The player from Brazil has been accused of breaching the maximum allowed bet. We were forced to reject this complaint because the player repeatedly breached the maximum allowed bet.
Boo Casino - Player's winnings have been confiscated.
Amount: 1,400 R$
Boo Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Boo Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good Morning.
I made a withdrawal request in the amount of BRL 1,400.00 and received the following response:
"On reviewing your withdrawal request, we see that multiple bets have been placed in excess of 10% of the bonus credited to your account. As per the Bonus Terms and Conditions, this is not allowed.
Therefore, we cancel your withdrawal request and void the winnings.
We apologize for any inconvenience and disappointment and invite you to continue playing on our website.
If you have any questions, please reply to this email or contact our customer support via live chat on our website."
It turns out that my Bonus balance was BRL 13.50, that is, 10% of that balance is BRL 1.35. If you check the betting history, only a few bets were above this value of R$ 1.35 and did not contribute to increasing my real balance, in fact it only reduced my previous winnings. On January 02, 2023 at 23:20 in Brazil time (03/0123 01:02 time in the history of the site), I had a win in the amount of R$ 1,915.22 in the game "Gates of Olympus" and I continued playing and it was the from that gain I had some bets over R$ 1.35 where my real balance only decreased.
I think it is unfair to receive this response and even more so the attitude of nullifying the gains honestly achieved within the platform.
I would like my betting history to be analyzed again and my money returned.
Thanks.
Automatic translation:
Public
Public
2 years ago
Dear TanSaluceste,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
"4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"
Our position is 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 you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hi Kristina, how are you?
As I informed when opening the complaint, I had some bets a little above 10% but these bets did not contribute to the increase as explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max- bets where he says: " Without the maximum bet rule, bonus abusers could get a bonus from a casino and try to multiply it quickly by making big bets.". On the contrary, the bets I made only reduced the amounts I had won at Boo Casino as you can see in the attached images.
The bets after winning were R$ 1.60 in some matches they did not exceed 12% of the Bonus value, by the value you can see that it was not something dishonest and/or to take advantage of Boo Casino. All other bets went below that amount.
On January 3rd, I contacted the live chat (attached) asking about the withdrawal and the attendant informed that I could request the withdrawal at any time even without the deposit, I informed that it was not possible because the system requested a deposit for that and after confirming that I would be able to withdraw, I made a deposit of R$ 25.00 precisely to carry out the withdrawal that was previously confirmed with the Boo Casino attendant.
I got to know Boo Casino playing these free spins and I liked the platform, I just think the company should check with the gaming provider for more detailed betting details and I'm sure they didn't find any abuse attempts.
Boo Casino should value the player more of their platform.
Awaiting return.
Thanks.
Automatic translation:
Public
Public
2 years ago
Thank you very much for your reply, TanSaluceste. In order to judge your case fairly, I will need to see the whole game history starting from the moment you activated the bonus. Could you please forward it to my email address? If possible, a PDF document or excel sheet would be preferred. Thank you for your cooperation.
Public
Public
2 years ago
Translation
Hi Kristina.
I contacted Boo Casino Chat and they don't have the option to download the Bet History (image attached). Faced with the resistance of Boo Casino to release this information, I decided to gather this information by entering each of the bets and created a spreadsheet with all the betting information since the beginning of my activities within the platform. I'm forwarding this worksheet to your email because I can't attach it here.
Awaiting return.
Thanks
Automatic translation:
Public
Public
2 years ago
I am sorry, but if you repeatedly breached the maximum allowed bet, we are not able to proceed with this case. I understand your frustration and of course, 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 can do to support your case at this time. 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.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
