Boo Casino - Player’s winnings have been cancelled.

I was playing for several days, I won a max win in a game and I played a lot, I fulfilled the rollover as it should, everything was fine because I am a player who has been in this for a long time ... the problem is that they denied me the withdrawal and they removed it from my funds .. ..they removed my balance they removed the points everything without an explanation or anything. Please I need help to make a formal complaint and solve my case and all the time lost

Send all the necessary documentation please help

Dear Tunember,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise which exact promotional offer you activated and played? Was your account successfully verified in the past?

Please forward your game history to petronela.k@casino.guru.

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

Best regards,

Petronelav

Use a deposit bonus...deposit 5000 and play with 15000

Rollover x55

Thank you, Tunember, for your reply and email. Could you please advise if you were informed about the specific rule that you breached while completing the bonus wagering? Ideally, please forward the original email to petronela.k@casino.guru. Looking forward to hearing from you.

I already sent the email t*****er@gmail.com

Player's additional comments:

Hello...I deposited with the following bonus...I never violated the terms and conditions. I always played under 4000 clp per play..I complied with the roolover thanks to a max win that gave me a slot...I asked in chat everything was Well I sent all my documentation ... everything was correct ... and I got a message saying that I violated the terms and conditions, they withdrew all the winnings plus the points, practically everything ... the cause being unjustified since I never violated the terms and conditions

..I am going through a serious psychological problem since I spent 2 days taking out the rollover with low bets I lost a lot of time ...you can verify that information ....I ask you please help me I am very bad for this situation ...you are scamming me boocasino they are abusing consumer rights and people's money I need your help urgently.. if possible I will go to television to ask for help I am psychologically ill I need you to help me withdraw my money ... I will do everything possible to make my case public in my country and reach out internationally so these things don't happen to anyone else

Use 150% bonus depositing 5000 and playing with 15000 rollover x55

Dear Tunember,

Please forward any relevant communication between you and the casino to petronela.k@casino.guru. Thank you in advance.

Hello... this casino doesn't give any support answers, it's disgusting... they give childish answers like that, as they told me, their winnings were annulled because it's the same as a soccer team having a goal annulled and not valid until later... ..and the chat or emails or anything was never available again...

I understand. Have you saved, by any chance, your game history, please? If not, could you request it from the casino directly and forward it to petronela.k@casino.guru? Thank you in advance.

The casino does not respond... they are confused, they are scammers... there are several who have claimed and none of them have received their money back...

Thank you very much, Tunember, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Tunember,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Boo Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been confiscated?

Thank you.

Best regards,

Tomas

I'm already bored of talking and repeating the same case... I sued Malta and also the local police. not pay taxes in my country.... your management is appreciated, you take

Hello all.

We've responded to the player with both the terms and conditions that were broken on their game play and also the game history to show where and when this happened.

There were bets made over the 10% allowed amount of the bonus cost and as such, the winnings were removed.

I've copied the specific terms here:

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

…..

4. Betting more than 4000 CLP per spin or 10% of the received bonus amount (the smaller of the two) on a slot 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 player was already sent this information, so should have it for you.

I never played more than 4,000 thousand per bet...don't be scoundrels, they have thousands of complaints, they are abusive towards clients, in the end that will affect their reputation...but the worst thing is that they are criminals because my account comes out to $0 ...finally, give me back my deposits so that they can clean up their image...although I already denounced them and also interviewed many clients of this casino and many people have the same problem...even if they asked me on my knees, I would be an affiliate of this casino....it is a shame, a dishonor....criminals should be imprisoned

Dear Boo Casino,

Could you please share the player's game log with me? I need evidence to see that the player has indeed breached the maximum allowed bet. You can send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello Tomas.

I've directly emailed the player's game history to you.

They are scoundrels I never played a bet higher than 4000

Dear Tunember,

I was provided with evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - the maximum bet amount during playing with the bonus. You have breached this rule multiple times and actually gained an unfair advantage. You are not entitled to any winnings obtained from the bonus.

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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

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

Best regards,

Tomas