Boo Casino - Player's winnings from bonus deposit are confiscated.

i played the game i initially got 40.00 and only meant to deposit 8.00 to get the 48.00 and i got on to them on this so problems from the start i said i deposited with the bonus by accident and can i get it rectified so i can take all what i earned and they would not cooperate they entrapped my funds and me thats wrong so i won 150.00 on roulette

lucky all of casino games are rigged as well or amounts not accurate paid before iplay amounts dogey as hell and they came up with the so called playing games not allowed not what i agreed to so 191.00 and also said they were deducting 5 times the bonus i have emails showing they money i can upload at a later time

Dear anthonyoflanagan72,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what kind of bonus you received at the beginning? Was it a deposit or a no-deposit bonus?

Do I understand correctly that you requested your bonus to be canceled?

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

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

Best regards

Veronika

Yes I deposited on the basis of with bonus by accident as I only wanted the 40.00 initally so I deposit 8

00 then they added the wager required of 201.98 I think then I fulfilled the wager to a certain extent but was refused the withdraw of 191.00 with out a reasonable answer as it's not up to me to play we say tiddlywinks around these I know that's the issue here but I legitimate won the money and even at that that's theft by taking the money like that but look these are what they know they are unfair and desperate merchant

Yes I initially said to them I wanted the funds of 40.00 and I deposited with the bonus and asked can this be rectified and they kept saying no this is what it is as to imply I had to play against the will of the funds like the will of my belief so to speak as I did not approve the wager asked if they could just change the deposit to no bonus to with the 48.00 inconclusive if you get me they further said there was nothing I could do to change the deposit as it was not a mistake as to entrap me to further play against as to entrap the money and keep me tI'd to the wager which I completed then denied the withdraw request with that nonsense money is money and should be taken seriously and there lame pathetc rule entitle them to defraud me out of 191.00 that's incorrect for them to do that and I pointed the deposit method I done at the start should be changed as ithe said just deposit and you'll be able to withdraw the funds afterror the deposit so someone in there company lied and manipulated me to the wager then stole the full balance to there advantage if you can put it to them as this is theft and I'm accessing them of that no matter even if there is gamessage played that don't contribute wager as I played before and was never penalised especially the funds confiscated like that and returned me then 8.00 there guilty of some thing hear that's a bit like we're stealing your winnings there's your 8.00 back and ha ha we screwed you thanks for the money that's unfair

So I now all fairness I was 1 mislead from start toof finish as in a I asked for the bonus to be excluded and was forced to play with the wager in the firest place as I had now deposit 8.00 in which there was 40 available son if you look at this pragmatic I am at least owed the 40.00 in the first place as it clearly says make a deposit and the funds are withdraw able we say without bonus but they tricked me to play with the bonus against my will or approved so therefore they have broken and breached and Whithold funds they stole something if that can be raised as I disagree as I did not want the wager in the first place and they insisted this was the way it is forcing me to wager and also stealing my winngs

So from the start I got 5.00 free credit from the casino I which I made it 40.00 in which stakes in order to withdraw those funds you firstly must make a deposit then the funds can be withdrawn in which i deposit 8.00 with my bank card in which they would not let me or change the bonus to a non deposit as I believe this is what they did not allow me to do as I did not want the wager in the first place so at least the 40.00 can be disputedone as they denied me the chance to correctly withdraw that amount misleading me to play there games without me knowing that they can take all the winnings at fooling me with there thieving terms the devil they are in got my funds up fair and we're conviscated

dear casino im just getting in touch regards this casino that was 191.00 we could say it really is 196.00 but thats what it is a bit above that figure the point is thats my money and ill never reccommend these casino sites to anyone aas they are fraudulent in terms of there rules they are terrible and misleading people i got 191.00 stolen from me and im just seeing is there any legal route or is this it

Just to make sure I understand your situation:

1. You claimed a no-deposit bonus and won €40. Could you please send me the exact link or name of the no-deposit bonus you claimed?
2. You made a deposit of €8, so that you'd be able to withdraw the winnings from the no-deposit bonus. However, you also activated a deposit bonus? Have you claimed the bonus when you were making your deposit, or was it given to you automatically? Do I understand correctly that you asked customer support to deactivate your deposit bonus? Have you played any games while the deposit bonus was active?

Yes that's correct at the start I played 5.00 free won 40.00 then was tricked into deposit 8.00 not aware that I deposited with the bonus was active which I clicked by mistake asking the chat to reverse as I only deposit to retrieve the 40.00 in the first place as I know wager is just entrappingredients a persons to play against there will as I clearely stated this and they replied there's no mistake made and willing made me play the game against my approval in order to make me win the money in order to sabotage the winnings legally in there own right which happened and that's what I'm trying to tell you as they deliberately mislead me at the deposit method on chat and insisted in the chat when I challenge them about 40.00 they said there was no mistake as to say I had no option as to withdraw that without completing a wager blackmail so to speak now that's more clearerror to you and I as that's what they actually done and have gotten away with it and that's what happened that's a crime surely not lying only telling the truth that's why I was angry please see it from my point thanks

Yes I had played games not aware of the non allowed games not knowing there rules not sabotaging anything to learn I had no choice to play otherwise the funds of 40.00 were unwithdrawable till I played when I first disputed that I just wanted to deposit 8.00 to get 48.00 in which forced me to play the wager at which they insisted that there was no mistake if you get me saying this was normal and I said it was not my mistake for pick the bonus I asked for a reverse and they said there was no mistake made 2 or times by the chatime ask for there transcript as that will prove they are lying that's all I have to prove yours sincerely anthony

Have you played any games that were excluded from bonus play?

Have you received any transcripts of your communication with the casino yet?

Dear anthonyoflanagan72,

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.

Yes I unfortunately did play games not knowing of the restrictions that can be applied to any account and therefore the money was taken due to this and is actually theft in my book

Thank you very much, anthonyoflanagan72, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.

Hello, anthonyoflanagan72,

I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Boo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Boo Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello All,

We have investigated the player account and have found the below:

A Registration bonus was claimed on 2023-09-11to the value of 5 EUR

A Registration Bonus is added to player accounts upon verification of the email address.

This needs to be claimed by email, where the Terms and Conditions are listed.

After the Free Bonus was claimed, a confirmation email was sent to the player with the Terms and Conditions and Game Overview

https://www.boocasino.com/en/tnc/registration-complete-bonus

On 2023-09-11 a deposit of 8 EUR was made by the player as required to be eligible to submit a withdrawal request

In order to be eligible to submit a withdrawal request, the wager balance must be fully played and a deposit must be made to the account.

This is mentioned in the Registration bonus Terms and Conditions above:

You must complete the bonus wagering requirements before being able to request a withdrawal. The wagering requirement of this bonus is 60 times the bonus amount. (Please see "Non-Allowed Games" for list of non-allowed games).

The bonus is given for wagering purposes only, and will be removed from your account balance when you request a withdrawal.

A withdrawal request was submitted the same day for EUR 191.00

The withdrawal request was declined on 2023-09-12 for placing bets larger than 10% of the bonus amount.

Bets were placed to the value of 3.5 EUR, 2 EUR, 4 EUR, and 7.5 EUR

The Registration Bonus Terms and Conditions state the below:

4. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

As the bonus claimed was 5 EUR, the bet amount cannot be larger than 0.50 EUR (smaller than 4 EUR)

The Game History for the player has been sent to branislav.b@casino.guru as requested.

All players have access to their Game History in the Transaction History Section of their account.

For security reasons, the Game History can only be requested by the account owner by email.

This cannot be requested via Live Chat and cannot be sent by mail to a player’s residential address.

We have reviewed the Chat History of the player and have found the below:

The player was advised regarding Non Allowed games and the link was provided

The player closed the chat on the agent while checking the account regarding the same request in point 7

The player asked regarding point 7 and the agent advised wager balance must be completed to be eligible to submit a withdrawal request

The player closed the chat as the agent opened the chat

The player was advised the withdrawal request was under review and further updates would be provided via email from the Verifications Team

The player requested account information be sent to his residential address for his solicitor, the Support Agent advised this is not possible and to show the solicitor his account

The player asked regarding the deposit made and the Free Bonus claimed, claimed he made a mistake with the deposit, requested the wager be removed, and requested a refund when Support Agents advised the Wager cannot be removed and must be played.

