Boo Casino - Player’s dissatisfied with the withdrawal limit.

Dear Sir/Madam,

On May 13th, 2021, I was lucky to have won a significant amount, namely EUR €857.000 of winnings in the online casino "BooCasino", registered with the MGA under the following:

"Boo Casino is owned and operated by Green Feather Online Limited, a company registered under the laws of Malta with Company Number C80735, with its registered address at NO. 40, TRIQ L-UQIJA, SWIEQI, Malta and licensed to provide gaming services under License No. MGA/B2C/445/2017, issued on 16 January 2019, by the Malta Gaming Authority."

The maximum amount to be paid out each month by BooCasino is EUR 5,000. This is conform their general terms and conditions.

However, due to this restriction it will take 13 years to 14 years for the complete amount to be paid out.

This concern I have discussed with the support desk, who communicated that the issue has been discussed with their management, of the casino and I even suggested to settle the complete amount faster by settling with the casino for a smaller amount.

Referring to Article 30 (1) (a) of the Player Protection Directive 2018 the following is applicable to a imposed withdrawal restriction: 

"Provided that, for the purpose of determining whether a withdrawal restriction is unreasonable, the Authority shall consider the amount stipulated within the withdrawal request, in relation to the time which will be taken in order for the player to successfully withdraw all the funds he delineated in the request, and to the monetary withdrawal limit imposed on the player."

In my opinion the withdrawal restriction imposed by BooCasino is unreasonable and the amount to be paid out in relation to the time which will be taken to successfully withdraw all the funds is unreasonably long.

Considering the above, I would like to request you to look at this dispute between me and the casino and determine who of the parties is right and what would be a reasonable amount to be paid out each month by BooCasino, or tell me what the options are for me…

Thanks in advance.

Kind regards,

Rik van R***

Dear Rik,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"We reserve the right to limit the winnings you may withdraw in each thirty (30) day period. This amount is in addition to your deposit amount during this period. (For example, if your withdrawal limit is 5,000 EUR and you deposited EUR 5,000 in the last 30 days, you will be able to withdraw up to EUR 10,000.) You may check your monthly withdrawal limits on the Withdrawal Limits page. We may increase this limit on a case by case basis, and through various offers and promotions on our site. Any requests exceeding this amount will be declined, and the funds returned to your balance. You may then place a new withdrawal request in-line with this limit."

Could you please clarify how you accumulated these winnings? Wasn't it by any chance a progressive jackpot game?

Have you already received any installments of your winnings? If yes, how many withdrawal requests have already been processed?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I have send you an e-mail.

Hope to hear from you!

Kind regards,

Rik

Thank you very much Rik for your reply. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Hello Matej,

Hope you are doing well.

Do you have any news about this case for me?

Hope to hear from you!

Kind regards,

Rik van Rijswijk

Hello Rik.

I am sorry for your trouble.

Today we talked about your case internally, and we believe that in a case like yours, the casino should be user friendly and come with some compromise.

I would like to invite the casino representative into the case.

Please check the case and let us know if you can offer a better payment solution to Rik.

Good day,

As per Directive 2 of 2018 Player Protection Directive, the MGA also stated that the withdrawal limit imposed on the player by the B2C licensee may never be less than two hundred and fifty Euro (€250) monthly. The player is being paid out 5000 EUR every month - which is 20 times over the minimal withdrawal limit.

According to our Terms and Conditions, the maximum withdrawal amount at our casino is EUR 5,000 per 30 day period in addition to deposit amount during this period. "We reserve the right to limit the winnings you may withdraw in each thirty (30) day period. This amount is in addition to your deposit amount during this period. (For example, if your withdrawal limit is 5,000 EUR and you deposited EUR 5,000 in the last 30 days, you will be able to withdraw up to EUR 10,000.) You may check your monthly withdrawal limits on the Withdrawal Limits page. We may increase this limit on a case by case basis, and through various offers and promotions on our site. Any requests exceeding this amount will be declined, and the funds returned to your balance. You may then place a new withdrawal request in-line with this limit."

These are the Terms and Conditions that player agreed upon registering an account with us.

To date the player was paid out 55,600 EUR, his current balance being 802,038.51 EUR. 

We continue to pay the player EUR 5,000 of winnings in each thirty (30) day period. Please see bellow all the payments made to the player up to this moment:

Date/Time        Ref ID    Type      Amount, EUR  Status

01/02/2022 13:23  5112169  Withdrawal  5000    Approved

01/01/2022 18:26  4929149  Withdrawal  5000    Approved

01/12/2021 06:19  4653091  Withdrawal  5000    Approved

01/11/2021 10:55  4599613  Withdrawal  5000    Approved

01/10/2021 07:35  4492369  Withdrawal  5000    Approved

31/08/2021 15:28  4363057  Withdrawal  5000    Approved

26/07/2021 17:42  3990816  Withdrawal  5000    Approved

24/06/2021 13:05  3815317  Withdrawal  15000   Approved

23/05/2021 09:19  3578578  Withdrawal  5600    Approved

The player requested to increase his monthly withdrawal limit. We advised the player, that these matters are subject to the discretion of the casino management and it has been decided that the increase of the withdrawal limit is not possible at this time. We may be able to review such request again in the future, however, for the time being the standard withdrawal limit of €5,000 per 30 day period will apply. 

If you have any further questions, please let us know.

Regards.

Boo Casino Team

Dear Rik and Boo casino representative.

We spoke about the case internally, and I can understand how frustrating it is for Rik to wait so many years to withdraw his winnings. However, I can also understand that maximum withdrawal rules exist to protect the casinos from financial insolvency. We already penalize Boo casino in their rating for having so low withdrawal limit, and it would be unfair to force them to increase this limit because of Rik's winnings. 

We hope that the casino reevaluates the limit and it will be possible to increase it after some time.

Rik, look at the situation from the bright side. For several years you will have a stable income without any effort.

Because of all written above we are rejecting the complaint.

I would strongly recommend that the casino reevaluate the situation regularly and increase the monthly payments if possible.