The player from Germany asked for a refund, but the casino is ignoring him. We closed the complaint as ‘unresolved’ because the casino failed to reply.
Boss Casino - Player asks for a refund.
Black points: 381
Amount: €1,700
Boss Casino
Safety Index:Above averageSafety Index
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6.9
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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4 years ago
Translation
I approached the OC and requested a refund. The repayment was awarded to me. The repayment was then withdrawn. Then I have a lawsuit before the local court. Now a default judgment is given and the casino does not respond. Why do you ignore something like that? In the end, the claim will also be enforced if necessary. In any case, ignoring is not a solution.
Automatic translation:
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4 years ago
Dear Semir,
Thank you for submitting your complaint. I’m very sorry to hear about your negative experience. I am sure you understand I don't work for Boss Casino, but for Casino Guru which operates as an independent website, but maybe we could help.
Would you be so kind and describe your problem in more details so I can understand what happened?
Please forward any relevant communication between you and the casino to kristina.s@casino.guru (Or alternatively post it here).
Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
„Agent (Bosscasino)
Dear XXXXX!
We have reviewed your complaint and will reverse all the deposited funds - 1700 EUR to your Neteller account.
In terms of security and our regular processing requirements for all withdrawal or funds reversal procedures,
you need to complete account verification in advance!
Please attach to your next reply:
- Photo of your Passport (first 2 pages opened like a book);
- Proof of address ( utillity bill or bank statemet with stated address, full name, date of creation). Make sure the document is issued within the last 3 month;
- screenshot of your Neteller profile with visible email, full name, URL-address of website .
Thank you for the information provided in advance!
Kind regards,
Cashier BossCasino,
Kind regards,"
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4 years ago
Grillz520, did you provide all the required documents? Did you receive any confirmation from the casino regarding successful verification?
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4 years ago
Translation
Yes, I have submitted all the necessary documents (ID card, invoice, bank statements) and no, I have not received any confirmation from the casino.
Edited
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4 years ago
Thank you very much Grillz520 for your reply. I will now transfer your complaint to my colleague Juli 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.
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4 years ago
Hello Grillz520,
I looked at your complaint and will do my best to help you. Before we can move further with this case, I would like to know if the Boss Casino confirmed that your account is fully verified now? Thank you in advance.
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4 years ago
Translation
Many thanks. No, the casino no longer answers me by email. A confirmation has not been given.
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4 years ago
Hello Grillz520,
I apologize, but the casino still hasn't replied to us. In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.
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4 years ago
Hello Grillz520,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Juli
Casino.Guru
