Boo Casino - プレーヤーの賞金は没収されました。

Good Morning.

I made a withdrawal request in the amount of BRL 1,400.00 and received the following response:

"On reviewing your withdrawal request, we see that multiple bets have been placed in excess of 10% of the bonus credited to your account. As per the Bonus Terms and Conditions, this is not allowed.

Therefore, we cancel your withdrawal request and void the winnings.

We apologize for any inconvenience and disappointment and invite you to continue playing on our website.

If you have any questions, please reply to this email or contact our customer support via live chat on our website."

It turns out that my Bonus balance was BRL 13.50, that is, 10% of that balance is BRL 1.35. If you check the betting history, only a few bets were above this value of R$ 1.35 and did not contribute to increasing my real balance, in fact it only reduced my previous winnings. On January 02, 2023 at 23:20 in Brazil time (03/0123 01:02 time in the history of the site), I had a win in the amount of R$ 1,915.22 in the game "Gates of Olympus" and I continued playing and it was the from that gain I had some bets over R$ 1.35 where my real balance only decreased.

I think it is unfair to receive this response and even more so the attitude of nullifying the gains honestly achieved within the platform.

I would like my betting history to be analyzed again and my money returned.

Thanks.

Bom dia.

Fiz uma solicitação de retirada no valor de R$ 1.400,00 e recebi a seguinte resposta:

"Ao revisar sua solicitação de saque, vemos que várias apostas foram feitas superiores a 10% do bônus creditado em sua conta. De acordo com os Termos e Condições do Bônus, isso não é permitido.

Portanto, cancelamos sua solicitação de retirada e anulamos os ganhos.

Pedimos desculpas por qualquer inconveniente e desapontamento e convidamos você a continuar jogando em nosso site.

Se você tiver alguma dúvida, responda a este e-mail ou entre em contato com nosso suporte ao cliente por meio do bate-papo ao vivo em nosso site."

Acontece que meu saldo de Bônus era de R$ 13,50, ou seja, 10% desse saldo é R$ 1,35. Se verificar no histórico de apostas somente algumas apostas foram acima desse valor de R$ 1,35 e não contribuíram para o aumento do meu saldo real, na verdade só diminuiu o meus ganhos anteriores. No dia 02 de janeiro de 2023 ás 23h20 no horário do Brasil (03/0123 01h02 horário do histórico do site), eu tive um ganho no valor de R$ 1.915,22 no jogo "Gates of Olympus" e continuei jogando e foi a partir desse ganho que tive algumas apostas acima de R$ 1,35 onde só diminuiu meu saldo real.

Acho injusto receber essa resposta e mais ainda a atitude de anulação dos ganhos conquistados honestamente dentro da plataforma.

Gostaria que fosse analizado novamente meu hostórico de apostas e meu dinheiro devolvido.

Obrigado.

Dear TanSaluceste,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"4. Betting more than €4 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game"

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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina, how are you?

As I informed when opening the complaint, I had some bets a little above 10% but these bets did not contribute to the increase as explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max- bets where he says: " Without the maximum bet rule, bonus abusers could get a bonus from a casino and try to multiply it quickly by making big bets.". On the contrary, the bets I made only reduced the amounts I had won at Boo Casino as you can see in the attached images.

The bets after winning were R$ 1.60 in some matches they did not exceed 12% of the Bonus value, by the value you can see that it was not something dishonest and/or to take advantage of Boo Casino. All other bets went below that amount.

On January 3rd, I contacted the live chat (attached) asking about the withdrawal and the attendant informed that I could request the withdrawal at any time even without the deposit, I informed that it was not possible because the system requested a deposit for that and after confirming that I would be able to withdraw, I made a deposit of R$ 25.00 precisely to carry out the withdrawal that was previously confirmed with the Boo Casino attendant.

I got to know Boo Casino playing these free spins and I liked the platform, I just think the company should check with the gaming provider for more detailed betting details and I'm sure they didn't find any abuse attempts.

Boo Casino should value the player more of their platform.

Awaiting return.

Thanks.

Oi Kristina, tudo bem?

Conforme informei na abertura da reclamação, tive algumas apostas um pouco acima dos 10% porém essas apostas não contribuíram para aumento como é explicada no Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets onde fala: " Sem a regra da aposta máxima, os abusadores de bônus poderiam obter um bônus de um cassino e tentar multiplicá-lo rapidamente fazendo grandes apostas.". Pelo contrário, as apostas que fiz só diminuiram os valores que eu havia ganhado no Boo Casino como pode ver nas imgens anexas.

As apostas após o ganho foram de R$ 1,60 em algumas partidas não ultrapassaram 12% do valor do Bônus, pelo valor você consegue perceber que não foi algo desonesto e/ou para tirar vantagem do Boo Casino. Todas as outras apostas foram abaixo desse valor.

No dia 03 de janeiro entrei em contato com o chat ao vivo (anexo) questionando sobre a retirada e o atendente informou que eu poderia solicitar a retirada a qualquer momento mesmo sem o depósito, informei que não era possível pois o sistema solicitava um depósito para isso e após a confirmação de que eu conseguiria sacar fiz um depósito de R$ 25,00 justamente para realizar a retirada que foi confirmada anteriormente com o atendente do próprio Boo Casino.

Conheci o Boo Casino jogando essas rodadas grátis e gostei da plataforma, só acho que a empresa deveria verificar com o provedor de jogos para obter os detalhes das apostas mais detalhadamente e tenho certeza que não encontraram quaisquer tentativas de abuso.

O Boo Casino deveria valorizar mais o jogador de sua plataforma.

Aguardo retorno.

Obrigado.

Thank you very much for your reply, TanSaluceste. In order to judge your case fairly, I will need to see the whole game history starting from the moment you activated the bonus. Could you please forward it to my email address? If possible, a PDF document or excel sheet would be preferred. Thank you for your cooperation.

Hi Kristina.

I contacted Boo Casino Chat and they don't have the option to download the Bet History (image attached). Faced with the resistance of Boo Casino to release this information, I decided to gather this information by entering each of the bets and created a spreadsheet with all the betting information since the beginning of my activities within the platform. I'm forwarding this worksheet to your email because I can't attach it here.

Awaiting return.

Thanks

Oi Kristina.

Entrei em contato pelo Chat do Boo Casino e eles não tem a opção de baixar o Histórico de Apostas (imagem anexa). Diante da resistência do Boo Casino liberar essas informações decidi reunir essas informações entrando em cada uma das apostas e criei uma planilha com todas as informações de apostas desde o inicio das minhas atividades dentro da plataforma. Estou encaminhando essa planilha para seu e-mail pois aqui não conseguir anexar.

Aguardo retorno.

Obrigado

I am sorry, but if you repeatedly breached the maximum allowed bet, we are not able to proceed with this case. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.