CryptoBoss Casino - Player's account has been closed and winnings confiscated.

Hello dear CasinoGuru,

In the end of May I registered and played at Cryptoboss casino, then withdrew about 2900 euro (I received a welcome bonus). I provided all the requested documents to Cryptoboss Casino and successfully verified my account. Following this, I was asked via email to complete a video verification through Google Meet, which I also passed (I successfully answered the numerous question. The whole process was quite humiliating and was similar to police interrogation). But this was not the end yet. After a couple of days of silence-the casino requested a full transaction history of my LTC (Litecoin) account. However, when I was preparing to send the requested transaction history, I received the following email from the casino:

"A review of your account revealed violations of our project rules. The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

16.1.1 Participating in any type of collusion with other players;

16.1.2 Development of strategies aimed at gaining unfair winnings;

16.1.3 Fraudulent actions against other online casinos or payment providers;

16.1.5 Creating two or more accounts;

16.1.6 Other types of cheating;

The Company reserves the right to terminate such a Player Account and suspend and/or cancel all payouts to the player.

Risk and Payments Team"

I need your help to understand why such a decision was made by the casino, as their email does not clearly explain the specific reason for their actions. Thank you.

Dear ekinciren99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hello,

Registered in the end of May

Played slots only

Yes I received match bonus.

Hi ekinciren99,

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru before we contact the casino directly?

Thank you.

The only relevant communication is the email reply I posted in complaint.

Thank you very much, ekinciren99, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, ekinciren99,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear CryptoBoss Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and disputed winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru).

Dear ekinciren99,

Our anti-fraud team has discovered a group of accounts that have engaged in suspicious and unique high-risk playing patterns, which align with similar data found in other products. Unfortunately, your accounts were identified as part of this group.

Following the verification process, our team has collected sufficient evidence regarding your case. This evidence can be shared with moderators upon request from the administration of the resource.

Respectfully,

CryptoBoss Casino

Thank you for your response and clarification, CryptoBoss Casino team.

Feel free to send everything relevant to my email (branislav.b@casino.guru).

Or, what exactly do you mean by "request from the administration of the resource"?

Looking forward to hearing from you.

We would like to ask the 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’ which may negatively affect its rating.

Greetings all,

I was in contact with a casino representative via email and received further details. I answered the email and requested additional details and supporting evidence for the casino's claims.

However, I am not sure who from the casino replied here, in the thread, and who replied via email since it is a different email address compared to the one set up in our internal system as the casino representative account.

Therefore, now I am resetting the timer for the casino, and I will wait for a response to my last email regarding the matter, as well as additional details and evidence.

Looking forward to hearing from the casino.

Dear Branislav, thank you for extra time.

The email we used last time was the correct one. We just used it to send you a new email with the evidence you requested

Thank you for your email and clarification with supporting evidence.

Since we are talking about such a specific and ambiguous one, and rather several/many indirect similarities or matches between the data of the accounts in question, I will have to discuss the matter internally with the team and management at our regular meeting.

Unfortunately, we missed it this week. However, I will inform you about the results of our internal discussion and possibly a final ruling on Tuesday/Wednesday next week. I am setting the timer for myself until next Wednesday.

Thank you for your patience and understanding.

Dear ekinciren99,

I am back with hot news. However, it will not make you happy.

After reviewing all the information and details provided by the casino and an internal discussion with the team, we decided to close this complaint as unjustified - there are several or too many similarities/matches in the data that connect the linked accounts that it would be very difficult or likely impossible to prove we are not talking about multiple accounts/collusion and bonus abuse, which also makes the KYC/verification impossible (mandatory for withdrawing anything from a casino account). The provided data indicate too many connections between the accounts to say it was only a coincidence. Therefore, we agree with the casino's decision. The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, CryptoBoss Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru