Dozenspins Casino - Player’s winnings from sports betting have been declined.

Hello.

dozenspins.com took all my money 4101 euros and I beg you to help me.

I registered at dozenspins.com on 10/24/2020 and made a deposit via Skrill 20 euros, 300 euros and after that my deposit was 1000 euros. In total, I made a deposit of 1320 euros. I didn't take any bonuses, free bets, free spins, I played only with my own money. I made live basketball bets and played casino slots. In sports betting, I won 1084.07 euros, and in the casino (the slot gave me a bonus and I got a big win of 1862.5 euros), I won a total of 1697.77 euros. Thus, my total balance was 1084.07 + 1697.77 + 1320 = 4101.84 euros. I have made a request to withdraw 400 euros to my account.

After that, the support service repeatedly asked me for a passport photo, screenshot screenshots, video recording of the screen as I enter my Skrill and open a page with linked bank cards and transaction history for the last 3 months, a copy of utility bills, a selfie with a passport in front of their website I immediately sent all the documents to them.

After sending all the photos, screenshots and video from the screen, I received an email from them:

"When checking your login, a violation of paragraph 1.21 of the rules was revealed: Clients can only place bets individually, group bets are not allowed. Repeated bets on the same results / winners from the same or different clients may subsequently be invalidated. Even after the official result of the competition / athletes is already known, the platform may invalidate the indicated bets if it considers that the clients are acting in collusion or as a syndicate, or the bets in question were made by one or more clients within a short period of time.

Your winnings have been canceled for violation of this paragraph of the rules.

Your deposit of 1000 EUR is returned to your game balance. "

They canceled all my casino winnings and all my sports winnings and refunded a portion of my deposit. An interesting fact is that in the history of casino betting and in the history of sports betting, all bets are calculated correctly and there are no canceled or canceled bets. They just wrote off all my winnings from my balance.

But I did not violate anything, I played only from my computer and have nothing to do with their accusations. I thought it was some kind of mistake and answered them with a letter with screenshots from my account history.

Here is the answer from dozenspins.com:

"The violation was revealed by the platform providing the betting service.

There is no mistake.

The administration went to meet you and did not block your game login, and also returned your last deposit in the amount of 1000 EUR to the game balance, since you unfortunately lost the last two deposits.

We value our reputation and always for fair play and quality service.

For this reason, at the moment, the administration of the project issued a warning about the fairness of the game on your part.

If you wish, you can contact the authorities at your request. In this case, the Risk Department will provide a full package of documents from the platform with evidence of violation of the project rules.

At the moment, your game account is active and the withdrawal of funds is also available to you according to the rules of the project. "

After that, I realized that all the signs of fraud on the part of the casino are visible here and I wanted to withdraw at least something from my balance and then complain about them and demand to return my winnings. I made a request to pay out 1000 euros for Skrill, but the next day I received a letter from them:

"We inform you that your request for withdrawal of funds in the amount of 1000 EUR has been canceled by our Finance Department.

Please note that in order to withdraw funds, you need to place a bet on the total amount of your initial deposit at least three times.

At the moment, your deposit roll is 0 out of 3000 EUR. "

I wanted to talk and called the phone number that is indicated in their contacts section +356 3550 0490. However, I kept getting "Wrong dialed number" all the time.

I am ready to provide any documents for verification, go through any checks by Skype or phone. I am also ready to accept payments to my personal bank account or bank card. If dozenspins.com has representative offices in the CIS countries, I am ready to personally come to their office with a passport and any documents.

They promised to provide "evidence" of my violations, but I ask you to carefully consider their "evidence". I absolutely did not break any rules, I just managed to win and I am sure that they are ready to go to great lengths not to pay me.

Please help me to get all the money from dozenspins.com I honestly made sports bets with them and played in the casino. I really count on your help and want to receive from them all my winnings of 4101 euros.

Dear Ramanah,

Thank you very much for submitting your complaint. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Thank you very much for your understanding.

Best regards,

Petronela

Hello. Thanks for the quick response. I sent you an email, please check.

Thank you very much, Ramanah, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ramanah.

From the casino reply it looks like they suspect that you are part of the organised group.

Could you please confirm that 90% of games what did you play in the casino were slots? Do you remember on which game you got the biggest winnings? Did you play also live games?

Usually information about syndicate betting come from the game operator not from the casino. But because you played a slots there, it shouldn't be this case.

I would like to invite the casino representative to explained what happened and what exactly Ramanah breached from paragraph 1.21.

I made only a few sports bets there, 90 percent of the time I played in the casino. In the casino, I made several thousand bets on slots.

I confirm and prove my every word. Please ask them to provide proof of their words.

Dear ramanah89,

The security service of the Dozenspins project performed a detailed check using your RAMANAH89 login.

