Boo Casino - Player's withdrawal was canceled.

i had a promo and I reached the max cash out. So cashed out and asked manager if he can fix so the 500 is real and play as if I deposited it with no max cash out cause I couldn’t win any more money. The guy played with my msgs and canceled my withdraw and I have many more pictures.

Dear Tysonator66,

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

I am afraid that if you claimed a bonus in the casino, bonus terms and conditions apply to you including the win limit from a bonus. This is mentioned in the casino terms and conditions https://www.boocasino.com/en/tnc:

Unless otherwise stated, our bonuses and promotions include maximum payout conditions. Where such a maximum payout applies, we will apply the maximum at the time of processing your withdrawal request. Any additional funds will be voided. You may check the maximum payout amounts on the Withdrawal Limits page.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Circumventing a max cashout limit imposed by the casinos is not something we can help you with.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

I understand that part but I told him to only cancel my cash out if he can make that 500 have no max cash out limit which I have on my screen shot he canceled it trying to make me risk my money for no reason

And now they blocked me when I never asked to be blocked lol

Tysonator66,

Could you explain whether the casino withheld any balance on your account prior to account closure?

I am not sure if I understood whether you received your winnings of 500 CAD or not. Could you please explain what happened to your winnings?

Dear Tysonator66,

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.

The agent canceled my withdrawal without my approval of the way I wanted it

Thank you very much, Tysonator66, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Tysonator66,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Boo Casino to the conversation to participate in the resolution of this complaint.

I was basically tried to be tricked into losing my maximum cash out for no reason and then also delayed my cashout for no reason. I believe that agents usually try to help and guide their customers… I will try to find u the whole conversation

12:16:05]Leo: Hello my name is Leo, how may I help you?[12:16:27]Tyson: Hey Leo[12:16:32]Tyson: so question[12:17:12]Tyson: am I allowed to cancel my withdrawal keep 100 and cashout 400?[12:17:25]Tyson: Or that 100 will count as part of the 500 max[12:17:40]Leo: one moment to check your account[12:18:45]Leo: yes you are allowed to cancel cash out 400 and keep 100[12:19:09]Tyson: that 100 will count as no max cash out money?[12:19:35]Leo: yes[12:19:57]Tyson: Okay perfect[12:20:03]Tyson: why didn’t anyone tell me this yst[12:20:07]Tyson: Lol[12:20:40]Leo: have you not read the general terms and conditions of the casino ?[12:20:50]Tyson: Yes I haveb[12:20:52]Tyson: have[12:20:54]Tyson: I won[12:21:04]Tyson: my max cashout is 500[12:21:17]Tyson: so I’m not gonna play more so I cashed out[12:21:45]Leo: why not consider to make a deposit and i will make a great deal for you now[12:21:58]Tyson: I cannot I have zero money left[12:22:09]Tyson: I can’t play the money I won I don’t understand[12:22:25]Leo: Is there anything else I can help you with today?[12:22:30]Tyson: yes[12:22:40]Tyson: U can give me a bonus at least pls[12:22:48]Tyson: since I can’t do anything else for the money[12:22:50]Tyson: moment[12:23:30]Tyson: Made some deposits[12:24:20]Leo: from the look of your account you are having a pending withdrawal and we cannot add bonus until your withdrawal is processed[12:24:44]Tyson: I just lose every angle lol[12:25:04]Tyson: What can I do to play right now without making a deposit[12:26:37]Leo: you have to make a deposit to play right now[12:27:04]Tyson: This is not right[12:27:12]Tyson: alright then can’t do nothing[12:27:19]Tyson: how long does this usually take?![12:27:33]Tyson: the withdrawal[12:29:31]Leo: the withdrawal you mean?[12:29:41]Tyson: Yes[12:30:28]Leo: We aim to process all withdrawal requests within 3 to 5 working days.[12:30:44]Tyson: Is it ever earlier?[12:33:38]Tyson: Since I’m platinum[12:34:08]Leo: as a VIP player we will consider your withdrawal to be on a fast track[12:34:31]Tyson: Yes[12:34:42]Tyson: but is it ever faster than 3 days[12:37:30]Leo: within could be today[12:37:55]Tyson: Ok thanks[12:37:58]Leo: so keep patient and your will be consider for a fast track withdrawal #[12:38:48]Tyson: and ur not able to cancel it n leave it for me as real money?[12:39:31]Leo: do you want your withdrawal to be canceled[12:39:33]Leo: ?[12:39:55]Tyson: if I can use it as real money yes[12:40:22]Leo: can you confirm it canceled ?[12:40:39]Tyson: if I have no max cash out I would do it[12:41:58]Leo: do you want to cancel you withdrawal TYson?[12:42:37]Tyson: Yes if it counts as real money and I can cash out as much as I want with it[12:42:39]Tyson: yes[12:42:50]Tyson: if I can’t cash out more than 500 why would I[12:43:19]Tyson: I used a promo that’s why I cashed it outb[12:43:24]Tyson: i cannot win more[12:43:49]Leo: your withdrawal is cancelled[12:43:52]Leo: Is there anything else I can help you with today?[12:44:06]Tyson: Ok so I have no max cash out now right[12:44:40]Tyson: U still never answered me clearly[12:46:01]Leo: the max cashout is 500[12:46:22]Tyson: Why would i cancel it if I can’t win more?[12:46:39]Tyson: i said if it has no max limit of winning yes I would cancel it[12:47:05]Tyson: I said that very clearly[12:48:15]Leo: did you want you withdrawal cancel or be processed[12:48:51]Tyson: If I have no restrictions on that 500 I would continue playing[12:49:13]Tyson: why would I want to play if there is no possible way to make any more money? Like common Leo[12:49:45]Tyson: If I can use it as real money then sure I would[12:49:49]Leo: you can play it now its cancelled[12:49:59]Tyson: yea I know I can play it[12:50:14]Tyson: but if I can’t make any more money than that I already have. Why would I risk it?[12:51:11]Leo: well that make sense but you have to know that if you would make a deposit without promo you can withdraw as much as you win[12:51:52]Tyson: Yes but I used a promo. That’s why I have to cash out 500. I cannot win anymore[12:52:01]Tyson: I lost about 5800 cause of that[12:52:17]Tyson: I said it clearly in my msgs before u canceled it[12:52:40]Leo: okay i will advice you to make a deposit without promo is more profit when you have a win[12:52:50]Tyson: yes I will the next time[12:52:59]Tyson: but now what do I do with this 500?[12:53:04]Tyson: I cannot win more?[12:53:23]Leo: what do you think is best to make with it?[12:53:34]Tyson: ???[12:53:55]Tyson: The max is 500 no? Why would I risk it if I can’t make a dollar more?

