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