Boo Casino - Se deniega el retiro del jugador y se confiscan las ganancias.

Good afternoon,

I need your help to report the casino BOOCASINO.

They provided me with 5 free spins on a game which I played and earned some winnings.

When I tried to withdraw my winnings, they asked me to make a minimum deposit of s/40.00, which I proceeded to do.

I then tried to withdraw again, only to discover that they now required me to play a certain amount before I could make a withdrawal.

I continued playing various games in the casino, continued winning, and finally met the playing requirement for withdrawal.

I went to the withdrawal option and successfully completed the process, entered all the necessary data, and waited for the deposit. Everything seemed fine; they even sent an email regarding the withdrawal and the waiting period.

Today, I received an email from the casino stating that the deposit was denied due to violation of rules. As mentioned above, I followed all of their procedures to withdraw my winnings.

They also informed me that all my winnings were being removed, and they were only allowing me to keep my initial deposit.

I am wondering why they accepted my withdrawal and allowed me to meet their requirements, which were clearly stated on the casino's website, only to deny my request.

At no point was I blocked from withdrawing the money or informed of any other requirements.

I am deeply disappointed by the way this casino operates, as it seems they are exploiting the time players invest in their platform and seizing their winnings unreasonably.

It's highly unprofessional for a casino to toy with the hopes of players in this way.

I have attached the following pictures:

1 - Deposit of s/40.00

2 - Requested a withdrawal of s/700.00 and the confirmation from boocasino.

3 - Response from boocasino - taking away all the winnings.

I hope you can assist me with this matter.

Buenas tardes, estimados

Necesito de su ayuda para denunciar al casino BOOCASINO.

El cuel me dio 5 giros gratis en un juego el cual procedí a jugar y gane cierta cantidad de dinero.

Cuando quise realizar el retiro de lo gano me pedí que tenía que realizar un depósito mínimo de s/40.00 el cual precedi a realizar.

Luego me dirigí de nuevo a la opción de retiro y me di con la sorpresa de que ahora me pedía de requisito jugar cierto suma para poder realizar el retiro.

Bueno procedí a seguir jugando en distintos juegos del casino el cual me iba ganando y cumplí con el requisito de jugar la suma que indicaban para poder realizar el retiro.

Luego voy a la opción de retiro y puede realizar el proceso sin inconvenientes y puse todos los datos que me pedían para que me hagas el depósito hasta ese punto todo bien, me enviaron correo sobre el retiro que iba realizar y el tiempo de espera.

El día hoy me llega un correo del casino el cual me decía que el depósito fue denegado porque incumplía las reglas. Lo cual según explicó lias arriba segui su procedimiento para poder retirar.

Y también me indicaban que me estaban quitando toda la ganancia obtenida y que solo me dejaban que me saldo que deposite.

Mi pregunta es porque me aceptaron realizar el retiro y cumplir con sus requisitos que si estaban claros en las misma página del casino.

Porque en ningún momento me bloqueo para retirar el dinero o que tenía que cumplir un requisito más.

Me siento muy decepcionado de la forma de actuar este casino porque es dable que emplees tiempo para jugar en su plataforma y una vez ganes procedas a realizar los el retiro y te salgan con algo así.

Es poco profesional jugar con las ilusiones de jugadores por parte de este casino.

Les adjunto la imagen

1 - Depósito de s/40.00

2 - Retiro que solicite de s/700.00 y la confirmación de boocasino.

3 - Repuesta del boocasino - quitándo todo lo ganado.

Gracias espero me puedan ayudar en este tema

Dear diegor428,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you redeemed any free bonuses from this casino in the past?
• Have you been informed which exact rule has been breached and why your winnings were voided?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

I entered to play because they gave me 5 free spins of which I was winning up to a certain amount and then I carried out the withdrawal procedure which told me to meet 2 requirements.

1- Make a deposit

2- Playing a certain number of times reaches the amount indicated.

3 - I was now able to make the withdrawal.

4 - they allege that the following.

Dear Diego Rodríguez,

Upon reviewing your withdrawal request, we see that a number of bets were placed greater than 10% of the bonus credited to your account. According to 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 site.

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

I believe that you will see your requirements met when you start playing and another that this entire gaming process and the winnings will happen in a few hours. Not to say that they were after days that I requested a withdrawal.

The truth is that I feel very uncomfortable that this type of inconvenience happens and its filters or rules are not reflected in the same game as they ask you for the requirements to make a withdrawal.

I am attaching proof of the profits I was making at the casino.

Thank you, I hope you can help me and that something similar happens to other people.

Ingrese a jugar porque me dieron 5 giros gratis de los cuales estuve ganando hasta una cierta cantidad y luego realicé el procedimiento de retiro el cual me indicaba cumplir 2 requisitos.

1- Realizar un depósito

2- Jugar una cierta cantidad de veces esta alcanza el monto que indicaban.

3 - Ya pude realizar el retiro.

4 - ellos alegan que lo siguiente.

Estimado Diego Rodríguez,

Al revisar su solicitud de retiro, vemos que se realizaron una cantidad de apuestas superiores al 10% del bono acreditado en su cuenta. Según los Términos y condiciones del bono, esto no está permitido.

Por lo tanto, cancelamos su solicitud de retiro y anulamos las ganancias.

Nos disculpamos por cualquier inconveniente y decepción, y te invitamos a continuar jugando en nuestro sitio.

Si tiene alguna pregunta, responda a este correo electrónico o comuníquese con nuestro servicio de atención al cliente a través del chat en vivo en nuestro sitio.

Creo el a ver cumplido sus requisitos al momento de iniciar a jugar y otro que todo este proceso de juego y las ganancias paso en unas horas. Ni para decir que fueron después de días que estoy solicitado un retiro.

La verdad me siento muy incómodo que suceda este tipo de inconvenientes y sus filtros o reglas no estén plasmadas en el mismo juego así como te piden los requisitos para realizar un retiro.

Le adjunto pruebas de las ganancias que iba obteniendo en el casino.

Gracias espero me puedan ayudar y que les pase algo igual a otras personas.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Could you please advise how much were your winnings from Free Spins?
• After accumulating certain winnings from Free Spins, you had to wager this amount, is that correct?

Dear diegor428,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.