We would like to refer to our Terms and Conditions regarding chat no 7 with our agent.

The player claimed he deposited with the bonus by accident and requested the wager balance to be removed.

As stated in the Registration Bonus Terms and Conditions:

If you received the bonus and prefer not to play with it, you may contact Customer Support to have the bonus removed. However, you must do this before placing a bet after the bonus was received. By placing a bet after receiving a bonus, you accept the bonus and any applicable conditions.

The Registration Bonus was claimed, and multiple rounds were played before a deposit was made.

The Registration Bonus was a Free Bonus claimed and not a Deposit Bonus

The Wager balance from the free bonus needed to be completed.

If the wager was removed, the winnings would have been removed as well, as the winnings were made from the Free Bonus money claimed.

Therefore our agents were advising the player correctly according to the Terms and Conditions of the Free Bonus claimed and active on the player’s account.

Please let us know if anything further is needed.

Best regards,

Boo Casino Representative

This information is accurate but untrue as the casino gave no option to me but play the games till I fulfilled the wager and then stole my winning stand this is what they did it covered the bUllapool of there terms by stating the account clearly was in a case of entrapment as idd had no option as even with the wager fulfilled thereally was no way idd ever received that money indefinitely this should be raised as fraud on this issue

In this case they tricredit me from start manipulate me at start saying deposit which I did then mislead there terms deliberately to make a wager when I asked for a no deposit bonus to be reversed and they insisted there was no mis take made at the start that this was normal practice to lure my money to a wager I had 40.00 then agreed 8.00 to withdraw and was subsequently forced to a wager that I did not agree leading the funds at risk of liability entitled them by there laws to conviscated and also steal the money this is a well known con to steal that's illegal cross the board of online gambling

Thank you, Boo Casino team, for your extensive and detailed reply, as well as your email and the data.

I replied to your email, and I requested additional details. I am waiting for your response via email.

Dear anthonyoflanagan72,

The casino claims above were confirmed by the provided data. There was a no-deposit bonus of 5 €. There were indeed winnings accumulated from this 5 €, reaching a balance of 40.65 €. From the moment of having those 40.65 € balance, your version of the following events does not match the provided data, and there are several things against you:

• The maximum cashout for the bonus used is 100 €, so you would not have been able to withdraw more than this amount anyway
• There was no deposit bonus activated with the deposit on your account - since there were wagering requirements (60x bonus amount) for the no-deposit bonus used, and those were not met at all before your deposit was made, it means you just continued playing with the initial winnings of 40 € (+ deposit of 8 €), where it was necessary to meet the wagering requirements (approximately another 200 € bets left to meet them); if the casino had removed the wagering requirements from these funds as you requested, that 40 € would have been removed too, and you would have had only your deposit there, which you would not have liked - therefore, it was not a mistake
• There is a difference between a game that does not contribute to the wagering requirements and a non-allowed or restricted game - in this case, they are described by the casino rules as non-allowed games
• Basically, your winnings of 40 € were not accumulated legitimately, as you claimed, because they were obtained with bets exceeding the maximum bet amount, and in addition, in "non-allowed games" (mostly at Roulette); the maximum bet amount rule was breached with already the second bet made with the no-deposit bonus, in American Roulette, and this trend continued also after the deposit was made
• The Game History from your disputed account indicates that you were fully aware of the rules

I asked the casino to provide me with additional details, and I am currently waiting for a response. In the meantime, and based on the above-stated, allow me to please ask you a few more questions to clarify the situation.

Provided that you at least received the same verification email as I did when I registered in the casino a while ago, which contains a highlighted link to the Registration Bonus Ts&Cs where all the rules are clearly stated, and it is impossible to log into a casino account without taking this step, why did you make the deposit of 8 € at all if the wagering requirements were not met? How did you imagine withdrawing your 40 + 8 € if the no-deposit bonus conditions were not met?

Can you please somehow explain what was the reason for making bets of higher amounts than allowed on "non-allowed games", but complying with the maximum bet amount while playing slots?

You mentioned that your deposit was returned to your account - what happened with that 8 €, please?

Based on the information from your last posts, the casino's claims are untrue, but you did not specify it at all. What exactly did the casino describe incorrectly, or what happened differently from what they wrote?

dear casino i know were your going with this my information is not accurate as regards amounts as i can remember exactly wether it was 40.00 0r 40.65 but yes i deposited initially as it says deposit in order to withdraw that balance i did i made a mistake of a bonus related deposit in which they said there was no mistake on numeruos of chats stating there was no mistake ask them they will probably lie thats what there good at i was then forced by the wager to play on in which i was not happy asking for the bonus to be withdrawn they didnt thats breaking terms there then insisted the wager against my agreeing in which i did not know correctly they can conviscate winnings in that regards always leaving my winnings theres from the start these are thieves and theres no point cursing they are wrong i won 150.00 on roulette and 40.00 elsewere they let me play whithout warning as they were happy to keep me playing knowing terms were broke arent they suppose to do something then which they dint knowing full right they could keep that money and get away with it there is something wrong if they can get away with that thats fraud i deposited 8.00 thinking i could get 40.65 and my 8.00 i disagreed the wager and asked to change the bonus to a no bonus they said there was no such thing as to con me to the wager i did not what yours sincerey anthony o f******n

Hello All,

We have sent the information as requested to branislav.b@casino.guru

If any further information is needed, please feel free to ask.

Best regards,

Boo Casino Representative

Thank you very much for your email and the additional data, Boo Casino team.

Dear anthonyoflanagan72,

Alright, let's repeat it again.

No one is going anywhere with that information. Basically, it really does not matter if you remember the exact amount. I only used it in my explanation because I saw it in the data provided. It is irrelevant to the case.

The important is that those 40 € did not appear in your account prior to making the deposit from nowhere. You received a registration no-deposit bonus (5 €) with clear rules. By breaking the rules, you managed to accumulate € 40. One of those rules says that you have to wager 60x the bonus amount (5 € x 60 = 300 €) in order to withdraw the winnings from it, which is limited by the same rules to a maximum cashout of 100 €. Another condition says that if you would like to withdraw the winnings from this bonus, you have to make a deposit, which was done. However, at that time, the wagering requirement of 60x the bonus amount was not met, and you had to wager approximately 200 € more to be able to withdraw the winnings. There were no new wagering requirements after making the deposit - the wagering amount you had to meet was the remaining wagering amount that was not met for the initial no-deposit bonus (the 40 € winnings won from it).

But you were even not entitled to the 40 € at all since you breached the maximum bet amount rule and played non-allowed games with the no-deposit bonus in question.

Is this explanation enough for you? Do you understand what happened?

In addition, if the 40 € was accumulated from the no-deposit bonus, you asked the casino to cancel the bonus in question (so to cancel the 40 € because nothing else besides your deposit and this 40 € was there), while the disputed winnings of 191 € were won thanks to these 40 € that you were not entitled to, and as you claimed, your deposit of 8 € was returned, the casino basically fulfilled your original request - canceling the bonus, which means only your deposit of 8 € was left in your account balance. So now I do not understand what is the issue here.

You claimed that you were informed that you have to make a deposit to withdraw the 40 € winnings. How did you get to the information that it is possible without meeting the 60x wagering requirement, please? The casino live chat did not provide you with such information and the Registration bonus rules are clear.

As for your last post - I am afraid you have not answered any of my questions at all.

So, look at my previous post, and provide me with the relevant answers.

Please note if you refuse to cooperate and fail to answer my questions sufficiently, or provide us with the same and irrelevant information, we will not be able to help you in resolving your issue, and I will be forced to think about complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you.

Dear anthonyoflanagan72,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested information will be needed.

Thank you very much, Boo Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru