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I've been playing at many casinos for years. At first, I did not pay attention to the license. After some problems with the payout, I have been playing MGA casinos for two years now. Lured by bonuses, I am always ready to sign up for new casinos. So also with BOOCASINO

I have with my money + bonus (deposit 50 euros + 150% bonus) earned a profit of 5000 euros. I mainly played Immortal Romance with 3 Euro bet.

After the win, I had a strange feeling, because the verification of my account was very strange. I know these processes and Boocasino has made it really complicated. Allegedly, I have always been sent emails, which should ask me to submit documents. However, I never received them (not even in spam). Strangely, all the others arrived for example advertising emails. Only through the chat I was able to verify the account. I was very skeptical. In the terms and conditions was that the profit expires, if not within a period, the account has been verified. That's why I put pressure on the employee in the chat so I get a verification. In the saved chat history, I have the promise of verification.

Ultimately, I was struck my profit because I allegedly violated the stakes against the terms and conditions. This is not the case. I can and must speak of fraud here. I have already contacted the MGA and asked for help.

It does not make sense that you classify Boocasino as serious! The opposite is unfortunately the case. I think it's blatant that son can happen an incident with a MGA license. So far, I had full confidence in MGA licensed casinos.

Best regards

Thomas.Hirsing@gmx.de

Ich spiele schon seit Jahren bei vielen Casinos. Zuerst habe ich nicht auf die Lizenz geachtet.  Nach einigen Problemen bei der Auszahlung, spiele ich seit zwei Jahren nur noch MGA Casinos. Angelockt durch Bonuse bin ich gerne immer wieder bereit mich bei neuen Casinos anzumelden. So auch bei BOOCASINO

Ich habe mit meinem Geld+ Bonus (Einzahlung 50 Euro + 150%Bonus) einen Gewinn von 5000 Euro erspielt. Ich spielte hauptsächlich Immortal Romance mit 3 Euro Einsatz. 

Nach dem Gewinn hatte ich schon ein komisches Gefühl, weil die Verifizierung meines Kontos sehr merkwürdig verlief. Ich kenne diese Prozesse und Boocasino hat es echt kompliziert gemacht. Angeblich wurden mir immer Emails gesendet, die mich zu Einreichung von Unterlagen auffordern sollten. Diese habe ich jedoch  nie erhalten (auch nicht im Spam). Komischer Weise kamen alle anderen ZB Werbeemails an. Nur durch den Chat konnte ich eine Verifizierung des Kontos erreichen. Da war ich schon sehr skeptisch. In den AGBs stand, dass der Gewinn verfällt, wenn nicht innerhalb einer Frist das Konto verifiziert wurde. Deshalb war übte ich Druck auf den Mitarbeiter im Chat aus, damit ich eine Verifizierung erhalte. Im gespeicherten Chatverlauf habe ich die Zusage der Verifizierung.

Letztendlich wurde mir mein Gewinn gestrichen, weil ich angeblich bei den Einätzen gegen die AGBs verstoßen hätte. Dies ist jedoch nicht der Fall. Ich kann und muss hier von Betrug sprechen. Ich habe bereits die MGA kontaktiert und um Hilfe gebeten. 

Es ist nicht sinnvoll, dass das Sie Boocasino als seriös einstufen! Das Gegenteil ist leider der Fall. Ich finde es krass, dass son ein Vorfall mit einer MGA Lizenz passieren kann. Bisher hatte ich uneingeschränktes Vertrauen bei MGA lizenzierten Casinos.

Beste Grüße

Thomas.Hirsing@gmx.de

Dear Thomas,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear that you didn’t manage to withdraw any of the winnings that you have accumulated during the bonus play. I checked the General Bonus T&Cs (section Wagering Contributions), and this is what I found:

· Non-allowed games, including "Immortal Romance".

So, it seems you played a restricted game and have, in fact, broken the Bonus T&Cs. I understand that you would prefer if the casino didn’t allow you to play one of the restricted games, but, unfortunately, this is not a common practice. You were not stopped or blocked when you have decided to try your luck on the Immortal Romance.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. If you could specify for me which bonus did you play, and send me a link, that would help me to double-check all the relevant T&Cs. Or, could you forward me any relevant communication between you and the casino regarding this issue? Thank you very much in advance.

Best regards,

Petronela

Dear Thomas,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.