Boo Casino - The player's winnings were voided.

Dear Emir,

On review of your withdrawal request, we see that a number of bets were placed that were greater than 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

We have therefore cancelled your withdrawal request, and voided the winnings.

We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

Should you have any questions please reply to this email or contact our customer support via live chat on our site.

So this is what they have send to me and I wrote them an reply. I still dont understand what I did wrong. I would on bonus and after bonus finished i raused the wager mene to 1 euro and player for a while getting winnings more than 300 euros.

Hello Emir,

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 what bonus did you use? Can you access your betting history and forward it to nikolas.b@casino.guru?

Please note that in case you did bet over the 10% multiple times, there is basically nothing we are able to do as the casino has every right to void your balance

Looking forward to your answer.

Regards,

Nick

Hi, Can u explain to me bluntly what means if I bet over 10 % i dont understand what they mean and what I did wrong..how come i was able to withdraw the ammount i won and then that to be rejected...I play online casinos for 10 years never had such a problem, If I didnt fullfil required spins after bonus I wasnt allowed to withdraw. In Mr green for example i get bonuses with no wagering limits and zodiac the same meaning they give me bonus and after a soin if I have more than 30 or 50 euro I can withdraw. So here i really dont now what I did wrong. So if u can explain i would appreciate a lot!!!!

Thank you on your time!!!

I cant acces history on boo btw.

Hello Emir,

In most casinos if you take bonus, there is a limit of how much can you bet in a single game. Some casinos have a fix amount like 5€ is the maximum allowed bet. Others use a different formula like the 10% of the bonus. So in case you deposit 10€ and receive a 20€ bonus, you can bet maximum of 2€ (10% of the bonus amount).

Can you please specify the amount of your deposit and bonus credited to your account?

Dear ggizmo0107,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Well I had played also with 0.40 c and won 300 and then withdraw 100 and again they said that I broke the rule. Its redicioulus because o heard on some forums that they refuse payout even when u deposit your money so I will not sugestije to anyone to play there!!! Scaming ppl always

Hello ggizmo0107,

Did they void your balance for the same reason again? Did you play with a bonus money?

Yes, and I played honoring terms and conditions and they refused payout from same reason!

When I asked before withdrawal customer service can they check was everything ok and can I withdraw now to avoid missunderstanding again they replie: i quote: "withdraw and see what will happen to you" is that a serious casino treatibg customers like that? How can customer service reply like that???

Thank you ggizmo0107 for all the information. We will however need to see the betting history and as you can't access it, I will forward the complaint to my colleague Matej who will then try to get in touch with the casino.

Best regards resolving it.

Regards,

Nick

Hello Emir.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please send me the Emir's game log? (matej@casino.guru)

Thanks

Hello Emir and Casino Guru,

In this case, the player has played with free spins.

Winnings from free spins are bonus funds and are treated as such, as stated in our T&C's and can be seen here:

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

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

The player played with an original bonus amount of EUR3.10. Due to our Maximum Bet rule, the maximum he could bet was 0.31.

I have emailed Matej an excel document showing the player has made bets higher then that.

Regarding the players complaint about our agents' conduct, we will look for the chat in question and make sure to provide further training to that agent. Thank you for bringing it to our attention.

Hello Boo Casino representative.

Thanks for the clarification. Unfortunately, I didn't receive an email from you yet. Could you please check it?

Hello Matej,

I've replied to the email again.

Please check your spam folder as well - due to the attachment it may have been sent there.

Regards,

Boo Casino

Hello,

It's been sent again to the new email address.

Regards,

BooCasino

It looks like the problem is not on my side. I didn't receive anything.

Please upload the file somewhere (with a password) and send me the link + password - I will delete the post after the download.

Dear Emir.

After checking the game log from the casino, it looks like you got a small bonus of €3.1.

But right after you received it, you started to play with €0.4 bets. You were lucky, and in the 5th spin, you won €26.8 and then continued to accumulate winnings (later with higher bets) 

Unfortunately, your maximum allowed bet was €0.31(10% of the bonus amount), and therefore you breached the bonus rules (you gained an unfair advantage)

I am sorry, but the casino has the right to void your winnings. I am sorry for the bad news.

Dear ggizmo0107,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

We are rejecting this complaint because Emir breached the bonus terms and conditions as we explained above.