The player from Germany had his bonus winnings capped. After a closer examination, we ended up rejecting this complaint as unjustified.
Dbosses Casino - Player’s bonus winnings have been reduced.
Amount: €5,000
Dbosses Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Deposited 50 euros with a reload bonus and won 5000 euros. The 5000 euros was then canceled in the payout and 500 euros were credited to my account. There was no mention of a Max Cashout in the emails or SMS from the casino.
Suddenly there is probably a clause in the terms and conditions. You have to say that I am a regular customer and have already deposited quite a bit of money there. With my last cashout I was stalled for over a week before the payout finally came. And this time something!!!
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1 year ago
Dear 4hghdrd54k,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):
"2.11. Bonus money offered in standard and reload , in whose terms it is not stated otherwise, is not cashable. After 35x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while bonus amount will void.The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposit made over 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits equal or below 50 EUR (or the equivalent in any other currency) will be subject to a max cap win of x 10 the amount of the original deposit "
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Could you please advise if your withdrawal of €500 has been received already?
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
The payment of 500 euros has been received. It's definitely not typical for the Gammix Group to have such conditions.
Play on several sites as a regular customer and have never had any problems except for DBosses.
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1 year ago
I understand that it might be a surprise for players unfortunately, if the terms and conditions state clearly that the bonus has a maximum cashout there is not much we can do. Since the payout has been received successfully, do I have your permission to close this case as resolved, please?
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1 year ago
Translation
For me, unfortunately, very disappointing but I expected it. Unfortunately, it is sad that there is nothing about it in the e-mails from the casino and also in the SMS. Attracting players and then pulling them off like that is really bad. Can not understand the rating of the casino. The rating of the players looks different in any case.
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1 year ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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