Dachbet Casino - Player's winnings are confiscated due to claimed bonus abuse.

I made a withdrawal of 263 euros and waited for almost 2 weeks, only for them to tell me that I did something that violated the bonus rules. What cheaters this casino group is, always trying to take everything from everyone. I've noticed before that they do everything they can to avoid paying out when you win. I was up to 500 euros when I completed the bonus turnover.

Dear unabletoeattherice,

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

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

Could you please advise what was the amount you deposited in the casino?

Which games did you play and what was the maximum amount of bet you played while the bonus was active?

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,

Tomas

Dear unabletoeattherice,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of unabletoeattherice. We received the following message from the player:

"I missed this message, so I saw this now. I can answer the questions you asked

20 euros

20-40.50 cents on average

I played every possible game that I could play

the game they got hooked on was not a regular game but a game from Blueprint called fishing frenzy prize lines, this is a trap because even if the original bet is 20 cents the total amount can be higher so I would bet 3 euros per spin is a lie."

We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for your message,

If you have the correspondence between you and the casino saved, could you please send it to my email address at tomas@casino.guru?

I'll await your reply.

hi there ! my account has been closed ,why? i dont really know exactly. here is a picture from the chat.

Thank you very much, unabletoeattherice, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi unabletoeattherice,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Dachbet Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

business decision thay wrote my account is locket

Dear Tomas and unabletoeattherice,

Thank you for bringing this case to our attention!

We have reviewed the case and the Player's gaming activity with our relevant department and would like to confirm that a gameplay activity in conflict with the Bonus Terms and Conditions was found. 

Moreover, the Player claimed DBETWEL125 bonus (amount of 25€). While in the bonus campaign, unabletoeattherice played mainly slot games, including the mentioned game - Fishin Frenzy Prize Lines. The bets made by the player, while in the bonus campaign were from 0.10€ to 3.01€.

According to the Terms and Conditions of the bonus, there's a restricted gameplay point that states "Placing bets of amounts higher than €12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower". 

In this case, considering that the bonus received was 25€, the player's bet stakes should not exceed 1.25€. As you can see above, and as the Player already confirmed, they have placed bets with a higher stake due to a possibility in a game that allows you to increase your chance to win by raising your bet stake. 

Due to the breach of the Bonus Terms and Conditions, all winnings acquired by the Player while in the bonus campaign were voided, and all of this information was already provided and explained to the Player by our Customer Support Service. 

Please note that due to the ongoing investigation of this case, Player's gaming account was closed, just to make sure that no misunderstandings or inaccuracies will take place. Currently, their account is fully active and available. 

Also, keep in mind that only the winnings from the bonus were voided, and the deposited funds used for activating the bonus campaign were returned to the Player's gaming account. On a later date, the Player successfully withdrew the available balance.

We hope that this will further clarify the issue.

Best Regards,

Dachbet Casino Team

Dear unabletoeattherice,

Can you please confirm that you have no active balance at the moment? Thank you.

Kind regards,

Tomas

I have no active balance there. I took out my deposit, then I wonder what they do with the 500 euros that I was up to, do they take it into their own pocket. What happens to that money?

I understand that Dachbet casino is a scam casino that should disappear from the market they are only there to deceive people nothing else I did nothing wrong they also have a responsibility to close such games that you can fall into the trap on .bet on bet i a slot machine.

It sounds like you have committed a crime for playing on their site if you read their statement.

The absolute worst casino group you can play at is Bellona NV, they always find something that sounds good, then if you don't get anything, they create traps so you don't risk anything.

first of all, I didn't win anything on that game, but it doesn't matter as long as you find something, cut them straight away, no compromise or anything, take it all!

Dear Dachbet Casino,

Can you please provide us with the player's game log? You can send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Tomas,

Thanks for your reply!

Keep in mind that all relevant information was already provided and explained to the Player. The exact bet IDs that are in conflict with our Terms and Conditions were already provided by our support. Also we would like to mention that the Player's account is fully active and operational, thus they are able to check it by themselves.

We have explained the reasoning behind all actions taken and the Player has also confirmed the breach in this thread. In conclusion, everything was done according to our terms and conditions and the Player was informed of it as well.

Best regards,

Dachbet Casino Team

here is some info

Dear Dachbet Casino,

Am I correct in saying that only one bet was in conflict with your bonus T&Cs and that this bet was a losing one at the same time?

Thank you.

Kind regards,

Tomas

absolutely no win where the game is different from a regular slots game.

Dear Tomas,

Thanks for your reply!

In the screenshots provided by the Player, you can find more than only one bet in conflict with the Bonus Terms & Conditions. Also, we think that the matter of the case is not about the win or loss of the bets, but the fact their stakes are exceeding the amount mentioned above in this thread. This is considered restricted gameplay, according to Point 10, Bullet 3 in the Bonus Terms and Conditions, link to which you can find below:

 - https://dachbet.com/promotions/welcome-package

Please be informed that we have already explained the situation in details to the Player, and provided them with all relevant information. The breach was also confirmed by unabletoeattherice in this thread. Thus far, all actions were taken according to our Terms and Conditions.

Kind regards,

Dachbet Casino Team

Dear unabletoeattherice,

Could you please provide me with your game history? I want to see how many bets had been in breach of the maximum bet term and also to determine how many of them were won and lost.

Please send the data to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Dachbet Casino,

Can you please confirm that only 2 bets were in breach of the "maximum bet" term? See the image below:

Thank you.

Kind regards,

Tomas

it's just that game, i don't know how to download game history.

Yes only the times you marked have exceeded nothing deliberate and only loss.

I can give you my account login and you can go in and look for yourself otherwise.

Dear unabletoeattherice,

After consulting this case with the casino's representatives, unfortunately, they don't want to make any compromises.

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings.

From our perspective, we believe that you breached the maximum bet rule unintentionally and didn't gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system, although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually. 

When judging situations like this, where we believe that the max bet rule was breached unintentionally, and the player didn't get any advantage (https://casino.guru/fair-gambling-codex-for-casinos#max-bets), we always recommend the casinos pay the player. However, we understand that some casinos are very strict with their decision.

Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'. 

I am very sorry about the situation, I would normally recommend you try it out with the licensing authority, but I am convinced that they would be on the casino's side since they behaved according to their T&Cs. However, the complaint will be visible as a warning that this casino is unwilling to make any compromises.

Kind regards,

Tomas