Boo Casino - Player’s bonus winnings have been voided.

The casino said that I placed a bet in violation of the bonus conditions during the spin. Asking to prove what game and when, they canceled the win without sending any screenshot or getting a response. since 22/10 they are not responding to emails regarding this matter I checked 3 times and did not find the allegedly high rate.

Dear jakubek069,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

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

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting on a non-slots game, such as a table or card game

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

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

6. Using a ‘feature buy’ or Buy Pass function within a game."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

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

Best regards,

Petronela

Dear jakubek069,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Player's additional comments:

"Captains Quest free spins were awarded on this game on 6/10/22. I even made a spin for previous spins because they don't reset the spin, just add another one with another bonus. How can I share the story with you? I don't see the option to download this on their site."

Have you tried requesting your game history from the casino directly, please?

Player's screenshot:

Hello jakubek069,

Have there been any developments since our last conversation, please? 

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.