a withdrawal of €100 (maximum cashout from the bonus). If this is the case, I'm afraid, We can't help you. If the casino gave you the bonus at the end of your winning streak and used this as an excuse not to pay you the winnings, that would be unacceptable. However, this situation is different and we have to be fair. Unfortunately, the complaint will be rejected. If you disagree with our decision, I recommend you to contact the Malta Gaming Authority and submit a complaint to them. I wish I could help you more.
Best regards
Peter
