The player from Norway faced the confiscation of his winnings amounting to 32,000 kr after the casino flagged a violation of the max bet rule, of which he had been unaware during gameplay. He argued that the casino had allowed him to place these bets without warning or restriction and requested the reinstatement of his withdrawal or a fair settlement. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries, leading to the closure of the complaint, while still allowing the option for the player to reopen it in the future.
BoaBet Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 32,000 kr
BoaBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. The maximum bet according to the terms and conditions of the website follow this rule: https://play.boabet1.com/en/about/promotional-terms-and-conditions (point 10)
Users are not permitted to wager more than €6.25 in Bonus Funds per transaction in slots and/or video bingo, or more than €25 in Bonus Funds per transaction in table games. Any Bonus Fund wagers exceeding these limits may be deemed a breach of these Terms and Conditions and may result in the voiding of any winnings and/or funds derived from such wagers.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
- However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]
- Please also share the communication with the casino regarding the allegations made against you, so I can review it.
Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Dear alex12322,
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.
Public
Public
2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
