Boo Casino - Player's winnings from free spins cancelled due to betting limits.

Good day

A few months ago I received free spin from Boo Casino and managed to win R700 which was successfully deposited into my account after I requested a withdrawal.So in the early hours of 21/11/2023 I won using free spin and requested a withdrawal

I just received an email from Boo

On review of your withdrawal request, we see that a number of bets were placed that were greater than 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

We have therefore cancelled your withdrawal request, and voided the winnings.

We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

Should you have any questions please reply to this email or contact our customer support via live chat on our site."

It doesn’t make sense because last time I used their free spins exactly the way I used them now yet this time they have rejected my withdrawal.

Dear Masego15,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

4. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

5. 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.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Can you provide details on the specific bonus you activated and utilized?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Masego15,

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.

Unfortunately, the provided link doesn't work. Please request your game history from the casino and forward it to petronela.k@casino.guru at your earliest convenience. Thank you.

Dear Masego15,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.