CryptoBoss Casino - Player’s winnings have been confiscated.

Good afternoon, I'm a Russian player. 3 days ago, I tried to play at Cryptoboss casino for the first time. I made two deposits in TRX, applied the bonus and received in the amount of 150 and 175%. I won 3,000 euros on my second deposit in Kraken, after that I wagered the bonus 45 times. I had about 2200-2250 euros left in my account. I made a withdrawal, the casino requested verification, and I sent all the documents for verification. After that, they asked me to send a photo with the date and name of the casino, I also sent it. All this happened within 20 minutes of their request. I immediately took a picture and sent the documents. After that, I received an email saying that my account was blocked. I was shocked, I contacted the support service, and they said: "Don't worry, your account is in the verification stage." I waited 2 days, after which I received an email in which they requested video verification, I agreed and set the next date for the meeting in Google Meet. They called me, I answered all the questions honestly, this is really my only account, I've never had any others. I am not a casino expert, but I have played a couple of times, I know what Wager is and how to fulfill the casino conditions when playing with a bonus. Their operator asked me incorrect questions about the game vendors. I'm just a beginner, nothing more. In general, their operator told me to Wait for the result, after 2 hours I received an email message saying that the amount I won was confiscated and they left me only my last deposit, I consider this casino dishonest, they do not pay their players. It was the worst experience of the game. Before that, I had played several times in other casinos, there were no similar situations anywhere. I do not recommend playing at this casino. They closed my account because of the multiaccount, but I didn't have any other accounts on their platform, I only had the only account I played on. I think they didn't want to pay me because I'm a girl.

Dear NaimaSadaqat,

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 clarify what you mean by:

Their operator asked me incorrect questions about the game vendors.

• Do I understand correctly the questions you were asked were unrelated to your gameplay? Have you been able to answer all the questions correctly to your knowledge?
• Were you given a result report of your video call?
• Could you please specify how much you deposited each time in this casino?

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,

Tomas

Tomas, The operator asked questions about providers, I don't understand much about them. I know 1-2 at most, I think it's not my business to know about providers. I also think that I answered the questions fairly and honestly. I was not provided with a report on the results. We had a video call for about 20 minutes. Check this information with the casino, I think they should provide it, I made only 2 deposits of $50 and $50 in TRX cryptocurrency through my ATOMIC WALLET. I used the casino for entertainment, and they made a discussion out of it and confiscated the funds. This is an unfair casino.

Screenshots of my transactions are attached.

Thanks for your reply.

Let me refer to the rule specified in the accusations made by the casino:

2.1.10. You cannot transfer funds from your account to other players or receive funds from them, nor can you transfer, sell, or acquire user accounts.

The prohibition on said transfers also includes however is not limited to the encumbrance, pledging, assigning, usufruct, trading, brokering, hypothecation and/or gifting

• Have you funded your crypto wallet using the funds of another player of the same casino to your knowledge?
• Is someone you know also a player of this casino to your knowledge?

Tomas, No, of course not, it was my personal funds. I used TRX with my personal wallet.

Thank you very much, NaimaSadaqat, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you NaimaSadaqat for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CryptoBoss Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank 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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of CryptoBoss Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.