Dachbet Casino - Player’s bonus winnings were voided.

ich habe bei dachbet am 28.10.2022 225 euro eingezahlt mit 100 protzent bonus.

es handelt sich um den 4ten willkommensbonus.

CODE:DBETWEL225

https://dachbet1.com/de/promotions/welcome-package

nach erfolgreicher umsetzung habe ich eine auszahlung von 2253 euro beantragt am 28.10.2022.

dann erhielt ich eine email das ich 8 protzent gebühren zahlen muss da ich bereits vor kurzen eine andere auszahlung hatte:

Dear Jorg,

As per our site's general rules, section "3. Account and Personal Information", point 3.13.1 Multiple withdrawals performed within a 30-day time frame will be charged with a fee of up to 8% of the withdrawal amount.

In regards to the above, your current pending withdrawal is subject to 8% fees

daher entschied ich mich die auszahlung zu stornieren und später wieder neu zu beantragen.

ich habe dann am 29.11.2022 erneut die auszahlung von 2253 euro beantragt.

ein paar tage später erhielt ich dann die nachricht als ich mich in meinen casino account einloggte:

ihr auszahlung wurde abgelehnt da eine bonusmanipulation festgestellt wurde.

die einzahlung von 225 euro habe ich nicht zurückerhalten wie normalerweise üblich.

da ich mit meinen bonus nur 1 spiel gespielt habe(was laut bonusbedingungen erlaubt war) und den einsatz sowie das spiel nie geändert habe, habe ich aus meiner sicht keine bonusmanipulation begangen.deswegen reiche ich diese beschwerde ein.

als ich das erste mal die auszahlung beantragt hatte wollte man mich noch auszahlen mit - 8 protzent gebühren und jetzt auf einmal soll ich eine bonusmanipulation begangen haben.

es ist nicht meine erste auszahlung und ich bin voll verifiziert.

mit dem 2ten willkommensbonus DBETWEL250 75 protzent bis zu 250 euro habe ich am 24.10.2022 300 euro eingezahlt und die auszahlung von 2250 euro wurde erfolgreich durchgeführt.

mit diesem bonus habe ich dasselbe spiel gespielt wie mit dem 4ten bonus (wo mir auf einmal bonusmanipulation vorgeworfen wird)

und auch exakt den denselben einsatz den ich nie geändert habe

Dear fowi30,

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. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

nein keine genau erklärung.

es handelt sich um den 4ten willkommensbonus.

CODE:DBETWEL225

https://dachbet1.com/de/promotions/welcome-package

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi fowi30,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Dachbet Casino to the conversation to participate in the resolution of this complaint.

Dear Peter and fowi30, 

After a check up on the player’s account, we noticed certain irregularities. As per our Terms and Conditions we reserve the right to conduct such investigations at any time: 

8.8.  Dachbet reserves the right to review transaction records and logs whenever it deems this to be necessary. Consequent to these reviews, it may become clear or suspicion may arise that the account is being: 

- Used as a non-recreational play type or wager style account; or 

- That players are colluding and thereby distorting the game play. 

 Dachbet reserves the right to deduct all winnings accumulated in case any of the above has been determined. 

Full T&C: https://dachbet.com/ca/pages/terms-and-conditions  

A more in-depth investigation of the gameplay of fowi30 was required after the initial check. We concluded that the player used a non-recreational play type, which is in direct breach of the Casino’s T&C.  

This is the reason why the player’s winnings were deducted.  

Kind Regards, 

Dachbet Casino Team

Dear Dachbet Casino Team,

Thank you for your reply. Could you please elaborate on that a little bit? You can post your reply here or send me an email (peter.m@casino.guru).

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.

Hi fowi30,

Unfortunately, it seems that the casino stopped responding entirely. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) 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.m@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 Dachbet Casino. 

Dear fowi30,

The casino provided evidence and explanation of what happened with the game "Gold Digger Mines" that you played in this and in several other casinos. The data suggest that you found and used a loophole in the game that helped you easily turn the bonus money into real cash and so avoid the wagering requirement. I tested the game myself and know how it works now. Since the same issue occurred in several casinos, we can rule out the possibility that this happened by accident. The intention to use the loophole in your favor is quite clear and therefore you are not eligible for the winnings. On the other hand, if the casino didn't let you play this game because of its nature and how it works, this wouldn't happen. That is why we find it fair to return the player's deposit as was already agreed with the casino. The complaint will be rejected. I wish I could be of more help.

Best regards,

Peter