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Winnings confiscated after unclear bonus terms – warning email not received due to full Gmail storage

I played at Boabet Casino and received a bonus. Later, my winnings were confiscated due to an alleged violation of the bonus terms. The casino claims that they warned me via email, but I never received the warning because my Gmail account was full, and I wasn’t aware of any incoming messages.

The bonus terms were written in very small print, and I did not clearly understand that certain actions (e.g., max bet or restricted games) were prohibited. I acted in good faith and would never have intentionally broken the rules.

I believe the casino should have ensured that I understood the rules more clearly, and given that I never received their warning, I am asking Casino Guru to help me get my winnings back or to find a fair solution.

Thank you in advance.

Dear Attila2108,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BoaBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have you completed the wagering of the bonus before your winnings were confiscated? 
• Has the casino provided any clear explanation of which exact bonus terms you have breached? 
• Can you please provide any communication with the casino support regarding their accusations? Please, send any relevant emails or chat logs to my email at [email protected].

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Subject: Winnings Confiscated Due to Unclear Bonus Terms – Warning Email Not Received Due to Full Gmail Storage

Dear Natalia,

Thank you for your response and for taking the time to look into my case.

I played at Boabet Casino and received a bonus. Later, my winnings of 406,000 HUF were confiscated, citing a violation of the bonus terms. The casino claims they sent a warning email, but I never received it because my Gmail inbox was full at the time, so I was unaware of any incoming messages.

Below is the message I received from them, stating that my winnings were confiscated due to violating the Max Bet rule outlined in section 10:

"Hi Rácz Attila,

We hope this email finds you well.

We would like to inform you that after reviewing your account, we had to take action regarding the violation of our Terms and Conditions. Specifically, 406,000.00 HUF in winnings was confiscated from your account due to a violation of the Max Bet rule mentioned in section 10. Please note that we previously warned you about this issue.

Additionally, we have disabled the ‘Invite a Friend’ feature on your account due to misuse of this option.

We understand this may be disappointing, but we must adhere to our rules to maintain a fair and safe environment for all players. If you have any further questions or concerns, please feel free to reach out.

Thank you for your understanding.

We look forward to your response. Have a great day!

Best regards,

Customer Support

Boabet"

The bonus terms were written in very small print and were not clearly highlighted. I was not aware that certain actions (such as the maximum bet or restricted games) were prohibited. I played in good faith and would never intentionally break the rules. Had I received the warning email, I would have immediately adjusted my gameplay.

Additionally, I am left wondering: if the maximum bet on the roulette is not allowed to exceed 10,000 HUF, why did the system allow me to place a bet higher than that? Why did the system not automatically restrict the bet if there was such a rule in place? If the rule truly existed, why wasn’t it actively applied by the system to prevent such a violation?

I also do not understand why the "Invite a Friend" option was disabled, as I did not misuse this feature in any way. I have never violated any rules regarding this feature, so I am unclear as to why this action was taken.

If I did indeed break any rules, I was not aware of it, as the terms were not clear to me, and I did not receive any feedback or warnings about anything being wrong with my actions during gameplay.

I feel that the confiscation of my winnings is unfair, and I respectfully request your assistance in investigating this matter.

Thank you very much for your support!

Best regards,

Attila2108

Dear Attila2108,

Thank you for your response. Can you still log into your account? If yes, do you have access to your betting history / gameplay? Could you please share it with us? You can attach it here or send it to my email at [email protected].

I have checked the general bonus terms and conditions of the casino and have found the following information:

10. Maximum bet restrictions

Users are not permitted to wager more than €6.25 in Bonus Funds per transaction in slots and/or video bingo, or more than €25 in Bonus Funds per transaction in table games.

Upon checking current exchange rates, 10,000 HUF should be approximately 25 EUR. Our position is closely explained in Fair Gambling Codex: 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 the relevant communication between you and the casino, and we will analyze it.

Thank you in advance for your reply. 

Best regards,

Natalia

Dear Attila2108,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru