The player from Peru had used free spins at the Boo Casino, won, and made the required deposit. After meeting all of the playing requirements, he had requested a withdrawal of s/700.00 which was denied without clear violation from the player’s side. All his winnings had been confiscated, leaving only the initial deposit. We had attempted to investigate the issue by asking the player for more details and evidence. However, due to the lack of response from the player, we were unable to proceed with the investigation and had to reject the complaint.
Boo Casino - Player's withdrawal denied and winnings confiscated.
Amount: 700 S/.
Boo Casino
Safety Index:LowSafety Index
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4.9
Boo Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good afternoon,
I need your help to report the casino BOOCASINO.
They provided me with 5 free spins on a game which I played and earned some winnings.
When I tried to withdraw my winnings, they asked me to make a minimum deposit of s/40.00, which I proceeded to do.
I then tried to withdraw again, only to discover that they now required me to play a certain amount before I could make a withdrawal.
I continued playing various games in the casino, continued winning, and finally met the playing requirement for withdrawal.
I went to the withdrawal option and successfully completed the process, entered all the necessary data, and waited for the deposit. Everything seemed fine; they even sent an email regarding the withdrawal and the waiting period.
Today, I received an email from the casino stating that the deposit was denied due to violation of rules. As mentioned above, I followed all of their procedures to withdraw my winnings.
They also informed me that all my winnings were being removed, and they were only allowing me to keep my initial deposit.
I am wondering why they accepted my withdrawal and allowed me to meet their requirements, which were clearly stated on the casino's website, only to deny my request.
At no point was I blocked from withdrawing the money or informed of any other requirements.
I am deeply disappointed by the way this casino operates, as it seems they are exploiting the time players invest in their platform and seizing their winnings unreasonably.
It's highly unprofessional for a casino to toy with the hopes of players in this way.
I have attached the following pictures:
1 - Deposit of s/40.00
2 - Requested a withdrawal of s/700.00 and the confirmation from boocasino.
3 - Response from boocasino - taking away all the winnings.
I hope you can assist me with this matter.
Automatic translation:
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1 year ago
Dear diegor428,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you redeemed any free bonuses from this casino in the past?
- Have you been informed which exact rule has been breached and why your winnings were voided?
If there’s any relevant communication, please forward it 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,
Petronela
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1 year ago
Translation
I entered to play because they gave me 5 free spins of which I was winning up to a certain amount and then I carried out the withdrawal procedure which told me to meet 2 requirements.
1- Make a deposit
2- Playing a certain number of times reaches the amount indicated.
3 - I was now able to make the withdrawal.
4 - they allege that the following.
Dear Diego Rodríguez,
Upon reviewing your withdrawal request, we see that a number of bets were placed greater than 10% of the bonus credited to your account. According to 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 site.
If you have any questions, please reply to this email or contact our customer service via live chat on our site.
I believe that you will see your requirements met when you start playing and another that this entire gaming process and the winnings will happen in a few hours. Not to say that they were after days that I requested a withdrawal.
The truth is that I feel very uncomfortable that this type of inconvenience happens and its filters or rules are not reflected in the same game as they ask you for the requirements to make a withdrawal.
I am attaching proof of the profits I was making at the casino.
Thank you, I hope you can help me and that something similar happens to other people.
Automatic translation:
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1 year ago
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
- Could you please advise how much were your winnings from Free Spins?
- After accumulating certain winnings from Free Spins, you had to wager this amount, is that correct?
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1 year ago
Dear diegor428,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
