Boo Casino - Player’s winnings have been confiscated.

Received a 2 euro no deposit bonus by email. Quickly won some money with low placed bets (5 and 10 cents). Was checking the amount of wagering i had left and noticed the wagering hadnt changed since last couple of spins (i was up already at 70 euro and decided to do a couple of spins at 50 cents). So looking at the terms it stated maximum bets of 10% of the bonus amount (2 euro) were only allowed.

So I assumed this was causing the wagering to not have changed. Changed bet to 0,20 cents and played on until i had wagerd the required amount of 60 times and my balance was well over a 100 euro.

Since the payout limit was set at 100 euro for this bonus i requested a withdrawal of the same amount. Ive spoken to a sales rep as well and he said i was all set to request the withdrawal , wagering was indeed completed and i could request a bank transfer. He said the only thing they might need from me is some verification (ID, adress) and i would be contacted by mail if this is the case.

To my surprise though i received an email a couple of hours later saying the withdrawal request had been denied due to violation of terms of the maximum bet amount being exceeded and the money ive wagered free was removed from my account.

Now they refuse to pay me anything.

I know ive overlooked it in their terms at first and it did say they could cancel my bonus money at any time when you violate the terms.

But really what kind of lame system are they running where i get no warning whatsoever about making a wrong bet. Normally at casinos you just dont wager on slots not allowed or bets to low or high.

But here they just let you play under the impression you still have a chance of getting paid and it took me like 2 hours to finally make this wager. Spoke with a service rep a couple of times in between as well. Heard nothing from him that anything would prevent me from getting paid my winnings. My wagering was progressing like normal even after ive placed those high bets that werent allowed.

So everything looked like i was still in the game.

I didnt even made a lot of invalid high bets, couldnt be more then a handful.

They could clearly see i wasnt trying to cheat my way to get bigger odds. Its just another example of how they use shady terms to avoid having to pay out any of their bonuses. I mean all it takes is 1 accidental wrongly set bet, which is a very common mistake to make when you enter a new slot, and youll not be getting any winnings u make from your bonus. And what pisses me off the most is they let you play on for hours without any notification your basically playing for f..ckall.

And thats really what pisses me off the most. But they dont care, their systems are probably intentional this way. Just another little trick to hand out bonuses with a very low risk of actually having to payout.

Dear Ferry,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Bonus T&Cs (https://www.boocasino.com/en/tnc/bonus-tnc), and I found the term:

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

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if software enforcement of maximum allowed bet is not possible, each case is judged individually.

Ferry, please could you forward me your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Ferry,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Ferry, thank you very much for your email. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I could do to support your case at this time if you placed a bet higher than allowed. 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. 

Unfortunately, after gathering all the necessary information we are rejecting this complaint as 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 and we will try our best to help.