Boo Casino - La solicitud de retiro del jugador fue cancelada debido a un supuesto incumplimiento en la apuesta máxima.

Good afternoon, I requested a withdrawal of 1,000 reais on 01/02. They sent an email cancelling my withdrawal.

They informed me that I needed to wager 10% of the bonus. My bonuses were 96 reais. No bets were made over 9.60, in line with the 10%. They do not want to pay. They cancelled with explanations that do not exist.

Boa tarde solicitei uma retirada de 1.000 reais no dia 01/02 . Mandaram um email cancelado meu saque

Informando que deveria apostar 10% dos bônus. Meus bônus foram de 96 reais . Não foi feita apostas maios 9,60 conforme os 10% . Não querem pagar . Cancelaram com explicações que não existem .

Dear nyquemarques, 

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

Our position on the maximum allowed bets 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 veronika.l@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, 

Veronika

It won't help. You'll look and they won't pay. My bets were placed at a maximum of 2.00. They won't pay..even if you say

Here you don't force them to pay. They just talk and it's the players who lose out.

Não vai adiantar . Vc vai olhar e eles não vão pagar . Eu minhas apostas foram feitas no máximo 2,00 . Eles não vão pagar ..mesmo vc falando

Aqui vcs não obrigam eles pagarem . Só falam e quem fica no prejuízo são os jogadores .

Please understand that if you don't provide us with your gaming history, we will not be able to check your bets and confront the casino.

There are 86 pages. It's easier if I give you the login and password. Then I change the password. 86 betting pages. That's why I didn't make big bets.

São 86 páginas. Mais fácil eu ta passar o login e a senha . Depois eu mudo a senha . 86 páginas de apostas . Por isso não fiz apostas altas .

As I explained before, I need your gaming history in Excel format. You have to request it from the casino customer support. Then send it to my email address, veronika.l@casino.guru. Thank you.

Good morning, I sent the email requesting it, as the attendant said. And so far they haven't responded to me.

Bom dia enviei o e-mail solicitando , conforme o atendente passou . E até o momento não me responderam.

Another house that won't pay off and casino guru doesn't help at all. Just leave it on record, that they don't pay.

Mais uma casa que não vai pagar e casino guru, não ajuda em nada . Só deixa registrado msm , Que não pagam .

Thank you very much, nyquemarques, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nyquemarques,

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

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

Dear Boo Casino,

Can you please provide information on when the player breaches the rule of max bet?

Please provide any supporting evidence for your claim to michal.k@casino.guru

Hello all,

Thank you for reaching out to us.

We are working on gathering the requested information and it will be sent to the provided email address as soon as possible.

Thank you for your patience in advance.

Best regards,

BooCasino

It will take 15 days to respond and they will not pay.

Vão demorar 15 dias para responder e não vão pagar .

Hello all,

Please note that the requested information has been sent to michal.k@casino.guru .

If anything further is needed, just let us know.

Dear BooCasino Team,

Thank you for the provided information and evidence.

Dear nyquemarques,

I was provided with evidence supporting the casino's decision.

Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software. Given that you have previously played with a bonus, awareness of this rule is presumed. Consequently, we cannot attribute the breach to mere coincidence, and the casino has acted in accordance with its terms and conditions, particularly regarding the maximum bet rule::

• Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two)

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - breaching the maximum bet rule on multiple occasions while playing with the bonus.

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,

Michal

Casino Guru