DAZN Bet Casino ES - Player's winnings are being confiscated.

Hi, I came in first place in the roulette tournament from March 9-16, winning a prize of €4000.

And they don't want to pay because they say they don't want to and that they do what they want.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DAZN Bet Casino ES.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Is your player's account verified? Have you made any previous deposits and payouts from the casino?
• Was the tournament free to enter and participate in?
• Could you please share with me your communication with the casino regarding the reasons you were not paid? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, I'm replying.

-Yes, my player account is accessible and I can log in

-Yes, it's verified and I've made deposits and withdrawals

- Signing up was free, but participating wasn't, as you had to bet many times with real money on the roulette wheel.

I'm sending a link to this week's tournament.

https://www.daznbet.es/es-es/promociones?tab=torneo-casinoenvivo-10k-w13

Dear Jplatin,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

After saying I'm not eligible for promotions, I find out today this.

Hello Jplatin, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the troubles with the tournament and prize redemption. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of DAZN Bet Casino ES to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings have been denied, and bonus rules invoked? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Jplatin,

We have tried to contact the casino repeatedly via e-mails and Teams, and we have been told this casino is not interested in dealing with Casino Guru and/or complaints lodged against them. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you lodge a complaint directly to Dirección General de Ordenación del Juego at https://www.ordenacionjuego.es/denuncias-reclamaciones, who provides license for this casino. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej