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Casino disabled my account with my winning on balance. My withdrawal is canceled and as I got from support they will not pay amount. I was in the process of verification. I provided all requested documents and suddenly found out that my account was disabled, I couldn't log in my profile. I still didn't get any email from casino warning me about account closure. I chatted with support and got information from them that account is closed due to a management decision, my remaining funds or pending withdrawals have been canceled, the case has been closed and cannot be reviewed. They don't give exact reason of closure. I saved screenshots from chat, please find them in attachment.

Dear adilsonmodesto315,

Thank you very much for submitting your complaint.

I’m sorry to hear about the unexpected account closure and the cancellation of your withdrawal. To better understand your case and assist you effectively, could you please provide some additional information?

• Could you clarify if you had previously withdrawn any winnings from this casino before this incident?
• What types of games did you primarily play on the platform? For example, were your activities mostly on slots, live casino games, sports betting, or a combination?
• Were you notified at any point during the verification process that there were issues with your documents or account? Additionally, was any specific reason for the account closure provided to you, either in writing or in communication with support?

If you have any other relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with the case and advocate on your behalf. Without these details, it will be difficult for us to move forward, so we greatly appreciate your assistance in clarifying this information.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear adilsonmodesto315,

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.

Hello, sorry for delay.

I had never withdrawn amount from this casino. It was my first withdrawal. They confiscated my winning.

I played only slots.

I was not notified about any issue. I was providing all documents that they were requesting. After uploading my proof of residence and completing face verification I got email that my KYC documents were successfully verified. After that they sent standard email asking for payment method verification. I provided screenshots from my Mifinity wallet as requested. After that my verification process was pending. I didn#t get any email regarding account closure. I learned about it by chance when I tried to login to my profile but it was not possible, the note said : Login failed! System error!. I contacted support via chat and the agent sent me information about account closure, the screenshot of chat I already provided previously.

I sent all emails regarding account verification that I have.

Thank you very much, adilsonmodesto315, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 adilsonmodesto315,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Dbosses Casino to join the conversation.

Dear Dbosses Casino,

Can you please elaborate on why it was decided to close the player's account without processing their withdrawal? Although I acknowledge your right to close any player's account at your own discretion, however, any financial obligation should be fulfilled prior to doing so, or if any breach of terms has been detected, the player should have been notified about this. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru including any supporting evidence to justify your actions.

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.

Dear adilsonmodesto315,  

I wanted to provide you with a brief update. I have successfully contacted the Dbosses Casino Team and anticipate receiving clarification on the situation shortly. I will extend the timer for 5 additional days.

Good day,

Apologies for the delayed response.

Upon reviewing the player's account, we identified a pattern of bonus abuse, which has also been confirmed by the game provider. While we are unable to disclose more specific details here due to our privacy policy, we want to assure you that our actions were in line with our established rules. If the player would like to challenge our decision, they are welcome to reach out to our ADR service and can complete an Online Dispute Form at https://www.egis-adr.com/.

The Dbosses Casino Team

Hello,

Thank you, I will complete online dispute.

Thank you for your response, Dbosses Casino Team.

Dear adilsonmodesto315,

While I have received some information from the casino team, they are unable to share key details that would clarify the situation with us due to their privacy policy. Even though we would have liked to resolve the matter within our forum, we cannot fault the casino for referring your complaint to their official Alternative Dispute Resolution (ADR) service Egis.io

Kindly notify me after you have submitted your complaint to them, along with updates on your progress and the response you receive from Egis at michal.k@casino.guru. This information will assist me in monitoring your case and categorizing it appropriately once Egis reaches a decision. I will temporarily close this complaint while we await the regulator's input.

Hello,

I tried to fill in complaint on egis.io but error occurs and it is not possible to complete it.

I sent my information to the email address mentioned on the website. Hope I will get reply soon.

Regards,

Adilson

Good day,

In order to be of assistance, we checked with Starscream for you.

We were told that the process was recently changed. In case of complaints you can send an email directly to the Kahnawake Gaming Commission via complaints@gamingcommission.ca.

Wishing you a pleasant day.

The DBosses Casino team

Hello,

Thank you for the information. I sent emai and received feedback.

Dear adilsonmodesto315,

Kindly forward me the confirmation of receipt of your email from the Kahnawake Gaming Commission at michal.k@casino.guru. This information will assist me in monitoring your case and categorizing it appropriately once they reach a decision. I will temporarily close this complaint while we await the regulator's input.

Hello,

I have shared email with you.

Dear adilsonmodesto315,

Thank you for the email. As stated earlier, I will be placing this complaint on hold until we receive a decision from the regulator. Please keep me informed of any developments regarding your progress and the feedback you obtain from the Kahnawake Gaming Commission at michal.k@casino.guru