Boom Casino - Player faces withdrawal issue due to mixed bonus claim.

I deposited 28 euros at the casino. I started playing. I followed my own money closely. I didn't lose this money. I played games on amusnet. I won a jackpot of 950 euros with my own money pretty soon. I continued playing. I took the game on amusnet 100 bulky fruits. I played it normally. I switched to the last game, sugar rush. Which made another 100 euros in profit. The money had already reached 1020 euros. I decided to withdraw. But the withdrawal is not successful. It says that there is over 38,000 euros left to be wagered. I haven't taken any bonuses. I fought about this in the chat. They claimed that I had chosen a "mixed bonus" 0.15 cents bonus and 0.85 cents in the game 100 bulky fruits. There wasn't even any mixed bonus option in that game. And in the chat it mentioned that I had played my own money first and then this bonus came. I hadn't even lost my own money. I got a 5.60e bonus on 100 bulky fruits. They told me to just wager that 38,000e. How can 5.60euro be wagered to get 38,000e? I can't get my money out. It's just lying around at the casino now. I'll attach a picture of the game. There really isn't any "mixed bonus option" there.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of your bonus history?

Have you bought any in-game features when you played 100 Bulky Fruits?

Could you kindly forward me the communication between you and the casino customer support regarding the confiscation of your winnings? My email address is [email protected].

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,

Veronika

Hi. The issue has been resolved. I chatted about it again and they took care of it. The answer came today and they recorded the problem and I was sent home. Apparently some technical error. They handled the issue well in the end🙂

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Boocan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Veronika