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Dear Casino Guru Team,

I would like to file a formal complaint against BoaBet Casino, which has confiscated 350,000 HUF from my winnings, claiming that I violated their bonus terms by placing a bet over 25 EUR on a table game (e.g. roulette or bingo) using bonus funds.

In my view, this decision is unfair, disproportionate, and discriminatory, for the following reasons:

The system did not prevent me from placing a higher bet, even though many casinos automatically block such actions when bonus funds are being used.

I received no warnings or notifications at the time of placing the bet or requesting a withdrawal.

The 25 EUR betting limit was not clearly highlighted or made easily visible during gameplay.

Additionally, I would like to emphasize that a friend of mine participated in the same promotion, and also exceeded the bonus wagering limits on multiple occasions. Despite this, BoaBet paid out his winnings several times, totaling around 250,000 HUF.

This shows a clear case of unequal treatment, and indicates that the casino applies its rules inconsistently across users.

I respectfully ask for Casino Guru’s assistance to:

Ensure BoaBet refunds the confiscated winnings,

Or demand clear, time-stamped evidence of the alleged violation and proof that their rules are applied consistently and fairly to all players.

Thank you very much for reviewing this case.

Sincerely,

Klaudia ****

Username: ****

Casino: BoaBet

Link:https://play.boabet-114.com/hu/account-menu

Dear Sukiklaudia5885,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus terms and I found this: 

6. The highest possible bet on a single game using the bonus money is €6.25 on slots, and €25 on table games and roulette. If you exceed this limit, the bonus and winnings won with the bonus money will be deducted.

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 a link to the specific bonus that you redeemed and played. My email address is [email protected]. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Natalia

who violated the same maximum bet rule received full payouts multiple times. This is unacceptable and unfair, as I was penalized for the same alleged violation, while others were not. This raises serious concerns about inconsistent treatment and possible discrimination.

Dear Sukiklaudia5885, were you aware of the maximum bet rule while wagering the bonus?

I haven't received any emails from you so far. Please, understand that the game history is essential evidence to move forward with this case. If you are unable to download it from your player account, please reach out to casino support and request that they provide it to you. Thank you.

Dear Natalia,

Thank you for your response.

I would like to clarify that I **was not aware of the exact maximum bet limit while wagering the bonus**, which is why the violation occurred. It was not an intentional breach of the rules.

However, what I find unacceptable is that **another player – who is my friend – also exceeded the same maximum bet limit**, and I have **proof of this**. Despite that, **he received his full payout**, while I was penalized and had my winnings confiscated.

This clearly shows **inconsistent enforcement of the rules and discriminatory treatment**, which undermines the credibility of the casino and violates the principle of fair and equal treatment for all players.

I have already requested my game history from the casino and will forward it to you as soon as I receive it.

Please reconsider my case in light of this information.

Dear Natalia,

Thank you for your assistance.

I have been in communication with BoaBet regarding my request for transaction history, and they are currently reviewing it. Could you please let me know **where to send the history** once I receive it?

Thank you in advance for your support.

Dear Sukiklaudia5885, please feel free to send your game history to my email address at [email protected]. Thank you.

Dear Natalia,

I would like to inform you that in addition to my own case, I will also be submitting the game history of another player — my friend — who also exceeded the maximum bet limit, yet in his case, the casino processed the payout

As soon as we receive his game history from the casino, I will forward it to you for comparison.

Thank you for your patience and continued support.

Best regards, Klaudia ****

Dear Casino Guru,

I would like to report that despite multiple requests, BoaBet refuses to provide me with the requested game and transaction history for the dates **between 2025.04.27 and 2025.04.28**, which is essential for the investigation of my complaint.

There is **no download option** available in my account, and I have sent them a screenshot to prove this. Nevertheless, they still refuse to send me the data directly.

Please take into account that the casino is not cooperating, which prevents a fair and thorough review of my case.

Dear Sukiklaudia5885, can you please specify what bet you were making? Do you remember what game genres you were playing, and what the amount of your bets was?

Additionally, I'd like to ask you to please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post the screenshots here. Thank you in advance.

Dear Sukiklaudia5885,

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