Dozenspins Casino - Player's account has been blocked.

Guten Abend Team von CasinoGuru,

Ich hatte im Dezember beim Casino DozenSpins ein Konto eröffnet und im Januar den Ersteinzahlungsbonus von 100% mit 150€ Einzahlung in Anspruch genommen. Nach einigen Spielen mit Höhen und Tiefen stand ich letztendlich bei 437€, und wollte diese dann auszahlen lassen. Da man bei DozenSpins aber nur in 400€-Schritten auszahlen kann, beantragte ich 400€ zur Auszahlung, - dieser Antrag wurde akzeptiert. Da sich dann einige Tage nix tat, wollte ich mich einloggen, und den LiveSupport anschreiben. Dies gelang mir aber nicht, weil beim Einloggen der Hinweis geschrieben stand "DER BENUTZER WURDE WEGEN SPIELSUCHT GESPERRT!".

Vom Email Support kam auch keinerlei Reaktion. Mein Geld ist nun weg. Steht es in Ihrer Macht, mir bei meinem Problem zu helfen?

Darüber würde ich lich natürlich sehr freuen 🙂

Mit freundlichen Grüßen, Fechtner

Dear Shawnoo88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Are you aware of ever requesting self-exclusion from this or any other sister casino? Or have you ever indicated to this casino that you might have any gambling issues?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Hallo Kristina, vielen Dank, dass Sie sich um mein Problem mit dem Anbieter kümmern 🙂 Nein, ich würde mich eher als Anfänger einstufen und spiele tatsächlich hier und da nur zum Spaß, natürlich nur mit Geldern, welche mir im Falle eines Verlustes nicht weh tun. Trotzdem ist es sehr ärgerlich, wenn man ohne plausiblen Grund vom Casino ausgeschlossen und das Geld einfach so eingezogen wird. Deshalb habe ich mich an Sie gewendet. Ich spiele sehr verantwortungsbewusst und bin keinesfalls spielsüchtig, keine Sorge. Ein Selbstausschluss kam bei noch keinem Casino vor, da ich wirklich nur ab und an mal spiele.

Liebe Grüße, F***

Thank you very much Shawnoo88 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Shawnoo88,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dozenspins Casino to the conversation to participate in the resolution of this complaint.

Dear Shawnoo88.

We have examined your complaint in detail.

2021-12-30 You made a deposit of 300EUR and received a 50% bonus + 50 free spins on the Weekend Reload promotion.

With a deposit of 300EUR you have made a sports bet on the match Valencia CF - Espanyol Barcelona. Your bet on this match is lost.

After making a bet on sports, you have activated the received bonus and started to make bets in the slots on bonus funds.

After losing all the bonus funds you deposited another 50EUR into your betting account. With the help of this deposit you continued to make bets in almost the same slots that you made on the bonus funds. Your winnings at the end of the games amounted to 436.22EUR in real money. After that, you have executed the withdrawal request in the amount of 400EUR.

During the check of your gaming session it was found that you have violated the rule of the bonus policy:

13. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.

Slot Golden Beauty (PragmaticPlay) has a game of accumulation, during the 9 spins player can accumulate special symbols on the reels, and on the 10 spin of these symbols are converted to symbols "WILD".

It was found that when playing with bonus funds in slot Golden Beauty(PragmaticPlay ) you did not complete all 10 spins, and by changing the bet amount, continued to accumulate "WILD" symbols at different bet amounts. After you have lost all your bonus money, you deposit 50EUR to your account and go to Golden Beauty(PragmaticPlay ) slot, and finished playing for real money 10/10 spins provided in the game to turn the special symbols into WILD symbols and get the winnings. 

On this basis, you have violated the rule of bonus policy paragraph 13. 

Strictly according to the rules your winnings have been canceled and your account is closed without the right to reopen.

After the account was closed on 2022-01-04 you were sent an email, with detailed information, stating that:

1) You have violated bonus policy rule paragraph 13.

2) Your winnings were canceled.

3) Your account has been closed.

Also according to our data, you contacted our technical support chat on the 20th of January and asked to clarify the reason why your account was closed. In the technical chat support, you were also given a detailed answer, as well as a duplicated email that was sent to you on 2022-01-04 by the Risk Management Department of the casino.

All actions were carried out with the account strictly in accordance with the regulations of the project. 

If you have any further questions, we are always happy to help you. 

Thank you Dozenspins Casino for your reply. Could you please send the player's game history to my email address (peter.m@casino.guru)?

Dear Peter, 

All client information is confidential. And is not subject to disclosure. 

We can provide individual rounds of the game session of the client, if the client sends you an application with your admission to this information, we will send some examples of his game session where you see a violation of the rules. 

The client knows what violations we are talking about, because he did it intentionally. 

Therefore, we expect from the client in the complaint that he agrees that we will provide his data of the game session and personal data, if the client agrees, we will give you a list of necessary documents that the player will have to make and sign to allow you to view his personal information. 

We strictly adhere to regulations and all customer data to third parties provided only on the written statement of the client that he trusts, permits to obtain these data. 

Otherwise, the client can apply to the licensing authority, to which we will easily provide a full package of documents and evidence on the first request licensee. 

Dear Dozenspins Casino team,

In what form would you like the player's permission to view his game data? We can have him sign a Power of Attorney if you want or just have him reply in this feed.

