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Dear Casino Guru Team,

I am writing to request your assistance regarding a dispute I have with an online casino.

The casino in question confiscated the funds in my account, citing a violation of their rules, without issuing any prior warning. I believe this action was unjustified, as the rules were not clearly presented, and any potential breach was unintentional due to the lack of clarity and visibility—especially where terms were hidden in small print or not prominently displayed.

If a rule was indeed violated, I was not aware of it, and I was not given an opportunity to rectify the situation or explain myself. I strongly feel that the confiscation of my funds was disproportionate and unfair.

Therefore, I kindly ask for your help in reviewing my case and, if possible, assisting me in recovering the confiscated amount. I greatly appreciate your time, support, and intervention in this matter.

Sincerely,

Gina ****

Casino username: *****

Dear Lily6563782403590,

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

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

• How was the breach of the casino's rules communicated to you? Has the casino specified particular rules in its terms and conditions?
• Could you please explain what are the consequences you are facing? (Confiscation of winnings, account closure, etc.)
• Have you passed account verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino discussing the issues? Send emails or chat transcripts to my email at [email protected], 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

Dear Tomas,

Thank you for your response to my complaint. Please find my answers to your questions below:

I was informed via email that my winnings were confiscated. Unfortunately, I do not have a copy of the chat conversation, but they told me the same thing there as in the email — that my money was confiscated.

My account has not been closed, I can still play.

I have successfully completed the account verification.

I played roulette to reach my current balance.

I won the amount with the help of a bonus.

I hope this information helps you investigate the issue. Thank you in advance for your assistance!

Best regards,

Lily6563782403590

Thanks for your reply.

Please forward the email you received from the casino accusing you of breach of terms and conditions.

Send the information to my email at [email protected]

Dear Lily6563782403590,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru