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Hi so I have a complaint I want to do for boocasino.com

I deposit 200 mexican pesos and they provided me with 10 free spins on the game Bounding luck which the rules were to to wager 60 times the bonus and you canot bet more than 3.75 per spin . free spins were 3.75 per spin which that means I had to bet 225.00 in total to clear requirements and the maximum you can withdraw is 2000 mexican pesos i did not win anything with the free spins so I kept playing with my funds I had deposit I had 11, 600 when I decided to contact customer care in case I wanted to withdraw I have attached the chat so you can see that customer care rep tells me the funds were available to withdraw and that I had cleared the bonus he said I just needed to deposit 200 pesos which I told him I did deposit 200 pesos do I need to deposit again ? which rep says you are right you have deposit you dont need to deposit the funds available are yours and you can with draw. So I kept playing I started loosing so when I had 9000 pesos left I requested to withdraw and they denied my withdraw saying the following ( you've bet with bonuses either over the 10% allowed amount of the bonus, so the winnings were removed and can't be reinstated. which I have checked my history and if you like I can up load as well I did not bet more than 3.75 and as you can see even customer care said I was good to withdraw now they have removed the winnings and they dont want to pay me can you guys help?

Dear joanlanderos69,

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

I reviewed the casino bonus rules and I found this:

Las siguientes actividades de apuestas no están permitidas hasta que se hayan completado los requisitos de apuesta de este bono:

4. Apostar más de 80 MXN por giro o el 10 % del monto del bono recibido (el menor de los dos) en un juego de tragamonedas*

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 tomas@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,

Tomas

Hi thanks for your assistance I have sent you and email with my history , chat conversation

Thank you very much, joanlanderos69, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello joanlanderos69,

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,

We have tried to look into this matter, however, we cannot find an account with the email address provided on our website.

When investigating each complaint, we make it a point to check the entire account history.

We ask that the player provide us with the email address he registered with us, so that we may check all of the details.

Regards,

Boo Casino Representative.

Thank you for the response, Boo Casino.

Dear joanlanderos69,

Can you please confirm if these details are the same you have registered with Boo Casino?

Player ID: trickito

Player e-mail: joanlandero69@gmail.com

If your casino details are different please provide them.

user name is eltricoso but when i chat with them it shows a nickname trickito

Thank you for providing the details, joanlanderos69.

Dear Boo Casino,

Hopefully, you'll be able to locate the player account now and check if there really was any breach of terms.

Hello Michal and joanlanderos69,

We have carefully looked through this complaint and this is what we found.

In this case, the player played with a mixed balance of a deposit in the amount of 216.38 Mexican Pesos and winnings from free spins, in the amount of 40.50.

Seeing as the spins were wagered, the winnings from them are bonuses and are subject to our Maximum Bet Rule. 

In this case, the player has made 38 bets in the amounts of 6 mexican pesos. That goes against our rule, as due to the players bonus, the maximum he was allowed to bet was 4.5.

When a player claims a bonus, he can see the specific T&C’s of that bonus. 

We will be happy to send the players’ gameplay if needed. 

Regards,

Boo Casino Representative

Thank you for the response, Boo Casino.

The player provided us with screens shots of their gameplay and it doesn't look like there was any bet higher than 6 Mexican pesos (if the amounts visible are in Mexican pesos).

Please forward the full game log of the player and any other supporting evidence of your claim to my email michal.k@casino.guru

wow first my account doesnt exist and now they dont make sense im glad casino guru exist thank you michal for helping me out this is just a waiting game with boo but they sure take your deposits imediatly

Hello Michal.

As requested, I've emailed to you the game history for the player.

Thank you, Boo Casino. I've received the email successfully.

Dear joanlanderos69,

Can you please confirm if you have wagered the bonus playthrough with your deposited real money, or how did you complete the wagering requirement? Was the free spins bonus applicable only in one game or they could be played in various games? As you mentioned that you have deposited 200MXN and you've received 10 free spins, was this a part of a match deposit bonus, or a different bonus?

Hi Michal I replied via email

Dear joanlanderos69,

We have received strong evidence from Boo Casino that you have indeed breached the max bet rule on multiple occasions, so we have to agree with Boo Casinos' decision as Boo Casino has acted according to its bonus T&Cs.

I have sent you an email about this as well.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal