Booms.bet Casino - Player's winnings confiscated and account blocked.

Guten Tag,

ich habe bei booms.bet sowohl Sportwetten als auch Casino gespielt und gewonnen. Bei den Sportwetten hatte ich Freiwetten, beim Casino keinerlei Bonus. Nun wollte ich mir ein bisschen von meinem Gewinn auszahlen und wurde daraufhin gesperrt und das Geld einbehalten.

Ich bekam folgende Informationen:

9.2. Collusion and cheating

BoomsBet is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. BoomsBet provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, BoomsBet provides proactively and randomly examining gameplays and Accounts.

9.3. Fraudulent activity

Once BoomsBet noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, BoomsBet reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

16.10.2.3. If the bonuses are abused by a user, BoomsBet has the right to use punitive measures towards him, namely: delete, decline all current bonuses and bonus winnings; to block the user's Account immediately. In that case, BoomsBet disclaims any liability for the withdrawal or compensation of the funds that had been on the Account before it was blocked.

Ich habe die Freiwetten ganz normal genutzt. Es waren in Summe 3 Stück, wovon ich eine gewonnen habe. Im Casino habe ich auch Geld gewonnen beim Roulette und Mines.

Ich habe nichts falsch gemacht und hoffe, dass man mir hier helfen kann.

Liebe Grüße

Kayshi

Dear Rossi321,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Booms.bet Casino.

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

• Could you please advise how long you have been a player in the casino?
• Is the game activity you described above made with your last deposit, or overall?
• Have you passed account verification in the casino?
• Could you please forward the original email containing the accusations against you to me? Forward it to my email at tomas@casino.guru

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you very much, Rossi321, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Rossi321,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Booms.bet Casino representative to join this conversation and participate in resolving this complaint.

Dear Booms.bet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hallo zusammen,

vielen Dank, das man sich der Sache hier so super annimmt. Das hätte ich nicht erwartet. Ich hoffe, dass das Problem gelöst werden kann.

Liebe Grüße

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Rossi321,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

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

Dear Booms.bet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan,

After a thorough review conducted by our dedicated team, we confirm that the account under the username Rossi321 was permanently closed due to serious violations of our Terms and Conditions.

Specifically, the following rules were breached:

9.2. Collusion and cheating

BoomsBet reserves the right to disable user accounts and forfeit balances (including deposits and winnings) if any unfair advantage is attempted or gained through collusion, chip dumping, transferring, discussing hands during play, multiple account usage, or similar prohibited actions. All gameplay is subject to strict manual and automated monitoring to ensure fairness.

9.3. Fraudulent activity

Our systems detected fraudulent and improper activity, including the use of VPN/proxy services to mask the player’s real location. As stated in our Terms, such cases lead to account blocking with forfeiture of all balances without prior notice. BoomsBet also reserves the right to report fraudulent activity to regulatory and law enforcement authorities if applicable.

16.10.2.3. Bonus abuse

The player engaged in bonus abuse. According to our policy, this allows us to remove or decline all bonuses and related winnings, as well as to block the account immediately.

The player was informed about the account closure and the reasons for this decision via email.

Based on these violations, the closure of the account and the forfeiture of funds were justified and carried out in accordance with our Terms and Conditions, which all players accept upon registration.

We remain committed to fair play, transparent processes, and maintaining a safe gaming environment for all our users.

Best regards,

Booms.bet Casino Team

Dear Booms.bet Casino Team,

Thank you for your response.

Could you please provide more specific details regarding the violations attributed to the player account "Rossi321"? We would appreciate clarification on the exact nature of the activities that were deemed to be in breach of your Terms and Conditions, including any relevant evidence or instances that led to the decision.

Your cooperation in providing this information would be greatly appreciated.

Dear Stefan,

We acknowledge your request and appreciate your understanding.

The specific details and evidence related to the violations on the account "Rossi321" are considered confidential information. For security and compliance reasons, we are unable to disclose them publicly in this space.

Nevertheless, we are fully prepared to provide CasinoGuru with all relevant evidence and documentation directly, should this be required for further verification.

Best regards,

Booms.bet Casino Team

Dear Booms.bet Casino,

Thank you for your response.

As you have indicated your willingness to provide the relevant evidence and documentation directly to Casino Guru, we kindly ask that you send this information via email to the following address: stefan.m@casino.guru.

We appreciate your cooperation and look forward to receiving the requested materials.

Dear Stefan,

We would like to inform you that we have provided all the necessary evidence and supporting documentation regarding the player account "Rossi321" to the email address which you indicated. The submitted materials include detailed records and screenshots that clearly confirm the violations of our Terms and Conditions committed by the player.

We believe that the information shared will allow you to review the case thoroughly and evaluate it in a transparent and fair manner. Our team remains fully committed to cooperating with you in order to ensure that this situation is resolved appropriately.

We sincerely hope that the evidence provided will help bring this case to a swift conclusion, and we remain at your disposal should you require any further clarification.

Thank you for your attention and cooperation.

Best regards,

Booms.bet Casino Team

Dear Rossi321,

Following a thorough review of the evidence provided, we have concluded that the casino acted in accordance with its terms and conditions. As such, we believe the decision to close the account and confiscate the funds is justified.

In light of this, we regret to inform you that your complaint will be rejected.

We understand this may not be the outcome you were hoping for, and we are sorry we could not be of more assistance on this occasion. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.

Kind regards,

Stefan

Casino.Guru