The player's winnings have been voided and account closed for breaching bonus terms. The complaint was resolved as the casino paid out the player's balance, however his account will remain closed.
Dbosses Casino - The player's winnings have been voided and account closed.
Amount: €10,000
Dbosses Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Hello benzj044,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dbosses Casino. Please allow me to ask you a few more question before we would move forward.
How is it possible that you were able to claim the cashback bonus if the casino claims that it's restricted for you? Also just to sum it up - You claimed the cashback bonus and played it to 0 and after that you reversed the 2x withdrawal request of 2500€?
We believe that if a bonus is restricted for the players, the casino should ensure that they can't claim it which they failed to do in your case. Also if the bonus was played to 0€ it shouldn't matter anyway as your winnings were generated with real money by your claim.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello dear Nick,
Thank you for your prompt reply.
That's exactly how it is. The bonus should be restricted or removed from my account after the 24 hours according to point 7. their cashback bonus conditions.
According to the cashback bonus conditions, the cashback amount (in my case it was a little less than 1000 euros) is always credited to the account on Mondays at 00:30 and is valid for 24 hours. However, this amount was still in my account after 24 hours on Tuesday. I played with it and lost everything. My account balance was then zero.
At the same time, I still had the 2 payouts of 2500 euros each that had nothing to do with the cashback bonus or any bonus in the payout mode.
I still had these 2 payouts of 2500 euros each from my previous winnings, of which dbosses paid me 20,000 euros at 5000 euros each per week because of the casino's payout limit.
I then decided to cancel and risk the 2 open payouts of 2500 euros each, which the casino would have paid me the week after anyway, like the payouts before. I then had 5,000 euros in the account after canceling the open payouts and played mystery museum and would have lost almost everything and then got lucky at the last moment and played my way up to a little more than 10,000 euros. I was really happy and then made 4 payouts of 2500 euros each (total 10 000 euros) and then stopped playing.
Automatic translation:
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2 years ago
Hello Dear player,
Please allow me some time to check about your situation with our casino.
Regards,
Richard
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2 years ago
Translation
Hello Richard,
I hope this will be done quickly. I've been waiting for 3 days now. I don't understand why it's all taking so long.
Regards
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2 years ago
Dear Dbosses Casino,
If the player reversed his withdrawal generated by real money, it should never in fact be combined with the bonus balance which was not even supposed to be on his account at the time the payments were reversed. Will be waiting for your check so please let us know the outcome.
In the meanwhile, I would like to ask benzj044 to let us know if there would be any update regarding the case.
Regards,
Nick
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2 years ago
Translation
Hello dear Nick,
No, unfortunately there is no news yet.
Nobody has contacted me until now.
Regards
Automatic translation:
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2 years ago
Translation
Hello Nick,
Hello Richard,
I received an email from Dbosses today that there was a misunderstanding and my 10000 euros have been credited back to my account and I can submit the withdrawal requests, which I did earlier. Now I'm just waiting for the money to reach my private account.
Special thanks again to Nick, Richard, Casino Guru, Dbosses and everyone involved.
I hope that this doesn't happen again in the future because it's really frustrating and nerve wracking and you finally want to look forward to your winnings.
Thanks again at this point and I'll wait until the payouts are on my account and get back to you here.
Best Regards
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2 years ago
Hello benzj044,
Thank you for the great news and for keeping us updated as well. We will wait until your withdrawal is processed so please let us know when it will be paid out.
Regards,
Nick
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2 years ago
Translation
Hello dear Nick,
I have only received 2500 of the 10000 that have been credited to my private account.
The remaining 7500 are still in payment or pending.
Usually the weekly limit is 5000. Hopefully the remaining 7500 will be sent at once.
Regards
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2 years ago
Translation
Hello dear Nick,
So far I have received 5000 and the remaining 5000 are still in progress. As soon as I receive this I will report here. I hope that happens today.
Regards
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2 years ago
Translation
Hello Nick,
I got my last 2500 today. And then wanted to use the free spins that were still available, but had no access to the games and asked support and a short time later I got this email:
Hi Hussein.
Thank you for contacting DBosses Casino.
We have received a reply from the department in charge of your last request, you do not have access to the games because you have abused the bonuses in our casino, as the finance department informed you by email, once all your withdrawal requests have been processed, your account will be closed permanently.
If you need further assistance, please do not hesitate and contact us anytime. Our service is available 24/7.
Best regards,
Marianne
Dbosses Casino Support.
......
That's really incomprehensible and a joke or. It was probably not my fault that the cashback bonus was still in my account after the deadline. What can I do if the casino fails to remove the expired bonus. Instead I am being penalized for playing the existing bonus to zero which I got nothing from and my account blocked as if I committed a crime.. I find that very disappointing of dbosses and they would lose a paying customer like that. Because I've gambled away enough in the other gammix casinos and if I win something in x years, playing will be made difficult for me. I know there are enough casinos out there but that's not how a player should be treated. In the end, the casino is always in the plus... well, I can't think of anything more... I'm wondering whether I can continue to play normally at the other gammix casinos or will I soon not have access to the games there either... really disappointing.....
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2 years ago
Hello benzj044,
Based on the fact that you have received your money and the casino already informed you in advance that your account will be closed after that, I would probably stay out of the casinos from the same group. You can still however talk to the live chat or e-mail support before registering into the same group again whether you will be able to play normally and with bonuses or not. If they confirm that you can and you will have a proof of that, I think it will be safe to say that you can play there.
As the initial issue has been resolved, the complaint will be now closed. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Regards,
Nick
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