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Boss Casino – Deceitful behavior and confiscation of legitimate winnings

Ruling

Found for the Player - Boss Casino actively allowed the player to register with a Canadian address and offered support knowing the player was from Canada. Refusing winnings based on terms that both their system and support staff failed to implement is non-legitimate.

Read our Boss Casino Review.

Player's Complaint

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).

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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 - [EDIT].

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."

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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.

Read the casino review

2 Responses

ThePOGG
Apr 21, 2019

Hi drunk85fun - welcome to ThePOGG.com!

Unfortunately you've chosen to play with an extended group of operators that are both negatively listed here and who have an inconsistent record in their approach to the management of player complaints. We will look to contact the operator on your behalf but the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
May 03, 2019

Hi drunk85fun,

I've concluded our discussion with Boss Casino regarding this issue and unfortunately it is not good news.

Boss Casino acknowledge that their registration form has allowed you to register an account with a Canadian address. They also acknowledge that their support team were made aware of your country of residence and let you to continue to play. However their argument is that despite this their terms take precedent.

We cannot agree with this. Geo-restricting a registration form to prevent sign-ups from locations the operator do not accept is a trivial task and the operator's support staff have a greater obligation to know and understand the terms and conditions of the operator than players to ensure they enforce them and offer advice on them correctly. Alongside this, had you lost the operator would without a doubt have retained your losses. So effectively this is a case of entrapment, where they have allowed you to registered from a prohibited location, failed to close the account even when informed of the issue, would retain losses but are refusing to pay wins. They have free rolled you.

The operator have been clear with us that they will not change their position on this issue.

Sorry we could not be of more help!

ThePOGG

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Agreement

drunk85fun consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Boss Casino
  • Curacao eGaming
  • Boss Gaming Group

April 20, 2019