BetBoom Casino - Виграш гравця конфіскується двічі після виконання вимог щодо ставок.

Dear Guro Team, I would like to express my indignation towards this betting site.

On June 22, 2023, I received a promotional email to make a deposit using the code RELOAD in order to receive a 75% deposit bonus. I receive this offer every Thursday. I followed through and deposited 60,00 BRL, securing a 75% bonus — a total sum that is subjected to a rollover of 1.335,00 BRL. I managed to secure a BIGWIN in the Book of Nibelungem game with a bet of 1,00 BRL and won 930,00 BRL. My balance was at R$1242,86 BRL and I had 35% left to fully complete the rollover. When I finally completed it, my balance instantly decreased to R$ 90,00 BRL. I sought out the support team who informed me that I allegedly violated the terms by placing a 5,00 BRL bet, despite 75% of my rollover bets being exactly 1,00 BRL. I only played one 5,00 BRL game where its minimum wager was just that. I was left very upset and helpless by this occurrence. Consequently, I refrained from depositing into Betboom for a while. On Thursday, August 24, 2023, an identical situation occurred, the balance I had managed to build up was again reduced to R$ 90,00 BRL. This seems like a tactic they employ and it feels as if they're misleading gamblers and exploiting nonexistent rules. So, Betboom, what did I do this time for you to sweep away my balance again? I sent them an email requesting my self-exclusion from this exploiting platform. What kind of bonus is this anyway? I use numerous betting sites and all the money we win in a rollover is totally ours. My ID: 26-430204.

Betboom, I am not your guinea pig — you cannot let me win, complete the rollover, and then redistribute my prize.

I urge all gamblers to steer clear from this platform as you'll inevitably fall into the same trap. You are not a trustworthy or honest casino. I have got all the necessary documentation and screenshots as evidence.

Caro equipe Guro, gostaria de mostrar a minha indignação com essa casa de aposta.

No dia 22/06/2023 recebi uma oferta no meu email para efetuar um depósito com o código RELOAD e ganhar um bônus de depósito de 75%. Todas as quintas-feiras eles enviam para o e-mail essa oferta. Efetuei o depósito de 60,00 BRL e ganhei 75% de bônus para cumprir o rollover de 1.335,00 BRL. Conseguir acertar um BIGWIN no jogo book of Nibelungem com uma aposta de R$ 1,00 BRL e ganhei 930,00 BRL o saldo ficou em R$1242,86 BRL e ainda faltava 35% para eu terminar de cumprir o rollover, e quando finalmente completei o rollover com um saldo de R$ 1.100,00 BRL o saldo automaticamente mudou para R$ 90,00 BRL. Entrei em contato com o suporte e ele me disse que eu tinha violado os termos porque eu tinha feito um aposta de 5,00 BRL. Sendo que 75% do que eu apostei no rollover foram tudo com aposta de 1,00 BRL. Só joguei em um jogo de de 5,00 BRl a posta mínima do próprio jogo era essa. Eu fiquei tão indiguinada com isso, e não pude fazer nada. Aí passou, eu fiquei esse tempo todo sem depositar na betboom. Quando foi quinta-feira dia 24/08/2023 fiz o mesmo depósito com o mesmo bônus RELOAD, e não ganhei muito mais conseguir juntar R$ 120,00 BRL e aconteceu a mesma coisa, eles sugaram todo o saldo e só deixaram 90,00 BRL de novo, e isso é prática deles, mentindo para os apostadores com regras inexistentes para usufruir do nosso dinheiro. E dessa vez Betboom foi o quê que eu fiz para vocês roubarem meu saldo de novo? Eu enviei um e-mail para eles, solicitando a minha autoexclusão dessa plataforma oportunista e sugadora do dinheiro dos apostadores. Que espécie de bônus é esse rapaz? Jogo em diversas casas de apostas e todo o dinheiro que conseguimos no rollover é nosso. Meu ID: 26-430204.

Eu não sou sua cobaia Betboom para ganhar, cumprir o rollover e depois não receber meu prêmio.

Caro apostadores caiam fora dessa plataforma, irá acontecer o mesmo com vocês. Vocês não são um Casino confiável e honestos. Tenho todos documentos e prints.

Dear Aneoiteiro,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly that on August 24, 2023, the casino justified confiscation of your winnings due to a breach of the maximum bet rule?

Does the disputed amount of R$1000 represent your winning from the 2 bonuses altogether?

Do I understand correctly your self-exclusion is already active and you lost access to your casino account?

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

Best regards,

Tomas

Dear Tomas, good afternoon. It's an honor to speak with you first. There were two amounts confiscated Tomas, a recharge I made on 06/22/2023 in the amount of 60 BRL to win the 75% bonus. And I had 105.00 BRL in my Balance to fulfill the rollover of 1,336.00 BRL. I managed to finish the rollover with 1,100.00 BRL in balance and I had the 1,000.00 BRL confiscated. I only won 90 BRL. And the other deposit was made on 08/24/2023 in the amount of 60 BRL and I won the same bonus 75% fulfilling the rollover and I ended the rollover with 120 BRL of balance and had the balance confiscated again, they only released 90 BRL. So I could see that this is an abusive practice of this casino. It means that the money I earn, I only receive 90 BRL. I myself sent an email to the company requesting the self-exclusion of my Tomas account, as I cannot trust a Casino with abusive and deceptive practices with its players. How absurd and humiliating.

Betbom I'm not a prostitute nor a bitch to work as guinea pigs for you.

I go to all the trouble of depositing my money, trying my luck, and when it's time for me to collect the prize, you take all my money. If you touch you bastards!

Querido Tomas boa tarde. É um honra falar com você primeiramente. Foram dois valores confiscados Tomas, uma recarga eu fiz no dia 22/06/2023 no valor de 60 BRL para ganhar o bônus de 75%. E fiquei com 105,00 BRL no Saldo para cumprir o rollover de 1.336,00 BRL. Conseguir terminar o rollover com 1.100,00 BRL de saldo e tive os 1.000,00 BRL confiscados. Só ganhei 90 BRL. E o outro depósito foi realizado no dia 24/08/2023 no valor de 60 BRL e ganhei o mesmo bônus 75% cumprir o rollover e terminei o rollover com 120 BRL de saldo e tive o saldo confiscado de novo só liberaram 90 BRL. Então eu pude perceber que isso é uma prática abusiva desse casino. Quer dizer que o dinheiro que eu ganhasse, eu só recebo 90 BRL. Eu mesma passei um e-mail para a empresa solicitando a autoexclusão da minha conta Tomas, pois não posso confiar em um Casino com práticas abusivas e enganosas com os seus apostadores. Que absurdo e humilhante.

Betbom eu não sou uma prostituta e nem uma vadia pra trabalhar de cobaias para vocês.

Tenho todo o trabalho de depositar meu dinheiro, tentar a sorte e quando chega na hora de eu receber o prêmio, vocês ficam com todo o meu dinheiro. Se toquem seus safados!

Thank you very much for your reply.

you wrote:

I sought out the support team who informed me that I allegedly violated the terms by placing a 5,00 BRL bet, despite 75% of my rollover bets being exactly 1,00 BRL. I only played one 5,00 BRL game where its minimum wager was just that.

Do you have your interaction with casino support saved? Could you please share it with us? Post it here or send the information to my email at tomas@casino.guru

I'll await your reply.

Hello my dear Tomas, sorry for the delay in responding, I do have the conversation in print, I even asked them not to do that, and I even requested an agreement.

I just sent you an email with the conversation in print.

Thank you for your help.

Olá meu querido Tomas, desculpe a demora na resposta, tenho sim a conversa em print, inclusive pedi para eles não fazerem isso não, e solicitei até um acordo.

Acabei de te enviar um e-mail com a conversa em print.

Obrigada pela ajuda.

Thank you for your message.

Could you please specify how many bets 5 BRL bets have you made?

Hello Tomas, good afternoon, the game I played was JOKER RA by ENDORPHINA, the minimum bet is 5 BRL. And I bet about 200 BRL on this game. On their own website there is a list of games written to play with bonus balance, and this game was on that list. So I had no fault and much less intention.

Olá Tomas boa tarde, o jogo no qual eu joguei foi o JOKER RA da ENDORPHINA, a aposta mínima é 5 BRL. E eu cheguei a aposta uns 200 BRL nesse jogo. No próprio site deles tem a lista dos jogos escrito para jogar com saldo de bônus, e esse jogo estava nessa lista. Então eu não tive culpa nenhuma e muito menos intenção.

I checked the casino terms and conditions and didn't find any limitation about the maximum bet when playing with a bonus.

At most, I found this:

How did the casino inform you about the value of the maximum bet while playing with a bonus?

Good morning my dear Tomas, I was only informed about this article about the maximum bet allowed with the bonus in the chat and shortly after having my balance confiscated. What they did to me is completely absurd, I didn't expect such an attitude. Lack of respect for your bettors. I hope other people don't go through what I went through. I was so sad and humiliated, I spent hours and hours playing, and when it was time to receive the prize, this happened. It's too revolting.

Bom dia meu querido Tomas, só fui informada desse artigo de aposta máxima permitida com o bônus no chat e logo após ter tido o saldo confiscado. Um absurdo total isso que eles fizeram comigo, não esperava uma atitude dessas. Falta de respeito com seus apostadores. Espero que outros pessoas não passem pelo o quê eu passei. Eu fiquei tão triste e humilhada, passei horas e horas jogando, e na hora de eu receber o prêmio, acontece isso. Chega ser revoltante demais.

Good afternoon Guru and dear client!

I have dealt with your complaint.

You have been offered a RELOAD BONUS.

75% upon deposit.

You made a deposit of 60 BRL

Received 45 BRL to your bonus account

60BRL*75%=45BRL

The conditions stated that the maximum win cannot exceed x2 of the bonus.

45BRL*2=90BRL

The remaining funds are burned.

Добрый день Guru и уважаемые клиент!

Я разобрался с вашей жалобе.

Вам предложили RELOAD BONUS.

75% при депозите.

Вы сделали депозит 60 BRL

Получили 45 BRL на бонусный счет

60BRL*75%=45BRL

В условиях была сказано, что максимальный выигрыш не может превышать х2 от бонуса.

45BRL*2=90BRL

Оставшиеся средства сгорают.

Thanks for the explanation to the casino representative.

Dear Aneoiteiro,

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Please let me know if there is any additional information regarding the complaint otherwise we'll close it.

It's okay to close. They don't even know what they're talking about! One time I broke the rules, another time it was the T&C of the gain that exceeds. Honestly, who would want to risk 60 BRL for 90 BRL? 30 BRL in Profit??? These are inadmissible facts. The correct answer is: Run away from this Casino as soon as possible, dear gamblers.

Tudo bem pode encerrar. Nem eles mesmo sabem o quê falam! Uma hora eu infringir as regras, outra hora foi o T&C do ganho que ultrapassa. Sinceramente quem é que vai querer arriscar 60 BRL por 90 BRL? 30 BRL de Lucro??? São fatos inadmissíveis. A resposta correta é: Fujam desse Cassino o quanto antes caro apostadores.

I can understand your frustration.

Bonuses often are there to allow you more possibilities to win, however, you are then often limited in how much you can win, need to complete wagering requirements, and often are limited in how much you can bet per game round.

We'll reject the complaint as per your request.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino.

We are here to help.