Boo Casino - Player unable to access promotional free spins.

On July the 9th in the early am I made a deposit of ten dollars which was supposed to come with a bonus of 30 free spins on the Lions Gems Game. When i went to play the game it just came up as a blank page and would not load any further. SO, of course I went to chat for support and they told me the usual which I had already done.

Log out, clear my browser cache and restart my computer. After doing that the game still would not play and they confirmed the 30 spins were added to my account. So then they said they would have to put into tech about this problem.

So I finished playing my ten dollars and then went for the weekend promotion. Which was deposit minimum ten dollars and get 60 free spins on Imperial Fruits 5 lines and after the deposit I went in to play my free spins and I got exactly the same thing. I also tried to go into Imperial Fruits 100 Lines and the other Imperial Fruit Game they have and all of them juist came up with the same blank page and would not finish loading.

So, once again I went into chat and told them the problem. This was now the third time in chat over relatively the same issue, only 2x now. The staff was great and as helpful as they could be and I tried the same things , logout , clear cache, restart computer and also tried the Microsoft edge browser but still got the same thing.

Now the fourth time in chat the next lady I spoke with was very kind and said she added some free spins on a different game for me for the time being and would put in another request to chat. He also told me that tech was working on the first issue at that time and they would email me as soon as it was resolved. I went into the Hot Coins Hold and Win Game that sher had put 25 free spins in for me and there we go again, I got the same blank page.

So, then I waited patiently for a few hours and when I received no email I sent them another email and I went back into chat to ask what was happening because I thought that I should have heard something back by now. This lady then told me to please contact them later and ask them to add the free spins because they were currently having a tehnical issue with all free spins.

So the next afternoon which was now the 9th midday I went into Chat again and explained the issue to another rep and this woman,(EVE) was very rude to me and told me the spins were in my account and ready to play after a few messages back and forth. It told her I realized that and I had already screenshot and pasted what the two games did when I went into them to show that I could not play them. She curtly said again the free spins have been added to your account and are available for me to play. Then one more message OK Then is there anything else I can help you with and I once again explained that I knew they were there but I could not play them and was a little upset by this time and said "have you not been listening?".

No reply so I shut the chat and noted that she had been quite rude to me in the little survey you usually receive at the end of a chat to rate the experience which I rated one star because of her attitude.

I then put in a third email to support and told them that I had not heard back and I believed the issue should have been resolved by then and that I deserved to have something for what I paid for. I suggested they give me the spins in different games and said sometimes certain games are restricted in BC and maybe that was the case. Or, they could give it to me in virtual funds to play on any games.

The email that I finally received back from them said that they could see that I had clamed my free spins and that I had played them so the case was now closed.

I wrote them back and said how could I have played them when the games would not play and that I had proven that to them in the last email with all six screenshots of the game not opening. I told them that in other words they stole my money because they did not honor their promotions and that they were dishonest.

I have attachedc all the emails and the screenshots from this incident and would appreciate whatever help you can give me to resolve this issue. I would like the free spins on other games or my twenty dollars returned to me and then I will be done with Boo Casino for good.

In the second email you will also see the attachment sof all the screenshots that I had sent through chat when requested I do so.

Thank you

Dear jacquiekaszas,

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. 

Do I understand correctly you deposited in the casino on multiple occasions and each time the free spins portion of the bonus wasn't credited to your account?

Did the casino award you with compensation in the form of free spins for both deposits you made?

What was the casino's response to the information the spins you received as compensation didn't work?

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

The free spins were credited to my account alright but the games would not play when I went into them and I was told that tech was fixing it and they would email when it was resolved. I deposited once for 30 free spins on lions gems and they did not work. WHile I was waiting for them to fix those I deposited again after playing my ten dollars and that deposit got 60 free spins on imperial fruits 5 lines and that game would not open either. So the same thing they were supposed to be fixing that too. One time on chat the person gave me 25 free spins on hot coins while the problem was being resolved but the same thing I could not play that game either. Each time it just opens to a blank page as I showed in the attachments to this complaint .

Then the email i received back from Boo was not from tech and they said I claimed my free spins and played them when I did not because i could not get into any of the games the free spins were on and still cannot get into any of those three games or on the other two imperial fruits games either . So, nothing was given to me to replace the ninety free spins at all

Thanks for the detailed explanation. Could you please advise if you played your deposited funds or whether you requested a refund of your deposits? Could you please forward any relevant correspondence from the casino regarding these issues? Send the emails and chat transcripts to my email at tomas@casino.guru

I'll await your reply.

Dear jacquiekaszas,

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.

I played my depopstied funds and have already submitted all documents sent in emails and replies

Dear jacquiekaszas,

Thanks for your reply.

I apologize but I haven't received any information from the email you have registered on our website.

Have you made sure you sent it to my email tomas@casino.guru ?

I'll await your reply.

Hello

Could you please confirm that you received the copies of all the correspondence to and from boo casino

Thank you Tomas for your time

Thank you very much, jacquiekaszas, for providing the necessary information - I've received the emails. I will now transfer your complaint to my colleague Tomas (tomas.k@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 jacquiekaszas,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Boo Casino to join this conversation and share more information regarding the case.

Can you please provide us with any updates regarding the technical issues with the free spins?

Thank you.

Best regards,

Tomas

no prob;lem,

I still cannot get into any of the games that the free spins are in and they are not getting back to me even in chat any more so it is really not a good casino at all not to make this right even just give me a credit for the free spins so I can play what I paid for .

Thank you for all your time

Hello Tomas and jacquiekaszas,

First of all, we would like to thank jacquiekaszas for reaching out to us in regards to this issue.

We would like to resolve it as soon as possible.

jacquiekaszas, our technical team has tried to look into this and unfortunately could not recreate the issue you are dealing with.

I can confirm that all spins have been added to your account correctly.

After the issue is resolved, I would be happy to add for you another 50 free spins as compensation for this unfortunate experience.

I have conferred with the manager of our Technical Support Team in regards to this issue and he informed me that they will need the following information in order to look into the matter further.

• A video recording of your screen, as you try to enter one of the games in which you have free spins, for example, Lion Gems or Hot Coins: Hold and Win.
• The type of device you are using (i.e - Desktop / laptop or Mobile)
• Brand and generation of device
• Internet connection speed
• Time of login attempt

Please email this information to complaints@boocasino.com

I would kindly request that you provide this information so that we can resolve the issue for you once and for all.

Regards,

Boo Casino Representative

Thank you for the information, Boo Casino.

Dear jacquiekaszas,

Could you please follow the casino's instructions and let us know once you do so?

Thank you.

Kind regards,

Tomas

Dear jacquiekaszas,

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.

sorry I have been trying to do this but have lost my phone so cannot do the verification to sign in.

Hello all,

We are sorry to report that we have paused operations for now, therefore, the player will not be able to provide the information we requested.

In this case, we would like to offer a refund of the players deposit in the amount of 20 Canadian Dollars.

Please let us know your thoughts.

Regards,

Boo Casino Representative.

Thank you that would be fine in an etransfer please to this email. Thank you

Dear jacquiekaszas,

Can you please confirm once you have received the payment? So we can consider the case resolved.

Thank you.

Kind regards,

Tomas

UF COURSDE

still no refund or any tupe of notice from them

Hello all,

Our financial team has been informed to make a refund of the players' last 2 deposits, in the amount of $20.

Please note, as part of our Anti Money Laundering Policy, the refund will be returned to the deposit method used.

Regards,

Boo Casino Representative.

I do appreciate that but I need to know what paymebnt I used and am being ignored when I keep telling them that I cannot get into my casino account because l lost my phone and and cannot sign in without it and I need thje 2 step authotization reset. They keep telling me to go into chat but I cannot without signing into my account

Hi jacquiekaszas,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Dear Boo Casino,

Can you please provide the player with the payment information? What method did you use to refund the deposits?

Thank you.

Kind regards,

Tomas

Dear Jacqueline,

Please note, a refund has been processed to the value of 20 CAD ( 2 transactions to the value of 10 CAD) on 2023-08-21 .

The refund was sent to the same payment method used to deposit on the account - a credit card ending in the number 6397.

Kindly confirm the funds have been received.

Regards,

Boo Casino Representative

Thank you for the information, Boo Casino.

Dear jacquiekaszas,

Can you please confirm if you have received the payment so we can consider the case resolved?

Thank you.

Kind regards,

Tomas

Dear Jacqueline,

Please note, a refund has been processed to the value of 20 CAD ( 2 transactions to the value of 10 CAD) on 2023-08-21 .

The refund was sent to the same payment method used to deposit on the account - a credit card ending in the number 6397.

Kindly confirm the funds have been received.

Regards,

Boo Casino Representative

Yes thank you so much for resolving this for me and I got the 20$#

Dear jacquiekaszas,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas