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BOSS Casino - Closure even though my account was verified

RESOLVED
Complaint Info
Disputed casino BOSS Casino
Reason Account closure
Amount € 2000
1Tsalimaki Serbia
Posted on July 16, 2020

In 11 of March I made a deposit of 40 euros with Skrill and took a 20 euros bonus, played the total amount with max 2 euros in the Slot "The Dog House" that i won 4441.8 euros after 2 days of game play ,and asked in 13 of March 2000 euros. Same Day i receive that i have to send " - Colored copy of your identity document (passport, driver license, ID);
- Colored copy of the card that you used to deposit in BOSS Casino from both sides with full name on it (for your security you can hide all the card number except of the first 6 digits and the last 4 digits of the card, also you can hide the CVC/CVV code on the back of the card);
- The cleared copy of one utility bill with your full name and full address on it mentioned during the registration in BOSS Casino (it can be the utility bill for the electricity, gas, water, Internet, telephone – must not be older than 2 months and include the name of the company and its logo; all the information in this document needs to be printed including the date).

To pass the verification process of electronic wallets you need to send us a screen shot of your profile page (Skril­l/N­ete­lle­r/W­ebM­oney) where it is shown your full name, the number of your wallet and email."
In 11 of March i had already send a Photo of my passport and a bill of my bank to finish the verification , and in 15th of march i receive a email from Cashier that i have to send and photos from My Skrill Account that i also send in 17th of March.
In 23 Of March i receive an Email that was Saying that my Account Was Verified and was inform that " As you had reached certain financial thresholds lately, we need to process additional Checks, that we are forced to conduct on behalf of Malta Gambling authority." Asking Confirmation of main source of income (salary statement, savings statement, winnings receipt, income tax return if you are running a business) and Bank statement for the 3 month period. " .
Next Days i talked a lot with Chat and receive again the Same email in 29th of March and in 4th of April that was informing me that i should send the Documents in the next 20 Days.
6 Of April i forward to them the Bank Bills from September October and November and December that they have asked and the 11th of April i receive that they dont want them anymore and asking banks bills from January till march.
In 21 of April i send the Bank Bills from January and February and informed them that my bank because of Corona Virus haven't yet Print The bill.
In 22 of Aprill i receive an email that was asking again the March bill and to show my Income , in 29th of month i reply to them that my bank havent yet print March bill and send the February Bill that i have highlighted my Salary.
In 3 of May they send me an email that are Rejecting the Bill and asked a monthly income statement from my Employer.
In 14th of May i inform them by email that my bank haven't print the bill of march as they were asking and was sending to them the Bank bill of April that was just printed.
In 24th of May and in 2 of June i receive the same email that inform me that i have Verified my account but i have to send my Salary Statement.
In 3 of June i have receive the statement and Send it to Boss Casino as they have asked , and in multiple attempts with chat to inform me what is going on, i receive an email in 2 of July that was informing me Again that my Account was Verified but was going to proceed to closing my account as and they did the next Day.
In their Last Email they was informing me that they receive an email with my employment statement but could not understand it, probably that i am Serbian and The statement was in Serbian Language was not Helping , but my employer is Serbian and was print it in Serbian Language.
I cannot Understand Since i have send All that they have asked and even more why they closed my account even that they had informed me that I was Verified.

AskGamblers
Posted on July 22, 2020

Dear all,

This complaint has been reopened as per BOSS Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on July 22, 2020

Hello 1TSALIMAKI and AskGamblers Team!

We apologize for the inconveniences you have faced.

As you may know according to the Terms and conditions of our site, we are required to process additional Checks to be sure that our financial cooperation with player is fair and open.

We do confirm, that your account has been verified, but you should also consider additional checks, that we have been processing within the last 4 months before proceeding any further financial operations on your account.

According to our Terms and Conditions, where it is stated that we are MGA licensed organization, incorporated under the laws of Malta.
Since your withdrawal had been put on hold, we made several official requests for documents as a part of legal procedures, determined by our Terms and Conditions (paragraph 5.8).

First official request was sent as a part of «KYC – Know your customer» procedure. It implies provision of documents stated in paragraph 5.7 of our Terms and Conditions.

Second official request called «KYC-Source of income» was sent to you on 23.03.2020. It implied provision of certain set of documents, that would show your regular monthly income and financial activity. Its goal is to ensure that your financial history is fair and open.

Till the 14.05.2020 you managed to provide us with an acceptable bank statement, and we confirmed it. Nevertheless, the period of its final approval lasted 2 months, which is already out of the standard term of Source of income request - 20 days. Yet the employment statement wasn't provided.

Being a customer oriented company, we gave you additional 10 days term for employment statement provision on the 27.05.2020.
We do not deny the fact that the document was provided timely, however its quality is way too low (the information in the document is completely unrecognizable - dates, amounts, company name, full name are hardly distinguishable) in order to complete the Checks according to MGA requirements.

Considering all abovementioned, we determine the Source of income request as unfinished.

As you had failed to provide us with any sort of reasonable confirmation within this timeframe, your withdrawal was rejected and account blocked.

In case you have any additional questions on this matter, please feel free to contact us via emails suppor­­[email protected]­b­o­ss­­cas­­in­o.com or cashie­[email protected]­­os­s­c­as­­ino.com

Kind regards,
Alexander | BOSS Casino Representative

AskGamblers
Posted on July 25, 2020

Dear @1Tsalimaki,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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