The player from Brazil noticed that part of her balance disappeared. The issue was eventually resolved, the casino explained the discrepancy with the balance and showed the player how to cancel bonuses.
Booi Casino - Part of player's balance disappeared.
Amount: 129.88 R$
Booi Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I've had a Casino Booi account for some time.
I made a deposit of R$80 to play, but no bonus.
I started playing and everything was going well when I noticed a jump in values, but I kept playing.
Then I went to check my suspicion and confirmed that it was not wrong.
I had a value of R$729.88 and in a bet of R$1 my balance dropped to R$600 without any justification.
I contacted support who informed me that there were no errors and gave me an illogical explanation, talking about bonuses, x10 bets, in short, nothing to justify this fact.
Remembering that I deposited R$80 and the only bonus I got was 50 free spins that I hadn't touched.
I hope you can help me.
I'll send the print so you can analyze and explain to me what happened.
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2 years ago
Dear suzanadiniz44,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Before we move forward with this complaint, could you please send me your full game history and bonus history to kristina.s@casino.guru?
If there is any other relevant communication between you and the casino, please forward it as well.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Good afternoon!
First, I want to clarify that I was not playing with bonuses, but with my real deposited balance.
But I don't know how to send game history as it is an extensive list.
Would it be the complete history of all games or this part specifically?
Thanks for guiding me.
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2 years ago
Thank you for your reply, suzanadiniz44. If possible, I would start with 10 bets before and after this issue occurred. Also, if you didn't play with any bonuses, please forward me your bonus history, so we can be sure. Thank you very much in advance.
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2 years ago
Thank you very much suzanadiniz44 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Translation
Thank you for your attention to my problem.
I, from now on, will be more attentive, because as you can see, this happened between a sequence of moves and I only noticed because it was a value that draws attention, but if it were $5 or $10, I wouldn't have noticed.
What upset me was hearing from support that it had to do with my bonus, which in this case it didn't, as I was playing with my actual deposit balance.
Thanks again!
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2 years ago
Hi suzanadiniz44,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Booi Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hello @suzanadiniz44,
Let me explain this case. The thing is you got a bonus 60.00 BRL on 04 February 2022 it was a 100% bonus upon your deposit. This bonus has x30 wager and x10 maximum win ratio, which means that you can get 600.00 BRL as maximum win once the bonus is 100% wagered. As presented on your screenshot 2022-02-25 06:32 your balance turned in 600.00 BRL it is because you have met the wager and your bonus of 729.88 BRL converted to 600.00 BRL of real funds.
Hope it's all clear now.
Thank you for choosing Booi casino.
Best regards,
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2 years ago
Translation
I even understood the explanation, but I don't understand why I have to spend so much time having to fulfill requirements if the bonus was from another deposit.
Every time I deposit I still have requirements to fulfill, when in other casinos I can cancel.
You can't keep a bonus active that way, it makes it very difficult.
Now I still have another bonus to fulfill requirements. 
When I deposit, it will still not be possible to win anything, as there is this pending issue that cannot be cancelled.
Thanks to Casino Guru for their efforts to help me and to Casino Booi for clearing up this issue.
Satisfied with the performance of both.
Thanks!
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2 years ago
Dear @suzanadiniz44,
You can cancel your bonus if you wish. To do this you should click on your nickname and follow "Os meus bônus" > "Cancelar".
Kind regards, Booi team
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2 years ago
Translation
Thanks!
Now I understand why this casino has such a great reputation here at Casino guru, because it's honest and I love it.
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2 years ago
Dear Booi Casino team,
Thank you for your reply and help.
Dear suzanadiniz44,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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