BOSS Casino - Deceitful behavior and confiscation of legitimate winnings

Hello DRUNK85FUN and AskGamblers Team!
We highly appreciate the fact you are acknowledging, that you are aware of restrictions for Canada
in other casinos.
Unfortunately, our casino is not an exception and it is clearly stated in casinos Terms and Conditions.
By registering an account, you have confirmed our casino's Terms and Conditions and eventually, it is restricted for players to play in our casino from Canada (p. 4.8).
Also, according to p.4.10. of our Terms and Conditions, when attempting to open an account or using the Website, it is the responsibility of the player to verify whether gambling is legal in that particular jurisdiction.
Hence letting you register on our site, doesn't mean that we are intentionally forcing you to deposit funds from restricted territories.
As you have continued depositing and playing after being aware of p.4.8, 4.10, our casino will not process a payout as a result of restricted gaming activity.
We will act according to p.4.8 and process remaining balance back to you.
Our finance department will contact you in the shortest terms on this matter.

Best Regards,
Boss casino

Based on my experience with Boss Casino so far I can’t say I’m surprised at this answer. When I registered at Boss Casino there was a choice of Canada from the registration page. If Canada is offered as an option from the dropdown menu, then the casino is effectively communicating to Canadians that they are welcome to play. If this was not the case then why is Canada an option? The answer seems obvious: So that unsuspecting Canadians can be lured into making deposits. The casino’s offer to return my deposit is fundamentally dishonest and shows bad faith. The reason for this is that they are perfectly happy to take deposits from apparently “restricted” countries. Gamblers are even allowed to place bets and play the games freely. When they lose, Boss Casino just pockets the deposit. When they win, they are paid back their deposit less any winnings. When a casino puts the gambler in this position it is undeniably dishonest. The gambler doesn’t stand a chance and the casino knows this. These are clearly the actions of a casino that have nothing but contempt for their customers.

I have joined casinos where Canada was restricted before. And what happens? There is no Canada option at registration page and usually the website isn’t accessible at all. It just usually says that I can’t place bets at their casino. Not Boss Casino. They’re happy to put their hands in Canadian pockets. They lack any ethics even by an online casino’s standards.

And by the way it is perfectly legal to gamble in Canada. If Boss Casino doesn’t hold the proper license or permissions, but is still either dishonest or incompetent enough to accept bets from that jurisdiction, then this clearly demonstrates what kind of grubby operation they are running. They can take the deposits but don’t have the guts or honor to pay their debts. I wonder if Boss Casino can answer me whether the Malta Gaming Authority allows casinos that hold their license to take deposits and allow players from restricted jurisdictions to gamble at their casino. Here is a screenshot I took today of their registration page. It is no surprise that Canada remains a registration option. Let me guess “our tech guys are still working on this”. Predictable.

Dear DRUNK85FUN,
Canada is defined as country restricted for gambling by our inner policies. It is obvious, that Casinos you have mentioned earlier, like the ones you wanted to play at, came to the same conclusion. All those casinos, including ours, settle these policies even despite the fact that it is perfectly legal to gamble in Canada.
Unfortunately, our casino is not an exception and it is clearly stated on our site. There is no point in reminding you particular paragraphs of our Terms and Conditions as you have already read them and should have read them while confirming registration on our site.
There is no point for us to do any cheating in the way you have described above as it harms our reputation badly. We fully understand your frustration on this matter, and we are ready to process all the deposited funds back as a gesture of goodwill.

Best Regards,
Boss casino

If Canada is restricted then why is it a registration option? Boss Casino has not answered that question properly because there is no answer that they can provide which doesn’t highlight their incompetence and dishonesty. It is clearly deceptive practice to offer Canada as a registration option and then have a clause buried in your terms which not only contradicts their own website, but is only actually applied when the customer wins. This clause is not applied when the customer loses. Boss Casino is therefore effectively defrauding Canadians because we can either lose our deposit or if we happen to win, have that win cancelled. Canada remains a registration option despite this complaint and Boss Casino will not honor winning bets. It will only collect when deposits are lost, never paying out.

Why does Boss Casino not put out a notice when Canadians enter its website that Canadians are not accepted? If a casino has a drop down with Canada as an option, then this clearly indicates that Canada is an unrestricted territory for that casino. If the casino accepts bets from Canadians who have registered onto their site by selecting the option “Canada” at the registration page, then this is not the action of a casino who has restricted that country. In practice, the only restriction that Boss Casino has applied to Canadians is that they are restricted from winning. I can assure you they are still perfectly able to lose their deposits. Even while this complaint has progressed, Canadians are still able to sign up and lose. How does Boss Casino explain this?

Finally, if Canada is restricted then why did my Boss Casino account manager personally solicit me to deposit and play on their website? She told me that NetEnt games could not be entered since I was playing from Canada and that my freespins were cancelled. But then she told me that despite all this I could deposit and claim a deposit bonus as a Canadian. If Canada is restricted as Boss Casino claims, then why did their own management encourage me to deposit knowing fully that I was Canadian?

I have uploaded the screenshot of the email that was sent to me after my first deposit. At this point your manager should've said not to make further deposits and should have refunded me my first deposit. At this point this email self explanatory.

Askgamblers, I ask you to step in now and please let us know what is right.

Dear DRUNK85FUN!
Undeniably you registered an account by choosing Canada as your country of residency.
On the last step of registration, you have to confirm our Terms and Conditions, where it is stated that Canada is the territory of restricted jurisdictions, which means that in case you open or use the Website while residing in a Restricted Jurisdiction territory, your account may be closed by us immediately; any winnings and bonuses will be confiscated and the remaining balance returned.
To complete registration, each registering client has to read and accept our policies, and fully acknowledge the consequences of breaching them.
It is the responsibility of the player to ensure that gambling activity is legal in your country. Despite this fact, you continued Your depositing and gaming activity.
Moving further to your conversation with the account manager, there was no intention to drag you into collision by which we would withhold your winnings.
The last update of our Terms was on the 27th of March 2019. You have registered your account one week later. We can confirm it by providing the info from the database via a private secure channel to AskGamblers representatives.
We will not deny the fact, that account manager didn't manage to timely check updates and forestall you from further depositing activity. Nevertheless, the availability of Canada in the registration form or misunderstanding with casino representatives DO NOT prevail over TERMS and CONDITIONS.
This case has been reviewed by our technical team and Canada has been completely removed from the list of countries available for registration.

Best Regards,
Boss casino

Your term states "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"

Not only was your system supposed to stop me from registering at your casino but to even stop me from placing bets on your site.

You have admitted that your account manager did not acknowledge the fact that I was from Canada and told me I was free to claim a new bonus.

I would appreciate if you take this error and accept your casino made mistakes and pay my rightful winnings.

Dear all,

After careful analysis of all the information and proofs presented during the course of this complaints process, AskGamblers Complaints Team reached to the conclusion that both parties are equally to blame for the situation. Player never denied violation of point #4.8 from BOSS Casino Terms and Conditions while the casino management admitted that a/ Canada although being a restricted country was still an available option to choose and proceed successfully upon registration; b/ allowed player from a restricted country to deposit successfully twice and c/ their representative obviously failed to advise player in adequate manner although being in aware he was coming from a restricted country. Based on the above, AskGamblers Complaints Team believe the only fair solution here would be if the operator refund all deposits made by the player and confiscate his winnings so that none of the parties would suffer any financial damages considering their own fair share of guilt. In addition, we strongly encourage the operator to review their registration form and process and make sure all the necessary steps to prevent similar situations in the future are taken.

Considering the fact that BOSS Casino management have already declared their will to refund all player's deposits, AskGamblers Complaints Team consider this case as Resolved and 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. 

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Hi,

The casino has not provided my refunds yet.

Also just to mention, if a player from a restricted country tries to access their site now ... it says ------------>

"This site does not accept users from your country.
If you have any questions, please, contact our client support center via suppor­t@b­oss­cas­ino.com"

This is something that was supposed to be done a long time ago btw.

Thanks

Hello DRUNK85FUN!
We have sent you an email with the details regarding your withdrawal procedure.
We truly appreciate your cooperation in this matter and looking forward to hearing from you soon.

Best regards,
Boss casino