BoaBet Casino - Pelaajan voitot takavarikoidaan vähäisen panosrikkomuksen vuoksi.

Dear Team, as I see you already dealt with a similar case at Boabet - I am looking for your help/mediation regarding the below:

I am frequent, high stake, losing customer at Boabet with 10.000-s of EUR-s bet in the casino and sportsbook on a monthly basis, with 100s of deposits and withdrawals. I received a deposit bonus of 87.5 EUR from Boabet on 01/12/2026, with 30x rollover.

I played through the rollover and completed the rollover with 539 bets. The first 538 bets were with stakes of 5 EUR on slots, 25 EUR on table games. The very last stake, the 539th concluding the rollover was with 7 EUR instead (I upped the stake to complete the remaining 7 EUR from the rollover with one bet, which was a very very bad call from me), which created the below issue.

I won 360 EUR-s from the rollover, and totally 1248 EUR-s from the money using the winnings, which I withdrawed, or at least tried to. It got confiscated, saying I breached generic bonus terms of Boabet  BoaBet | Sportsbook & Online Casino with my very last stake, as as per their generic terms, max 6.25 EUR-s can be staked on slots (and max 25 EUR on table games) with bonus money as part of the rollover, which I violated with 1 single bet, which was over the limit by 0.75 cents. 1-from-the-539, the other 538 were under limit.

On what I base my complaint (what the bookmaker rejected citing "generic bonus terms"):

1- The bonus specific terms (attached) included no "maximum wager". It's a clear "-", not 5 slot / 25 table games. Specific terms override generic terms at a casino (and everywhere), so I rightfully had the expectation, that there are no limits for this promotion. It's a clear screenshot - still avaible on my account.

2- Based on the generic terms they "can" confiscate winnings, so it's not a "will be confiscated" but a "may". If it's conditional (and it is as per generic terms!), this is a decision by the Casino, it has to consider the circumstances. From the play history it's obviously clear, that this very last bet of a 30x, 2625 EUR rollover (which was 7 EUR instead of the max 6.25 EUR, so superseded in by 0.75 cents) did not influence the rollover by any means, was placed in good faith, it was the last bet of the 539 bet rollover. While yes, based on the rules they have the "right" to make the call to confiscate (if we put aside the first argument about the offer specific terms!), it's a bad faith call, not considering the circumstances and for this reason, this is a non-customer and non-player friendly act, which is not as per their terms and conditions. Simply to say, confiscating 1248 EUR due to a 75 cents mistake is not in line with the expectation of good faith, and this is a conditional rule, which has to consider this.

Based on the 2 factors, kindly advise if you see my request reasonable, and I would appreciate if you could act on my behalf in this matter, especially considering, that your dealt with similar case with this exact betting office.

Thank you in advance

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Dear charlie1x,

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

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.

In order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

If there is any other relevant communication between you and the casino, please send it as well, my email address is attila.g@casino.guru.

Thank you in advance for your reply.

Best regards,

Attila G.

Hi Attila,

Thank you in advance for checking the matter and for your help.

I requested the log and will share it with you shortly.

I - by no means - asking you to go against an industry standard, I understand and know the rule and importance of maximum stakes for a bonus, this is not the basis of my complaint please.

I base my complaint on 2 factors:

(1) The bonus specific terms for which I provided the screenshot highlighted no maximum wager. Specific terms override generic terms also as an industry standard. This is - should be - a very solid argument as a player can expect a casino to follow their own rules.

(2) Bonus max stakes are set to avoid tricky/low risk plays with the bonus (and also to minimize the player success, which is understandable). So in short, to avoid bad faith play. In my case - from the logs - the good faith can be confirmed, as from 539 bets fulfilling the rollover, only the very last breached the generic terms, and only by 75 eurocents. 538 bets with more than 2800 EUR of stakes - each of these - were as per generic terms.

Also as an industry standard (and for customer retention purposes) if a rule is conditional (like the confiscation rule for going over general bet limits for a bonus), this is also considered when making a decision about confiscation. Simply to say to confiscate 1248 EUR for one, single bet over the limit which was over the limit by 75 cents, and clearly placed in good faith (and as a dumb mistake), it's a decision made in bad faith, which should shed a bad light on the casino.

I will get back to you shortly with the logs

Kind regards,

****

I forwarded you the relevant emails (not telling that much...), they quote the generic bonus rules. They did not respond to the "bonus specific terms" screenshot - showing no maximum stake.

Hi Attila, Boabet has not provided the logs yet, and they keep asking for more time since last Thursday when I made the request for logs. I believe they know that this is connected to a possible outside-Boabet complaint and do not want to comply or simply disregard the request.

What I can offer is to have a screenshare session via Zoom/Teams and show you the logs on screen. Would it work please? As we are talking about 600+ transactions and Boabet does not support a direct export to excel by the user, I only see this as a viable solution if they do not respond.

I can also clarify some questions about the log during the call. Would it work please? I am very flexible about call dates. Thanks, ****

Dear charlie1x, thank you for your response. Unfortunately, the game log is essential for us to properly assess the issue. Please let me know as soon as you have any updates from the casino.

In the meanwhile, could you please advise whether the bet which violated the max bet rule was a winning bet? If so, could you please confirm how much did you win from it?

Thank you for your patience and cooperation.

Hi Attila, the bet is question (which concluded the rollover and was with 7EUR stake instead of the 6.25EUR) lost, no winnings, I am sending the screenshot via email.

I am also sending a screenshot how bets before the conclusion looks like, and I will forward the full log when (if) I receive it from Boabet.

Kind regards,

****

Hi Attila, Boabet CS (via live chat) declined providing the requested logs. As they are located in Malta, so under the scope of the GDPR, I submitted a Data Subject Access Request under the GDPR, Europe's Privacy Regulation - but this might take 30 workdays as a legal deadline, IF they comply.

For this reason can I please share the logs via a ZOOM/Teams session - to move forward with the case?

If it's not possible I will make hundreds of screenshots, but the overview of these will be very very difficult, this is why the screenshare session would be much quick/preferred.

Thank you and have a nice weekend.

Kind regards,

****

Hi Attila,

I hope you are well. I sent you the rollover history (I could only copy it in notepad, as Boabet is not completing my log request(s)). You can see that from the 539 bets 538 were "under the limit" and the very last one was over by 75 cents (which lost btw).

If the file (sent via email) is not sufficient, happy to share my screen/account during a zoom/teams call.

Please let me know the next steps.

Thank you.

Kind regards,

****

Dear charlie1x,

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,

Attila

Thank you Attila - and thanks in advance Michal

Hello Michal, I hope you are well. Can you please help me if there is any update in the case, and if any additional information is needed from me? Thank you.

Hello charlie1x,

I'm Michal, and I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BoaBet Casino to join the conversation.

Dear BoaBet Casino,

I understand that the bonus rules clearly state a maximum bet limit when utilizing a bonus, which is a common practice in the industry.

Upon examining the gameplay the player shared with us, I found that there was indeed one isolated instance where a bet exceeded this maximum limit; however, it is important to note that this particular bet was not a winning one, thus it did not confer any advantage to the player. Rather, it suggests being an inadvertent error. Throughout basically the entire previous gameplay, the bets remained consistently well below the maximum allowable limit; therefore, it does not seem fair to confiscate all the player's winnings only based on this isolated, unintentional incident.

With this in mind, we kindly ask you to reconsider your initial decision.

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Additionally, I respectfully request that you provide me with the player's full gamelog to ensure the evidence we have for now matches.

Hi Michal,

First of all, thank you for your help in this matter.

Kindly mention the second argument also, that the offer specific terms on the website (screenshot sent to you earlier, but I can resend) included no mention of "max wager".

So the complaint is both based on "good faith" (as per the above) and the lack of clarify on maximum wager terms applied for the promotion.

Thank you!

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.

Understood, thank you

Hi Michal, kindly check your email - there is a follow up in the case from Boabet. Thank you

Hi Michal, Boabet closed the discussion on the matter with me, what they offered (crediting back the original bonus of 87.5€ with 30x rollover - instead of the 1248€ winnings in cash) was unacceptable for me, what I immediately let them know.

Kindly continue the matter

Dear charlie1x,

Thank you for your emails. I have responded back.

Dear BoaBet Casino,

I'm looking forward to your response.

Hello,

Thank you for raising your concern. 

We have reviewed this case and investigation. 

After a thorough investigation, we can confirm that the confiscation was done justly and in line with our terms and conditions, please see this link: https://play.boabet.com/en/about/promotional-terms-and-conditions 

10. Maximum bet restrictions

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.

As stated in the terms and conditions above, 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.

As a gesture of goodwill we have reinstates the original bonus, however, we would like to point out that this is a one time good offer and if any further maximum bonus breaches occur on the account, the bonus will not be reinstated.

