Boo Casino - 選手の退場が遅れました。

I'm waiting for my payment... so far nothing... they asked for my bank documents and data... I've never seen that... nowadays it's easier pix... then the problem was already solved... ...I invested 25 reais, I earned 1700 and I want the money.... It's rightfully mine... So far, just bullshit

Estou esperando meu pagamento...q até agora nada... pediram meus documentos e dados do banco...eu nunca vi isso...hoje em dia é mais fácil pix...q aí o problema já estava resolvido.....investi 25 reais ganhei 1700 e quero o dinheiro.... é meu por direito...até agora só enrolação

Dear janaynawaltrick88, 

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

Please understand that verification is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes account verification lightly and it might take a few working days to complete this thorough process. 

Could you please advise which identity documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Yes, I sent all the documents...I just think they could send a pix...why do I pay for it when we go to play, do you accept it? It would be easy to resolve...because the deposit is in my name, so I don't see any problem with the payment...because it would be directly in my account...there's no way it can go to third parties...I don't understand all this bureaucracy...

Sim enviei todos os documentos...só acho q poderiam enviar pix ...por q como no pagamento quando vamos jogar vcs aceitam? Seria fácil resolver...pois está em meu nome o depósito então não vejo problema nenhum no pagamento...pois seria direto na minha conta...não tem como ir pra terceiros...não entendo essa burocracia toda ...

I have checked the casino's Terms and Conditions and this is what I found:

7. Deposit and withdrawal transactions

• While we aim to process your withdrawal payouts through your preferred method, we will first process the payments back to the account from where funds paid into your account originated. We may in some cases require that the payout be processed to a bank account or bank card in your name.

Could you please tell me what payment method did you use for depositing? Which method did you choose for your withdrawal to be sent to? Have you been in contact with customer support regarding your withdrawal request?

I used pix to deposit 25 reais in the game... the interesting thing was that there was no way to receive it... only a bank account when withdrawing... yes, I did get in touch

Usei pix para depositar 25 reais no jogo...o interessante q não tinha método nenhum para receber...apenas conta bancária na hora de sacar...entrei em contato sim

They are a bunch of naughty bandits.... I entered my account now and they reset my balance leaving me with only 25 reais....that's easy..they literally deceive...but I will look for my rights and I do not advise anyone to play boo casino ...bunch of crooks

São um bando de safados bandidos.... entrei na minha conta agora e zeraram meu saldo me deixando com apenas 25 reais....assim tá fácil..enganam literalmente...mais o vou procurar meus direitos e não aconselho ninguém a jogar Boo cassino ...bando de bandidos

Why don't you answer now?.... it's easy to deceive... and it wasn't just me... I'd be ashamed of so many bad comments you have.... that way it's easy... you literally steal from me hard face

Por q não respondem agora?.... é fácil enganar...e não foi só eu q fui...eu teria vergonha de tantos comentários ruins q vcs têm.... assim fica fácil... literalmente vcs roubam na cara dura

Has the casino explained to you why your balance was decreased to 25 reais? Do you have any email conversations between you and customer support? If yes, please forward the communication to veronika.l@casino.guru. Thank you.

Dear janaynawaltrick88,

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.

If you didn't solve it... what do you want me to say....

Se vocês não resolveram...querem q eu fale o q ....

Thank you for providing me with all the necessary information. I’d like to invite a representative of Boo Casino to join the conversation and participate in the investigation of the case. Could you please explain your stance on the player's issue in more detail?

Kkk just bullshit... I already uninstalled this crap

Kkk só enrolação...já desistalei essa porcaria

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 janaynawaltrick88 and Veronika,

Thank you for your patience while we were looking into this matter.

Upon checking the players account, we found the following:

The player made a deposit of 25 Reias. In addition, she claimed a deposit bonus promotion, which add 100 free spins to her deposit, on the game Gates Of Olympus.

The player has proceeded to play both her deposit and the free spins.

The free spins winnings amounted to a bonus balance of 54.04, which was a bonus that had a wagering requirement.

During that the time that the player still had a wagering balance on her account, she made bets in the amount of 100, 20, 44.46, etc...

In our T&C's, the following is stated:

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting on a non-slots game, such as a table or card game

4. Betting more than 30 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

The Maximum Betting Rules are an industry standard that is often applied when a player chooses to claim a bonus.

Seeing as the player made bets that were more than 10% of the bonus she claimed, her winnings were voided, as per our T&C's.

We will be happy to provide further information as needed.

Regards,

Boo Casino Representative.

Dear Boo Casino representative,

thank you for getting in touch with us. Could you please forward the player's gaming history in Excel format to veronika.l@casino.guru? We need to check out that the maximum bet rule was broken and close the case accordingly.

Thank you very much for your cooperation.

Hello Veronika,

The file was sent to you.

Thank you and regards,

Boo Casino Representative.

Dear Boo Casino representative,

Thank you very much for providing us with the player's gaming history. After a thorough investigation, we came to the conclusion that the maximum bet rule was indeed breached several times.

Dear janaynawaltrick88,

Our position on the maximum bet rule is closely explained in Fair Gambling Codex. 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.

Due to this reason, your 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.

Best regards

Veronika