The player from Germany had his winnings from the welcome bonus reduced. The casino agreed to pay the remainder of the winnings to the player.
Dbosses Casino - The player's winnings were capped.
Amount: €100
Dbosses Casino
Safety Index:HighSafety Index
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RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Dear Casino Guru Team,
unfortunately I have a problem with the casino Dbosses.
I used the welcome bonus there with a deposit of €20.
I finished the welcome bonus wager with a balance of around €1000.
Then 200€ were paid out, because the terms and conditions say max cashout 10x from the deposit. Pretty bad scam, but nothing to do.
Unfortunately, Dbosses only adheres to the terms and conditions that play into your hands, because I also successfully wagered the 50 free spins from the welcome bonus, with a final balance of almost €300.
The Dbosses terms and conditions state the following:
2. Specific promotions
2.1. Free Spins For free spins credited with a deposit, a maximum winning withdrawal cap of 100 EUR (or the equivalent in any other currency). Winnings will be transferred to your cash account after wagering of 50x the winning amount generated from the spins is complete.
Dbosses does not want to pay me the winnings from the free spins. Contact no longer possible, just the same answers.
Please help, screenshots are available.
Thank you very much!
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2 years ago
Hello Gr33ndoc,
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.
Could you please advise if your account is already verified and is yes, since when exactly? Please note that the casino has every right to limit the maximum win from their bonuses. Based on the screenshot you provided you are not waiting even a week for the payments so all I can recommend is to wait as it might take up to 14 days after finishing the verification for the money to arrive.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi Nick!
Thank you for your help!
My account is not verified and I was transferred €200 max cashout from the welcome bonus, the money has arrived.
It's about the money won from the 50 free spins from the welcome bonus. Dbosses does not want to pay out this profit at all, not even within 14 days. You think you have already paid me the maximum amount from bonuses. That's right, see Terms and Conditions point 2.11:
Any deposit match bonus promotions triggered with deposits equal or below 50 EUR (or the equivalent in any other currency) will be subject to a max cap win of x 10 the amount of the original deposit .
That's the way it is, everything is fine. It's about point 2.1. :
Free Spins For free spins credited with a deposit, a maximum winning withdrawal cap of 100 EUR (or the equivalent in any other currency). Winnings will be transferred to your cash account after wagering of 50x the winning amount generated from the spins is complete.
This money, about 100€, final amount was about 290€, the casino never wants to pay me out, although the terms and conditions speak for me, so I need help from you Nick.
Thank you and best regards
Gr33ndoc
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2 years ago
Did they specifically mention that you won't get the money from the free spins? If yes, did they provide the reason?
Please forward your communication with the casino to nikolas.b@casino.guru.
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2 years ago
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Hi Nick, yes I asked 3 times and got the same answer by email each time. I will forward this to nikolas.b@casino.guru.
It doesn't even get into it, it says MOST of the winnings don't come from the bonus. At least €50 comes from the bonus. They rely on the max cashout of 10x from the deposit. That's not what I was talking about. It's about winning from free spins, max cashout €100. Dbosses does not want to pay me this money.
Thanks
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2 years ago
Thank you Gr33ndoc for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Gr33ndoc,
I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you. First, I would like to ask the representatives of Dbosses Casino to join the conversation in order to help us resolve the issue.
Dbosses Casino,
Could you explain why the winnings from free spins that were part of the welcome bonus weren't honored?
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2 years ago
Translation
Hi Tomas,
Thank you for your support!
Warm greetings
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2 years ago
Dear CasinoGuru,
Thank you for inviting us to clarify this case.
In response to the claim from Gr33ndoc, we would like to note that since most of the winnings came from the Welcome bonus and since the player only deposited 20 Euros the winnings were adjusted to the maximum cash out of that bonus as per our Terms and Conditions:
2.11. Bonus money offered in standard and reload, in whose terms it is not stated otherwise, is not cashable. After 35x deposit + bonus wagering is completed, you will be able to withdraw only the real winnings and the money from your real-money balance, while the bonus amount will void. The maximum cashable cap with every bonus claimed is 5000 EUR (or the equivalent in any other currency) for deposits made over 50 EUR (or the equivalent in any other currency). Any deposit match bonus promotions triggered with deposits equal to or below 50 EUR (or the equivalent in any other currency) will be subject to a max cap win of x 10 the amount of the original deposit.
Gr33ndoc has already received the maximum cash out possible for this bonus.
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2 years ago
Translation
Dear Dbosses Team,
Thank you for your comment!
It's not about point 2.11 of YOUR terms and conditions, that's all right, I received the 10x the deposit amount, thanks for that.
It is about the following point of YOUR terms and conditions:
2. Specific promotions
2.1. Free Spins For free spins credited with a deposit, a maximum winning withdrawal cap of 100 EUR (or the equivalent in any other currency). Winnings will be transferred to your cash account after wagering of 50x the winning amount generated from the spins is complete.
I successfully risked it and in the end there was €98.55 in my cash account, so I could pay it out. Here is the screenshot after successfully wagering the free spins:
The winnings from the bonus money are available for withdrawal as you can see from the screenshot, 2 x €400, 1 x €200. 200€ were transferred, 800€ canceled.
If you have a different opinion, please use your logs or my game history to prove that this is not the case.
thank you very much
Edited
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2 years ago
Hello all,
thanks for the explanation to the Dbosses Casino and for the feedback.
Our opinion is that
After the withdrawal request was made, the rest of the bonus - the free spins weren't canceled, like it is common practice to do, but were allowed to be wagered.
We would expect the winnings would be honored according to your terms and conditions this way. We would consider it fair for Gr33ndoc to receive the winnings from the free spins up to 100€ as the free spins were allowed to be wagered.
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2 years ago
Translation
Hi Tomas,
Thank you for your help and understanding.
I don't want anything that I'm not entitled to, but I would like to have what I'm entitled to.
Dear Dbosses team,
I would also like to ask you again, very politely, to investigate my case again and to make something accommodating so that I can continue to enjoy playing at your casino in the future.
Thanks very much!
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2 years ago
Dear Gr33ndoc,
After evaluating the situation once again, the management decided to add the missing €75 to your balance so that it will make up for the voided balance from your €100. That would be a total withdrawal of €300 (€225 + €75).
Also, we would like to apologise for the miss-understanding and the confusion this might have caused.
Your account balance will be updated very soon.
Regards,
dbosses team
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2 years ago
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Dear Dbosses team,
I'm really happy about that, thank you very much for your cooperation!
Of course I will upgrade my rating for Dbosses Casino here at CasinoGuru, that's only fair.
I hope to continue enjoying the game at your casino in the future.
Warm greetings
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2 years ago
Hello all,
I am sorry for not replying sooner. Thanks for the cooperation to the Dbosses casino team.
Dear Mattyc,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark 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.
