Boo Casino - Player's winnings have been confiscated.

A month has passed since the unjustified confiscation of funds (about 2500e) by boocasino.

Despite the assurances, I did not get any justification or any answer, despite the fact that in the casino regulations the maximum time to answer is 10 days> Despite the assurances of live chat, I also did not get any answer

Sends a screen of the e-mail correspondence

at number 1, a message from boo casino about the confiscation of funds (no details, at least what slot it is about)

No. 2 - my explanation of why I disagree with the casino's decision

No. 3 April 14 e-mail about the acceptance of the complaint

No. 4. My request for details of the decision - also no answer

I will add that I have VIP status at this casino - While playing with bonuses I have not played any games with the function collects or any slot from the list of prohibited slots in this casino, I have played the same number of times in the entire grean father network and I have never had any problems with the payment, although they were smaller amounts - when I won a larger win, the casino simply decided to rob me of this money under the pretext of breaking the rules - apart from the fact that the bonus I used is no-sticky, (the bonus balance starts below the amount of 200e from the time of the deposit)

As you can see in history, I did not use this balance for any illegal practices and games, so I do not receive any response, which proves once again about the dishonest intentions all Green Feather Online Limited, because it is even a pity to mention about such practices as lowering the value of spins in promotions at this point (visible on the last screenshots)

Dear ciawaros33,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and clarify which bonus you played with? Please, post here the link with your next reply.

Could you tell me if you are able to reach your game history? If yes, please forward it to kristina.s@casino.guru.

Additionally, if there is any other relevant communication between you and the casino, please forward it to the email address mentioned above, or alternatively, post it here.

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

Best regards,

Kristina

Thank you Kristina for the quick reply

here is the link to the promotion

https://www.boocasino.com/en/promotions/sunday-special

First of all, so far I do not know which slots it is about, I played many slots that day both using this promotion and later playing with the deposit (10e) which increased to the amount of 2500e and from it I ordered a payout that was canceled.

So far, despite the boo casino's request, it has not been explained what the reason for the confiscation is.

I have access to history, but its functions are very limited

If the boo casino informs you which slot it is about, you can determine whether you have used both the bonus and the real balance,

Full access to history can show the boo casino

I have no news from the casino other than those that do

 previously presented on the screens

this is the history view I have access to

Thank you very much ciawaros33 for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thx Kristina and czesc Jozef🙂

I also wanted to show how playing forbidden slots with bonus funds looks like in boo casino.

I get this message and only realbalance is available in the game,

you can see it on an example of a slot with a collecting function - "vampire the masquerade"

Since the rest of the slots are available to play as bonus funds, why does the casino consider playing in these slots illegal and confiscating the funds?

Czesc ciawaros33. 🙂

Since the rest of the slots are available to play as bonus funds, why does the casino consider playing in these slots illegal and confiscating the funds?

There are certain games that provide player with higher chance to be profitable with the bonus amount, and every casino has a right to limit them. As far as they block these games by the software (while the bonus is active) or you receive some kind of pop up window as it is on your screenshot, we consider it acceptable.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear ciawaros33.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Casino Guru,

After investigation, we have found that ciawaros33 has been using the bonuses in order to take advantage of the progression feature in 2 of the games:

Diamond Blitz

5 Families

Doing that is prohibited according to our Bonus T&C's / https://www.boocasino.com/en/tnc/free-bonus:

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

6. 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.

Some examples of it can be seen here:

ciawaros33 has been playing with us for a while and has claimed bonuses that amount to more then 100% of his deposits, therefore by that point he was well aware of our Bonus Terms and Conditions.

We have tried reaching out to the player to try to resolve the matter, as we value him as a player, but he has not responded to our email.

Regards,

Boo Casino

Hi ciawaros33,

please, could you confirm the casino statement? I recommend you to react to their email since their motivation to honour you is obvious.

Casino guru, what can I answer if a casino in a public forum gives incorrect information

1, let's start with the less important ones

..: We tried to contact the player to try to resolve the matter as we value him as a player but he did not reply to our email. "

I have not received any messages, despite several e-mails regarding my slot case for which I am responsible

The last email from the boo casino is on April 14, which says the check has been forwarded to the complaints department

2. None of the slots mentioned are on the list of prohibited games, none of these slots have been activated for the bonus round feature,

No purchase bonus features were purchased at any time.

boo casyno presents screenshots of the diamond bitz game, yes i played this game even though it is not on the banned games list but using real balance - if boo casino doesn't understand the bonus terms it knows - let them know the shop

The 3 boocasino actions - which I recommended earlier - go in one direction - grabbing players' money

I know something about it because it is moderated by the largest Polish casino group on Fb with 13,000 users

 regardless of the consequences -

 it can be seen on the list of pairs of payouts (at the moment only jeton remained for Polish players), despite the fact that a few months ago you could freely pay with skrill, neteller, paysafecard, much better - or with revoult cards

you see, these operators have no intention of continuing to cooperate with the questionable casino.

about such little things as the value of free spins on the promotion market, not to mention

boocasino - can you refer to my screenshots regarding spin values? are higher to look at I won't repeat myself, I'm listening !!

