The player's winnings were voided for breaching bonus terms. After an in-depth re-examination of the player's situation, the casino concluded the player was right and his winnings were obtained without using bonus money. The player has been refunded with confiscated winnings. The complaint is resolved.
Dachbet Casino - The player's winnings were voided.
Amount: €2,200
Dachbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello everyone, I won €2,200 on Sunday, March 27th, 2022 at the Dachbet Casino and wanted to pay it out first I had to verify myself, which worked after several attempts, then nothing happened yesterday, the support said my payout was about to be made and today I get it Message Payout Rejected Reason Bonus Manipulation!!! I didn't have an active bonus running but the reason given by the casino was that......!!!!Their bonus manipulation was the following:
You have placed large bets that resulted in a substantial win, followed by a wager reduction of at least 75% of the previous average wager in order to meet the wagering requirements of this bonus.
Please note that since bonus manipulation was detected, we were obliged to cash in your winnings. ……..I think that is an absolute cheek! I ask for help, the support has been behaving very strangely since then, it was my 6th deposit and Dachbet says I had a bonus running that is used for the 4th deposit, that alone is proof enough! Ask Casinoguru for help!
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2 years ago
Hello Burgi81,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dachbet Casino. Please allow me to ask you a few more questions before we would move forward.
Are you able to access your betting or bonus history within your account and provided it to us - send it to nikolas.b@casino.guru if possible, please. Did you have any successful withdrawals in the past? Did you finish the wagering of your previous bonuses before depositing again?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Thank you Burgi81 for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
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2 years ago
Hello, Burgi81,
I am sorry to hear about your issue. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Dachbet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Dachbet Casino Team,
Could you please clarify this situation? Why were the player's winnings confiscated? If the player was playing with real money, bonus terms should not be applied in this case.
Was there any other breach of the terms? Are there any features that can be won with a bonus (unfinished) and collected with real money after losing the bonus? Can you provide us with the player's gameplay history?
It is possible to share the data by sending it here, directly with your reply, or by sending them to my email (branislav.b@casino.guru). Please note any personal data are marked as sensitive and hidden from the public.
Thank you in advance for providing the information.
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2 years ago
Translation
The manager will refer to the fact that a bonus was running, this is not correct, he should please prove that a bonus was paid on the €50 deposit, which therefore had to be €50, so I should have started with €100, unfortunately the process in dachbet Casino cannot be done comprehend! It's not like that!
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2 years ago
Dear representatives and Sven,
Thank you for the update and apologize for the delayed reply.
As per our Customer Support and their detailed analysis, we would like to mention here as well the situation around the player.
We've contacted the player regarding his account status, moreover that our trading department has detected that his betting activity related to the DBETWEL225 (link: https://dachbet.com/de/promotions/welcome-package) bonus has been in violation with the general terms and conditions of the website. Please see the note in the rule below:
Section 8. General Promotional Terms, Rule:
8.8.1. Casino bonus manipulations may consist of, but are not limited to:
Placing bets that are specified as a restricted game in the rules of the relevant promotion
Increasing the balance and then changing game behavior (bet, game type, bet structure, etc.) in order to meet the bonus wagering requirement.
As the above mentioned, since a bonus manipulation is detected, we were obligated to cash the player's winnings as per our website general Terms & Conditions. More - "Please note point: 8.8.3. "In case of bonus manipulation, Dachbet reserves the right to withdraw any winnings incurred."
You can find the T&C's in detail following this link: https://dachbet.com/terms-and-conditions
Hope this will be usefull.
Kind Regards,
The Dachbet Casino Team
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2 years ago
Translation
That's not true the bonus DBETWEL225 was given to me with the 4th deposit in the amount of 30€!!!!! However, I made the profit with the 50€ deposit from March 26th, 2022! Unfortunately, this can not be understood with your transaction list, probably just like that! I have all the screenshots from your support, each of your agents is a scammer, everyone tells me something else, no one specifically answers my question!! Either they all come from the special school or are trained to cheat people!! Just the accusation of bonus manipulation because I made the spin with €15 and then lowered the stake, that's cheeky!! It's my business, what do you care?!?? But the best thing is there was no bonus!! I won't put up with that and if I have to fly to the licensor in Curacao then I'll do that too!!! Before I publish the screenshots from your scammer support here, I'm giving my winnings to Skrill for the last time! Otherwise I'll go all ways against you! Your Sven
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2 years ago
Greetings all,
Thank you for all information and updates.
Dear Dachbet Casino Team,
Could you please provide us with the relevant evidence that supports your claims? Is it possible to share with me the player's complete transaction history and gameplay history, where also balance is visible?
It is possible to share the data/documents directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
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2 years ago
Translation
Thanks Branislav and thanks to the whole Casino Guru team for your commitment!! It's just like I say honestly! I don't have to lie! I'm not the only one who is cheated by Dachbet Casino, there is not a single positive report about this casino on the net, everyone didn't get any money! Thanks!
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2 years ago
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The casino didn't answer and what happens now?
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2 years ago
Dear Burgi81,
Now, the timer will be extended for another 7 days and I will try to contact the casino outside of this open thread.
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2 years ago
We would like to ask Dachbet Casino Team 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 will have a negative impact on the casino's rating.
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2 years ago
Translation
🤔 nothing else happens then? Of course they are scammers! Man should revoke the license ok will hand the matter over to a lawyer!
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2 years ago
Dear Mr Burgmer,
We have looked into your case again and would like to update you regarding your complaint.
After further investigation, based on your complaint, we have concluded that your claim was right and that the winnings were indeed achieved without any attached bonus campaign, as we have initially assumed.
Therefore, we have reimbursed the amount of €2,158.97 to your account, which we had previously deducted erroneously.
We confirm that prior to deducting the winnings, we saw a significant breach in the bonus T&C's, however, we see that the outstanding winnings were made with your follow-up deposit and you're right of claiming that we were wrong here, which we do apologize again.
We're going to work even harder to be able to provide the best casino & betting experience on Dachbet and to avoid errors like these in the future.
Best regards,
The Dachbet Casino Team
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2 years ago
Translation
I can hardly believe my eyes!
I also confirm publicly in the forum that the money was actually credited back to a casino account but did not confirm that I actually have it in my possession it should be in 48 hours according to the support but at the same time I would like to thank the Casino Guru team from the bottom of my heart Dach Bett Casino thanks again for reviewing and understanding your mistake. Kind regards, Burgmer
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2 years ago
Thank you very much, Dachbet Casino Team, for reviewing the case and for the explanation.
Dear Burgi81,
I am not sure about the result of this complaint now. Can you please confirm the previously confiscated funds were already credited to your casino account?
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2 years ago
Was your issue resolved, Burgi81? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will consider it resolved.
We are looking forward to hearing from you.
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2 years ago
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Yes all good the casino refunded the amount
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2 years ago
Thank you very much, Burgi81, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you, too, Dachbet Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
