Boo Casino Refusing Withdrawal - Caught Manager Lieing - Help Needed.

[KyleW]

@Skylined87

Deposited 100 euro into Boo casino. Didnt touch bonus balance and and got balance up to 700. Requested them to remove the bonus so I could play restricted games and then withdraw.

Shift manager stated he would remove the bonus if I hadnt touched it. See evidence attached...

Then they refused to remove the bonus (Even though i hadnt touched it) and they started saying the below lies. See evidence attached...

So by this logic he could remove the bonus for another player if that player hadnt touched it but not me?

He then refused to engage with me further.

MGA guidelines and EU consumer law dictates what they are doing here is illegal.

Can someone help?

 

[Orzabot]

As far as i can read in their terms the bonus is not possible to withdraw anyway can only be used for wagering. If I were you i would withdraw now, and make a new deposit on another site and keep the remaining as a nice profit 

 

[I_only_post_wins]

As far as i can read in their terms the bonus is not possible to withdraw anyway can only be used for wagering. If I were you i would withdraw now, and make a new deposit on another site and keep the remaining as a nice profit 

This is what I am trying to do. They are refusing to let me withdraw though. Despite the screen grabs I have. So I’m escalating through all appropriate channels. I was hoping @Skylined87may have a contact there to stop this getting nasty.

 

[Orzabot]

It says in their bonus terms that you have to complete the wager before you will be able to cashout. I could not find anywhere it said it is a non-sticky bonus. I think the chat could only remove the bonus if you had just made the deposit and not played one single spin yet. 

If you look at my other post on this forum i never defend a casino, but in this case i think they are right. 

 

[Skylined87]

Shift manager stated he would remove the bonus if I hadnt touched it. See evidence attached...

If you hadn't touched it, that would be the case yes. But you have played already and assumed the bonus is non-sticky (as in you can cancel it at any time) which is not the case here. And according to their T&C everything seems fine. Nothing I can do here, neither do we promote the mentioned casino.

 

[I_only_post_wins]

It says in their bonus terms that you have to complete the wager before you will be able to cashout. I could not find anywhere it said it is a non-sticky bonus. I think the chat could only remove the bonus if you had just made the deposit and not played one single spin yet. 

If you look at my other post on this forum i never defend a casino, but in this case i think they are right. 

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It’s against EU consumer law to do what they are stating. The casino can have anything they want in their terms but they are superseded by the law. You cannot hold a players cash balance to ransom and you can not impose any form or restriction on a players cash balance if u split cash and bonus. Which boo do. What they are attempting to do is actually illegal and cannot be justified by any terms.

If you hadn't touched it, that would be the case yes. But you have played already and assumed the bonus is non-sticky (as in you can cancel it at any time) which is not the case here. And according to their T&C everything seems fine. Nothing I can do here, neither do we promote the mentioned casino.

See my point above. They can have anything they want listed in their terms, they can’t impose restrictions on cash balance when they separate bonus and cash. What they are attempting to do is illegal. I was hoping you had a contact there maybe. I’ll be escalating to MGA and then EU court.