Dear Peter,

In this case, the client must provide some documents to you, and after he provide them, you can provide them to us:

1. Photo of client's passport.

2. Photo with passport in client's hands (document must be in unfolded form). 

3. A power of attorney for you from the client that he allows you to process his personal data. (previously your colleagues provided such a document and it suits us. The main thing in this power of attorney are the client's initials and passport number)

4. A photo of the client with this with this document / power of attorney in hand.

5. And consent here, in a complaint from a client to send these documents to you. 

Sehr geehrtes DozenSpins Casino, ich mache nun mal gern sowohl Sportwetten als auch Casinospiele. Und wenn ich eine Wette verliere, oder im Casino mein Geld verliere, und weiterspielen möchte, natürlich muss ich dann erneut Geld einzahlen, sonst geht das ja schlecht. Und im Casino hat jeder seine Favoriten in Sachen Slots, die er eben gern spielt. Da ist es doch vollkommen klar, dass ich, wie Sie ja auch gut erkannt haben, FAST immer in etwa die gleichen Spiele mache, mit welchen ich etwas vertraut bin. Wieso sollte ich Spiele spielen, bei denen ich nicht weiß, wie ich sie spiele und die mir einfach keinen Spaß machen? Das ergibt keinen Sinn. Genauso ergibt es keinen Sinn, dass ich VORSÄTZLICH betrüge, wie soll das bitte gehen?

Ich habe gewettet, dabei verloren, Casino gespielt, verloren, neu eingezahlt, ein bisschen gewonnen. Was ist daran bitte Betrug? Ich verstehe es nicht. Tut mir leid.

Mit freundlichem Gruß

Dear Shawnoo88,

Do we have your consent to send us the documents listed by the casino?

Hallo Peter. Ja Sie haben meine Zustimmung, da ich mir keiner Schuld bewusst bin und gern möchte, dass der Fehler seitens des Casinos eingesehen und richtig gestellt wird. Ich bedanke mich bei Ihnen. Freundlicher Gruß, Shawnoo88

Thank you Shawnoo88, I will send you the Power of Attorney by email.

At the moment, I'm still waiting for the documents from Shawnoo88. I will extend the timer to another 7 days.

Vielen Dank Peter. Ich hatte Ihnen aber doch bereits die benötigten Dokumente per Email zugesandt.

Yes, you sent the PoA document without a signature and without other required pictures. And I replied that you should take a good look at the requirements of the casino and send all files exactly as requested. If you don't want to send them to me, send them directly to the casino, it may even be quicker.

Hallo Peter. Ich habe dir die Dokumente vollständig per Email geschickt. Alle notwendigen Dokumente befinden sich nun in deinem Posteingang. Vielen Dank und liebe Grüße

Thank you Shawnoo88 for the email and pictures.

Dear DozenSpins Casino,

To which email address can be forwarded the required documents?

Hello Peter,

You can send all requested documents to support@dozenspins.com.

In the letter, please mark (for the Risk Department).

Thank you very much, and we will look forward to it. 

Thank you, the documents have been forwarded.

Dear Peter,

In a reply letter I sent all the evidence with screenshots of which is clearly visible violation of the rules of the project. 

If you have any further questions, I would be happy to answer them. 

Dear DozenSpins Casino team,

Thank you for the provided screenshots, I asked you for one more thing by email - the player's full game history.

Dear Peter,

You have been sent a response from our Risk Department as per your request. 

Dear DozenSpins Casino team,

We don't argue against the applied term, we just need to see the whole game history of the player. I sent you another email.

Dear Peter,

We have sent you an answer to your inquiry.

And also write here that we have provided more than enough information and screenshots (not the entire history of the game client), but they clearly show that the client violated the rules of the project and played unfairly. 

We cannot provide the entire history of the client's game. 

But the client can apply to the licensing authority, and at the request of the licensing authority we will provide them with all client data, deposit history, game history, documents and all the necessary data that will be required to resolve the client's complaint. 

We are always for fair play, but the client has violated the rules of the project several times and it was done intentionally.  

Dear DozenSpins Casino team,

Thank you for your reply. I will just state here what was sent to you by email. Delaying rounds and bonus features can indeed grant an unfair advantage for the players and if the player did it, we fully agree that he has no claim for the winnings. However, even though the screenshots provided do suggest that he played a couple of rounds with the same bet, we can't really tell if the bonus abuse took place. Since you repeatedly refused to provide the full game history of the player with the reasoning that it's "confidential information", I'm afraid the complaint will be closed as "unresolved". There has never been a problem with providing game history in other casinos, especially with a Curacao license because it's practically just dates, numbers, and the name of the game. All personal information can be easily blurred out. This just makes an impression that you hide something.

Dear Shawnoo88,

I'm afraid I can't help you with this one unless we have the game history of your account. The casino suggested that you should contact the Curacao Gaming Authority to get it. If you are convinced that you didn't break any rules (delayed rounds/bonus feature), I recommend contacting the gaming authority and asking them for further assistance (certria@gaminglicences.com). Let me know how you decided (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved.

Dear Shawnoo88,

The casino is willing to provide the missing evidence (without personal data of course) if you give them your consent. Do you agree?

Hallo Peter, sehr schön. Natürlich bin ich einverstanden, das Casino kann seine sog. "Beweise" gern preisgeben. Ich bin gespannt, welche das sein sollen. Liebe Grüße, Shawnoo88

Hallo Peter, sehr schön. Natürlich bin ich einverstanden, das Casino kann seine sog. "Beweise" gern preisgeben. Ich bin gespannt, welche das sein sollen. Liebe Grüße, Shawnoo88

Dear Shawnoo88,

We received the additional evidence from the casino and analyzed it in detail. I'm afraid you won't be very happy with the results. As we looked at the game history, the pattern of delaying the bonus feature and activating it later with real money was used repeatedly and therefore you actually did gain an unfair advantage. Unfortunately, this is a breach of the casino's T&Cs and the casino applied the rule correctly. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter