The player from Germany played a restricted game. The casino eventually paid the player the maximum win from the bonus and the issue was resolved.
Dbosses Casino - Player's inquiring help.
Amount: €1,300
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello first 🙂 I paid into the Casino Dbosses with a bonus offer, pay in 20 € and get 100 €, I successfully implemented it and requested the payout of 1300 €. I probably violated the bonus conditions because I played a game that was in the bonus is not accepted. I read the rules again and misunderstood them. What can I do to still get my winnings? I just find it unfair that the casino doesn't accommodate me a bit.
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2 years ago
Dear Dane,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward - do I understand correctly that you haven't been informed by the casino that you breached the Bonus T&Cs yet and that you just assume that there might be some issue with this in the near future?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear Kristina, thank you for your help. After I applied for the payout of €1300, I received an email about 3 days later that I had violated the bonus conditions and the winnings will therefore not be paid out Play money why aren't the games you are not allowed to play in the bonus locked?. Sincerely M***
Edited by a Casino Guru admin
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2 years ago
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Here is a screenshot of the bonus conditions at Dbosses. 
I circled what I mean because it says slot games 100%, all others 0%. I thought that only applies to games from book of ra. Above it says slot games 100% more slot games: Do I still have a chance of winning to get?Feel completely ripped off by the Casino Dbosses.
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2 years ago
Thank you very much for your clarification, danemijatovic. Could you please forward me all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Thank you very much danemijatovic for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi danemijatovic,
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.
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2 years ago
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Hello Peter, Thank you for your help! Kind regards M********
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2 years ago
We would like to ask Dbosses 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello everyone,
Please note that, while I am truly sorry to hear about the player's experience, we have a notification popup that is visible on games that have a restriction while playing with bonus money.
I have now tested such a feature and I can clearly see that the notification is working as expected on Who Wants to be a millionaire which is the restricted game in question.
I am attaching screen shots for your information from mobile and desktop.
Regards,
Richard
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2 years ago
Translation
Hello Richard from Dbossos, it may be working for you and it is obvious, but this pop-up did not appear for me, otherwise I would not have played Who Wants to be a Millionaires. Why should I? Maybe it was a software error in the casino It wasn't shown to me or I had no idea! I definitely know that it wasn't obvious to me😕 I therefore ask again for a fair solution that is satisfactory for both sides After all, they certainly don't want to lose a good customer and I would like to remain a customer!
Greetings M********
Edited by a Casino Guru admin
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2 years ago
Hello M********,
As a gesture of good will. We will soon be adding €200 to your balance, which is the maximum winnings amount as per your deposit of €20 to claim the bonus.
For next time please, make sure that you are aware of the bonus terms and conditions 🙂
Wish you a great weekend and see you soon on dbosses.
Regards,
Richard
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2 years ago
Translation
Hello Richard, it's nice that you want to meet me with €200, but I deposit €20 with the bonus and play with €100, although I was only credited with €60 and could only play with €80😕 Offer by I received an email with a screenshot attached. And as already mentioned, the said pop-up unfortunately came to me 
not shown that I am not allowed to play the game in the bonus. I don't want to be rude, but in relation to my profit (payout 1300€), the 200€ goodwill seems a bit small to me. So I ask you to think about it again!
greetings M********
Edited by a Casino Guru admin
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2 years ago
Hello,
Please note that the €200 is the maximum cash out allowed by your deposit value as per our bonus terms and conditions, therefore, you are being credited with the maximum cash out available from your bonus.
Unfortunately there is nothing much I can do more than this.
Regards,
Richard
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2 years ago
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Hi Richard, thanks for the quick reply. Where can I read the maximum allowed withdrawal of my deposit value according to the bonus terms? And when will they credit me with the €200?
greetings M********
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2 years ago
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Hello Richard, when will the amount of €200 be credited to my casino account? If this happened, the case would be solved and closed for me!
greetings M********
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2 years ago
It should happen very soon.
€180 will be added to your account since €20 was already added to your account as a refund of your deposit earlier.
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2 years ago
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Ok I'm waiting for the money to be credited once that happens I will have the case closed successfully.
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2 years ago
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Hello dear Casino Guru team, I would like to close my complaint as solved. I found a successful solution with the casino. Thank you for your support!
greetings M********
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2 years ago
Hi all,
Thank you for your replies.
Hi danemijatovic,
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
