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BOSS Casino - Ridiculous KYC procedures and requirements

RESOLVED
Complaint Info
Disputed casino BOSS Casino
Reason Verification issues
Amount € 11450
royalrolly Netherlands Message
Posted on December 16, 2018

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 [email protected] (in screenshots below). A minute later I received an email from [email protected] 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 [email protected] 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

cashie­[email protected]­oss­cas­ino.com

———————————————————

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.

royalrolly Netherlands Message
Posted on December 17, 2018

Dear @askgamblers the issue you are talking about here is from 2016. Not from 2018

Posted on December 17, 2018

Dear Thomas!
Boss Development Ltd is a company registered under the laws of Malta.
Our company should always retain the right to carry out additional due diligence check should we see that the circumstances would make it necessary.
These regulations are the basis of the Maltese regulatory framework.
Thomas, we understand your concerns, but highly recommend keeping the conversation with our Finance Department via emails in order to solve the case as soon as possible, so you will be able to receive your withdrawal.
We appreciate your understanding on this matter.

Kind regards,
Maddi Thornton | Account Manager

royalrolly Netherlands Message
Posted on December 17, 2018

Dear Thomas!

Boss Development Ltd is a company registered under the laws of Malta.
Our company should always retain the right to carry out addition due diligence check should we see that the circumstances would make it necessary.
These regulations are the basis of the Maltese regulatory framework.
Please consider that our main goal is to see the origins of funds and your funds movement before you deposited them to our casino.

We are thankful for the bank statement you sent, but it does not actually make clear for us, which funds have been used for deposit to your Skrill account – then to bosscasino.com .
Please be so kind to send us better confirmation - it should be bank statement in English clearly showing your income for the last 3 month, from 4.09 until 04.12.
As you have stated previously, you used your parent's funds, make sure we can see in the statement dates and amounts of transactions from your parents to your account.
Make sure their full names are stated in the document as well. For better understanding please specify each income transaction - from your parents and from the organization, which pays you loan, so we could better track them in statement.

We appreciate your understanding on this matter!


Kind regards,
Cashier Boss Casino
cashie­[email protected]­oss­cas­ino.com

royalrolly Netherlands Message
Posted on December 17, 2018

This Email above I received from then.
My reply:

Dear Maddi or boss casino cashier,

-Which funds have been used for my deposit into skrill? Well, like mentioned before a combination of 4: Salary, governmental loans, winnings, money from my parents.
There isn’t one single of these that funded my skrill?
- They have stated I used funds from my parents, not me. I used my parents money to pay my rent and my studies.
-It’s impossible to get a bankstatement in English (I’m in the Netherlands)
-I have provided exactly what you ask for, my income from the past 3 months. Unfortunately not in English.

-Also a small sorry of some kind would be cool.

Best,
Thomas

royalrolly Netherlands Message
Posted on December 17, 2018

Also getting a statement from 04.09-04.12 is not possible from my bank.
It goes in months not days.

What I have provided (my full three bankstatements) shows exactly the origins of the funds and the funds movement before I deposited.

Posted on December 17, 2018

Dear Thomas!
I would kindly ask you to provide information to our Finance department via emails as it is not secure to process financial requests via open sources like Askgamblers.
Thank you for your understanding!

Kind regards,
Maddi Thornton | Account Manager

royalrolly Netherlands Message
Posted on December 17, 2018

Dear Maddi!

Thanks for the legit concern about my financial security... I don’t see what part of this ‘financial request’ is not secure to be posted here and via e-mail so I’ll keep doing both. Once I don’t feel it’s secure I’ll reconsider. Thanks again though!

Best,
Thomas

royalrolly Netherlands Message
Posted on December 17, 2018

And you know, just get this withdrawal done. The financial department has literally everything they need. We can close this discussion, you apologize and we are all happy.

royalrolly Netherlands Message
Posted on December 17, 2018

Last e-mail sent:

Dear Cashier bosscasino,

I have contacted my bank and I can get the statements in English. The thing is, as you are also able to see in my dutch statements is that my main income comes from winnings (skrill.ltd) so this won't change if you see them in English.

Best,
Thomas

Posted on December 19, 2018

Dear Thomas!
Thank you for sending your bank statements to our cashier so our Finance team can follow the procedure. You will be notified via email when the documents are checked.
We highly appreciate your cooperation!

Kind regards,
Maddi Thornton | Account Manager

royalrolly Netherlands Message
Posted on December 20, 2018

Quick reply- I don’t want to make it seem like bosscasino is actually waiting for me because that’s not the case.

This reply Maddisson sent was around 25 hours after I sent my ‘new’ bank statement to Bosscasino.

Yesterday I have also provided them with all my loans from companies, my skrill transactions (in screenshots) and proof of governmental loans.
That wasn’t enough, so today I had to send proof of two transactions within my skrill + my full transaction list of the past 3 months. I sent the full 6 months as 3 is isn’t possible.

So, 24 days after withdrawal, no withdrawal. Since I have sent everything they asked for, I have the feeling it might happen tomorrow though.
But let’s see.



(If anything is needed like e-mails and bank-statements for example let me know)


Best,
Thomas

royalrolly Netherlands Message
Posted on December 20, 2018

(P.s.) And honestly the feeling ‘that it might happen tomorrow’ is something I’ve had this entire week.

So curious if it really does happen tomorrow :)

Good evening!

royalrolly Netherlands Message
Posted on December 20, 2018

Excuse me, it has been 17 days instead of 24 since my withdrawal. My mistake.

Sorry

Posted on December 22, 2018

Hello Thomas!
As you have been earlier informed via email the latest version of your bank statement was accepted by our cashier and the full amount of your winnings were paid out yesterday. I hope you have received them by now.
Thank you for your cooperation! And happy holidays!

Kind regards,
Maddi Thornton | Account Manager

royalrolly Netherlands Message
Posted on December 22, 2018

Dear Maddi, Askgamblers and Cashier?

First of I’d like to confirm that I received the payment.

I have to say I have not experienced this kind of support before though. Maddi is fine and sweet and probably wants the best for the players, but the real ‘finan­ce/­sup­por­t/c­ashier’ department is quite honestly just not so good.

To get an answer from them, if I got one in the first place, it took ages. I have had to send a ridiculous amount of financial information, which had absolutely nothing to do with checking if my funds were legal. I still believe they tried their best to not make the payout. The whole thing asking my parents for selfies was really insane.

Even after this whole issue, that took ages and really isn’t much fun to be in as a customer, I didn’t get a single apology from them or some sort of compensation.

I wouldn’t reccomend anyone to play here and I would suggest to reconsider if this casino should be accredited here. They don’t really seem to be the best to have on your list.


Anyway, it is ‘solved’

Thanks!
Thomas

AskGamblers
Posted on December 22, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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