[12:54:27]Tyson: I want to take that money. And play it as it’s my deposit without a bonus[12:54:44]Tyson: cause technically, that is what it is[12:55:19]Tyson: I’m just saving the time of it being pending and going to my account.[12:55:45]Tyson: Is there a way u can call me?[12:58:16]Tyson: Cause it seems like today and yesterday the agents are trying to frustrate me on purpose[12:59:06]Leo: well i will have to call you later[12:59:25]Tyson: Well no it’s now or forget it[12:59:44]Tyson: So now this 500 has no restrictions right?[13:00:02]Tyson: I can cash out 10 000 with it[13:00:44]Leo: thats if you win after playing[13:01:02]Tyson: Okay what’s going on?[13:01:19]Tyson: U guys are being smart with me on top of everything[13:01:31]Tyson: Not giving me straight answers[13:02:14]Tyson: That money in my account right now is like i deposited 500 without any bonuses correct?[13:02:54]Leo: is that money won from bonus?[13:03:04]Tyson: Yes[13:03:32]Tyson: Okay ur screwing around with me right now[13:03:44]Tyson: you think this is funny. Lol[13:04:01]Leo: is that money won from bonus?

[13:04:21]Tyson: i did the daily promo won and that was the max cashout[13:04:25]Tyson: so I cashed it out[13:04:54]Tyson: now I said u can cancel it if it counts as real money with no max cash out on it[13:05:32]Leo: have you read the terms and conditions and you have to know better of what the terms and conditions of max cashout from the win from bonus[13:06:06]Tyson: that is the max cashout right?[13:06:19]Tyson: That’s why I cashed it out!!!!!![13:06:27]Leo: the max cash out is 500[13:06:44]Tyson: Now I said if u turn into real money without restrictions u can go ahead and cancel it[13:07:05]Leo: even you turn it to real money still is the money from the bonus wins[13:07:17]Tyson: okay[13:07:21]Leo: its already cancelled[13:07:23]Tyson: i cashed it out[13:07:28]Tyson: I. Can’t win more[13:07:39]Tyson: why would I risk it tell me??[13:08:11]Leo: maybe you want to play games for fun too[13:08:16]Tyson: Lol[13:08:30]Tyson: there is a fun option without risking a penny[13:10:21]Leo: all the games here on the casino are for fun playing[13:10:32]Tyson: What r u saying[13:10:57]Leo: games are for fun[13:11:18]Tyson: Ur fucking with me eh lok[13:11:30]Tyson: ur having fun I hope[13:12:37]Leo: well i will have to end this chat now[13:12:53]Tyson: R u kidding me lol[13:13:09]Tyson: so my money is maxed right I cannot win anything Norah[13:13:13]Tyson: more?[13:13:31]Leo: i told you that the max cash out is 500 from bonus[13:13:40]Tyson: And what did I tell u?[13:13:52]Leo: even you win more you can only cashout 500

We remain at your disposal for anything else you might need. 

This is our whole conversation, tell me what u think…

Hi Tysonator66,

Thanks for the transcript. If we sum it up, it's all about the withdrawal of 500 CAD that would make the bonus money turn into real money, right? The transcript kind of makes an impression that the casino support was doing it on purpose because you kept asking the same question over and over again. If you have to make a withdrawal in order to turn the bonus money into real money, why not wait for the withdrawal to be processed? I realize that this type of rule isn't very user-friendly but since you know it exists, it would save you a lot of frustration if you just waited for the money to arrive and then made a deposit. I'm afraid demanding live chat support to make the bonus money real money will not help you. I suggest waiting for the withdrawal to be processed and making a deposit.

Dear Tysonator66,

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.