Boo Casino - The player's winnings were canceled.

Fizeram a pior sacanagem comigo! Eu recebi um email aonde dizia que ganhei 10 rodadas gratis. Eu rodei e ganhei um valor, que continuei jogando e gerei um valor de 280 reais! Que era 200 em bonus e os 80 saldo real, Após isso fui no jogo da evolution o Crazy time, nele não é possível jogar com jogos de bonus então joguei somente com os 80 reais que tinha.. fiz uma aposta no valor de 10 reais nos bonus e saiu 600 vezes o valor apostado! Que no caso deu 6000. Ai tentei remover o bonus mais não consegui, o bonus era os 200 e os 6000 mil era real. Entrei em um jogo de Mina que não estava especificado nos termos e condições do site como proibido, joguei lá E bati a meta do bonus, solicitei o saque e foi pedido para que eu mandasse o documentos solicitados, fiz o envio e depois o atendente pediu para mim fazer o depósito mínimo para prosseguir com a retirada.. fiz o depósito, e logo após umas 3 horas aguardando, recebi um email que minha retirada era inválida e todos os ganhos foram excluídos da minha conta! Entrei em contato com a evolution e passei a informação do id da aposta é me informaram que os ganhos foram repassados para o boo casino.. então eu sai no prejuízo e lesado pois ninguém responde meu email do suporte deles, e prova que eu joguei em um jogo que é proibido!

Hello Luizdroid,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Boo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise which bonus did you use exactly? Did you finish the wagering of the bonus before you played the "restricted game"? Were your bets deducted only from your real money when you played with that game?

Looking forward to your answer.

Regards,

Nick

Hello how are you?! In this case I played with real balance in the game crazy time! even crazy time doesn't even accept to play with bonus, let's suppose I have 150 reais, being 50 reais of real balance and 100 of bonus when I enter crazy time at boo casino only 50 reais appears as you can see in

image it's impossible to play on crazy time with active bonus! then with the 90 reais that was real balance, I made 6000 thousand reais that I went to the Mines Dare to win game that I played with real balance, not with the bonus!

and in this case I received an email saying that I received 10 rounds gras in the game Thai Blossoms so I had a little in reais, which I was playing and I got 290 reais if I'm not mistaken, then as I had 90 reais in real balance I went to crazy time and there I took 600 times the value of my bet which was 10 reais and won 6000 thousand reais

and I already got in touch with evolution which is the provider of crazy time, and they told me that the amount has already been passed on to boo casino!

I contacted evolution again and they informed me that the transfer of the amount was made!

I forgot to quote, but I got in touch on 10/19/2022 at 15:56 with the request to exclude the bonus, because I couldn't withdraw! I took the screenshot and will forward it there!

Até agora nada de resposta da boo casino??

I would like to invite Boo Casino to join us and help us resolve the player's issue. Can you please clarify what exactly happen?

Hello all,

We have looked into the matter and found the following.

The player has not deposited with us but played with a free chip granted to him only. As such, he was naturally beholden to the Free Bonus T&C's, which can be seen here:

https://www.boocasino.com/en/tnc/free-bonus

Each player that recieves any type of a bonus from us, gets a link to the T&C's as well and is encouraged to read them.

On the T&C's the following is stated:

4. Betting more than €4 (or equivalent) per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games)

The player has violated both of these rules. He has made bets that are more than BRL30 (EUR4) and played on Crash and Live games, which we do not allow when playing with a bonus.

Restrictions when playing with a free bonus, such as a maximum allowed bet, are common in the industry.

Therefore, one a player violates our rules, we are entitled to remove the winnings he accrued while playing in that specific session.

Lastly, this player has contacted our Live Chat several times and this was all explained to him, in addition we have sent him a copy of his game history to his email.

I will be happy to send it again if further clarification is necessary.

Regards,

Boo Casino Representative

they only replied to the email, because I said that I had sent a message denouncing the company malta where your license was granted! And you said that I made a bet on the live game with a bonus, but as I said, it is impossible to enter the crazy time game with a bonus, because it does not let you enter with a bonus. and only with real balance.. and about betting on the crash, I bet with real balance, after having won the R$ 6000. and asked the attendant to delete the bonus, it was his mistake, not mine... see in the print above, that I talked to the live chat about deleting the bonus.. I play in several casinos, and I always read the casino terms so I don't have a problem.. and Deis, from the beginning I've been struggling to get a response from boo casino, it was a miracle to have answered now...

Hello Luizdroid,

We agree that if a game is not allowed with a bonus, it should be restricted by the casino.

On the other side, the max bet is a common industry standard and the player has to respect that limit. If you did bet over the limit while your bonus was still active, the casino had the right to void your winnings.

hello, thanks for the reply.. but I didn't bet the amount greater than the allowed.. as I said, I joined the crazy time with real balance, and what I won was in real balance, not in bonus.. and right after winning the bet that fis with real balance I told the live chat attendant to delete the bonus that was there..

The casino also has an obligation to limit the maximum amount allowed by the player with a bonus balance.. and as far as I know, before starting to bet the bonus balance, the real balance is played..

They are too convoluted, I should have already resolved. They keep making excuses not to pay! I will fight for my rights, I will not give up! Boo Casino. They can even try to make excuses for not paying me, but if I won it's mine. and evolution, said they've already passed the value on to them! so it means that the value is with them and they don't want to pass it on to me... unfortunately, a casino with no user agreement... they gave away these free spins but I didn't imagine that I would reach that value, I was very lucky to have won.. so they have to pay...

Complaint link: https://pt.casino.guru/boo-casino-o-jogador-esta-lutando-para-concluir-a

Same situation as mine, I wanted to know why give free spins to the user, that when we hit the bonus goal, they don't pay! unfortunately the casino doesn't pay the winnings with bonus, I'm filing a legal action here in Brazil, along with "MTG MALTA" so that no one is harmed anymore...

They are not even worried about users, it's been 2 weeks since they responded to the complaint..

These promotions are only harming users, because when paying, they invent a lot of things not to pay

Are you able to forward your betting history or request it from the casino for further review? If yes please send it to nikolas.b@casino.guru.

Hello Nick and Luizdroid,

I went ahead and sent the players' game history to the indicated email address, the history shows the players' bets that were over the limit, marked in red.

Regards,

Boo Casino Representative

hello nick and boo casino! How did you go over the bet limit if the balance was Real?? I sent you the images showing the real and bonus balance.

Hello Luizdroid,

Please understand that if you have an active bonus it doesn't matter which balance is deducted first, it is still a bonus.

As the casino has provided us with proof that you did bet over the allowed limit, we will be forced to close the complaint now.

Please be sure to always read the terms and conditions before depositing or accepting any bonuses.

Best regards,

Nick