The player from Berlin has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that his winnings were refunded, therefore we marked this complaint as resolved.
Dbosses Casino - Player’s withdrawal has been delayed.
Amount: €2,650
Dbosses Casino
Safety Index:HighSafety Index
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8.0
Dbosses Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I deposited 150 euros on 9/12/2022 with a 100 percent bonus.
I carefully read through the bonus conditions beforehand
after the end of the wagering i was able to pay out 2650 euros.
the payment of 2650 euros was submitted on 9/12/2022 at 9:54 p.m
Today I got an email that my prize was canceled because I am said to have played a forbidden game and the deposit of 150 euros was refunded.
i only played 2 games papaya pop and 1429 uncharted seas with this bonus.
both games were allowed to be played at the time of implementation i paid special attention to that beforehand. I could on 12.9. Can't find 1429 uncharted seas in the list of banned games with bonus.
i opened the bonus conditions and pressed the key combination ctrl+f to search for 1429 uncharted seas.
it was definitely not listed in the forbidden games with bonus
today on 14.9. i noticed that the list of banned games has been updated. 1429 uncharted seas is now in the list of banned games with bonus which was not the case at the time my bonus was implemented.
this means that the list of forbidden games with bonus must have been updated recently,
however, at the time of my bonus wagering, 1429 uncharted seas was not yet on the list of banned games.
I have definitely implemented 10,000 euros out of 12,000 euros in my wager in this game
If it were forbidden at that point in time, it wouldn't have converted my wager.
in the past i have often deposited at dbosses with a bonus and played 1429 uncharted seas without any problems with the payout at the end.
what i'm saying is : the game 1429 uncharted seas was definitely previously allowed with bonus money and must have been added to the banned games list in the last 48 hours.
at the time i accepted the bonus and played it was definitely legal and not on the banned games list
it was not my first withdrawal from dbosses and i am fully verified
Automatic translation:
Public
Public
2 years ago
Dear bernd30,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
got email from casino today
Hello,
We are writing to you regarding your canceled credit of €2503.73.
Please note that the case was reviewed and the banned games list was updated after you wagered the bonus.
In accordance with management's decision, the voided amount has been transferred back to your balance.
We apologize for the inconvenience and thank you for your understanding.
Kind regards,
payment cashier
case is solved many thanks to everyone involved
Automatic translation:
Public
Public
2 years ago
Awesome news, bernd30. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
