BossCasino, Bootlegger Casino

Hello, dear all

My name is Jessica. I am a representative of Support Team here at Boss Casino.

BOSS Casino is one of the largest online gaming providers in Europe. BOSS Casino is powered by Netgame Entertainment N.V, one of the pioneers of online casino software development. All 670 games are licensed by reputable independent auditors who monitor the integrity of the casino activities.

Try your fortune at BOSS Casino and may you win!

Updated 11th June 2019: Bootlegger Casino added to LCB lists

Hi Jessica,

Welcome on board. We're very happy to have you here with us.   

Best regards.

welcome to LCB

Welcome to our forum! Thanks for being here to assist our members with their queries or complaints.

Hey!

I read about your casino in one of the forums. Someone had a bad experience here, well so did i. It was in April last year. I won 1700 EUR, got my account verified and immediately had a problem because it was not possible to make the withdrawal to the Mastercard. This was weird to me since it was possible for me to make the deposit with the Mastercard but I could not make the withdrawal… Anyway I started with the Visa card and it took me some time with that. Finally when I got it the casino wrote me they needed it signed - done. It was November that they wrote me that my account was closed and I only got my deposit from them. There is something clearly wrong here - I could not make the withdrawal and did my best to get it done. Finally I did not get any money.

Hi Firefighter911,

please private message me your casino username and we will ask the casino rep to look into your account? 

Is there something new for me?

@ Firefighter911-  You need to send me you casino username in PM inbox so that we can contact the casino regarding your case. 

Ohhh sorry! Messaged you my username.

Thanks for sending your casino username.  We have notified the casino of the issue you are experiencing. Keep an eye on this thread for the updates. 

Hi Firefighter911,

We haven't received any response from the casino, so we have now sent another reminder. Keep you posted. 

Hi Firefighter911,

We are still waiting for their feedback on your case. Have you maybe managed to get in touch with them directly? 

Did not get any message from the casino!

Dear Firefighter911!
Thank you for bringing the situation with your withdrawal to our attention.
Please be informed that you have not passed the verification procedure in our casino yet.
We have not received copies of the requested documents from you so far.
In accordance with our Terms the winnings, which had been made with a bonus and had not been successfully withdrawn within 45 days, were voided and the amount of your deposit returned to your casino balance in September last year. Your account was closed in January 2019 as, regrettably, we are no longer accepting players from Germany in our casino due to transition to MGA license.
Should you have any additional questions or need assistance you are welcome to contact our casino directly via [email protected] any time.

Kind regards,
Maddison
Account Manager
Boss Casino

Hey!

Thanks for your response.  I have sent all the documents that were requested from me for the verification purposes. I could not make the withdrawal to my Mastercard even though I have made the deposit with this card.... I did not find anything relating to 45 days that you are mentioning here. In any case this would not apply to me since I already sent you the docs necessary for the verification!!! If it is about the Visa card then please consider that I made deposit with Matercard and had to apply for Visa to get the withdrawal from your casino....

@Firefighter911 - We will ask for another update on your case.  

Dear Firefighter911, as you mentioned, Master Card is regrettably not available for withdrawals in our casino but we are making all possible efforts to accommodate players requests and pay out the winnings with any other method available. We appreciate your cooperation and making a small technical deposit via Visa in order to process your withdrawal request. Still, our cashier had not received from you the proof of payments they earlier requested in order to complete the verification process.
Should you need more information about the previous version of our Terms and Conditions which contained the 45-day rule for winnings made with a bonus or more details on how to finish your verification procedure you are welcome to contact our Finance team directly via [email protected]. They would love to help!

Kind regards,
Maddi
Account manager

Hey!

I had sent all the documents to your casino after winning except for those related to having a Visa card (which i sent as soon as I got it, but obviously later). As I wrote before I made the deposit with Mastercard, I wanted to make the withdrawal on my card but this was not possiible. So I had to get the Visa card and while I appreciate that you are working on making Mastercard available at that moment it was not available for the withdrawal. I was sending all the documents in due order as they were requested. Considering the above I would like to get paid....

