Booi Casino - Hráčův účet byl zablokován.

Good morning, I made a deposit on this platform and they did not refund my amount, I still earned another 400 reais and they were not credited, they blocked my account summarily and it was not possible to recover the amounts, until now waiting for a response from this platform.

Bom dia eu fiz um deposito nessa plataforma e não me devolveram meu valor, ainda ganhei mais 400 reais e não foram creditados, bloquearam minha conta sumariamente e não foi possível reaver os valores, até agora aguardando uma resposta dessa plataforma.

Dear ranyerecarvalho,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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've been playing on this platform for about 15 days, the game I play is slot machines, I accumulated it, it wasn't a bonus, I just wanted my lost money back

Eu jogo nesta plataforma tem uns 15 dias, o jogo que eu jogo é caça-níqueis,Eu acumulei, não foi bônus, eu só queria de volta meu dinheiro perdido

Thank you, ranyerecarvalho, for your reply. Could you please advise how much was your active balance when your account was blocked?

My active balance was 500 reais, no bonus, just earnings

Meu saldo ativo era 500 reais, sem bônus, apenas ganhos

Thank you very much, ranyerecarvalho, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

So far nothing has been resolved.

Até agora não foi resolvido nada

Hello ranyerecarvalho,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear Booi Casino,

Can you please provide some information on why the player's account was blocked? 

Hello @all,

Let me explain this case. The complainant has created 2 accounts and used welcome bonus twice. Our terms 8.2 and 15.3 were violated, both accounts are blocked. Moreover on account "ranyerebrother" player withdrew more than deposited, so there is no financial damage for the player. 

Best regards, Booi

Thank you for the response, Booi Casino.

Please forward supporting evidence to me at michal.k@casino.guru

Dear ranyerecarvalho,

Can you please explain the above-mentioned? I kindly ask you for a truthful answer.

@Michal

Just sent, please check.

Regards, Booi

The real answer is the following: I created a second account because I wasn't able to access the first one due to a login problem. I could not create a second account on the site, about this issue they are claiming is just that they see that I was playing with only one account, this secondary one I used until when the first one was resolved the issue of not being able to enter it, I believe my money and not even the account will be refunded because they don't want me in their casino because I won a lot, I didn't use any hacks or anything like that, I just got lucky and managed to win, there's still 500 reais withheld in the ranyerebrother account

A resposta verdadeira é a seguinte eu crie uma segunda conta porque não estava conseguindo acessar a primeira por problema no login por isso eu criei e assim eu fiz realmente essa segunda conta porque não cheguei a ler os termos do site e por conta disso não sabia que não poderia criar uma segunda conta no site, sobre essa questão que eles estão alegando é apenas eles verem que estava jogando apenas com uma conta, essa secundária eu usei até quando a primeira foi resolvida a questão de não conseguir entrar nela, acredito que meu dinheiro e nem a conta vai ser reavidos porque eles não querem eu no cassino deles por conta que eu ganhei bastante, não usei nenhum hack e nem nada do tipo, apenas fui na sorte e conseguir ganhar, ainda tem 500 reais retidos na conta ranyerebrother

Dear ranyerecarvalho,

We have received strong evidence from Booi Casino, that you have opened and played on multiple accounts, which even you confirmed. This is in breach of the casino's terms and conditions as mentioned here

8. REPEAT REGISTRATION AND DUPLICATE ACCOUNT 

8.1 If the Player needs to re-register the Account on the Website due to loss of access to the initial Account or for another valid reason, the Player must notify Booi of the desire to re-create the Account and get the permission of the Casino before registering it. 

8.2. The re-registration without prior approval from Booi will be regarded as fraud. In this case, Booi has the right to block all the Player's Accounts and 

declare all transactions made on the Gaming Accounts of all the Accounts invalid; invalidate all refunds, winnings or bonuses that the Player has received while using the active Accounts; The Player is obliged to return to Booi all the funds withdrawn from the Gaming Accounts of all the Accounts on demand of the Casino; Booi reserves the right to make decisions on the return of any lost funds that were used for betting from the Gaming Accounts of all the Accounts one-sidedly, 

8.3 Booi does not accept requests for the return of lost funds and initial deposits from Gaming Accounts in the case of intentional creation of duplicate account(s) in order to receive bonuses and other promotional offers, as well as in the case of opening duplicate accounts in order to return the initial deposits to the Gaming Account of any of the Account(s), what will be regarded as an attempt to intentional abuse.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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