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BOSS Casino - Failed verification


Complaint Info

Disputed casino

BOSS Casino
elbuterino Croatia
Posted on December 19, 2019

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

Posted on December 23, 2019

Hello ELBUTERINO and AskGamblers Team!

We apologize for 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 the requested documentation has been provided, but all the required data, that would afford us to process the necessary Checks was unfortunately closed with graphic editors.
So we were forced to repeat the request with a kind appeal to send clear documents.
Despite our struggles, which were 3 requests to your email with a request for acceptable documents, and specification what we really need, we haven't received even a single reply from your side.
As stated in p.5.8 of our T&C each player has a limited time to provide information for abovementioned Checks.
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 suppor­t@b­oss­cas­ino.com or cashie­r@b­oss­cas­ino.com.

Best Regards,
Boss casino

elbuterino Croatia
Posted on December 26, 2019

Thank you for your answer.
I accept your terms, but i believe that i provided more than enough documents for verification before that time expired.
That is why I am here, i have attached all documents sent your way, and will accept what askgamblers team decides.
I will not try to talk to you anywhere else but here.
If askgamblers decide i am right i would kindly ask that we finish my withdrawal.

Best regards.

Posted on December 30, 2019

Hello ELBUTERINO and AskGamblers Team!

In first reply our decision on this matter was fully explained and there is nothing to add at the moment from our side.
Now we can only wait for conclusion from AskGamblers Complaints Team.

Best Regards,
Boss casino

Posted on December 30, 2019

Upon the information provided on behalf BOSS Casino management within their post, and evidence presented during the course of this complaint, AskGamblers Complaints Team came to the conclusion that required paperwork wasn't presented in the given 20 days time frame as stated in casino's Terms & Conditions:

5.8. You agree to provide all documents and other evidence requested by us to complete our Checks within twenty (20) days of our request.

Therefore we confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.