RESOLVED - BoogieBet

Hi, I'm a player from Ukraine.

English speak badly , I apologize in advance.

September 3 I took your account no deposit bonus BoogieBet 10EUR, Completed conditions x35 , and turned on my balance sheet 500EUR.Then I write a letter of support , which I invested in PASPORT . There was no answer 7 days . I wrote in a live chat LCB, and helped me . From BoogieBet it received a letter that they do not fit my national passport , and they asked for an international , but I do not have it .I wrote again to the LCB, and they again contacted them , BoogieBet said that they are ready to deal with me and give an answer in the near future . But it took another 3 days and no response . Today, I went to your account and found that my account 0.00 , just zeroed my account for no reason . Support BoogieBet silent .
I suggested that they instead internetsionalpassport (which is not necessary in my country ) to make a deposit with the card in my name . They said nothing and just zeroed account!
The boys , who faced with BoogieBet? What should I do? BoogieBet fraudsters ?

Hi Vladimir Petrenko,

We're sorry to hear that.

Your username was forwarded to the casino rep and we're trying to get him resolve this issue. He promised he would look into it and sort it out and we haven't heard from him since Friday. We've notified him again now. 

We're going to do our best to get throough to him. Hope your situation will be sorted out.

Hi, 

I have just checked this issue with the casino support team, who were investigating the case and it turns out that, whilst the bonus was limited only to NetEnt games, the player in question played Live Casino, BetSoft and Endorphina games that were in breach of the Terms ad Conditions of this bonus. Hence, they have had no option but to cancel the winnings generated by the player.

The player himself will be receiving a confirmation of this by email shortly.

Cheers

Carmel

The rules says that winning back the bonus can ONLY netent , but it does not say that you can not play other games without any wagering ! In a live casino and endorphins I do not payoffs , all my wins were in slots netenta . Please review the appeal and my question , otherwise please add BoogieBet black list .

The rules are not written during the bonus is forbidden to play any other games , where indicated that they will carry 0 % wagering and all

I did x35 netent rates and then have played in other games . Please note that win back the money I was in netent where it was written that after-game 100 % , and after that , when the amount of " bonus" has passed in the amount of " my balance " , I began to bid into other machinesAfter all, to play other games before wagering can not be so simple .. they were closed for my!

Look carefully where I put the first 350evro ! These were the games netent !!!

And so , bugibet silent , only answering me that I did bet on other games . In my letters of that " I did bet after wagering wager x35 !!! "
For such actions are not fair , I ask add BoogieBet black list . They just stole my 500 evro I won netent , as it should be on the terms of the action .

Add bugibet black list , are real crooks !

BoogieBet administrator, I ask to show my game history of the first 350 evro. And show rules point where it is written that after wagering x35 can not play something other than netent. You are wrong, and only come up with reasons that would not pay me.

casino manager refused to give me the story of my games while wagering wager !

registered a week ago with promo code  and havent any nd money

We're trying to get the rep answer on this topic. 

@Vladimir Petrenko regarding your case we really did our best to help you and get the rep look into your case and respond. He's been notified again and we're waiting for him to post his reply again. You also contacted their support several times and got the same reply as well as from the rep but still I notified him to post his explanation here. 

I ask the support they are even show me the history of the games during the wagering , and they forwarded me the same message . Have adequate people do that?

I got 6 identical messages to the emаil

"Dear Mr. Petrenko,We would like to kindly inform you that according to our Terms of Use, you cannot use different providers to compete with bonus money. Apart from NetEnt, you also wagered in BetSoft slots which is prohibited.We're attaching the relevant rule below:3.5 Any bets/ wagers placed on games must be included in the allowed game/ provider list as mentioned in the bonus terms. Any bets/ wagers consumed outside this list will be considered as breach and the bonus will be forfeit.With this regard, your bonus money are forfeit, which results in your current balance."

How to explain to them that I have not played the other games except during netent x35 ? They know it and do not want to pay . This is for you is no reason to add to the black list ?

We cannot blacklist them just bacuse you do not agree with their ruling of your case.

Now the rule they quoted can be read in a way that it applies to all the bets and all the winnings ( won off of a bonus ) at all times, regardless to the wagering requirement .

The rule 3.5 state:  "Any bets/ wagers placed on games must be included in the allowed game/ provider list as mentioned in the bonus terms. "

Now your argument that you played on restircted games only after meeting the 35xWR and that their terms do not state that you cant do that. Which is a fair point to make. But at the same time they can argue that their 3.5 rule does cover that case too, as it refers to any best/ wagers which fall under related bonus temrs.

I do agree that this rule is open to different interpretations, and to be honest it can go either way as far as Im concerned. 

We are going to contact them again and see if they will change their mind. Thats all we can do in your case and present your side of the story.

Show me the rule which says that even after wagering wager should either withdraw money or to play only in netent. You yourself are not funny? My money is no longer a bonus after I made a bet on the 350 netent, then I ran "basic balance", where no problems I was allowed to play and Igrosoft endorfinu. And if I did, after wagering deposit and decided to play in something different from netent?) What would they then come up with? And anyway, what happened to their representative ??? Why did he leave 1 no distinct message that does not solve the problem, and did not show up?

Let him explain why they can not play something different from netent if was accepted and played by wagering the bonus 10 evro.

We've just heard back from the rep. He promised he'd get back to us with a thourough explanation regarding your situation. He'll post his reply here on the thread.

We told him this is an urgent situation and to do it asap. 

Thank you. I will wait. In general, I'm waiting for their money honestly won .

But I see guys do not want to pay to failure, and will come up with some sort of questionable reasons and rules .

Hi

As explained earlier, this player was given a Free Bonus, that was eligible only on Netent Games. It is stated in the bonus Terms and Conditions that once the wager is over, the winnings need to be wagered one more time in order for them to become cashable. The player himself admitted that he played his winnings, not cashable funds, within other provider, which is in breach of the rules. If he was unsure, he could have simply asked our Support.?

The below rules are crysal clear. 2.5 wagering all sort of wagering must be done within the provider/game list so if its a bonus to be consumed ONLY in netnet then it had to be played and wagered and cahsed ONLY via Netent. 

3.4 Unless otherwise stated, winnings from completed wagers from "free spins" or “no deposit bonus" feature a one-time wager in order to be available for withdrawal. The maximum winning/withdrawals shall not exceed the €200. Any winnings above the said amount shall be removed. During the one time wager any placed bets are deducted from the player’s winnings balance and any bets lost shall be consumed from the maximum winning/ withdrawal amount allowed. In case that the lost bets exceed the allowed maximum winnings/ withdrawals the bonus shall be considered used up and any excess winnings will be revoked. The minimum withdrawal allowed is that of €50.

3.5 Any bets/ wagers placed on games must be included in the allowed game/ provider list as mentioned in the bonus terms. Any bets/ wagers consumed outside this list will be considered as breach and the bonus will be forfeit.

From our side, we consider this case closed

You can not write anything, I rummaged through the Internet and found a lot of feedback about what you do not pay winnings. I myself am writing a month on every forum that would not game you, and added to the black list

We beieve the casino is well within their rights to cancel your cashout due to not allowed games being played. 

This complaint is now marked as resolved.

P.S.

If you still think you are wronged by this casino you can always file in a complaint with their licensor MGA : http://www.mga.org.mt/support/contact-us/