Dbosses Casino - Player complains that he didn’t receive cashback bonus.

Hey,

dbosses didn't gave me my 1400 Euro cashback. They blocked me one day before i should get the cashback. Reason is KYC is not verified on time. On 11 Sept i received a message that my KYC process was succesful. At 23th October (the day i should get my cashback) i received a message do verify my KYC. I got immediately blocked. The policiy for cashback says that blocked player don't get any cashback. What a surprise. One day later my account is reblocked without that the KYC process was done.

Really criminal what they do. Please help me CasinoGuru.

Kind regards,

Mario

Dear Adrijan2011,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you redeemed any cashback bonus from this casino in the past? What was the exact reason why a promotional offer couldn’t have been applied to your account? Have you tried to communicate this issue with casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Dear Adrijan2011,

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.

Thank you, Adrijan2011, for your email. Could you please advise if you have received any cashback in the past or since the incident? Please understand that casinos are not obligated to reward their players with any bonuses and promotional offers.

Hey Petronela,

ja ich hatte schon mehrmals Cashback erhalten. Und ich weiß das die Casinos das nicht müssen. Aber ist es nicht komisch, dass die genau wenn der Cashback so hoch ist, nochmal nachdem KYC Prozess fragen? Und zufällig werde ich auch blockiert, damit ich diesen nicht mehr erhalten kann. Ein Monat vorher war mein KYC abgeschlossen und am Auszahltag des Cashbacks von 1400 Euro (knapp 6 Wochen später), werde ich blockiert, KYC wird erneut angefragt und ich bekomme den Cashback nicht da blockiert. Zufälle gibts...

Thank you very much, Adrijan2011, 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 Adrijan2011,

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 Dbosses Casino to the conversation to participate in the resolution of this complaint.

Hello,

I would like to get more information on how the player came to the conclusion that he is entitled to €1,400 cashback please?

Our System is showing that his account is entitled to €450.

I am now waiting for more information on why the account of the player was closed.

Regards,

Richard

Hi,

ja die 450 Euro waren die Woche danach. Die Woche davor hatte ich über 7000 Euro eingezahlt. Mit meinem Level hatte ich 20% Anspruch. Die 1400 Euro standen als Summe auch da. Im Anhang die Umsätze vom 22.10. bitte prüfen. Und dbosses stimmt die 450 Euro kommen hinzu. Das waren dann insgesamt 1850 Euro.

Gruß

Mario

Please note that during that same week you had a lot of bonus bets and wins.

The cashback is awarded only on cash bets and based only on net losses during the week.

For further information please refer to the terms and conditions of the cashback from here.

https://dbosses.com/promotion/weekly-cashback

Hallo,

die Summe von über 1400 Euro standen bei meinem Cashback Konto. In der Woche hatte ich keinen Bonus. Nach meiner Sperrung nachdem plötzlichen KYC Prozess (nach einem Monat erneut angefragt), waren die 1400 Euro weg. Dazu kamen dann noch die 450 Euro in der Woche danach. Also bitte ich vom Casino ein faires Angebot was ein mein Bankkonto überwiesen wird.

Danke!

Viele Grüße

Mario P******

Dear Richard and Dbosses Casino,

If the player already had the €1400 cashback in his account and it disappeared after the account was blocked, I'm not sure what the discussion about the cashback amount means. Please look at the sum of deposits Mario made during that week and let us know what was the sum of deposits and what was the cashback supposed to be.

Dear Mario,

Could you please specify which time period/week exactly are we talking about (exact dates) to avoid misunderstandings?

Hi Peter,

vielen Dank für deine Unterstützung. Es handelt sich um die Einzahlungen KW 42 und KW 43. Normalerweise wird am folgenden Montag Cashback gutgeschrieben, der einen in der Übersicht angezeigt wird. Aber bisher von den beiden Wochen nicht einen Penny gesehen.

Cashback war bei meinem Treuelevel 20% bei Verlusten. Und ich hatte das Geld was ich eingezahlt hatte verloren. Trotzdem waren die vorherigen angezeigten 1400 Euro Cashback, nächste Woche dann bei 0. Und die 450 Euro von KW43 habe ich nie gesehen.

Viele Grüße und danke

Mario

Hello everyone,

I have looked into your case with the relevant department for the dates the player has stated in the last message and indeed the player has a cashback of €1,400.

This was never awarded since the player had not yet verified his SOW. We are obliged by the regulator to close the player account if the player does not provide the necessary documents within a certain period of time.

On a gesture of goodwill however, I am now asking the player to request the re-opening of his account via an email so he can claim both the €450 and the €1400 cashbacks one after the other with the usual wagering requirements.

Hope that such resolution makes the player happy with the end result and looking forward to see him again on dbosses casino.

Regards,

Richard

Hallo zusammen,

ich bin damit zufrieden. Ich habe die Mail an den Support geschickt. Ich melde mich nochmal, wenn ich mich wieder anmelden kann und das Geld auf meiner Balance zu sehen ist.

Gruß und danke

Mario

Hallo zusammen,

leider war es nicht möglich mein Konto zu eröffnen.

In that case, first I need to check the reason behind the permanent ban of your account since that is something related to responsible gambling and can over-rule any decision from anyone.

Please allow me some time to get more information about your account.

Regards,

Adrian

Hi Adrian,

danke. Was ich nur sagen kann ist, dass ich mein Konto ein Tag später (nachdem Cashbackmontag) automatisch freigegeben wurde und nachdem ich mich darüber beschwert hatte im Chat, wo mein Cashback nun ist, wurde ich gesperrt. Vielleicht hilft das weiter. Fakt ist der Cashback stand mir zu und das starten eines erneuten KYC Prozess und das sofortige Sperren meines Kontos,zufällig beides am gleichen Tag, wo ich mein Cashback erhalten sollte, war mehr als unfair. Besonders da einen Monat vorher der KYC Prozess erfolgreich war. Das das einen schon seltsam vorkommt, muss man nicht extra erwähnen. Also bitte sucht keinen neuen Grund um mir nicht den Cashback zu geben. Das habt ihr mit Sicherheit nicht nötig.

Gruß

Mario

Dear CasinoGuru,

We can confirm that indeed the player was able to log in to the account on 25th October 2022 following the submission of the requested Source of Wealth Documents. The account was reopened on 25th October 2022 @11:24 however that same evening @ 23:19 the account was enforced with an Exclusion as indicated in the screenshots attached.

The Responsible Gambling Department has confirmed Adrian’s account was Permanently Excluded on the 25th October 2022 @ 23:19 following a review of the documents submitted and it was noted that the player was funding his gaming by means of "Credit" including loans, overdraft, and Credit Cards. Unfortunately, due to some technical errors the email was not sent to the player to inform him of such closure.

We are an Operator that promotes Responsible Gambling therefore we always want to ensure that our player’s gamble for fun and not seeing Gambling as means of generating income as much as possible.

As per our internal Social Responsibilities Policy and the Malta Gaming Authority’s Player Protection Act if a player is deemed to be high risk the operator should enforce a Self-Exclusion and inform the player accordingly.

We know this might not be the answer that Adrian is expecting but unfortunately the account will not be reopened, and we apologise for the confusion around the reopening.

Regards,

Richard

Und das mit dem Darlehen ist Quatsch. Bitte um Beweise. Und Kreditkarte ja. Warum bietet ihr dann Kreditkartenzahlungen überhaupt an?

Gruß

Mario

Hi all,

Thank you for your replies.

Dear Mario,

We discussed the issue internally and came to a conclusion. The available information regarding your deposits and income suggests that you were overspending which triggered the additional checks and responsible gaming tools. That is why your account was blocked. If the casino didn't react, it could run into issues with the licensing authority. Since casinos in general can restrict players from bonuses like in your case, I'm afraid we can't force the casino to give you the bonus. Had you made winnings from the bonus and finished the wagering, the situation would be different and we would definitely try to convince the casino to pay you. However, this is not the case. I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Malta Gaming Authority (MGA). You may do so by contacting the MGA player Support Unit at the following link: https://www.mga.org.mt/support/online-gaming-support/. I wish I could be of more help.

Best regards,

Peter