Boo Casino - Player's winnings have been confiscated.

It's not fair that you rejected my withdrawal and nullified my winnings. I should have scrutinized the casino more closely. Judging by the customer feedback, such underhand tactics are quite normal for you. First, you discredit my withdrawal, then on top of that, you nullify the winnings that rightfully belong to me! When I made a withdrawal request, the account displayed the remaining bonus amount, which I lost during that process. But what's entirely unfair is that you took all my winnings!

However, I didn't stay silent. I wrote a review about your casino and stated emphatically that it is ABSOLUTELY NOT WORTH PLAYING at your establishment. You're happy to take the money but quick to invalidate the winnings when players try to collect their winnings. Even the email that your customer service representative provided doesn't function!

Dear vilkmanmarika,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did the casino inform you about winnings confiscation, please?
• Which bonus was activated on your casino account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

This was the answer I got, I played with the lowest stakes all night and in the morning when I had a little of my own money left, there was already my own money and bonus money and a bug game, where did I go with my own money, I bought €20 free spin rounds and I got the winnings with them, but the money was often rolled with the smallest stakes possible 0.10 cent 0.20 with bets for many hours!

If the wagering of the bonus wasn't yet complete and you won with a bet that exceeded the max bet set by casino rules there is nothing we can do.

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 tomas@casino.guru

You can usually request a game history in a table format from a specific period from casino support.

Dear vilkmanmarika,

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 player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.