Boo Casino - Player's winnings confiscated over disputed bet limit.

Hello ...my name is David ****...recently I have been actually depositing from my bank account because for the last couple years Ive been trying to win through bonus spins and free spins thinking thats the way to go. Well after winning a few times and losing a few times because i really didn't read or was interested in the terms and conditions of a bonus. In fact the way I play now is because i thought I won over 800 and some odd dollars from a different casino after i played through the bonus wager and that playthrough took me hours and hours to finish. Well i tried withdrawing from that casino...(which was a couple years ago)...they said I went over the max bet allowed..which at that time it was 2.50 $ max. As angry as I was cause i thought i won...i could not say that I didn't bet over the limit. Since that time I have my own personal rule of any game i play. I never bet over one dollar. So I took the bonus of 100 spins in royal coins 2 of a 5$dep...the wager was 30×...in my bonus spins I balanced out at 59 dollars and change...the rules for any spin in this bonus was the lesser of the 2..either 4.00 $max bet per spin...or 10 percent max of the winnings of those bonus spins. Which would be 5$ and change. So where does it say if my maximum bet of only 1dollar max during my whole time spinning in any game I played during my time in this casino...BOO CASINO...will it say i bet over the max bet per spin...even when I asked the live chat operator how much i am able to cash out said..looks like you did well mr novack just send documents and if there was a problem support will contact you...I got the mail from support saying i went over the maximum bet per spin. Well I lost it...there is no way the maximum spin is over .99 cents. I want everyone to know. I have been cheated out of my winnings from a greedy casino that can't even pay the tiny amout that I DID WIN FAIR AND SQUARE WITH THEIR OWN RULES. They should be ashamed of ripping off the little man that just wants to have fun. How many more advantage takers are out there. BOO CASINO IS NOT A CASINO OF HONESTY.

Dear novackdave66,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you bet 1 USD bets while your bonus was active?
• Have you saved any correspondence regarding the accusations against you?
• Please forward any transcript or email you received regarding the issue from the casino to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear novackdave66,

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.

Hello Tomas....I found the email I received from Boo casino. I have taken screenshots which i can send ...and yes after my spins were complete and had the 59 dollars with change to play with. I understand the max bet per spin would be the lesser of...4.00 dollars..or..10% of the 59 dollars with change.

Excited that my wagerx was 25x or 30 times I played till my playthrough was complete and kept playing after. Here's the promo bonus with the emails.

I'm not sure if all is in the same order that I screenshot. If I did anything wrong screenshooting these could you please tell me so I can attempt to correct it. This was the biggest win I've had at any casino and I don't want to lose it cause i mixed the order of these. I'm still pretty new doing this computer thing. Yhanks Tomas.

Thanks for your message.

Have you requested your gaming history from casino support? It's a record of your gameplay, where your bets are recorded.

Could you please forward it to us for review from the relevant time period? Send it to my email at tomas@casino.guru

Dear novackdave66,

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.

Hello Tomas...yes I have requested the record of my spins twice now and yet to receive a response. I can do it again today after I check my gmail for the last email I sent to them of the request if i can find my last request i sent I will definately send that to you. I will write your email down and send if I find it..by the way thank you for your help i dont care how long this takes I know they are wrong and its happened from a different casino when I didnt know better so when they said denied i knew they either just didn't bother checking what my max spin was or they thought maybe he won't fight it and just disappear. Anyways I'll send that right away if i can find it and in the meantime I will send them another and email that one to you.....thanks....Dave

Hi again Tomas...I have just completed another request for the record of spins I had on that day i requested the 620 dollars after my 100 spins for 5 dollars on Royal coins 2.Here is the last email i sent to boo casinos support team...

Could you please double check whether you sent your request to the correct address?

It should be support@boocasino.com

If you contacted the wrong address please repeat your request. If you contacted the correct address of the casino, please let me know and we'll intervene.

Hi Tomas...yes i sent this on the 9th i believe it's addressed to support@boocasino.com.....i believe this is what i sent..i just copied this from my sent emails that my gmail kept for me.

Dear novackdave66,

the email address on the screenshot says '.co' and not '.com'. It's possible you sent an email to an incorrect address earlier and this was later saved by Gmail.

Kindly send it to the correct address and let me know if you receive any response.

Here's a screenshot of the support people i sent it to...i found it right on the boo casino page iat the bottom of my profile account. I will try the ..support@boocasino.com as you would like and if I get a response i will be sending the response to you as soon as I get one. Thanks Tomas..I appreciate you going above and beyond to help. I was thinking it was a lost cause.i thought the address they provided would be the right one..i guess I was minstaken.

Thanks for the surprising new information. We'll contact the casino to find out what happened.

Thank you very much, novackdave66, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you novackdave66 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Boo Casino for their help in resolving this complaint. We would like to ask if you could provide us with the player's betting history to my email. (peter.c@casino.guru)

Thank you!

I have asked boo casino for transcripts regarding that particular bonus and I have yet to receive a reply on any thing about it. I have been emailing them since before I found you guys and I thought well maybe guru can remedy my situation plus i would like people to be careful...take screenshots and ask for transcripts..even tho boo casino has ignored my requests from day one. The people should know.

Dear all,

Thank you for inviting us to the conversation and for your patience while we gathered all necessary information.

As requested, the relevant betting history was sent to peter.c@casino.guru .

Should anything further be required, just let us know.

Hello all,

Upon conducting a thorough review of the matter at hand, including all relevant communication between the casino and the player, we would like to advise on the following.

It has become apparent to us that the player was misinformed on 2 occasions about his withdrawal request - both times he was advised that the reason for the withdrawal decline is betting more than the maximum allowed for his bonus, where in fact the actual decline reason is betting on a non-allowed game (live casino). This is clearly outlined as non-allowed wagering activity in the casino’s bonus terms. The list of non-allowed games is referenced on our website here: https://www.boocasino.com/en/tnc/non-allowed-games

As the bonus terms and conditions were not followed, the player’s winnings were forfeited.

We hereby would like to extend our sincere apologies to the player for occurred misunderstanding and for any inconvenience caused. We value transparency and clarity in all our interactions with players to uphold fairness and compliance with our terms and conditions.

In conclusion, taking into account that the player placed only 1 irregular bet, which resulted in a loss, we consider paying out the maximum allowed winnings for the claimed free spins bonus. As per the bonus terms and conditions of the casino, the maximum cash-out from free spins bonus is 100 CAD. However, in this case we will deduct player’s original 5 CAD deposit that was returned to his balance after the withdrawal was processed, i.e. 95 CAD in total.

We kindly ask the player to confirm if they accept our proposed resolution.

We look forward to hearing back from all parties involved in this complaint.

Best regards,

BooCasino

Dear novackdave66,

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.

That is not the truth...I only play slots and when when i took this bonus on royal coins 2 i was so impressed with that slot machine and the way it was paying out...why would i switch .? I still have never received any correspondence from you except for the email saying i went over the maximum bet per spin. Now..I have politely requested a copy of all my activities during the awesome bonus that I accepted per the free spins on Royal coins 2 which were wagered at 35 or 40 x. I did everything right according to the rules that were provided. I've been playing now for a few years and have learned quite a lot. All through trial and error. I know for a fact...I did not break a single rule for that bonus. I won that 620 dollars FAIR AND SQUARE.

I will except that offer if it is a means of ending this dispute. I love playing the casinos now that I cant really work any more due to injuries of a very laboring trade over 38 years.

Hello all,

Following novackdave66's confirmation and acceptance of the proposed complaint resolution, we will proceed with reinstatement of player's winnings for 95.00 CAD and process the payment as soon as we are able. The player will be notified accordingly once done.

We remain available should there be anything else needed.

Best regards,

BooCasino

Thank you for the update Boo Casino representative.

Dear novackdave66, let us know when the funds will be reinstated and you will no longer require assistance. Thank you in advance!

I will for sure let you guys know....thanks alot ...now that i know there is a chance for the player to get what they deserve and casinos should know we are done letting things go....You guys are amazing and thank you for all your help....I will let you know if/when I get the pay...🍻 cheers

Hello all,

This to let you know that we're in the process of paying the player as agreed, however, our Verification team has requested additional documents from the player before they can proceed - i.e. valid ID document.

We have previously received only the ID front, so the player needs to send a copy of the back side as well or submit copies of another valid ID document (Driving license or Passport).

The player has been informed of this via email on 12/03/2024 and we still await his response.

We kindly ask for his cooperation in order to proceed further.

Best regards,

BooCasino

I can send them through at the casino when I'm done I can also send them here if you like.

I just finished sending both front and back again...just waiting for them to review

Dear all,

Please be informed we have successfully completed the KYC procedure for this player and we will proceed with the payout, as agreed.

The player will be notified as soon as this has been done.

Should you require any further assistance, just let us know.

Best regards,

BooCasino

Thank you very much for the update Boo Casino representative.

Dear novackdave66, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you Peter and Tomas..It was heartbreaking it came to this. Yes I just received confirmation from my bank and I'm sure I would not have even got what I got weren't it for all your help. Now I screenshoot every bonus I take if I take one at all. You guys were amazing and I know if any of my friends have similar situations I am going to forward them to you..Thank you for having an ear to listen and make it all happen...gratefully Dave.

Dear novackdave66,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter