Dendy Casino - Player’s winnings subject to excessive wagering requirements.

I am going to be as transparent as I can have been using this casino for a while now but I really gave it a chance due to the safety rating on this site. and the familiar characters I thought it looked fun. I had cashed out already on withdrawal 200 eur they reduced it to 50 because I used my daily cashback and terms restrict it to 5x ok so at least they paid they have alot of rules compared to other casinos if you use a bonus and you hit a big win you can only take out 200 or 400 or whatever they put on the bonus restriction I barely even get close to 5 eur from 100 spins when I use it.. so I try to avoid the bonus since its so limiting anyway I was playing normal cash no restrictions and I just hit a big win 2500 wow no way its too good to be true they paid out before why wont they pay out now so I thought I would celebrate and get my family something nice pay off some bills really help me out you know so I withdraw and wait for the winnings the next day but no I was wrong I received this email with excessive terms x15 and reduced 3 eur max bet so 30,000 within a timescale of a week I cant remember creating another acount and if I did it wasn't used I have been using this account only for months and they decide to pull this on me now? what next? its too excessive im already upset over this then you torture me more with playing 30k with 3 eur bet if I played max bet that still 10,000 rounds but I would surely lose everything .. you cant get through their chat at all you never get a person ... I replied to the email support and both complaints and this was on the 2nd of may asking for at least better terms its the 7th now still they have not replied with no reply I reached out to the account manager they seem to be responsive but said I play these terms or they close my account Im exhausted and broken I had been playing hours and still 1/10 to go its gonna take me around 10 if I even have anything left at the end of it who has a 2k bonus man avoid this casino at all costs I won this fairly and now they play dirty

Hello cerbro,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dendy Casino 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 if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did you do anything with the balance since it got converted into the bonus balance? Did the casino provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

I didn't use it for a while... I wanted them to resolve it and then the gave me no choice or resolution I tried playing last night but its killing me I cant play I am so disheartened by this and this is torture I played last night for hours and only scraped the barrel they gave me impossible terms

I was verified when I create the account I made a withdrawal on this account I dont use any other account I won this fairly there was no malice involved

I asked what account they said this and wont give me another choice 30,000 ???? you know how difficult that is

You have another account created on 19.12.2023 19:33 UTC. The details of this account are completely identical to yours. On this account you used the bonus to play the game. This account was created earlier than the current account - which you are using.

According to the rules, a player can only have one account. In such cases, it is customary to leave the client's first account, and the second account is cancelled. But since you made the whole game from the second account - cerisontrading@gmail.com, it was decided to leave it. This is a loyal decision, in such cases, which is a gross violation, the administration has the right to completely block the account and cancel the funds. However, a lighter decision was made to you.....

If you refuse to comply with it, then we can take standard action - to cancel all winnings, return one last deposit - from which there was a lift. And block the account completely.

My advice, win back the penalty and continue to play quietly and withdraw funds. Such an experienced player like you it will not be difficult. I'm sure.

I didnt touch it then I asked again if they can do anything

Unfortunately, I can't reduce your wager.

they put a clock on it so I feel so pressure 30k in 5 days even if I bet max bet thats 10,000 spins I would lose all they just dont want to pay out why wouldn't this be done at verification process also my bonus funds are over the original balance but I am limited to withdraw 2000 at this point I gave up I have over 2000 bonus balance and I came here to write a review and saw the complaint I wish I saw this sooner the 30th of Jan this account I have only used since then

Customer : Hi, I wonder if you can help me. The support team has stopped my winnings and gave me a ridiculous penalty. Can you assist? They are not replying to me.

Mon, 6 May, 10:30

Manager Dendy: That decision was made by security. Unfortunately, I can't influence it. You have another account on our site, but according to our rules, you can't have more than 1 account. They could have blocked your account for this offence, but they gave you another opportunity to wager the penalty with a very small wager. I am sure you will be able to win it back! Good luck!

Sun, 5 May, 07:10

Customer: Can you get them to reply? What other account? Nothing has changed since last payout. I have not got another account. Can you ask them to give me more information? So we can resolve this matter?

Mon, 6 May, 10:33

Customer: If I win again, I haven't got another account. Why waste my time playing if it's just gonna be this bull again? Just refund my deposit. I don’t want to play anymore with this casino.

Mon, 6 May, 11:31

Manager Dendy: You have another account created on 19.12.2023. The details of this account are completely identical to yours. This account was created earlier than the current account you are using. According to the rules, a player can only have one account. In such cases, it is customary to leave the client's first account, and the second account is cancelled. But since you made the whole game from the second account - it was decided to leave it. This is a loyal decision. However, if you refuse to comply with it, then we can take standard action - to cancel all winnings, return one last deposit, and block the account completely.

Mon, 6 May, 11:38

Customer: Thanks.

Mon, 6 May, 11:44

Manager Dendy: Maybe you'll think about it? You can withdraw a lot more money than $10! I'm sure you won't have any trouble wagering the bonus. And after the withdrawal, you can block your account.

Mon, 6 May, 11:56

Customer: I'm not feeling good. I’ve been sick the last 2 weeks but this mentally and financially crushed me. I bought some presents for my family thinking you guys were gonna pay out and now I feel so stupid and screwed myself up. I am not mentally able to do this. I’m sorry .

Mon, 6 May, 12:08

Manager Dendy: I know you're upset and I'm sorry. Think about it anyway, the wager is very small and you don't lose anything if you try to win it back. Please message me with your decision tomorrow.

Mon, 6 May, 12:37

Customer: Can't you reduce it please?

Mon, 6 May, 12:45

Manager Dendy: I'll try to check if it's possible and give you information later.

Mon, 6 May, 23:40

Customer: It’s too much, it’s torture. I suffer the loss of winnings, now the loss of my time. You're destroying me. I have been playing hours and I'm not even close to finishing the wager. I have to do another 9-10 DAYS of this. I don’t deserve this. I’m really tired mentally and the clock is ticking. And I think I went over the 3 limit once now so you guys will punish me more. There’s no point playing anymore. I don’t feel good at all because I know how quickly the tables will turn and I don’t have enough time to play this. And if the clock doesn’t run out it’s excessive. Who has a 2k bonus even worse 30k turnover ? It's so excessive. I’m shaking. I knew this would break me. This is why I didn’t want to start. Why give me this ‘grace’ just to punish me more?

Tue, 7 May, 0:40

Manager Dendy: Unfortunately, I can't reduce your wager. Keep playing, you're doing great! I asked that you not be penalised for this overbid. In the future, please do not bet more than $3. If you don't make it in 5 days, I will extend the bonus for you.

Hello cerbro,

If you really do have multiple accounts, this is simply the good-will of the casino as most of them would just simply block you and confiscate any winnings. If they are willing to pay out after the wager even despite the fact you have multiple accounts, there is nothing we can do as they are doing above standard decision here.

Is there anything else we could help you with?

Your serious right? I didn’t even remember doing it or claim anything I used this one account according to this you believe this to be unfair as this should be detected early and not allowed i used this email because I use Skrill with it I wasn’t abusing anything

Hello cerbro,

Our position is that we would like to see it as an industry standard in the future which is not the current situation. If you read it carefully it also states that if the player claims bonuses, it's gaining advantage to have 2 accounts as you can claim the same bonus twice.

I'm really sorry but from our point of view, the casino did everything correctly and we are unable to move forward due to the breach of casino terms.

We will be now closing the complaint for the above explained reasons.

Best regards,

Nick