The player from Germany has been accused of breaching bonus T&Cs and his winnings have been confiscated. After a closer examination, we rejected this complaint as unjustified.
Boo Casino - Player’s winnings from bonus play have been forfeited.
Amount: €2,300
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
4 years ago
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4 years ago
Translation
Hi there. I deposited € 100 and received € 100 bonus money. My first choice of slot was a sign / Sparta slot. When I selected it, I received the message that I can only play this game with real money and not with bonus money. With a stake of € 2.5 per spin, I won free spins and won a total of over € 4200. Then I changed the slot and continued playing in the huge selection of the casino.
After 3-4 hours and several slot changes and a high turnover, the button in the customer area jumped around that the turnover conditions for the bonuses of € 100 were fulfilled and can now be withdrawn.
So I ordered € 2300 to pay out.
(Loss of € 2000 after winning)
Then an email came that my payment was stopped and all the money was canceled because I violated the terms and conditions.
The casino rates the different slots differently in their bonus terms. That may be ok, but the customer / player has to check this independently for each slot in a list hidden behind several hurdles. In my opinion, this is done consciously so that the customer does not receive any winnings for payment. I've been playing on different platforms for years and I've never seen anything like it.
Instead of designing customer-friendly technical solutions for these terms and conditions, the casino deliberately lets its players hang here.
The chat service will only swarm you with terms and conditions without finding solutions. This has already happened to several players.
If you have any questions, please do not hesitate to contact me.
Automatic translation:
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4 years ago
Dear Toni,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact rule has been breached, according to casino? I have checked the terms and conditions, together with the wagering requirements on the website and I found a list of restricted games for the bonus play. I have to say, even though the list is quite long, if the casino shares all the relevant information on their website, there is not much we can do to support this case.
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. I will be waiting for your reply patiently. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
- here's the catch.
this casino has terms and conditions and that's the way it should be. Nevertheless, these are kept very hidden.
1. You win something and then you are not allowed to play some slots. Hi there?? Does that mean that some slots can be manipulated by the provider of the casino platform and some are not?
It would be customer-friendly that the slots that may not be played do not appear in the selection at all. - Some or many platforms clearly show this under payout and you don't have to pay attention to which slots are allowed. Something like that happens automatically
- Instead of the platform refusing to pay you out and looking for common solutions, the money is taken from you. Point.
I've been playing for years and have never seen anything like it. I am currently warning all my friends to play there if no solution is found.
Thank you
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4 years ago
Translation
And something else. Bonus terms or not.
With Allen's platforms that I know, you have to convert the bonus amount twice. only possible here with selected slots? The profit was on a SLot that did not fall under the bonus conditions. Then was money withdrawn from me that I had won from my deposited net?
Say the profit did not come from the bonus money ........
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4 years ago
Dear Toni,
Thank you very much for your quick reply. I contacted the casino regarding your issue. Hopefully, we will receive a response soon.
@ Boo Casino, please, could you shed some light on this case? Thank you very much in advance for your reply.
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4 years ago
We would like to ask the Boo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
Hello,
Apologies for the delay in getting a response over to you.
I would first of all like to provide you with screenshots of the Terms and Conditions and wagering contributions which would have been relevant for the player at the time of play. For reference, the player made a 100 EUR deposit to claim our 'Welcome Package' promotion which offered a deposit match of 100% and 50 free spins on 'Fruit-Zen'
According to the Terms and Conditions which the player agrees too upon taking the bonus:
The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:
- Equal, zero or low margin betting
- Switching from a low wagering contribution game or category to a higher wagering contribution game or category. (Please see Wagering Contributions.)
- Betting on a non-slots game, such as a table or card game
- Betting more than € 5 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game
- Betting on non-allowed games (Please see Wagering Contributions.)
- Using a ‘feature buy’ or Buy Pass function within a game.
If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed
The General Terms and Conditions apply.
Direct links to the Terms and Conditions are provided during the deposit phase (see attached photo labeled 'Deposit Page') as well as being readily accessible from our homepage along with a link to the Wagering Contributions (see attached photo labeled 'Homepage').
After reviewing the players game history we found that upon receiving the welcome bonus he began to play '300 Shields Extreme' which is listed in the non-allowed section on the screenshot provided. Moving forward, you can see that the player did switch from playing 'Book of Gold Classic' (this being a 10% wagering game) to 'Book of Gold Symbol Choice' (this being a 100% contribution game).
Taking the above into consideration, we find that the player broke two of the wagering activities listed above (this being playing non-allowed games and switching from a low wagering to a high wagering contribution game). Therefore, due to breaches in the terms and conditions, we canceled the players withdrawal and removed any winnings. However, the players full deposit of €100 was returned to his casino account.
If you need any further information, just let me know
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4 years ago
Dear Toni,
I’m sure you checked the casino’s reply. Casino has sent us your game history, which unfortunately shows, that you were playing restricted games. Sadly, I have to say that if the casino shares all the relevant information on its website and none of the important rules are hidden, there is not much I can do for you in this matter. I understand that it would be easier for the players if the games which are not permitted during the bonus play were blocked completely, but, unfortunately, that is not a common practice. Please understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case. Please let me know, if there is anything else, I could do for you. Otherwise, I will be forced to reject your complaint as unjustified. Thank you for your understanding.
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4 years ago
Translation
Hello Petronela,
thank you for your efforts. These nasty and abstract terms and conditions are mesh to pull money out of the players' pockets.
All of this leads to the suspicion that various slots can be influenced in a targeted manner since they are rated differently than others. I would really like to go public (Bild Zeitung Germany currently reports on online casinos every day) if I was bored.
And if this trick doesn't work in the end, the operators open a new platform under a new name.
These terms and conditions are neither players nor customer-friendly. And I will tell that to my friends and friends.
@Boo Casino.
Where does it say that if I accept a bonus from you, I have to gamble away this amount first? Why can't I play with my real money? With 300 shields comes the message that you can only play with real money. And that's okay for me as a player if I then put the bonus money in other slots ........
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4 years ago
Dear Toni,
I’m very sorry, but if a game is listed between the restricted ones, it can’t be played during the bonus wagering as the bonus is always active. I understand that it would be easier for the players if the games which are not permitted during the bonus play were blocked completely, but, unfortunately, that is not a common practice. Please understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case. Please let me know, if there is anything else, I could do for, otherwise, I will be forced to reject your complaint as unjustified. Thank you for your understanding.
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4 years ago
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.
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4 years ago
Translation
Close this process. Bring nothing anyway
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4 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
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