Dbosses Casino - Player's winnings are missing from his account.

Hello, I have been playing at the casino for several months. So far, I have had no problems making deposits and withdrawals. I have never asked for or used bonuses. I had 2107 euros in my account. On 15.04, I logged into my account, and they were missing. I wrote to the support on the site and they told me that they will review my case. But one week later I still have no answer why my money is missing.

Dear zhivko550,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you are able to log into your account but your balance is zero?

Could you please advise what games you played shortly before the money disappeared from your account?

Could you please send me the screenshot of your gaming and transaction history showing the balance in your account?

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

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes you got it right i can log into my account. I only play blackjack. I am sending you a picture of my last games.

Thank you. Could you also kindly forward me all the communication between you and the casino that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

Hello, I sent you an email with my communication with Dbosses.

Thank you for your emails. Could you please send me the screenshot of your bonus history?

Hello, the site does not show me any history (neither of my Deposits, nor of my withdrawals, nor of bonuses) I can only see my last 8 games (bets) of which I have sent you a photo.

Thank you very much, zhivko550, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, zhivko550!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

I would like to extend the timer for one more week as it seems like we are establishing the contact with the casino.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the EADR Ltd – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Authority itself (complaints@gamingcommission.ca). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

We’ve reopened this complaint at the request of Dbosses Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dbosses Casino, please, send us additional data as was agreed on in the e-mail communication. Will be waiting for your response!

Dear zhivko550,

First of all, apologies for the long wait.

In August 2024 DBosses Casino was taken over by new owners. Since the complaint was made before the take over, we -as new management - were only recently made aware of your complaint. We would like to address your complaint even though it has been a while.

I would like to start with a recap of your complaint, followed by our solution.

On April 16th 2024, you made a complaint, saying your balance of €2107 disappeared. Supposedly because the winnings from the cash back offer were not eligible because the balance of your account was more than €1 when you made your first wager. When we looked up the details of your play, we found that the cash back offer had been automatically credited to your account on Monday April 8th 2024 at 04:06AM. This means you may not have been aware of this bonus being active. We will therefor restore your balance to €2107. We hope to have solved this complaint to your satisfaction. Thank you for your patience zhivko550!

The DBosses Team

Hello, DBosses Management!

You state that the player has received cashback bonus while having balance above 1 Euro. The crucial thing in this case is if the player had claimed the bonus by themselves or if it was credited by the casino. If it was credited by the casino and the player should have cancelled it because of having more funds at the time of activation, then it would be strange to confiscate their winnings because the casino is responsible for the bonus being credited, not the player. Please, provide more information.

Thank you!

Good day Pavel and of course Zhivko550,

By saying automatically, I meant to say that DBosses credited the cash back offer. This means that it is in fact arguable that Zhivko550 meant to use the cash back offer. That's why we restored his balance, which us now €2107,-

Best, The Dbosses team

I am so sorry, I have read your message and assumed it to be the same as in the reopen request. Of course, thank you for making this decision!

Dear zhivko550,

please, confirm that the whole disputed amount is on your balance and let us know if you would like to withdraw it or to continue playing with it!

Dear zhivko550,

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.

Hello, I received the dispute amount.

I requested a withdrawal of 1400 euros, the casino asked me for some documents and after successful verification I received it. I intend to play with the rest money on their site.

Thanks for your cooperation!

Best Regards

Dear zhivko550,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru