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

We’ve reopened this complaint at the request of Oreoozara. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion if possible.

Evidence of Compliance – BooCasino Case

Hello Casino Guru:

Thank you for reopening my case. I would like to emphasize that the images and records provided by eCOGRA themselves clearly show that I fully complied with the bonus requirements.

• The table highlights that at 12:17:44, the bonus was completed and the maximum winnings of MXN 2,000 were approved.

• At 12:17:46, the system removed the excess (-2623.75 MXN), which proves that the promotional cap was already enforced at the conversion stage.

• After this adjustment, the bonus funds ceased to exist. I continued playing with real money and legitimately won MXN 25,000, creating a total balance of MXN 27,000.

• My withdrawal request of MXN 27,000 was later declined, and only MXN 2,000 were paid.

These records confirm that I met all the wagering requirements and that the cap was applied once, exactly as the Terms and Conditions state:

"Maximum winnings from no-deposit bonuses are capped at €100 (or currency equivalent). Any excess will be removed upon conversion to real funds."

Applying the limit again at withdrawal is a double restriction not supported by the written rules. The evidence in the attached images makes this contradiction clear.

Additionally, eCOGRA informed me that I had 7 days to appeal their decision, but since July 3rd I have not received any further response. This lack of follow-up adds to the sense of unfairness and leaves me without a clear path to defend my case.

I strongly believe that my MXN 25,000 winnings were legitimate real-money gains and should not have been canceled. I hope Casino Guru can continue to support me in challenging this outcome and highlight the unfairness of both BooCasino’s conduct and eCOGRA’s interpretation.

Kind regards,

Jesús

Dear Oreoozara,

Thank you for your response and for sharing your reasonable concerns.

Dear Boo Casino,

While I can understand the basis for your decision when viewed strictly through the lens of the applicable Terms and Conditions, given that the disputed winnings originated from a no-deposit bonus; however, your approach does not appear to fully align with the principles of fairness and transparency that we advocate for, are expected in the industry and that have already been adopted by many leading operators across the industry.

As we mentioned in our Fair Gambling Codex: Our Views on Problematic Areas

From a fairness perspective, it is difficult to justify the continued application of bonus-related restrictions once the bonus has been completed. Allowing players to continue gambling without clearly informing them that any subsequent winnings will remain subject to the original maximum win or withdrawal limit creates a significant risk of misunderstanding and may effectively place players in a disadvantageous position.

Once the wagering requirements have been fulfilled and any applicable maximum win limit has been applied, the resulting balance should, in principle, be treated as real-money funds. If a player then chooses to continue playing and assumes the risk of losing those funds, they should likewise be entitled to retain any additional winnings generated from that gameplay, just as they would if the funds had originated from a cash deposit.

If, due to technical or platform limitations, an operator is unable to distinguish between converted bonus funds and real-money funds, players should, at a minimum, be provided with a clear and prominent warning when the wagering requirements are completed. This could take the form of a pop-up message or similar notification requiring the player's acknowledgment, explicitly informing them that continued gameplay will remain subject to the maximum win or withdrawal restriction unless they withdraw their balance first.

Could you please clarify why a pop-up message or similar notification was not presented to the player at the point the wagering requirements were completed and their balance was adjusted in accordance with the maximum win or withdrawal restriction?

How was the player reasonably informed that, despite continuing to play and assuming the same risk of incurring losses, any subsequent winnings would still remain subject to the maximum win or withdrawal limit?

We are looking forward to your response.

Dear Casino Guru Team,

Thank you for contacting us regarding this complaint.

The Player has already referred this matter to our appointed Alternative Dispute Resolution provider, eCOGRA, and this dispute is currently under review and we are actively cooperating with the ADR process by providing all requested information and supporting evidence.

As this matter is already being considered by the competent ADR body, we do not believe it would be appropriate to conduct a parallel review or comment further on the merits of the dispute while that process remains ongoing.

Once the ADR process has concluded, we will of course comply with the final determination.

Thank you for your understanding.

Best regards,

BooCasino

Dear BooCasino Team,

Thank you for your response.

I understand your position regarding the ongoing ADR process. I will keep the player's complaint open until eCOGRA issues its official final decision.

That being said, while the outcome of the ADR process will certainly be taken into consideration, it does not necessarily determine our own independent assessment of the matter. Therefore, I would kindly appreciate your cooperation in providing your position regarding the questions and concerns I have raised, as they remain relevant to our review of this complaint.

Your input would be valuable in helping us gain a more complete understanding of the situation and ensuring that the matter is assessed fairly, not only from a regulatory perspective but also with consideration of the transparency and fairness that players can reasonably expect.

Thank you in advance for your cooperation.

Dear Oreoozara,

Please let me know when eCOGRA issues its official final decision.