Dbosses Casino - Player’s balance has disappeared.

Dear comunnity,

I played many times on Dbosses casino, deposited over a 1000 eur in total on it, one day I felt lucky and i deposited 300 euro to play with on roulette (I got all the proves/screenshot). I was right with my feelings out if the 300 euro deposit I made I won almost 4000 euro (I got all screenshots from the betting history). I wanted to withdraw my 4000 euro and celebrate... but somehow I couldn't withdraw it so I cant acted customer support. While contacting them suddenly the 4000 euro got deleted from my account... I stopped playing and asked for it to get it back the the customer support sayd the team has to review it.. after waiting for 6 days!! they replied to me and sayd that they are sorry and they want to compensate me with 395 euro bonus. I feel robbed here, please can you guys help me out. I made a complain at there casino again and they gonna review it again, but it feel so stressed that I don't get the right solution in a week time almost. I m losing trust, please help me with this I thank you kind!!!

Dear mobtx123,

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. Could you please advise if you have accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, when depositing, please forward its name or specific link as I’d like to check promotional terms and conditions. If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru.

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

Best regards,

Petronela

Thank you for the fast reply, your amazing! No I just deposited 300 euro my own bank. I played with the 300 euro of my own money and I never claim a bonus anywhere on casino sites cause I know they always use terms. With the time asswel you can see I deposited 300 first played with it made 4000 euro, like they can see on my account betting history.. I never asked or accepted any bonus from there site I always played with my own money that's why i m so frustrated right now. The women from customer support sayd she could active a bonus of 112 eur cashback or something like that I told here to cancel the 112 euro I don't want that, cause I never asked for it. I deposited 300 euro to play without any bonus or terms from them. I just want my deposited money and winnings that's a totall of 4000 euro please help me. Instead of refund 4000 they added 395 euro bonus, that's not right I feel scammed. Can I send screenshots to you so you can see it yourself?

they refunded 395 euro but they forgot a 0 in the end of the amount. Still no reply today hope to get this solved soon, the 395 they put back on my account is still there I don't touch it till I have a solution to this. it's clear in my betting history that I won 4000 euro, so I hope it's not hard for them to see it. Really hope your help will do something thank you in advance. The good thing is I can still log into my account.

Thank you very much, mobtx123, for the screenshots of your game history. Could you please advise if the balance disappeared after you stopped playing or if it was during the game?

I was playing, when it happened I stopped playing and contacted customer support meanwhile. I made big wins on that moment on lightning roulette, for example I won 20 euro on 0 x100. that's already 2000 euro, and after that win 30 euro on number 29 that's also 1000 euro and more wins

Dear mobtx123,

Could you please advise if the bonus balance was activated with your last deposit of €300? Ideally, please forward your bonus and cashier histories to petronela.k@casino.guru.

Thank you in advance.

Hi i will mail you the history, somehow my bet history got deleted, i select 180days to check about my betting history but its all gone and deleted somehow or i cant click 2nd to go to the 2nd page, i asked customer support asswel they dont understand it asswel, but happely i made screenshots of my winnings on the day that it dissapeared i already mailed those to you asswel. The deposit i can still see and i will mail you the screenshot of my deposit history.

I am 100% sure i didnt select a bonus while depositing the 300 euro! On the screenshot i mailed you, you can see a deposit of 300 euro is made and no bonus got added up there. I only made deposits and no withdraws till today.

Thank you very much, mobtx123, 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.  

Thank you. hope so too.

Hi mobtx123,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dbosses Casino to the conversation to participate in the resolution of this complaint.

Yes please they are not giving solution for already 11 days. I thank you kind I pray for a good solution cause I felt so bad about this last days. Hope they refund my dissapeared money from my account.

Hello there,

Please allow me some time to check about your case.

Thank you

Richard

That's what I hear everyday... since day 1. Hope to get a solution soon. I also can provide you screenshots of prove.

Dear Player,

From what I can see, the money retracted were added back to your account yesterday.

I apologise for the inconvenience and for the confusion, it was indeed a genuine mistake from our end.

Hope to see you soon at dbosses casino.

Regards,

Richard

Thank you Richard for the update.

Dear mobtx123,

Can you confirm that your winnings are refunded?

Yes i confirm that but it was emotionaly verry bad for me.

Dear mobtx123,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter