The player from Chile has been accused of breaching bonus terms by placing bets greater than the allowed ones. After a closer examination, we ended up rejecting this complaint as unjustified.
Boo Casino - Player’s bonus winnings have been voided.
Amount: $300,000 CLP
Boo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good night,
I recently received an email from a casino offering me 5 free spins. After playing them, I won a total of $50,000 CLP. I contacted customer support and they told me I had to wager a total of $2,500,000 CLP before I could withdraw my winnings. After two days, on Thursday, April 6, 2023, I managed to meet the wagering requirement and made a profit of CLP 300,000.
I immediately contacted customer support to ask how I could withdraw my winnings. They told me that I only had to make a deposit of $10,000 CLP to activate my account and upload the corresponding documentation. They assured me that once I did that, I would be able to withdraw my money. Therefore, on Friday, April 7, I made the deposit and sent my documents.
However, today I received an email informing me that my withdrawal request had been cancelled. When I logged into my casino account, I found out that my balance was only $10,000 CLP (the amount I deposited). I contacted customer support again and they told me that they canceled my withdrawal request because I had placed bets that exceeded 10% of the bonus credited to my account. According to the bonus terms and conditions, this was not allowed. Therefore, they canceled my withdrawal request and voided my winnings.
I tried to discuss the matter with a customer service agent, but the person sent me the same message multiple times and automatically closed the chat. It should be noted that a day before I had spoken with another agent who assured me that my withdrawal would be approved if I sent my documents and deposited $10,000 CLP. I feel very frustrated with the situation and I don't know how to proceed.
Automatic translation:
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1 year ago
Dear BriteChile,
Thank you very much for submitting your complaint and forwarding all the relevant communication. 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):
Free Spins Terms & Conditions
4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot 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 in Excel or PDF format 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
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1 year ago
Translation
As I mentioned earlier, having read the terms and conditions, I was able to understand what was required to withdraw my money. However, it seems that you did not read everything I wrote above. Before placing any bets, I contacted the live chat and was informed that in order to withdraw I would need to play 2,500,000 million. After I had fulfilled this requirement, I went back to the live chat and they told me that everything was in order, but that I needed to make a deposit of 10,000 and send my documents in order to withdraw my money. This forced me to deposit the 10,000, and I still couldn't withdraw the 300,000 I had won. In addition, they gave me false information saying that everything was in order and lied to me that I needed to deposit in order to withdraw. In short, I feel cheated and I hope that they can refund me the 10,000 deposited since I am not willing to continue losing money in the casino.
Automatic translation:
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1 year ago
Thank you so much, BriteChile, for taking the time to respond. I just wanted to let you know that I have carefully read your initial explanation of the situation. Please understand that if the maximum bet rule was violated during the Free Spins wagering, any winnings may not be eligible for payout. However, I completely agree that a refund of the deposited funds would be fair, especially if no bets were made using them.
Can you please let me know if your account is fully verified and if your deposited funds are still sitting untouched in your account? Looking forward to hearing from you.
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1 year ago
Dear BriteChile,
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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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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