 I know that I will not regain the balance, but I am surprised that such a creature works under the MGA license

Most of the screenshots regarding my answer I pasted before, at this point I have no possibility to make new ones - but if the Casino Guru, which of the topics was needed to illustrate with the screenshots, I would like to send

Hello CasinoGuru and Lukasz,

As stated before, the player's winnings were voided due to breaching this rule:

6. 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.

As in the screenshots we attached, we could see such gameplay.

However, to honor the player, we emailed him trying to resolve the matter on 23.06, but never received an answer.

We urge the player to check his spam folder and see if may it went in there.

Or alternatively, he can always contact our Live Chat.

Regards,

Boo Casino

Hi ciawaros33,

could you try to check your spam folder? Before I close this case, I would still give it a chance.

Dear ciawaros33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

boo casino showed screenshots of biamondblitz which were played with real balance, not bonus balance, if it was otherwise, please provide proof. THIS IS THE THIRD TIME HE'S WRITTEN THIS.

Please show the screen of the message sent on 23.06. There was no such message.

I tried to contact live, I was assured of a response within 24 hours, which of course I did not receive, unfortunately I do not have a screen of this conversation, maybe boo casino will make available my list of conversations with live chat from 10 April, which I doubt of course

Why does boocasino turn back to the slots that are not on the list of banned games? or why these games are not there?

https://www.boocasino.com/en/tnc/non-allowed-games

Please exit the concept "'feature buy' or Buy Pass function within a game

Please respond specifically to my questions and not repeat the same rules

Dear Boo Casino team.

I highly appreciate your cooperation in this case. May I kindly ask you to try to contact the player one more time and just put me into cc.?

Hi Jozef,

We will gladly do that, as we value each and every player.

However, I'm afraid I cannot reply to the players questions in his last message, seeing as some of them had already been answered and some of them I do not understand.

Perhaps the player can make himself clearer over email.

Seeing as Lukasz said he didn't get our previous email and never answered it, I will simply repeat it, as that offer still stands.

Regards,

Boo Casino

Hi ciawaros33,

could you react, please? I highly recommend you be open to a discussion with the casino team.

Dear ciawaros33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

It is difficult for me to undertake some substantive conversation, since the representative of Boocasino is not able to indicate the screen with the sent e-mail, he showed the screen from the diamondblitz slot without even explaining what we see on it - what balance was used and other important data that are key to the dispute.

Józef ,what is your opinion on this dispute? maybe you have any questions for me or boocasino,?

Hello there,

Dear ciawaros33,

I did not comment since I believed that it can be solved in both sides favour without me interfering. I agree with you that from the casino's explanation and evidence, it is still not fully clear how have you breached this condition. Furthermore, I have tested the games myself, maybe I have missed something, but both games do not offer any of 'feature buy' or Buy Pass' functions.

Dear Boo Casino team.

May I kindly ask you to provide us with a full explanation of how the player breached the above-mentioned condition?

Hello Casino Guru and Ciawaros33,

We have contacted the game provider once again, to ask for these bets in a format that allows to see that these were in fact feature buy spins.

Please allow us for some time to get an answer.

Regards,

Boo Casino.

Dear Boo Casino team,

thank you for your cooperation, I am extending the timer by 7 days.

Hello Casino Guru and Ciawaros33,

We have tried to contact our game provider for the details of the bets. Unfortunately we were not able to get them due to the time passed.

We will pay out the full amount of the withdrawal to the player, as a good will gesture on our part.

I have already informed our financial team and they are on it.

Our verification team will request any KYC necessary from the player to complete the transaction.

Regards,

Boo Casino

Dear Boo Casino team,

thank you very much for your great approach.

Dear  Ciawaros33,

please, could you confirm when you receive the amount, so I can close the case?

I get money today 🙂 thx

and emai from Boocasino 😛

Dear ciawaros33,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef