I received an email from casino that after they made an internal investigation, they have found evidence that confirms direct connections with other account(s) on their system. As a result my account was closed and money confiscated. I don't know anyone who has an account in this casino and would like to know who that person is. Casino did not provide that information. Can you help me to find out?

Dear Janina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, it can not be someone from my family. Even if this is the person I know I have no idea about it. Winnings were accumulated with an active bonus. I played in casino earlier but that was my first withdrawal and I provided to the casino all the documents they requested.

Thank you very much, Janina, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Janina,

I looked at your complaint and will do my best to help you. I would like to invite Boo Casino into this conversation. Casino, can you please specify why did you block the player’s account and why did you confiscate her winnings?

We would like to ask the Boo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: [email protected]

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Janina,

based on Casino's evidence which I've received we are rejecting this case as unjustified. Your account was linked to other suspicious accounts. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.