The player from Germany has experienced a technical problem while playing. The player claimed that the winnings amount had been reduced. The casino explained that because the player had used winnings from a bonus to accumulate further winnings, the winnings were subject to the maximum cashout rule of the bonus. However, we were of the opinion that the bonus should have been finished upon completion of the wagering requirements, and that the winnings should then be unrestricted and not subject to such a rule. The casino wished to maintain its position in this case, so the complaint was eventually closed as 'unresolved'. The complaint was reopened at the request of the casino, and after much discussion an agreement was reached between the casino and the player to reinstate the winnings. Once the player confirmed the payments had been received, the complaint was resolved.
Dazard Casino - Player has experienced technical glitch while playing.
Amount: €65,000
Dazard Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Hello,
I have a huge problem!
I played the slot Big Wild Bufallo with a €50 locker last night.
At some point I received free spins and in the penultimate spin I had a big win of around 80k, which of course made me very happy. While I showed it to my wife and we were over the moon, the last spin of the free spins came and I got an incredible picture of over 250k when the game ended, the winnings were summed up (max win on the slot is x5000 Max win would be 250k but the slot showed me "only" 109k as a total win When I looked at the sale on the provider's website a little later (the highest wins are said to be recorded here) the last spin was simply changed and I have a different one get to see gameplay... the casino has already been informed and wanted to check with the appropriate department what options do I have to save myself this is a life changing win and every player's dream but they can't just take me out of 141k..
please urgently for help my nerves are at the end
Dear salarghiassi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
Now the casino has canceled the amount I had already won that was credited to my account and only left me 10k. With the reason I would have played with bonus money from points for money and there the max payout would be 10k. But that's not true, I had already won 20k with VIP bonus money (no max win limit) of which I had already paid out a part and I canceled the rest last night (about 8k) and continued playing with it and had the win mentioned above. So instead of 250k should I be satisfied with 10k?
I have sent you screenshots which clearly show that I made the big win yesterday with canceled withdrawals pending. The casino also admits that there is no max win for VIP but they claim I got the win with the points for money bonus. This is just not true as you can see from the screenshots. I received the said bonus on February 18th at around 4 a.m. but I received the profit with the canceled payouts that I had given in the order before the bonus was activated. I didn't make any profit from the points for money bonus.
I do apologize, salarghiassi, but I haven't received any emails with screenshots from you. Could you please try again? My email address is petronela.k@casino.guru.
Hello again, so the address is correct (see attachment)
You can't see the gameplay that far. Unfortunately only the last 50 spins.
but this is easy to understand based on the date of the respective payment.
-17.02
Received a VIP bonus and won over approx. 25k and paid it out.
02/18
ponit for cash bonus received and lost everything
02/19
canceled part of the payout from 17.02 and achieved the big win (of which 141k were simply not credited to me)
then I gave 5k again today to be paid out because my VIP manager had set it up for me so that I could pay out 12k of the 25k from 17.02 on the first day and then 5k each day. Now I had complained about the missing profit of 141k and meanwhile they simply deducted the remaining profit of over 75k and only left 10k
It seems to me that the casino is doing this on purpose because I was originally entitled to 140k more.. you have to imagine I had won around €350,000 in the free spins, of which only 109k were initially credited to me (although the game had a max win of 250k has) and when I complained about it, what had previously been credited was also taken away from me
I've been playing regularly for high stakes for over 15 years. That's the most I've ever won and they just want to take that away from me now
Thank you, salarghiassi, for your replies and forwarded communication between you and the casino. I saw the explanation from the casino that you accumulated your winnings from loyalty points, not from a real money deposit. Is that correct, please?
It was said that I won from loyalty points and as you can see it was said that if it was a VIP bonus I would be paid out. It was an old VIP bonus that I had paid out before receiving the points and canceled the payout after the points and thus made my profit. You can see that too. But suddenly the casino says it doesn't matter whether it's a VIP or a points bonus, although the message says otherwise
I have emailed you the chronological sequence again
I see. Could you please advise what is your VIP level? I have found the "Loyalty Program" that displays the exchange rate and prize breakdown applicable for free bonuses.
From which bonus you accumulated your winnings, please?
Hello, I'm Level Argentum and I won the prize with a VIP bonus that I had already paid out and canceled beforehand.
You can also see in the attachment that my VIP manager first says here "this is a Pinots bonus and if it were a VIP bonus there would be no problem." and when I received the game logs and it was clear that it was the VIP Bonus acts that I had already implemented and paid out. I then canceled the withdrawal and got the win. But suddenly the VIP manager doesn't want to know anything about it and insists that the condition applies to all bonuses. But from the course it is clear to see that what was said before.
I just emailed them the progress.
Thanks for the support
Thank you, salarghiassi, for the clarification. Could you please advise if you tried requesting the entire game history from the casino? I know you can see the last 50 spins only but the casino should give you your gameplay if you request it. Please try and let me know how it went.
Hello, thanks for the reply
I now have the entire history and have just emailed it to you.
Thank you very much, salarghiassi, for your game history. Since there are no dates visible, could you please advise the exact date when you hit the big win of €109,020? Also, please forward a screenshot of your cashier history displaying your deposits.
Hello,
Thanks for the feedback!
I got the big prize on February 19, 2023 at 8:35 p.m. (CET). I have just emailed you the attachments you requested. Thank you for your effort 🙏
Hello again,
I have also sent the messenger history in the attachment, where you can read exactly how the manager tells me that the winnings were unfortunately won with points. The manager literally says if I had made the profit with the VIP bonus, a payout would not be a problem. At the time, the casino firmly claimed that the winnings came from the points. Only when I proved that the winnings were from the VIP bonus did the casino claim that the same rules would apply to the VIP bonus. However, I have it in writing that previously something else was claimed. (I emailed you the attachments)
Hello again, I have listed everything chronologically here again.
17.02 Get a VIP bonus of €300
17.02 VIP bonus wagered and won over €25,000.
17.02 Request to the manager if I can withdraw more than the allowed €5,000 a day? (There is an agreement regarding higher payout)
18.02 Manager confirms that after consultation I can immediately withdraw €12,000 and €5,000 every other day.
(There has never been talk of a winning limit here! I have already won over €25,000 here and no one says that I have exceeded the limit or at least should not exceed it any further. Here my profit will be paid out without any problems)
19.02 17.000€ have already been paid out here and another €4,000 were still in progress.
My account balance here was below 10 cents.
19.02 I activate the bonus "points exchange" but do not make a profit here and lose the money.
19.02 I cancel the €4,000 that were still in progress and thus achieve a profit of over €100,000
But play another €25,000 so that my account balance is €75,000
19.02 so that I don't completely lose everything, I use a Cool offf lock
20.02
When I wanted to give another €5,000 for payment, I noticed that my profit was reduced from €75,000 to €10,000.
20.02
Asking for management why my credit was reduced from €75,000 to €10,000, I received the answer you can see in the screenshot
Thank you, salarghiassi, for your replies. We are communicating with the casino and will inform you shortly about any further updates. Thank you in advance for your patience.
Thank you very much, both sides, for providing all the necessary information. I will now transfer salarghiassi's complaint to my colleague Adam (adam.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.
Hello Adam,
First of all, thank you very much for processing my case.
I have also added the email traffic with Dazard Casino to you.
I am aware that casinos have terms and conditions. I have been playing for almost 20 years and I know it really well.
However, in this case it is not about the official bonus conditions but about a personal VIP bonus, which is almost individually in every casino.
You can clearly see from the communications I sent you before that I am told several times that the profit doesn’t comes from the bonus "points exchange" and my VIP manger write it would not be a problem with the VIP bonus but in this case i use the Points Exchange (Look at the Telegram screenshot with the VIP Manager).
Furthermore, it is also clear here in the email process with Tim from Dazard Casino that I mention several times at the beginning that the profit comes from the VIP Bonus. Tim claims here at the beginning of the conversation that I am wrong and the profit comes from Ponits Exchange (here again it is not even mentioned that it does not matter what bonus I used)
Only when I clearly prove that the profit comes from the VIP bonus does the casino suddenly change its view and claim that the conditions also apply to the VIP bonus.
I know that you are strong for fair play bets and if you look at it you can clearly see that Dazard Casino does not act fairly here and tries to twist his own statements.
Thank you very much again for your clarification.
i have send you all the traffic per Mail
Regards,
salar
Hello Salar,
I have reviewed your case and I am currently discussing the situation further with the casino. Thank you for additional the information you have sent. I will post here with an update as soon as possible.
Kind regards,
Adam
Dear Salar,
Unfortunately, the case is still being discussed and more time is required to bring it to a conclusion. I will, as mentioned, post an update when I can provide further information to you.
Thank you for your continued patience.
Kind regards,
Adam
Hello Adam,
many thanks for your support!
If you still need proof from me, please do not hesitate to ask.
I have compiled all the evidence so far to show that the casino is twisting the facts and refusing to pay my winnings.
Best regards,
salary
Hello Salar,
I am awaiting a further response from the casino regarding this case, so will once more extend the timer in the hope that we can find a resolution to this complaint.
Kind regards,
Adam
Dear Dazard Casino,
Can you please provide us with an update regarding this case?
Kind regards,
Adam
Hello everyone!
First of all, we want to thank the Casino.Guru team for taking their time to investigate this case.
We have contacted game provider concerning the calculations and I want to assure you that winnings were calculated correctly.
The game provider have provided us with bet details and round replay as well. Our team have forwarded this information to the player.
However, If the player still has doubts, he could contact the game provider directly.
All games on our site are represented by licensed game providers, and I think they will be happy to double-check this information with the player.
As for the winnings from the bonus funds, all the winnings were acquired from using bonuses.
The maximum amount of winnings acquired from using bonus funds, including any deposit bonuses, no-deposit bonuses, weekly reload bonuses, winnings from free spins, cashback bonuses, funds received from, exchanging points, tournament winnings, local jackpot winnings, loyalty bonuses, and other bonuses is EUR 10,000 / USD 10,000 / AUD 15,000 / CAD 15,000 / NOK 100,000 / PLN 44,000 / NZD 15,000 / JPY 1,300,000 / BTC 0.3 (other cryptocurrencies at the euro exchange rate).
The amount you win using the above-listed bonus funds that goes beyond these values may not be available for withdrawal and will be cancelled.
After the financial department audited the winnings, it was determined that the winnings acquired from using bonus funds.
Therefore, some amount of the winnings were deducted according to the rule above.
You can check out Bonus Terms and Conditions by the following link: https://www.dazard.com/bonus-terms-and-conditions
We would like to point out that the gambling must be treated as an entertainment measure only. The casino is not a financial institution or charitable organization and therefore should not be treated as such.
Moreover, the most casinos have the same rules regarding maximum amount of winnings from using bonus funds.
Our company is always glad to reward our customers for their activity with gifts, bonuses, special offers and even more. However, our bonuses and bonus offers are regulated by the Bonus Terms and Conditions.
We understand that sometimes you have to bend the rules to satisfy our customers. Please let me note that from our side we have paid out more than was available due to winnings limit from bonuses to make a customer happier.
As for the real funds from deposits, we don't have any limitations on winnings for playing with the real funds.
Also, we understand that it could be frustrating. We are always looking for the ways to satisfy our customers and make them happier. We will be glad to provide you with the additional bonus of 1000 EUR with wagering requirements x10 to cheer up the player. To claim the bonus, please feel free to contact our customers service in any convenient way for you.
We provided the player with all the data and rules we were referring to. All the necessary evidence was provided to the representatives of the forum. In case you need more information, we would be glad to help you.
Sincerely yours,
DAZARD Casino Representative
Hello Adam Hello Dazard,
in the attachment you can see how the VIP manager informed me in the messager after my question why my winnings were withdrawn that my winnings were allegedly generated by the bonus program "Points Exchange" and there are no problems with the VIP bonus to achieve higher winnings but since I allegedly made the profit with "points exchange", my profit was reduced. Only when I proved that the profit was achieved through the said VIP profit did the casino no longer want to know anything about the message from the VIP manager and has been twisting its own statement ever since. @ I uploaded the screenshot here again if I'm too stupid and didn't understand the context feel free to correct me
Dear Adam, Unfortunately I couldn't upload the screenshot here. I just emailed them to you.
Hello all,
This case has been discussed at great length and all evidence reviewed multiple times.
Our final conclusion is that the player accumulated the funds from the EUR 4000 that was part of the already established winnings from the use of the VIP bonus. It was agreed that the amount won could be withdrawn, and the casino stated that this EUR 4000 was part of the winnings and a withdrawable amount. The casino also stated that if this amount had been withdrawn, then deposited and used to accumulate the large win, there would be no restrictions. The question here is when the funds stop being "bonus funds" and can be considered real money without limitations.
There does not appear to be anything in the terms and conditions that states that the money should be considered as "bonus funds" until the withdrawal of the winnings has been completed. As the wagering was completed, winnings agreed upon and withdrawals were in process, it is understandable that the player could believe that the bonus was finished. The fact that other rules such as max bet no longer apply at this point only strengthens this.
Consequently, we do not feel that the fact the money was not withdrawn before being used to gain the large winnings is sufficient or fair as a reason for capping the player’s funds and believe that the win, as displayed in the video from the provider, should be honored in this case.
Dear Salar,
At this point, the casino has stated that their decision is final in this matter and made you an offer of a bonus as compensation. As mentioned, we believe you should be entitled to be paid the amount as displayed in the video from the game provider, but as the casino does not want to reconsider its decision the only option we have is to close the complaint as 'unresolved' and recommend that you submit a complaint to the regulatory authority.
I would therefore like to ask you if you will be accepting the casino's offer of the aforementioned bonus as a resolution to this case, or if we should proceed to close the complaint as 'unresolved'.
Kind regards,
Adam
Hello Adam,
First of all, thank you very much for your commitment and effort!
Far from the facts you listed, the VIP manager told me in messenger that the profits from the VIP bonus are unlimited.
however due to this experience i will avoid all casinos of dama group in the future.
The casino's offer with the €1,000 bonus is just a bad joke to me and shows how unfriendly the casino is to customers and of course I will not accept the offer.
Furthermore, I will make it my task to make this incident public everywhere so that other customers do not fall for such a provider.
Many thanks to the whole Guru team
I will
Thank you for your response Salar.
The complaint will now be closed as "unresolved' as previously mentioned. I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
This complaint has been reopened at the request of the casino.
Dear Dazard Casino,
Can you please provide a further update on the situation?
Kind regards,
Adam
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 Salar,
The casino has stated that this complaint has now been resolved, can I ask you to please confirm this and that the complaint can be closed?
Kind regards,
Adam
Dear Salar,
I would like to ask you once more to respond to the complaint and confirm that the matter has been resolved.
I will extend the timer for 7 days. If we do not hear from you within the specified timeframe the complaint will be rejected.
Kind regards,
Adam
Hello everyone!
I am delighted to inform you that we have reached an agreement with the player after he had a discussion with our manager.
It is going against our current Terms & Conditions but it was decided to add the whole amount that was substracted according to the agreement he had with casino representative. As it was mentioned before, we understand that sometimes you have to bend the rules to satisfy the customers.
We are also glad to announce that we will rework the bonus rules in the future and we are currently working on it. We are looking for a technical solution we already have for free spins bonuses, but right now the bonus rules will only apply at the wagering stage and at the completion stage.
In addition, we want to thank the Mr. Ghiassi and Casino Guru team for their patience and their cooperation on this case.
Thank you all very much! We wish you all the best!
Sincerely yours,
DAZARD Casino Representative
Hello Dazard Casino,
Thank you for updating us on the situation. The player has since stated that their last payment is due to be made on 01/07/2023, and that they would then like to post confirmation. Consequently, I will set the timer for 6 weeks and we will await further news from the player.
Kind regards,
Adam
Dear Salar,
Can you please provide an update on the situation regarding your payments? Are any still outstanding?
Kind regards,
Adam
Hello everyone,
As already mentioned, the payout was paid out in 3 installments. Unfortunately, there is still a bitter aftertaste because I will never get the profit I really made because neither the casino nor the game manufacturer feels guilty. We're talking about a difference of €140,000, but since I have no evidence other than my eyes and my wife's eyes, I can't seem to get anything there. I hope and wish that this doesn't happen to any other player. But at least, thanks to your help, I received the remaining amount that was canceled before. Many thanks again to the whole Guru team and people pay close attention to where you play and very importantly do not take any game providers who have attracted negative attention, as in this case BELATARA recordings were manipulated and mr were simply never credited with more than €140,000.
VG,
salary
Hello Salar,
I am glad that the payments were received as per your agreement with the casino, and I appreciate your additional comments. I will now mark the complaint as resolved in our system.
We thank you for your cooperation and confirmation, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
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