Boo Casino - Player's withdrawal request was rejected.

Hello, Casino Guro team, I hope you're doing well. I'd like to express my immense dissatisfaction with this betting house https://www.boocasino.com

I received an email to deposit 50 BRL and get a bonus of 75% and a few free spins. I had to meet a very high crucial rollover requirement, and managed to make 660.00 BRL. I requested a withdrawal of 660.00 BRL on 13/01/2024 and today 15/01/2024 my withdrawal has been rejected. Even though I played by the rules where the maximum bet allowed was 10% of the bonus value, I staked a maximum of 2.50 BRL. I can't get through to the chat support. I've practically wasted a day playing just for these thieves to steal all my balance.

Dear Aneoiteiro,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Boo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why your withdrawal was rejected? Has it something to do with the maximum bet?

Could you please confirm if you passed the full KYC verification?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Dear Aneoiteiro,

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.

Hello good morning Veronika, I'm sorry for the delay in responding. I managed to speak to their support, and the answer I got was that I broke the casino's rules because I bet R$2.50. The maximum amount I could bet was R$1.00. I had read the terms and it said 10% which was the maximum of the bet amount, I thought I could bet up to 5 BRL because I deposited 50 BRL, but she told me it was 10% of the bonus I won, and in the terms There's nothing about them saying it's 10% of the bonuses. The term is confusing.

I have already requested self-exclusion from this Casino, and I had also completed the KYC verification. The casino also takes a long time to pay out it takes up to 3 days. I had already made a withdrawal of 100 BRL well before. And I don't recommend this casino.

Could you please forward me the email with the bonus offer you received? Also, please send me the communication between you and customer support regarding your breach of the maximum bet to veronika.l@casino.guru.

Good morning dear Veronika, sent successfully and thank you.

Thank you for the screenshots. However, would it be possible to forward me the entire email with the bonus offer?

Sent with success.

Thank you for the email. In the footer of the message with the bonus offer, there is a link redirecting you to the Terms and Conditions of this particular bonus, and there are the following rules:

The following betting activities are not permitted until the bonus wagering requirements are met:

1. Using bonus funds to purely progress through the bonus stages of games.

2. Equal, zero or lower margin bets

3. Bets on non-slot games such as table or card games

4. Betting more than €4.00 per spin or 10% of the bonus amount received (the smaller of the two)

5. Betting on disallowed games (Check out " Disallowed Games " to see the list of disallowed games)

6. Using the 'purchase feature' function or Buy Pass on a game

If, ​​when we analyze your betting activities, you are found to have performed one of the above actions, your winnings will be removed.

Our position is closely explained in Fair Gambling Codex. 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. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well.

Dear Aneoiteiro,

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.