The player from Germany has been accused of breaching bonus T&Cs and his winnings have been confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
Boo Casino - Player’s winnings from bonus play have been cancelled.
Amount: €5,000
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
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I've been playing at many casinos for years. At first, I did not pay attention to the license. After some problems with the payout, I have been playing MGA casinos for two years now. Lured by bonuses, I am always ready to sign up for new casinos. So also with BOOCASINO
I have with my money + bonus (deposit 50 euros + 150% bonus) earned a profit of 5000 euros. I mainly played Immortal Romance with 3 Euro bet.
After the win, I had a strange feeling, because the verification of my account was very strange. I know these processes and Boocasino has made it really complicated. Allegedly, I have always been sent emails, which should ask me to submit documents. However, I never received them (not even in spam). Strangely, all the others arrived for example advertising emails. Only through the chat I was able to verify the account. I was very skeptical. In the terms and conditions was that the profit expires, if not within a period, the account has been verified. That's why I put pressure on the employee in the chat so I get a verification. In the saved chat history, I have the promise of verification.
Ultimately, I was struck my profit because I allegedly violated the stakes against the terms and conditions. This is not the case. I can and must speak of fraud here. I have already contacted the MGA and asked for help.
It does not make sense that you classify Boocasino as serious! The opposite is unfortunately the case. I think it's blatant that son can happen an incident with a MGA license. So far, I had full confidence in MGA licensed casinos.
Best regards
Thomas.Hirsing@gmx.de
Automatic translation:
Public
Public
4 years ago
Dear Thomas,
Thank you very much for submitting your complaint through our website. I’m very sorry to hear that you didn’t manage to withdraw any of the winnings that you have accumulated during the bonus play. I checked the General Bonus T&Cs (section Wagering Contributions), and this is what I found:
· Non-allowed games, including "Immortal Romance".
So, it seems you played a restricted game and have, in fact, broken the Bonus T&Cs. I understand that you would prefer if the casino didn’t allow you to play one of the restricted games, but, unfortunately, this is not a common practice. You were not stopped or blocked when you have decided to try your luck on the Immortal Romance.
Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. If you could specify for me which bonus did you play, and send me a link, that would help me to double-check all the relevant T&Cs. Or, could you forward me any relevant communication between you and the casino regarding this issue? Thank you very much in advance.
Best regards,
Petronela
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