Bonus Boss Casino - Player’s struggling to complete KYC verification.

Hello I have tried to withdraw funds from bonus boss. I was then asked for ID documents which I have sent in. Driving license, utility bill and photo of the payment card. These were accepted.

I have tried to get hold of bonus boss as they state winnings paid out in 1 business day.

I have not had a response from email so had to wait 60 minutes for live chat where I was told I need to submit more documents via whoyu but as of yet I have had no message to complete this process.

as far as I’m concerned my documents have been approved.

I have since read many reviews where bonus boss keep asking for more and more documents, delay delay and ultimately don’t pay out.

while my documents were being reviewed I was unable to deposit. I am not able to deposit again yet I’m still not verified apparently. Getting very frustrated and lack of communication is very poor from bonus boss.

I would like my withdrawal processed ASAP. Thanks

Dear Kossy1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello I am still getting nowhere with this casino. I have had no response now for 5 days either. The latest verification which I completed asked for full picture both sides of card. With no numbers blocked out is this even legal?

There is so many reviews on trust pilot regarding this casino not paying out. Asking for verification several times. They should be closed down

Kossy1, thank you for your reply. Could you please clarify when exactly you submitted the documents? Do I understand correctly that you requested the withdrawal on the 23rd of August?

Yes I withdrew on Monday the 23rd. Documents were submitted Thursday 26th. Customer service is completely ignoring me now.

i have received a text asking for payslips and bank statements now though. Surely this should of been done before allowing me to withdraw. I am however still able to deposit so they are not that concerned.

there is numerous reviews on trust pilot where they are not paying out winnings. Asking for more and more documents etc.

I do appreciate that kyc is very important but so far I have sent them utility bill, driving license and payment card picture. I was then asked to complete more verification from hooyu which was a live capture, driving license again and payment card this time both sides with no numbers covered. I think that is more than sufficient for kyc. I have only just started a new job so not able to send payslips and I believe I have sent sufficient info and they are just making excuses to not pay

Yes withdrew 23rd. Documents were submitted Thursday 26th at 6am. Customer services are not replying anymore. There are numerous reviews online stating that this casino does not pay out winnings

Yes withdrew 23rd. Documents were submitted Thursday 26th at 6am. Customer services are not replying anymore. There are numerous reviews online stating that this casino does not pay out winnings

The verification process is very complex and it may take some time to fully review all documents, therefore I would recommend you waiting for a little bit more. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

I will set the timer for additional 7 days, and if there is no development in this time frame, let us know and we will try to help you.

Please keep us updated and let us know if there is anything new.

Thank you for the update. I would still wait for a few more days. If you don't receive any updates from the casino, we will intervene. Please, let us know if there is anything new in the meantime.

Hello I have had some of my winnings paid. These have been paid out in 2 batches. 1 batch being £1000 paid on Thursday afternoon, 2nd batch £1500 paid out Friday afternoon. I expected the third batch to be paid out yesterday the last batch £1241.45.

I contacted customer support yesterday who said they were loading with dept but then nothing. This morning I have contacted live chat who now inform me I have to provide my latest phone bill, proof that it has been paid these have been sent but now they request bank statements and payslips.

this is getting beyond a joke now they will not pay out remaining winnings of £1241.45 until I send them all of these documents. I have already sent them photos of bank card, driving license, council tax bill. I’ve completed a live capture check, sent driving licence and bank card again all of which have been accepted and some of my winnings have been paid.

I questioned why am I being asked for bank statements payslips now when I am able to still deposit. So now after asking this I am unable to deposit.

UKGC state casinos cannot withhold winnings for documents.

why are bonus boss allowed to do this? They have paid some of my winnings then asking for more documents again.

please can you step in now and assist. I am going round in circles

Thank you very much Kossy1 for your cooperation so far. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Kossy1,

I have read through your complaint and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Bonus Boss Casino to join this conversation.

Dear Bonus Boss Casino team,

Can you please state the reason why Kossy1’s account verification has not yet been concluded?

Bonus boss has now suspended my account. I have a balance of £1741.45 pending withdrawal. I am no longer able to get hold of them via live chat as I cannot log into my account.

I have provided ridiculous amounts of ID that they have requested.

Dear Kossy1,

Unfortunately, we still haven’t received a response from the casino. Could you please let us know if there have been any new developments regarding the issue?

We would like to ask Bonus Boss Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Kossy1,

We are sorry to hear you are unhappy with the request for additional information. We would like to reassure you that our request is not a reluctance on our part to send you your winnings, we are happy to see our players, and you, win and be successful. We do understand sometimes that it can be difficult for our players to understand why we ask for proof of ID and other documentation before making payments out. As a mobile casino we have a responsibility to our players to ensure as far as possible that payments are made to the correct people, and in a reasonable timeframe. After reviewing your account we can see your identification was received on the 10/09/2021 thank you for sending this across.

We are pleased to confirm your withdrawals were processed on the 10/09/2021.We do advise that once the payment has been processed this then becomes out of our control and down to the procedure for your relevant withdrawal method, which as a guideline can take between 1-5 working days.

 We do hope we have answered your query, should you require any further information, please do not hesitate to contact us.

Many thanks,

Bonus Boss Casino

Thank you, Bonus Boss Casino, for informing us. Do I understand correctly that the payments were already processed on the casino’s end and that Kossy1 should have already received them?

Hi CasinoGuru,

As per our last response, we can confirm that the payments to the above player were all processed on 10/09/2021. Therefore Kossy1 should have received all funds owed.

Many thanks,

Bonus Boss Casino

Thank you, Bonus Boss Casino, for the update.

Dear Kossy1,

Could you please let us know if the funds have been successfully received and if we can consider this matter to be resolved?

Dear Kossy1,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the set time frame, we will consider the issue to be resolved.

Dear all,

As based on the last update from the casino, we assume that the issue has been successfully resolved, we are closing this complaint as ‘resolved’.

Thank you, Kossy1, for using the Casino Guru complaint resolution center. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru