The player from Germany had deposited 500 euros, claimed a welcome bonus, and requested a withdrawal of 4,830 euros after fulfilling the bonus conditions. However, the casino, Dexterbet, citing suspicions of cheating, had blocked the winnings and requested the player to withdraw their 500 euros deposit. The player had claimed that the casino unjustly accused him of playing a restricted game, Fairy Dust Xtreme, asserting that the game was not on the restricted list when he played it. We had asked Dexterbet for evidence which we've received, but none of the provided evidence supports the player's claim. We concluded that the player had breached the terms by playing a restricted game, and his winnings were justifiably voided. The player's strategy of playing high volatility games to gain an advantage over the casino was also taken into account. As a result, the complaint was rejected.
Dexterbet Casino - Player's winnings confiscated over cheating suspicions.
Amount: €4,830
Dexterbet Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I deposited 500 euros with dexterbet on 29.8. using the first welcome bonus and received a 500 euro bonus.
https://www.dexterbet.com/en/promotions/up-to-600-euro-welcome-bonus-up-to-200-free-spins-on-big-bass-bonanza
After successfully implementing the bonus, I requested a payout of 4830 euros.
My account was already successfully verified.
After 4 days, I received this email today:
Dear Jorg,
Your account has been flagged in our database by the risk and fraud prevention department due to suspicious activities.
Termination of user account:
We reserve the right, at our discretion, to cancel your registration, withhold your account monies, suspend your account for a limited period of time, or close your account if:
You have taken advantage of, or are suspected of taking advantage of, a system error or game error to make financial gains or gain an unfair advantage.
We have zero tolerance for inappropriate play and fraudulent activity. This includes, but is not limited to, cheating, game manipulation, attempting to defraud us or other users of the website, payment fraud, payment reversals, use of stolen credit cards, money laundering or other attempts to deposit funds obtained from ill-gotten means. We will withhold all payments to you where your involvement in any of the above acts or activities is suspected and we reserve the right to suspend or close your Account and bar you from further participation in the website. We are obligated to return your deposit and close your account, please make a withdrawal of 500.00 €. Your winnings will be forfeited and your account will be permanently deactivated in 3 days.
Thanks for understanding
Dexterbet
The winnings were cancelled and I got my deposit of 500 euros back.
I did not cheat at any point, and they are throwing around bonus clauses without being specific or providing evidence as to how exactly I was supposed to have cheated.
I played only 2 games with the bonus.
Pop Til You Drop (1x2 gaming) and Fairy Dust Xtreme (Spinmatic)
Furthermore, they are forcing me to withdraw the 500 euros within 3 days as the account will be closed thereafter and a withdrawal of the 500 euros will then no longer be possible
If I do this, would it be treated as an admission of guilt?
Since I am not aware of any guilt and I have played and won honestly, I am submitting this complaint.
Dear fowi30,
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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed any bonuses from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity.
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
-There was no concrete explanation from the casino as to why my winnings were canceled and no evidence was provided
-They claim that I exploited a system or game error, which could certainly be clarified by asking the game provider, but the casino did not do this
-I don't know anyone in my area who has an account with Dexterbet or has redeemed bonuses at this casino
What do I do with the 500 euros?
The casino only gave me 3 days to request the 500 euros to be paid out and then the account will be closed
If I request a payout of the 500 euros, would that be an admission of guilt?
Since I am innocent and have not cheated, I am unsure whether I should now request the 500 euros to be paid out
what should I do now?
I have now received another email saying that I played a forbidden game.
it's about fairy dust exreme(spinmatic).
I played the game and at the time the bonus was implemented and completed, the game was 100 percent definitely not on this list of banned games.
I looked at the list of blocked games in the bonus conditions several times and also checked that I wasn't playing any banned slots.
The casino added the game to the list of blocked games after or while I wagered the bonus
From my point of view, it is a serious criminal and predatory behavior to put a game on the list of blocked games after or while I have implemented the bonus.
According to the motto: Oh come on, let's just randomly change the bonus terms and put a game I played on the list of blocked games, then we don't have to pay out this winnings
I am very shocked by the behavior of the casino.
It's really unbelievable how people try by all means to find reasons not to have to pay out
I sent you the email chat history with the casino
We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.
Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Is there any chance that you saved your game history, please?
Dear Player & CasinoGuru,
I want to inform you that I will take a look at the case now. As soon as I have information I will let you know immediately.
Please rest assured that your case is a top priority for us, and we are dedicated to achieving the best possible outcome on your behalf.
Thank you for choosing Dexterbet.com
-There was and is no warning message at Dexterbet if you access a forbidden game or want to play it with an active bonus
-at the time I played it on August 29th-30th. Fairy Dust Extreme was not on the list of blocked games. This was only changed later after I had implemented the bonus
I'm 100 percent sure of that because I looked at the list of blocked games beforehand and Fairy Dust Extreme was on August 29th. Definitely not on the banned games list
-This is my first deposit at Dexterbet with the first deposit bonus
https://www.dexterbet.com/de/promotions/up to 600 euros welcome bonus up to 200 free spins on big bass bonanza
-I have no way to send you the game history, there are more than 10000 spins and I no longer have access to my account because it was blocked today.
-I hope that Dexterbet can send you the game history
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 fowi30,
It's Michal here, and I have taken over your complaint. I have reviewed your case and will ask the casino for further details and evidence to see if I can help with your complaint.
Dear Dexterbet Casino,
Can you please confirm if the excluded game was added to the "restricted games list" from the beginning or if it was added just recently? Are the restricted games blocked from bonus play automatically, or are the players informed that if they continue to play a restricted game with an active bonus, their winnings will be voided?
Please forward me the player's full game log to michal.k@casino.guru
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.
Dear Player & Casino.Guru
The case is under active consideration, and we have submitted the evidence to Casino.Guru to facilitate their expert assessment.
Best Regards,
Dexterbet Support
Dear All,
After evaluating all the information, we have come to the conclusion that the player breached the terms by playing the Fairy Dust Xtreme game. We didn't find any evidence supporting the player's claim that the game wasn't listed on the list of restricted games. There is also the fact that the software enforcement of the restricted games didn't work properly. In cases like this, we ask the casino to judge each case individually. In cases where it's clearly an honest mistake by a casual player who didn't get any advantage from such a play, we ask the casino to pay the player. However, in this case, there are indications that the player was intentionally bonus hunting by deliberately choosing the slot with high volatility and thus gained (in combination with the bonus) an advantage over the casino. In our opinion, this is not fraud by itself. However, we believe it is fair if the casino applies its T&Cs, such as restricted games, more strictly against such players. Therefore, in this case, we consider playing the restricted game a valid reason for voiding the winnings, and we are rejecting this complaint.
Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Michal
