After depositing 50 euros and successfully playing through the bonus, converting it into real money, the player from Germany produced a profit of 14000 euros. With several withdrawals in process, the casino blocked his account. When reactivated, his balance was reduced to 500 euros instead of the original 14,000 euros. The casino used the 30x bonus max withdrawal rule to justify this action, seemingly ignoring the fact that the player was playing with real money.
Dexterbet Casino - Player’s winnings were reduced after the casino enforced the maximum cashout rule.
Amount: €14,000
Dexterbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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10 months ago
Translation
Hello dear guru team,
Hello Dexterbet team,
I deposited 50 euros per chip and played through the bonus, in the end it was about 600 euros from bonus money converted into real money! I continued to play with real money and after about 3 hours I made a profit of 14000 euros.
I made 7000 euros per 1000 euros payouts (per chip), suddenly my account was blocked and I got a message..
That a withdrawal of 1000 euros has been processed and 500 euros remain (50 euros deposit x 30 x bonus max withdrawal)
But I played through my bonus and had real money in my account and continued to play with the real money!!!
About 5 minutes later, after my account was blocked, it opens again and I only have 500 euros in my account instead of 14,000 euros!
Dexterbet is trying to justify my win with a bonus x30 win and my real money win was simply deleted!!!!!
Please help!
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10 months ago
Dear Tuscani090283,
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. Could you please advise which bonus you activated? If possible, post here a link or promo code you used to activate the bonus.
Do I understand correctly that your entire bonus winnings were transferred to a real money balance after you completed the wagering requirements?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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10 months ago
Dear Tuscani090283,
We are very sorry about your situation, but please read our TC before start playing.
Please understand that according to General T&C:
2. Maximum withdrawal from Dexterbet bonuses is x30 times Casino, x10 times Live Casino and x10 times Sport from the received deposit amount. Any balance above this amount will be forfeited when the finance department approves your withdrawal request. Bonus restrictions (maximum betting limit of 4 €, forbidden games) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the player’s balance.
As you can read here, Bonus restrictions apply until the withdrawal request has been processed. That applies until your withdrawal.
If you deposited without activating a bonus, there is no limit in that case. Only apply withdrawal limits: 3,000 euros daily, 7,000 euros weekly and 20,000 euros Monthly.
Thanks For Understanding
Kind Regards
Dexterbet
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10 months ago
Translation
Hello,
*Am I correct in understanding that your entire bonus winnings were transferred to a real money balance after completing the wagering requirements?*
Yes, that's exactly how it is, it said on my account: bonus credit
As soon as I implemented it, it said real money balance.
I then continued playing and won 14,000 euros with real money credit.
It was only 3 hours later after I made several withdrawals that my account was suddenly blocked for a few minutes and then opened again with only 1500 euros in real money.
By the way: after I turned over bonus money, I had around 611 euros in real money balance, which is much less than 30x profit from the bonus.
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10 months ago
Dear Tuscani090283,
According to our general bonuses T&C section 2. it's clearly explained that Bonus restrictions (maximum betting limit of 4 €, forbidden games) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the player’s balance.
According to our T&C, we processed one of your transactions with a total value of 1.000 euro, and we sent you by email to request another withdrawal of 500 euros, which is x30 of your deposit.
______________________________________________________________________________________________________________
Please note that playing without a bonus there is no limit on winnings.
The Dexterbet team apologise for any inconvenience.
Regards
Dexterbet Team
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10 months ago
Translation
Hello,
I did not wager more than 4 euros with the bonus balance!! Only when the bonus funds had been converted into real money in my Dexterbet account!
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10 months ago
Dear Kristina,
Please check our bonus T&C and decide.
Bonus applies until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the player’s balance.
Best Regards,
Dexterbet Team
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10 months ago
Translation
Hello,
I find it misleading and unsafe if:
There is a Real Money Balance line
And a line of bonus credits
Real money e.g. 0 euros
Bonus credit eg 75 euros
If you play through bonus credits like in my case, it stood
Real money balance 611 euros
Bonus balance 0 euros
Then I assume that I have real money and the betting limit of 4 euros no longer applies!!
The slots gave 2x 7000 x..
Had 14000 euros real money in the menu !!
The terms and conditions are clear, but then the money must not change from bonus credit to real money credit! But as already written, bonus credit was played through 100% and real money credit was made as a payout. Only then..when the player has been fed good winnings, is the account blocked and the credit reduced to 1500 euros! I find that very very vague and not ok.
I ask Guruteam to think about this exactly and help me to solve this case.
Thanks
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10 months ago
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Hello guru team,
We wait for your answer.
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10 months ago
Hello everyone,
Thank you both for your replies.
Dear Dexterbet Team,
Do I understand correctly that €1,500 (30 x €50) has been paid out to Tuscani090283? Could you please forward me the game history from the moment the bonus was activated? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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10 months ago
Hello Kristina,
Yes, we leave to his account 1.500 Euruos, he requested a withdrawal of only 1.000 euros, and with another 500 euros, he continues playing.
I will show you all information.
Regards,
Dexterbet Team
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10 months ago
Translation
The bonus money must not appear in real money in the account after you have converted 100% bonus balance! If the bonus balance in the account is converted into a real money balance, about 600 euros (real money like mine) then the player assumes that it is written in black and white in the account that it is also real money! It was less than 1500 euros! And I kept playing for real money! Won 14000 euros. Dextercasino think that and other players don't think that's okay!
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9 months ago
Thank you very much, Tuscani090283, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello Tuscani090283 and Dexterbet casino representative,
Yesterday I had a Skype chat with casino representatives about the mechanics of the bonus, and here is what I found:
- When the bonus money is transferred to real money, the casino is not applying the max win rule.
- The max win rule is triggered when a player submits a withdrawal request.
The casino rules are quite clear in this:
2. Maximum withdrawal from Dexterbet bonuses is x30 times Casino, x10 times Live Casino and x10 times Sport from the received deposit amount. Any balance above this amount will be forfeited when the finance department approves your withdrawal request. Bonus restrictions (maximum betting limit of 4 €, forbidden games) apply until the withdrawal request has been processed or winnings generated from mentioned bonus are part of the player’s balance.
The casino acted in accordance with its terms and conditions that is the fact.
On the other hand, I can understand why Tuscani090283 assumed he was playing with real money.
Converting the balance from bonus to real money and still applying the max bet and max win rule only cause trouble because most players are not reading the terms and assume that if the balance is transferred to a real balance account, they are playing with real funds.
Moreover, the policy that essentially forces players to make a withdrawal after the successful conversion of the bonus does not seem logical. Casinos should focus on keeping players engaged and encouraging continued play rather than forcing them to withdraw funds with uncertainty about whether they can deposit them back.
So from this point of view, I am on the Tuscani090283 side.
The conclusion of the case:
The casino acted according to their terms; however, how the bonus works in this casino violates our Fair Gambling Codex.
In such cases, we are trying to convince the casino to reconsider their policy regarding the bonuses and make it more simple in a way where players don't need to read the terms. And if the casino decides to keep things as they are, we close the case as unresolved with status: Against Fair Gambling Codex.
The penalization for such cases is reduced because the casino acted according to their terms; however, these terms are not user-friendly, and many other casinos are handling this situation much better.
I already suggested the casino make a popup window showing after each bonus conversion, where they inform players that they must withdraw their winnings because rule 2 is still in place.
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9 months ago
Translation
Hello Matej,
Hello Dexterbet team,
Matej Thank you for taking the trouble to solve the ferry in my case!
After the bonus money had been converted into real money in my account, the machines only give 11000x and 20 minutes later 7000x, that's no longer a coincidence..
I don't want to denigrate Dexterbet, it's a solid casino, but it seems that the machines lure the player with big winnings (according to the real money winnings account) with huge amounts of winnings, so that the player never forgets these memories, and then, you get banned when paying out the account, 5 min the dextercasino allows me to log in again, and cancels the 14000 euros, leaving only 1500 euros..
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9 months ago
Translation
Hello Matej,
Hello Dexterbetcasino,
I propose a compromise.
Dexterbetcasino pays me less than 1/3 of my winnings of 14000 euro and this case will be solved successfully.
Please transfer 3000 euros to my Dexterbet account and the case can be marked as solved.
It's a suggestion on my part, so we meet somewhere in the middle.
Otherwise I was super satisfied with Dexterbet, if it wasn't my case..
And for the future, please add Matej's request in Dexterbet player accounts, so that players are treated fairly and Dexterbetcasino keeps its good reputation:
( I have already suggested to the casino to set up a popup window after each bonus conversion notifying players that they need to withdraw their winnings as rule 2 still applies.)
Best regards,
Tuscani090283
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9 months ago
Translation
Hello Matej,
Hello Dexterbet Casino,
now it's been 6 days
Is there anything new about my case?
Best regards,
Tuscani090283
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9 months ago
Dear Player,
We work on it 🙂 We will inform soon as we will have a reply from our department.
Best Regards
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9 months ago
Dear player
First of all, I want to apologize on behalf of our casino.
As the gentleman from the casino.Guru stated earlier we act according to our terms and conditions.
We are sorry that players rarely read the terms and conditions before depositing.
We think our Terms and Conditions are written, and they can be found on our site under Terms and Conditions, Bonus Terms and Conditions and are also on each of our bonuses.
That's why I think the casino.guru will do wrong if they close this case as "Against Fair Gambling Codex" because our game rules are not hidden; they are available to all players in our casino.
In the end, I will show you comments from our players who already have positive reviews on casino.guru about our casino, and they have read all the terms of use before depositing. (the same situation as yours)
Best Regards,
Dexterbet Team
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9 months ago
Translation
Hello Matej,
Hello Dexterbet Team,
I have described the situation several times above!
Of course I don't agree with that.
If bonus money is converted into real money, in the account, then it is real money! Otherwise it must not (real money) stand after the bonus conversion!
Matej ( Guru Team )
I urge you to stay on the case!
Thanks very much
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9 months ago
Dear Tuscani090283 and Dexterbet casino representative,
What happened in this case, is happening only to several percent of the players who converted the bonus, and the amount after the conversion is less than the maximum withdrawable amount.
For these players, it is easy to assume that when bonus balance was transferred to real balance, it meant that wagering was over and the balance was also capped (it actually wasn't), and these players may choose to continue to play as with real money. (and I cannot blame these players because it is truly confusing)
The basic argument of the casino is that the player should read the terms and conditions before playing.
However, at the terms and conditions is also written:
We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on the website.
You may not realize it, but General Terms and Conditions have 18 pages (Word standard size - Arial 11), + we also need to consider Bonus terms and conditions + 15 pages, so together, we have 33 pages here (something over 13000words)
Considering that the average reader will read 13,000 words in 43.3 minutes when reading at a speed of 300 words per minute (wpm). Based on your answer, you recommend the players read the terms before they start to play if we consider that you may change them anytime. You are asking players to spend 45 minutes reading before they want to use your website. This is a very big disadvantage if there are casinos where players don't need to read the terms, and these casinos proactively prevent them from ending up in wrong or confusing situations.
Now I want to mention what our safety index means.
The casinos with the highest safety index are those where players don't need to be worried about terms and conditions, and they can entirely focus on playing because these casinos proactively prevent players from situations (like this) where players can be confused and make a wrong decision based on an incorrect assumption.
Because of that, we need to penalize the case, even though the casino acted according to the terms and conditions.
For the casino, I would like to suggest:
The best solution is to cap and convert the bonus money into real one immediately after the wagering. So the players will get right amount of real money right after the bonus wagering is complete.
However, if you insist on withdrawing the bonus monies:
After the wagering, leave the money as bonus money in the player's balance. When the wagering is complete, show a popup to the players where you inform these players that the wagering is complete; however, warn them that they must make a withdrawal to convert the money into real money.
(nice to have - if the player finishes the wagering with an amount lower than the maximum withdrawable amount and decides to play with this amount, show to this player a popup message when he reaches the threshold for the maximum withdrawable amount with a warning that more money is not possible to withdraw.
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9 months ago
Translation
Hello Matej,
Hello Dexterbet Team,
Thanks for the detailed ferry explanation Matej,
I would not like to see Dexterbet Casino penalized, and this negative rating deters some players, so I have proposed a compromise to solve the problem, which I think is wrong.
There is still time to close this complaint in a way that satisfies all parties.
GuruTeam is doing a good job, Matej have seen some cases you have worked on and I see that you treat players and casinos with respect and care and that you go out of your way to help.
Thank you for your work!
Best regards,
Tuscani090283
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9 months ago
Dear all,
Thank you for your collaboration. Now you can close the complaint.
Best Regards,
Dexterbet Team
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8 months ago
Translation
Hello Matej,
Hello Dexterbetcasino,
what's new in my case?
Best regards,
Tuscani090283
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8 months ago
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.
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8 months ago
Translation
Hello Matej,
Hello guru team,
Hello Dexterbetcasino,
Unfortunately, after 7 days, at the request of Matej, Dexterbetcasino did not respond.
The safety index will of course get worse as a result, but there is still a little time.
Of course I will not give up my case and I will also open the complaint with AsKgamblers.
I still hope that we can find a compromise.
Best regards,
Tuscani090283
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8 months ago
Repeatedly, the casino representative contacted me with the message that they would decide on this case in the next few days. Unfortunately, I believe that too much time has passed, and we need to close the case. The casino representatives can reopen the case when they have the final answer. Meanwhile, this case will be closed as unresolved, with a status "against the fair gambling codex", which will have a negative impact on the casino's safety index.
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8 months ago
We’ve reopened this complaint at the request of Dexterbet Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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8 months ago
Hello @all,
I am so happy that I need to inform you that our case between Dexterbet and Tuscani090283 has finally ended 🙂
In the meantime, please know that your satisfaction is of utmost importance to us, and we are taking immediate steps to rectify the situation.
Thank you @Matej for helping us to fix that problem!!
Regards,
Dexterbet
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8 months ago
Translation
Hello,
I can confirm that there are 3000 euros in my Dexterbet account, I made this in 3x 1000 euro chip withdrawals, it has not yet been processed.
Greetings,
Tuscani090283
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8 months ago
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Hello,
the money has still not been paid out.
Tuscani090283
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8 months ago
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Hello Matej,
Hello Dexterbet,
This case was not easy, but thanks to Matej and work with Dexterbet it has now been successfully completed.
The money was transferred and is in my Jeton account.
5 out of 5 stars to Matej,
but also to dexterbet.
Best regards,
Tuscani090283
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8 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Tuscani090283, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Matej
Casino.Guru
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