CryptoBoss Casino - Player's winnings have been delayed.

Helllo

I play with friend on casino i won some money now casino not pay I had really high win but they not pay it is not fair.

can you please help.

I win money with no bonus

Dear chaislots2001,

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 how exactly you 'play with friend'?
• Did you pass the KYC verification?
• Which games did you focus on - slots, live casino, sports betting, etc.?

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

Dear chaislots2001,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I play with friend together on many casino sites we have fun playing. We share casino to each other just play for fun

Yes i pass I get paid already from this casino they always pay me

hich games did you focus on - slots, live casino, sports betting, etc.?

casino most ot the time card game and slot sometih sport

Thank you very much for your reply, chaislots2001. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, chaislots2001!Your cashout has been canceled.

this is the only communication i have.

Thank you very much, chaislots2001, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, chaislots2001,

I am sorry to hear about your trouble. 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 does the user's withdrawal take so long?

Have the disputed funds/winnings been confiscated, or can the user expect the payment in some reasonable time?

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 supporting evidence to my email address (branislav.b@casino.guru).

Hello, chaislots2001!Your cashout has been canceled.

this is the only communication i have.

Dear chaislots2001,

Unfortunately, we could not confirm this information. Here is your notification that is marked as read :

The CryptoBoss team reminds you that all promotional offers are limited to one per person, family, household address, email address, telephone number, payment account number, IP address, and shared computer (e.g., public library or workplace). Therefore, since this bonus has been previously used on the associated account, we are forced to cancel your winnings and refund your last deposit. Please make a withdrawal, after which your account will be deactivated.

We have confiscated your winnings because you created multiple accounts and used our Welcome Bonus Packages on each of them, which is forbidden by our rules. The confiscated winnings resulted from the second usage of our Third Deposit Bonus. You are only allowed to use this bonus package once.

Respectfully,

CryptoBoss Casino

Thank you for the clarification, CryptoBoss Casino team.

Dear chaislots2001,

Is everything clear to you now? Can you confirm the above-stated, and that you received the notification with the explanation successfully? Can I consider the matter closed?

Hello,

No it's not clear to me at all as I have no idea why he's talking about multiple accounts.

I won a large amount above 8000 USD and the casino now say I make multiple accounts???

Let it be clear that with the welcome package they give to players I was lucky enough to win already one time an amount around 2000 USD and after they payed me I played further on their casino and their deposit menu automatically highlighted the next bonus which I made use of.....this time I win a huge amount of 8000 USD and now the casino come with these arguments.

When I would have created more accounts why they pay me the first time ?????

Dear chaislots2001,

Your first payment was approved due to an error made by the manager. Please note that you are not allowed to use the welcome package on multiple accounts.

Here is an excerpt from our rules:

3.2. Each Player is allowed only one Account, which means only one Account is permitted per household, IP address, or device. Attempting to open multiple Accounts may result in all of them being closed, and any associated bets voided. Additionally, any deposits, winnings, or bonuses accrued during the time a Duplicate Account was active will be forfeited and may be reclaimed by casino. You will be required to return any such funds withdrawn from the Duplicate Account upon request. If you need to open a new account, contact Support, and the old account will be closed. If you realise you have more than one registered. Account, notify us immediately to avoid your account being blocked.

Respectfully,

CryptoBoss Casino

Alright, chaislots2001. But please note if we and the casino representative devote more time to this, and it will turn out and be confirmed that you created more than 1 casino account and used the welcome bonus more than once, the complaint will be rejected immediately, without any further discussion.

Dear CryptoBoss Casino Team,

As you might know and as a standard, in such a case, we would need the supporting details/evidence. So let's get back a bit.

"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 supporting evidence to my email address (branislav.b@casino.guru)."

Looking forward to hearing from you.

Dear chaislots2001,

The casino provided the requested.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts (which also make verification of your disputed account impossible) and bonus abuse. It is allowed to use the casino's Welcome Bonus package (bonuses generally) once per user/account. Unfortunately, based on the details received from the casino, even though you and your friend would have been only 2 friends playing at the same casino, there are several specific data matches between at least the 2 linked casino accounts (including yours) that it would be very difficult or impossible to prove that not only 1 person registered and played with both accounts. On the other side, other things that should match if you and your friend played together at the same casino, as you claimed, did not match. In addition, as we were told, your first withdrawal was paid out by a mistake/human error on the casino's side.

If you did not use any bonus, especially the same complete Welcome Bonus offer that was used a short time before on the linked account, the situation would have been different, and we would have sided with you if the disputed winnings were made only with your real money deposit. Like this, it is impossible to confirm that 2 different persons played separately with the linked accounts.

The casino acted in accordance with the terms and conditions you accepted upon registration.

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