We understand that this may not be the result you were hoping for, however, we have followed through this investigation to it's fullest extent and confirmed that all our actions have been in line with our terms and conditions.

Therefore we now consider this case as closed. 

If you do have any questions regarding another matter, please don't hesitate to contact us.

Best regards,

Team Boabet

Dear Team Boabet,

Thank you for your response and for providing clarification regarding your position.

I can agree with you that the bonus rules clearly outline the maximum bet amount permitted while a bonus is active, and the player has indeed accepted these specific rules to adhere to them; however, as the industry evolves, as in our mission to advocate for a fair and transparent gaming environment, we strongly recommend that all operators implement any restrictions related to bonus play at the software level to reduce unintentional mistakes, which appears to be the situation here.

Upon reviewing the gameplay shared by the player, we noted only a single instance in which the maximum stake was exceeded. Importantly, this wager did not result in a win and therefore did not provide any advantage to the player. Moreover, throughout nearly all of the previous gameplay, the bets consistently remained well below the maximum allowable limit; thus, it seems unjust to confiscate all of the player's winnings solely based on this isolated, unintentional occurrence.

With this in mind, we kindly ask that you reconsider your decision and explore whether a mutually acceptable and proportionate resolution can be reached.

Should you decide to maintain your current position, I will, of course, respect your decision. However, in that event, I would regrettably need to close the case as Unresolved – Against Fair Gambling, which may have a negative impact on your casino’s Safety Index rating.

Please be assured that this is not an outcome I wish to pursue. I therefore kindly and respectfully encourage you to take all relevant circumstances into consideration, including the proportionality of the measure applied and the fact that the player has been a long-standing customer of yours.

I remain hopeful that a fair and balanced resolution can still be reached.

Hello,

Thank you so much for your response.

We are indeed currently trying to implement this restriction as a locked function on our site to prevent unintentional mistakes.

In this particular case we did already warn the player about the max bonus bet breach on more than one occasion prior to the current case. Because the player had previously been informed of this rule we find it falls both within our terms and condition and within fair gaming practices and will not be reinstating the confiscated funds.

If you do have any further questions please don't hesitate to contact us.

Best regards,

Team Boabet

Dear Boabet Team, Michal,

I have to reiterate, that bonus specific terms did not include a maximum wager, therefor the above argument is invalid in my opinion.

Even so, if 539 bets only the very last (losing bet) exceeds the limits only by 0.75, I, as player, can have and do have an expectation, that a betting office is not using their CONDITIONAL terms for confiscation of winnings, based on the CIRCUMSTANCES given in this case. I have to reiterate, that this is a decision in bad faith.

Dear Team Boabet,

Thank you for your response. As you mentioned, "...we did already warn the player about the max bonus bet breach on more than one occasion prior to the current case..."

Can you please provide any evidence of this? Are you indicating the player has violated this rule on more than one occasion? If so, please forward me any evidence of this at michal.k@casino.guru for an independent review.

Thank you in advance.

Hi Michal, just to confirm the Casino is referring to a case in October/2025, where 5000€ of bonus winnings were confiscated by the casino. However that case was not disputed (anywhere) by me outside Boabet. While in that case the Casino did not properly communicate the bonus terms in advance, in that case (completely unaware of the associated terms as these were not communicated anywhere else other than the "generic terms") I had stakes of 3000€ etc during the rollover - and after their notice, considering that I might have missed the generic terms, I did not dispute the decision outside Boabet but accepted the decision as my mistake. (The casino did not show any good faith in this case, so it was not like "first mistake, first confiscation, we are flexible here" - which is understandable -, did not credit back anything, and I was more careful after with similar promotions.).

I believe this has NOTHING to do with the current case, and the fact that in this case the (1) bonus specific terms did not include max stake as shown on the screenshot I sent (2) one honest mistake was made as you are aware of - with the last stake of the rollover, nothing more (the 539th bet from 539 bets completing the rollover, which was over 0.75€ of the limits set by the generic terms).

Dear charlie1x,

Thank you for your response and for the additional context you have provided. It has helped to shed further light on the matter and to picture the situation from a different angle.

I must take the newly presented information and evidence into account. From a user experience perspective, the actions taken by the casino team may not appear entirely fair at first glance. However, as you can understand, the broader context quite significantly affects the overall assessment of the case.

Regrettably, the previous incident cannot be overlooked.

While I still acknowledge that the single bet of 7 euros you placed, which breached the maximum allowed bet rules, was indeed most likely a mistake, this was not the first time such a situation occurred. You were already aware of the bonus terms, particularly the maximum bet restriction, which makes it more difficult to disregard the breach entirely.

I understand that mistakes can happen, especially in fast-paced gaming environments. However, terms and conditions that have been agreed to are binding, and non-compliance—regardless of intent—can (and in most instances does) carry consequences. Overlooking or perhaps disregarding terms and conditions that you agreed to does not constitute a valid justification for non-compliance. Moreover, based on our email correspondence, you come across as a knowledgeable individual who understands written regulations well, which makes it somewhat surprising that you found yourself in this position again. Testing the boundaries of the rules can, unfortunately, lead to complications, even when there is no ill intent involved.

That said, I still believe the most constructive path forward would be to explore the possibility of a reasonable compromise so that the matter may reach a relatively positive resolution. I have shared my thoughts and some constructive suggestions with the casino team on how this could potentially be achieved to the mutual satisfaction of all parties involved.

I remain hopeful that a fair and balanced resolution can still be achieved.

Dear Boabet Team,

I appreciate your email containing the evidence. I have responded with my perspective and some constructive suggestions on how this situation might be addressed in a fair and hopefully mutually satisfactory way.

I'm looking forward to your feedback.

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.

Hello,

Thank you for your detailed response and for taking the time to carefully investigate the case, including reviewing the additional evidence provided.

While we understand and respect the perspective shared, we believe we have already acted in a very reasonable and constructive manner. In this instance, we offered to return the player’s original bonus amount as a gesture of goodwill despite the fact that we were not obligated to do so under the agreed bonus terms and conditions.

Given the prior awareness of the rule, we must apply our terms consistently and fairly to maintain the integrity of our promotions and ensure equal treatment of all players.

We always aim to handle matters in a fair and transparent way, and we believe our offer reflects a balanced resolution considering the circumstances.

Best regards,

Team Boabet

Dear Boabet Team,

The mentioned rules (copy from your terms): "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." are CONDITIONAL, not obligatory.

Which means, that the circumstances have to be considered when applying these terms. In my case (only one losing bet breached the terms from 539 by 75 cents, which is an obvious mistake - especially considering it was the last one).

Crediting back the original bonus of 87.5€ with 30x rollover after full completion of the rollover and winning 1248€ (which is cash, not bonus) is NOT a gesture of goodwill.

Crediting back half on the winnings in cash or all winnings with 1x rollover is a goodwill gesture, which other casinos do apply given the circumstances.

Asking you for the last time, kindly CONSIDER the circumstances, if you apply a CONDITIONAL rule.

Dear Boabet Team,

Thank you for your response and for clarifying your position considering the broader context.

Dear charlie1x,

I appreciate your viewpoint and acknowledge that other casinos might occasionally demonstrate greater flexibility in reaching a consensus. However, as I have previously indicated, the broader context of this case plays a significant role in its overall assessment. You were already well aware of the bonus terms, particularly the maximum bet restriction, which makes it very difficult, if not directly impossible, to disregard the breach entirely.

Testing the boundaries of the rules can, unfortunately, lead to complications, even when there is no ill intent involved.

Overlooking or perhaps disregarding terms and conditions that you agreed to does not constitute a valid justification for non-compliance. After all, you have agreed with the casino's terms and conditions, and it is your responsibility, just like any other player's, not to violate the rules.

While I would prefer finding a more user-friendly consensus, considering all the circumstances, I cannot reasonably fault the casino for applying its established rules.

I do want to point out that the casino did extend an offer to restore your bonus, which, given the circumstances, seems to reflect at least some willingness to find common ground. I completely understand if that offer doesn't feel sufficient from your perspective, and you are absolutely within your rights to decline it. Please know that I respect your decision; however, there is nothing that can be done with this further, and the casino has already conveyed their final decision.

If you still believe the casino has wronged you or acted unfairly against you, you are free to pursue your case with the casino's licensing authority or any other relevant authority in your jurisdiction; however, we are not able to provide any further assistance with this matter, as we have reached the limit of what we can do here.

Although this is not the outcome I would prefer, considering all the above, I must consider this complaint to be Unjustified as you have indeed breached the rules. I can only encourage you to familiarise yourself with and, of course, follow the casino rules to avoid any unpleasant situation in the future.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru