Closure even though my account was verified

Hey,
I am not sure what happened between casino Boss and I.
I was a casual player there, and everything worked fine, untill my last win where they asked me for additonal documents for verification. (I was a verified player there and made at least one withdrawal before these events).
After i wanted to make a withdrawal, they asked for proof that i have a legitimate source of funds, history of my bank transaction, etc.
i had no problem with most of that, except the history of my transaction where i edited the photo only to show that i recieve my salary on that account. That corespodence lasted for a while. They decided that some documents are not good enought for them (specifically proof that i get my salary every month), and told me that according to terms i failed to finish the verification within specified timeframe, and that they have the right to close my account.
Immediately, on the same day after their email, i have sent unedited versions, because i would really like to withdraw the money i won, but they remained silent.
On my part I admit it took me a while to get the documents, but at that time i had a heart surgery (which i can prove if really necessary) so i couldn't react as quickly as they expected.
My balance before the closure of the account was around 2350 eur

Dear Askgambler Team

since weeks i am waiting for my withdrawal. My account is already closed so i am not able to see some transaction.
i provide them everything what they need but i am still no feedback now.
The withdrawal request was already made around 2 weeks.

Please help me in this case.

Hello Ask Gamblers

I registered on Boss casino on April 3rd 2019 and made a deposit of 200$. I played with the welcome offer they gave me and lost, however my bonus was still active due to Netent free spins so I was not able to claim the second welcome offer the same day. An account manager was able to cancel them the next day (Please see email below).
--------------------------------------
Account manager:

"Our Welcome bonuses have free spins for Netent slots attached to them automatically. The bonus closes when the wagering requirement is met or the balance is below 1EUR/USD, but also free spins need to be played with. Since the games by Netent are regrettably not available for players from Canada and you obviously were not able to play with them, the bonus remained open.

We have closed your bonus manually from our side and you are welcome to claim a new one whenever you wish.

I sincerely apologize for the inconvenience it caused you. I have passed the information to our tech team and they are working on improving the procedure to make the experience for players from your country more enjoyable.

Feel free to contact me anytime if you have any questions"
------------------------
A couple of days later I decided to give the casino another chance and deposited another 150$ which I managed to turn into 1200$ after several hours of play. I checked my wagering and saw I had cleared the requirements.

Boss casino then emailed me with the subject "KYC reminder" asking me to provide them with documents to verify my account. I had no problem submitting them everything they asked me for. At this point I figured that everything would check out and I would be paid my withdrawal, but instead I received the most confusing email I have ever seen which made me completely question their business practice. The email is as follows:

"As you may know, our company is incorporated under the laws of Malta.

These regulations are the basis of the Maltese regulatory framework.

While registering an account, on 2019-04-04 you confirmed your country of residency as Canada and accepted our Terms and conditions - https://bosscasino.com/#!/en/terms.

According to p.4.8. of our Terms and conditions, for various legal and commercial reasons, we do not permit accounts to be opened or used by customers residing in certain jurisdictions, including: Afghanistan, American Samoa, Australia, British Virgin Islands, Canada, Cuba, Czech Republic, Denmark, Estonia, France, French Polynesia, French Southern Territories, Germany, Greenland, Guadeloupe, Guam, Iran, Iraq, Latvia, Libya, Lithuania, Martinique, Myanmar, North Korea, Northern Marina Islands, Palestinian Territory, Puerto Rico, Reunion, Romania, Slovakia, Spain, Sudan, Syria, Sweden, Tunisia, United Kingdom, United States (US), U.S. Minor Outlying Islands (UM), U.S. Virgin Islands (VI) or other restricted jurisdictions (“Restricted Jurisdiction”) as communicated by us from time to time. By using the Website, you confirm you are not a resident in a Restricted Jurisdiction. If you open or use the Website while residing in a Restricted Jurisdiction: your account may be closed by us immediately; any winnings and bonuses will be confiscated and remaining balance returned (subject to reasonable charges), and any returns, winnings or bonuses which you have gained or accrued will be forfeited by you and may be reclaimed by us; and you will return to us on demand any such funds which have been withdrawn.

According to all above mentioned we are forced to cancel your winnings acquired by playing on our site from restricted jurisdiction territory and correct your balance to the initial depositing amount."

----------------------------------

Prior to signing up on Boss casino I had checked other casinos which looked interesting to play on. Unfortunately on some of them when I tried to register there was no option to register Canada as my country and chat told me that residents of Canada were not allowed to register. After some more searching I finally landed on Boss Casino which had Canada listed as a country choice on their registration page. Not only was I allowed to register, but they also accepted both deposits I made with my credit card.


To summarise :
The casino accepted a deposit on 03/04/2019
A casino rep cancelled my free spins (for my first welcome deposit) saying that I was not allowed to play NetEnt games since I was from Canada, not mentioning anything about me not being able to play on the site in the first place.
The casino had 3 days to email me closing my account but they chose to leave it open.
The casino accepted my deposit on 06/04/2019 which I withdrew 1200.
Only after my withdraw request and sending my documents,the casino emails me to terminate my account.


From the series described it is clear to me that the casino would have allowed me to continue losing on their site, accepting my money up until the point where I would win something and they would then chose to tell me I was not allowed to play on their website.

AskGamblers, please help me receive my money from the casino, and please warn everyone on what kind of website they really are...

Hi, I have made an 5000 euros withdrawal 19.03.2019.
Second day bosscasino.com asked me provide source of deposits documents. This surprised me, because Decmember 2018 they have checked those and approved my documents, my account manager told me this is one time checking, will not have this kind of checking anymore. But they asked again, anyway, I have sent all documents they asked. Now half a month passed already. They still does not want to pay my winnings. They just have continuing words: still checking. My account manager told me it would take 3 days, but now 18days. they still does not want to pay me.

Dear AskGamblers,

It’s been a while that I posted here but I’m having issues over at bosscasino.com. They are requesting the rudest, most irrelevant things in order to ‘process’ my withdrawal. I hope someone here is kind enough to help me clarify some of this. Sorry for the long read in advance. You can scroll down to the last two e-mails for the real issue. All the references to the emails as well as bank statements and skrill transactions can be provided if necessary.

This might be irrelevant but if your interested read on: I’ll give a small background of myself, I’m a 24-year-old student that lives in Amsterdam. I’ve gambled since my 18th for quite large stakes after being lucky enough to win a large sum of money with poker. Over the next 4-5 years, I gambled regularly (live casino and poker) at I believe 75% of all online casino operators and had huge ups and downs. Including large cash outs (at least 5 of 25,000€+).

The last year and a half I didn’t gamble as much as I used to. With a few cashes here and there.

About three weeks ago I deposited 150€ and later 800€ to redkings.com using Skrill. I got lucky enough to turn the 950€ into 5500 playing black jack&roulette and decided to withdraw it back to my Skrill.

A few days later on December-4-18, I decided to play at Bosscasino.com. I read on askgamblers they were accredited and had fast withdrawals and good support.

I initially deposited 1000€ followed by 500€ and finally 1500€ from my skrill (with winnings from redkings) to bosscasino.com in a 15minute time frame. I was lucky enough to turn my last 1500€ deposit into 11450€ playing roulette and black jack in the live casino. I again decided to cash this out to my skrill.

At first, I was requested to send in my documents to verify my identity. This was nothing new to me so I proceeded to send all my documents; skrill account screenshot, utility bill, and ID-documents.
The same day, a couple hours later I got a verification e-mail that my account had been verified. All good it seemed.

I didn’t hear anything that day and asked the next day on 5-Dec-18 what the express payout function, with which they promoted with, meant. I read it took 2 business days maximum for e-wallet withdrawals so I didn’t understand the delay. They sent me that they didn’t understand my question so I clarified what I meant in another mail. On Thursday 6-Dec I got a reply saying it takes 2 days and that it depends on the number of requests. Sure, fine with me, I thought I’ll wait patiently for the payout. I waited until Saturday 8-Dec. I wrote that it was taking quite long now (4,5days) especially considering my deposit method, skrill e-wallet. I received the mail that now they’re having a lot of withdrawal requests and that they are handled in the queue and that my information was forwarded to the financial department. Also, the financial department wasn’t working weekends so it wouldn’t be processed. Ok, that seemed fair enough so I proceeded the wait.

Nothing heard again until I mailed last Wednesday 12-Dec. I said it’s been 8 days and still no withdrawal. I got a reply that stated my withdrawal was under review by the financial department. Which made me ask the question what is left to review as I had sent in everything they asked.

(All these emails are still in my folder but I thought they were not interesting enough to post here)

This was their reply to my question:

‘Dear Thomas!
The extra time is needed to contact the game provider and receive their reply as well. Please, no need to worry about it. We are trying to do our best to secure all game sessions and player's winnings.
Thank you for understanding!’

———————————————————-

In the last couple of years, I never heard this before.

Not sure what a game provider has to do with the issue that is mentioned below, but again I thought sure, whatever.

Up to now it’s all sort of fine and nothing special, until last Thursday 13-December. I received an e-mail from cashier@bosscasino (in screenshots below). A minute later I received an email from maddison@bosscasino who was suddenly assigned my ‘personal account manager’ (Also in screenshots below) This wasn’t new to me but this sudden assignment was very strange. She wrote that cashier@boss sent me an e-mail but I never replied. This is complete nonsense as I repeatedly checked my folders and nowhere was this email to be found, but anyway.

As seen in the screenshot they asked my income to check if the funds were not illegal. My monthly-income consists of 4 components; I loan +-900€ from the Dutch governmental education system, I receive 650€ from my parents, I work part time jobs (between 300-750€ p month) and I have winnings from gambling sites.

I provided them my last three bank statement, with a bit of hesitation.

Yesterday, Friday the 14th Dec I received this e-mail:

Dear Thomas!

Thank you for the information kindly shared with us.

As the follow up to the process of KYC&AML data check, we kindly ask you to

send bank statement of the fund sending parent confirming your parent's transactions to your account as a confirmation of your main source of income. All the main fund's transfers for the last 3 month must be stated in the bank statement and it must be clearly visible, that funds have been sent to your bank account.

Also please provide us with the free-form application from the name of your parent, who confirms and fully acknowledges the fact, that his/her funds have been used by you for gambling. Please make sure that the full name of your parent, signature, and date are present on the document before sending it.

Make sure that the bank statement clearly shows the name and surname of funds sending the parent
and it corresponds to the name stated in the application.
Additionally your parent must confirm his/her source of income. This can be one of the following documents:

• Proof of earnings: Payslip/Director remuneration/Dividends/Pension;

• A full-page of your bank statement/savings account that clearly shows a selection of deposits made to us, income/s, payments, winnings and outgoings for at least 3 months

• A Trust deed clearly showing a consistent entitlement to funds;

• A savings/ bank statement showing funds recently won from another company;

• Dated proof of an award/payment made to his/her account;

• Other clear evidence that would support "affordability" of the declared funds.

Additionally you need to attach photos your parent’s ID to confirm his/her identity - Driver's License (both sides), National ID (both sides), or Passport (double page).

The last thing we will need, before we check everything and withdraw funds to your account, is the selfie of your parent holding the signed application with his hand next to his face.
We fully understand that the process is rather frustrating, but we reserve the right to request any additional KYC documents to verify the legitimacy of the funds at any time in accordance with our Terms & Conditions.
Your cooperation and understanding on this matter would be highly appreciated.

Kind regards,

Cashier Boss Casino

[email protected]

———————————————————

I made a calculation with all my incomes of the bank statements I provided and my parents are definitely not my main income.

Over the last three months, winnings have been my main income. It is easily seen on my bank statements that I receive funds from skrill. They investigated these statements thoroughly...
In September I received 650€ from my parents and 4285€ from the government, winnings, and salary. (2994,87€ from winnings)

In October I received 650€ from my parents and 8214€ from the government, winnings, and salary. (6394,50€ from winnings)

In November I received 2650€ from my parents and 1914€ from government and salary, no winnings this month.

(I’ll gladly provide my bank statements as evidence!)

I had not made these calculations yet when I replied! I would not write the same if I had known how wrong they were, nor would I have included my mother in the cc or even in this whole correspondation:

Dear Cashier at Bosscasino,

I have discussed this matter with my parents. It is completely irrelevant to ask for their income. They decided to support me, as I am a student, and because I am 24 years old you are only allowed to ask me for my income. Which I have provided. It is also irrelevant to ask them to sign this form to prove they are up to date about me gambling with my money because as I said, again, I am 24 years old and I can do what I want with my money. You have absolutely no right to teach my parents how they should be a parent and check with them if they know what their son is up to. Imagine what would have happened if I wouldn’t have won. Would you ask my parents approval too? This request has nothing to do with checking for criminal activities (I have already clearly proven my funds movement is clear and legal) but you are basically trying to do whatever it takes to not make this payout. Which I understand, but is a bit criminal if you are operating in the gambling industry.

The request to see the funds transferred from my parent's account makes sense so I can give you that with all their private information blurred out. Again this has nothing to do with my parents and their involvement with me.

My mother is in the CC of this e-mail.
Best,

Thomas

———————————————————

My parents both work extremely hard, my dad in a cooperate and my mother runs her own business. The last thing they want is to send a selfie holding evidence that they are aware of my gambling (?!). They are aware of me gambling and are up to date about this whole thing by the way, but that’s a side note. They seriously rather not send selfies and their paychecks to gambling operators. It is absolutely ridiculous.

It doesn’t make any sense to ask for my parent's income and private pictures if 1. They are by far not my main income 2. They are not responsible for my money or how I spend it and 3. I deposited using winnings from another site (redkings), paid with my own income.

This all seems to be an attempt to not pay out my winnings. It is extremely rude to ask such private things from my parents in an attempt to hold the money. Again my parents have absolutely nothing to do with any of this.

I would very much appreciate some help on this case. Many thanks in advance!

Best,
Thomas









One more time;) I can back up everything I wrote and provide all the details/emails if needed.

I was on live chat and I was told I will get 100% bonus money upon deposit... So I have made a deposit of 830 RUB and got a 300 RUB bonus money ... In bonus T&C it say's max is 300€ but in casino they claim it's same no mather currency. I already had same problem with MGA licenced casino and got them on cort. So this time I will do the same no mather how much money is in the game.

So i deposited a couple of times to boss casino and won some money. I chose this casino because it is certified by ask gamblers and the withdraw times are supposed to be 0-48h. I am a fully verified member and made the deposits using MasterCard, so i asked support how i was going to make my withdraw(they do not send money to master card). They told me to make a Neteller account and do another deposit into the casino so i could get it verified (also sent pictures of the Neteller account pages to the casino). After doing this i made the withdraw. This was 12 of December, 7 days ago. I heard nothing from the casino about my deposit until Friday the 16th. That is a wooping 96 h. This is what they are telling me now. Dear Jonatan, thank you for choosing our Casino. We are writing to you regarding your withdrawal request, we want to inform you that we cannot process Neteller Payout at the moment, there is a temporary issue with the payment method. You are able to make a withdrawal via Wire Transfer, just choose this option in Cashier and enter your bank information. We would like to ask you to send us Bank statement (should be visible your name and address, IBAN and BIC). Is this for real? iw made a neteller account and deposited yet again to the casino just like support told me, waited for an entire week now and now i need to get a custom made Bank statement ??. Just to be abel to make a withdraw. Not the vip treatment i can tell you.... Anyways hope i can get some clarity into this now.

I had a couple of good wins at bosscasino of the amounts of €1000 and €500 these withdrawals were made at 6.30PM AEST approx on the 11th August to my Skrill account , in there terms and conditions bosscasino states e-wallet withdrawal times are 48hrs . After talking to support I was informed they don't process over the weekends so my withdrawals would be processed Monday . It's now 9.04PM AEST Monday and still my withdrawal isn't payed. Casinos break there own rules and they think it's ok . If I was to breach the rules my account would be closed and all winnings confiscated . Can u please help with my withdrawals please