Hi Firefighter911, 

We will ask the Casino Rep to advise again on this matter. 

Dear Firefighter911!

According to the information from our Finance team not all of the documents have been sent or approved thus your account has not been verified. I totally understand your feelings and would love to help you with completing your verification process. We would prefer not to share personal information in the open source forum for security reasons that is why I would kindly ask you to contact our Finance team directly via email [email protected]. They will be happy to provide you with a list of documents lacking and assist you with your withdrawal. 

I hope for your understanding and strongly believe that with your cooperation we will be able to sort this question out in the shortest time.

Best regards,

Maddi

Account manager 

Hey!

I wrote to your Finace department. I hope this will be resolved in the nearest future. As soon as it is resolved I will write here!

Firefighter911

Hello Firefighter911,

I appreciate your understanding and cooperation. I am looking forward to hearing from you with good news soon.

Should you have any additional questions or need help, you are welcome to contact me via email or Live Chat anytime. 

Kind regards,

Maddi

Hey!

I do not get why I only got 300 eur, it is my deposit, what about the rest that I won???

Hello Firefighter911,

We will ask the Casino Rep for an update on your case. Keep you posted. 

Hello Firefighter911!

Thank you for your cooperation and for sending the documents needed to complete the verification procedure.

In accordance with our Terms and conditions (p. 7.15) which were active at the time of your request last year, the winnings that had been made with a help of bonus and not withdrawn within 45 days have been canceled and the amount of your deposits returned to your balance. The funds in the amount of 310 EUR have been paid out to you by our cashier today.

I have also sent you an email describing the situation. If you have any additional questions, feel free to contact me anytime.

Maddi

Account Manager

Hey!

I wrote before I could not make the withdrawal because of the Visa card. Your casino allowed me to make the deposit with the Mastercard but would not let me make the withdrawal on it. This is why I had to get another card...This is just ridiculous,please pay me my money!

Dear Firefighter911!
We sincerely apologize for the inconvenience that Master Card is not available for withdrawals in our casino. But we are always happy to accommodate any player's withdrawal request with any other payment method available. We appreciate your cooperation and making a small deposit with Visa and creating a new withdrawal request to your Visa card on the day of such deposit. But since we have not received from you all the required documents, 2 months later your withdrawal request to Visa was canceled and the amount of your deposits returned to your balance. After passing the verification procedure, the amount of your deposits was paid out to you last week.
If you need more details, feel free to contact me anytime.

Best regards,
Maddi
Account Manager

Hey!

I am referring to the mediator now. I have made the deposit with the mastercard. The casino let me make the deposit without any warranty that I would have a problem in case i would be withdrawing the money. After I did have a win at the casino let me know that I can only make the withdrawal to a credit card but not Mastrecard !!!!! I have Neteller but the casino explicitly told me I would need to withdraw to Vsa ONLY. I started making the card. When I made it the casino started making additional requests like that I would have to have it signed, I complied with everything. After this they inform me that my balance is confiscated!!!! Now look what they wrote me - "Shall winnings made with the help of bonus shall not be successfully withdrawn within 45 days from the first withdrawal request, they will be voided."NOW I made the withdrawal on the card I made the deposit with, the Mastercard!!! What is this ????? This casino should be blacklisted if it can do such things to players.....

Hello Firefighter911!

Let me explain what happened in more detail to make the situation clear.
We are not hiding any information from our players and it is explicitly mentioned on our website that Master Card is available for deposits only.
That is why your withdrawal request to Master card was canceled on August 29, 2018, and we kindly allowed you some time to get a Visa card.
In two weeks on September 12, 2018, you made a small deposit with your Visa card and created a new withdrawal request, to Visa this time. We also allowed you the time to pass the verification process. Unfortunately, we have not received from you all the requested documents. Thus, your withdrawal request to Visa was canceled on November 8, 2018, after 59 days since the date the request was created. The amount of your deposits was returned to you and paid out after you passed the verification in April 2019.
I understand you are upset about the situation but we definitely gave you the time to pass verification and send your documents(both Visa and not Visa related) since September, 12 to November, 8 which is even more than stated in our Terms.

Kind regards,
Maddi

@firefighter911 -  it is important for you to do the necessary homework before hand, thta is why we create reviews for each caisno so we can summarise and provide players with all the necessray info. Use the checkboxes to see what is avaiable for deposit and withdrawals.

Lol, i've received email that i cannot procceed my verification here.. Because they dont accept my ID-card as verification. They only accept a photo or scan of your passport.. I don't have that and this is my first time i ever heared that i cannot play or withdraw my winnings at online casino.. In my 3/4 years online casino experience this is the first casino that doesnt accepts ID-card and only wants passport.

FYI: LCB'ers, if u play at Bootlegger casino, they dont accept ur ID only passport.

Here's the email that i received:

Dear Jackie! 

You can play in our casino, but without completing account verification according to the mentioned requirements

you will not be able to process withdrawals. In your particular case, we require photo or scan of your Passport for account

verification.

 Thank you for understanding!

 Kind regards,

Cashier Bootlegger Casino 

Hi JackieNL,

Please send me your casino username in PM inbox and we will ask the Casino Rep to look into your case. 

Hi JackieNL,

Your account info has been sent to the casino. Keep an eye on this thread for the updates. 

Hello JackieNL!
We appreciate you taking your time to let us know about your experience.
We had a look at your case to see what options we may have to assist you best.
I would like to inform you that we accept ID-cards, passports and driving licences as proof of ID for verification purposes. In some rare cases, our cashier may require additional documents, and I would highly recommend you contacting our Finance team directly via [email protected] for more details on your verification and discuss if there is any other identification document that can be provided in your unique case if you do not have a passport on hand. Our cashier would love to assist you.
Feel free to contact us anytime with any questions.

Best regards,
Maddi
Account manager
Bootlegger casino

I do have Driver License for verification, i could try that.. 'll contact the cashier in the future.. Maybe i still wanna play there.. Thanks for support! :)

Hi. I am having a problem with withdrawals from bootleggers casino. I won €21,722. I made several withdrawals of €2000 but only 2 of them have paid. 6 of my withdrawal requests have been declined and they aren't giving me any reason for this. The withdrawal limit is €10,000 per week but in the last 5 days only €4000 was approved. Is this a delaying tactic? Please help me get this paid out quicker, thanks  

Hello Hartman1992,

Sorry to hear about your withdrawal issues. Could you please inform us with your Bootlegger Casino username via private message. After doing so, we will contact Casino Rep and try to resolve the issue for you. 

Hello Hartman1992,

We received your casino username details via private message. We will reach out to the Casino Rep. Please keep an eye on this forum thread for updates.

They paid a bit now. I will keep the complaint open. UNtill they pay everything.

Thank you.

Hello Hartman1992,

Thanks for the updates via private message and here. We reached out to Casino Rep three days ago and we haven't received a response yet. We will send them a reminder. Hopefully a response is provided soon. 

Hello Hartman1992,

We received a response from Casino Rep and this is what they said: 

"Customer under the username Hartman1992 will receive all his winnings, his request was already approved and some amount he already received!"

If there are any other issues that arise, please do keep us updated. 

They canceled all my withdraws yesterday again. They say there paying but they do not.

I hope you can follow up with them 1 more time.

Thank you.

Keep me posted on how your story ends, I would have liked to play there, but now I don't.

Hello Hartman1992,

That's unfortunate. We will ping Casino Rep yet again and see what the issue is. Thanks for the update. 

Hi Hartman1992,

Casino Rep has contacted us and they claim they have made full payment, they even provided proof. Please check to see if you have received the funds. Please let us know. Thanks.