Dbosses Casino - Player's winnings confiscated over terms dispute.

I hope this message finds you well. I am writing to address a concerning issue regarding the recent confiscation of my casino balance of 947 EUR, which I believe has resulted from a misinterpretation of the casino's terms and conditions. The casino refused to accept my arguments in the chat or through the email correspondence.

Upon reviewing the situation, it has come to my attention that there has been a misunderstanding regarding the time frame allotted for wagering my Welcome offer. While the support team has referenced paragraph 1.7 of the General Bonus terms and conditions, it is crucial to note the provision stated therein: "UNLESS OTHERWISE STATED." I urge you to refer to the attached screenshot (Screen A) for clarity on this matter.

Furthermore, I would like to draw your attention to paragraph 2.5.5 of the Terms of Welcome Offer, which explicitly states that new players have 7 days to CLAIM the welcome offer, not to fulfill the wagering requirements. This fact is evident in the attached screenshot (Screen B).

Most importantly, paragraph 2.5.12 unequivocally outlines that players are granted 30 days to fulfill the wagering requirements of the Welcome offer. It expressly states, "Players have 30 days to earn their Welcome offer bonus. After 30 days, any unearned bonuses will be removed from the player account." I kindly ask you to refer to the attached screenshot (Screen B) for confirmation.

Dear kiravoknaj80,

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 when you activated your Welcome bonus?
• Do I understand correctly that you didn't complete the mandatory bonus wagering within 7 days?

If there’s any relevant communication, please forward it to petronela.k@casino.guru along with any supporting evidence.

I have reviewed the rules for the Welcome bonus, and I must admit that the wording is rather perplexing.

2.5. Welcome Offer

...

2.5.5. New players have 7 days to claim the Welcome Offer.

...

2.5.12. Players have 30 days to earn their Welcome Offer bonus.After 30 days, any unearned bonuses will be removed from the player account.

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

Hi.

Bonus activated on 15.03.24.

Yes I did not completed wager.

Thank you very much, kiravoknaj80, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you kiravoknaj80 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dbosses Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

I see they keep ignoring...

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.

Hi, they keep ignore us!

????

Dear kiravoknaj80, I was in contact with a casino affiliate and was told that the issue has been resolved. I am awaiting further information but I want to ask if you could let me know if there has been any change to the situation from your side. Thank you in advance!

Hello and thank you to get in touch.

Nothing changed. Casino did not contact me and my casino balance is 0.00. I am curious what do they mean under "resolved"...

Will you update me, what is going on?

Dear kiravoknaj80, I have requested additional information from the casino affiliate and am awaiting a response. I have given the casino an additional 7 days to respond but I have still not received any news and I have no other choice but to close this complaint as 'unresolved' and recommend you to contact the casino's licensing authority. You can contact the Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint. I am sorry I could not be of more help on this occasion.

Ok, I still hope the casino will reply soon. What they did to my balance is very unfair and the fact that they refuse even to comment about their actions tells a lot. Thank you for help.

Unfortunately, I have not received an update from the casino representative. 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 Kahnawake Gaming Commission as recommended in the previous post. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Dbosses Casino. We received the following message:

Good morning kiravoknaj80 and Peter,

First and foremost, we apologize for the long wait.

In August 2024, DBosses Casino came under new ownership. Since your complaint was filed before the transition, our new management team was only recently made aware of it. Despite the time that has passed, we would still like to address your concerns.

I will begin by summarizing your complaint.

On 15 March at 10:09, kiravoknaj80 registered at the casino. As stated on our website and during the registration process, a welcome bonus was available to kiravoknaj80 . For clarity, the welcome bonus consists of three steps, based on three deposits. The first step, which is relevant in this case, offers a 100% deposit bonus up to a maximum of €500.

kiravoknaj80 made a deposit of €190.55 on 15 March at 10:24. Shortly after, at 10:27, he manually claimed the bonus via their personal account page, resulting in a total of €381,10 bonus balance. Later that day, at 11:39, kiravoknaj80 contacted customer support to inquire about the expiry date of the bonus. The agent informed him that the bonus would be valid for 30 days.

On March 21st, On 21 March, the first game was played, and the first bet was placed. A day later, on 22 March, kiravoknaj80 contacted the Casino again to report that their bonus balance of €947, had disappeared. The agent explained that the bonus had expired because the wagering requirements had not been met within the required timeframe.

kiravoknaj80 believed they had 30 days to use the bonus, while the casino clarified that this was correct. However, it was also stated that once activated, the bonus must meet the wagering requirements within seven days.

Following this, kiravoknaj80 expressed his dissatisfaction, which ultimately led to this complaint.

The Casino´´´ s clarification of this situation is as follows:

In the Terms & Conditions as provided by kiravoknaj80 , article 2.5.5 states that one has 7 days to claim the welcome bonus.

Article 2.5.12 explains that once claimed, players have 30 days to earn the complete welcome bonus, steps 1-3.

 Lastly, article 1.7. notifies players that ´ Unless otherwise stated, active Bonus must be wagered within 7 days of issue, otherwise both bonus funds & winnings associated with the relevant bonus will be forfeited.´

Based on these articles in the general bonus terms and conditions, the bonus balance was automatically voided on 22 March 2024.

If you wish, I can send you the necessary screenshots of the account and the communication between DBosses Casino and kiravoknaj80 to your email address.

Looking forward to hearing from you. Have a nice weekend!

Best regards,

Emmy

DBosses Casino

Dear kiravoknaj80,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.