Boo Casino - Player's winnings are confiscated.

Hello, 

I am contacting you regarding an issue I have already submitted to the Malta Gaming Authority (MGA) involving BooCasino. 

On March 25, BooCasino withheld 25,000 MXN in winnings that were obtained using real balance, applying bonus rules that did not correspond and providing contradictory explanations. 

My complaint has already been officially registered with the MGA and is currently under review. As part of the process, the MGA will request the operator’s official logs, so I would appreciate it if GuruCasino could take note of this case and keep it under observation, as it may involve improper practices by the casino. 

My only intention is to resolve this matter fairly and transparently. If you require any additional information from me, I will gladly provide it. 

Thank you for your attention. 

Jesus ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Boo Casino. Please note that we are not able to access any resources given to regulatory authorities. We gather evidence coming from players themselves, and after gathering enough evidence, we confront the online casinos themselves.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please provide a clear timeline of events? When have you made the relevant deposits to the casino?
• When was the last time you took advantage of bonuses in this casino?
• Could you please share with me your communication with the casino regarding the issue, especially the justification for the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomás,

I have already sent you the full timeline, explanation, and evidence by email.

Please confirm that you received everything.

Thank you.

Jesus.

I hope you can hear from me soon.

Hello Tomás,

I hope you are doing well. I just wanted to kindly follow up on my complaint to confirm whether there are any updates from BooCasino.

Please let me know if you need any additional information from my side.

Thank you,

Jesús

Dear Oreoozara,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Oreoozara,

My name is Michal, and I have taken over your complaint. After reviewing the case, I believe you have raised a valid point. The casino could have communicated the remaining application of the bonus rules in a more transparent and user-friendly manner.

I also note that you have submitted a complaint to the MGA, and I would be genuinely interested to see how they assess and decide on your case, as they are generally regarded as a reputable licensing authority.

Have you received any updates from the MGA so far?

Hello Michal, Thank you for your message. Yes, I have already received a reply from the MGA. They asked me to provide the explanation of my case in English, which I have already sent to them. I am currently waiting for their next update. If I receive any new information from the MGA, I will let you know immediately. Thank you for your support.

This is the case number assigned by the MGA DEV-9349.

Dear Oreoozara,

Thank you for your response.

As you have already escalated this matter to the casino’s licensing authority, our ability to intervene is now very limited. In general, once a complaint is being handled by the relevant regulatory body, the parties involved are expected to refrain from parallel dispute handling or sharing information and evidence that may be subject to an ongoing external review.

Accordingly, we will need to await the outcome or decision of the licensing authority before taking any further steps from our side in this matter.

With this in mind, I have to temporarily close this case pending the regulator's decision.

Kindly inform me of any significant developments and decisions at michal.k@casino.guru