Login: RAMANAH89 - has not passed the casino security check.

The sports betting operator found a violation of project 3.34 rules, namely:

- The Gaming Account is used for playing in arbitrage situations;

In your game history, the operator of sporting events detected 2 arbitrage bets on Basketball, Liga ACB.

Due to the violation of this paragraph of the rules, your winnings were canceled and the game balance will lead to your deposit of 1000 EUR.

As your winnings in the casino (slots) were received after the arbitrage bets were calculated, your winnings in the casino were also canceled.

After the investigation was completed, the administration of Dozenspins decided to block access to your login and also to return your last deposit of 1000 EUR to your Skrill Wallet according to the refund policy.

Based on the above, your game account RAMANAH89 is blocked, without the right to open it, your deposit has already been returned to your Skrill Wallet.

You are not allowed to play at this casino site, as well as at the partner sites specified in the license.

The Casino is not responsible for opening a new account with you or any losses you may incur after you open a new account. We reserve the right to close any account that was created in violation of these rules at any time.

Dozenspins again you change your charge. Initially, you said that I was a member of a "crime syndicate", but after I asked you to provide evidence, you changed the version to "Multiple bets combining different variants of the same event are prohibited if some results can affect others", but When I provided proof that I didn't make such bets, then you started talking about "The game account is used to play in arbitration situations." You have not confirmed anything for all the time that at least somehow confirmed at least one accusation you have brought against me. My words are supported by evidence, and behind your accusations, there is no evidence other than words.

Don't you think that these accusations are not enough to confiscate 3100 euros from me? You are constantly confused about accusations and do not provide evidence!

Dear casino.guru, I want to emphasize once again that dozenspins confiscated all my winnings from casinos and sports and returned only a part of the deposit. dozenspins changed the charges against me several times, but never provided any evidence. I sincerely believe in your impartiality and I am sure that when making decisions you rely only on confirmed facts. At the moment, the facts indicate that this is a fraudulent site that confiscates money from players under any pretext if they win big.

DozenSpins Casino representatives and Ramanah89: we carefully analyzed all the data, and we believe that accusation from arbitrage betting on sports bet shouldn't be used for voiding legitimate winnings on slots.

The player history record indicates that he mostly played slots in the casino and we do not consider arbitrage betting as a something what should cause to void also other legitimate winnings. Especially if only 2 of 13 bets were marked as arbitrage bets.

Dear Matej Novota,

Please provide the e-mail address to which i can send all the detailed information about the player, as the information is not public. 

Dear DozenSpins

I ask you to publish the information in this complaint privately so that only me, you and the members of the casino.guru team can see it

This is not the first time you have tried to mislead the casino.guru team, and every time you told a lie, I refuted it with evidence. But now you don't want me to see what you are writing.

I ask you to write your arguments here

Please send all relevant evidence to my email address.

I am sorry Ramanah, some information from internal casino systems cannot be published.

OK, I understand. I hope for your impartiality and fairness.

Dear Matej Novota,

All information about this player and a detailed description of the situation is sent to you by e-mail at matej@casino.guru.

Hello.

I thank you for your help, but this story has a continuation. I just want to share my experience. Trust me, I don't enjoy it, but I feel it is my duty to inform other players about what to expect. An employee of dozenspins.com answered me and, as always, he lied again and, as always, I again showed that he was lying with evidence. Also, his arguments were again illogical and deliberately misleading. And according to the good old tradition, he did not answer at all. Here is his next answer:

"The security service of the Dozenspins project carried out a detailed check using the login RAMANAH89.

On October 24, 2020, the bookmaker contacted us with information that the player RAMANAH89 makes arbitrage bets on the next event (Basketball / Spain / ACB League).

On 10/25/2020, the situation repeated with the arbitrage rate again on (Basketball / Spain / ACB League).

According to the terms and conditions of casino 1.26:

1.26 Dozenspins reserves the right to invalidate the concluded betting agreement (including the one concluded before or after the start of the event), refuse to fulfill the obligations under such an agreement (including refusing to pay any winnings) or refund any bet made, in the event of if a:

• The game account is used to play in arbitration situations;

Dozenspins administration has the right to declare such bets invalid and block the client's account.

After the administration of Dozenspins canceled the winnings for the player due to violation of the project rules, it returned the amount of his deposit (1000 EUR) to the player's balance and sent the player a letter indicating that the player must play fair according to the rules and conditions of the project.

The player refused to continue playing and play fair.

Since the player systematically made two-day arbitrage bets on identical events, the casino administration decided to void the player's winnings, as well as return the last deposit of EUR 1,000 to him, in accordance with the refund policy.

The player's deposit was returned to the Skrill wallet on 11/13/2020, and the game account was closed due to violation of the terms and conditions of the project.

Since the player refused to play fair in accordance with the terms and conditions of the project, he is prohibited from playing on this casino site, as well as on the sites specified in the license.

I would also like to draw your attention to the fact that the player made the largest bets on arbitrage bets.

At the moment, the licensing department is already working on this issue and is conducting a detailed check.

The final decision on the player's situation will be made by the licensing department. "

Here's my answer, which the support person once again ignored:

"" The security service of the Dozenspins project carried out a detailed check using the login RAMANAH89.

On October 24, 2020, the bookmaker contacted us with information that the player RAMANAH89 makes arbitrage bets on the next event (Basketball / Spain / ACB League). "

In that case, why didn't you immediately block my account and return the deposits? You yourself write that on 10/24/2020 they contacted you and said that I placed an arbitration bet on basketball. Why did you let me play beyond the 24th of the 25th, to play in the casino? You could easily block my account on the 24th, demand documents and return deposits, but you did not. Let's take a close look at the screenshot to understand the strange logic of Dozenspins.

The screenshot shows that on the 24th I made a bet on Spanish basketball and, as you say, the bookmaker's floor informed you about it. However, the screenshot shows that after betting on Spain on the 24th, I lost the next 5 bets in a row and it turns out that you did not block me just because I lost.

Then you write

"On 10/25/2020, the situation repeated with the arbitrage bet again on (Basketball / Spain / ACB League)."

Then I won big in slots and I made the next bet on Spanish basketball in the evening and then I won five bets in a row in sports. And then you already decided not to pay me. First, having come up with a version about collusion, but due to its insolvency, this version was replaced by arbitration situations.

Then you talked about the fact that in slots I won from winning money in arbitrage situations, so you canceled all winnings. However, I proved with proofs that I first won in slots and only then made a bet. Rhetorical question, why did you decide to take the money from me after I won, and not when you became aware of it?

We already spoke with the casino about the situation. Their decision is very strict, and despite the terms what they have, we don't think they should confiscate the winnings from the casino. The simple solution in this situation was, after first arbitrage bet and the warning sent to you: The casino could simply restrict your access to the sports betting part of their website. From the logs, it looks like they acted only after you managed to win but they knew about the arbitrage bets much sooner.

We would like to ask the Dozen Spins 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’.

We internally spoke about this case, and we believe that the winnings from the casino, in this case, shouldn't be confiscated.

After a long investigation by the casino, as well as the Licensing Department, a decision was made on this player: RAMANAH89.

1. All deposits made on this casino website, returned to the player to his payment method in full.

2. According to the rules and conditions of the casino 3.34:

3.34 Dozenspins reserves the right to invalidate the concluded betting agreement (including the one concluded before or after the event), to refuse to fulfill the obligations under such agreement (including refusal to pay any winnings), or to return any paid bet in case:

- The Gaming Account is used for playing in arbitrage situations;

The Dozenspins administration has the right to declare such bets null and void and block the Customer's account.

Based on general rules and conditions of the project:

14.9. In case of any violation of the rules during using the site and its services, or in case of any suspicion of fraud and other illegal actions from the player’s side, the Operator has the right to close the existing player’s gaming account and to follow a message to the player about the account closure. In regard of any alternative dispute resolutions, the Dozenspins administration is ready to provide with the necessary information indicating the reasons to the Third parties involved in resolving the dispute.

- If Dozenspins administration makes a decision to close the user`s account or if a user on his own make such decision and send an appropriate request to Dozenspins Customer Service Department, the full balance will be paid out unless the user is not suspected in any illegal and/or forbidden (e.g. Arbitrage, etc.) activities.

Based on this paragraph of the rules the player's winnings are canceled, the player's deposits are returned to the same payment method, and the game account is closed without the right to open it.

This decision is final and will not be reviewed.

The Casino is not responsible for opening a new account with you or any losses you may incur after opening a new account. We reserve the right to close an account that was created in violation of these rules at any time.

RAMANAH89 - You are not allowed to play on this casino site, as well as on the partner sites specified in the license.

I strongly disagree with dozenspins' solution. I have not received any response from the licensee to my complaint, so I have every reason to believe that this is only your decision.

Above dozenspins write that if the rates were recognized as arbitrage, then they can invalidate SUCH BETS. Earlier they wrote that they recognized 2 of my bets of 13 bets as arbitrage, but they confiscated all winnings from all bets in sports and all winnings from casino bets in slots.

You say that 2 of my bets were on arbitrage events. Perhaps this is true and this is just an accident and an absurd coincidence. After all, I played with you for a long time in casino slots having made 1600 bets and made other bets on sports 13 bets. Make these 2 bets void and pay me my winnings on all other sports bets and all casino winnings.

I suggested a compromise. Although I deliberately did not bet on arbitrage events, I can assume that this is a ridiculous coincidence and agree that you void these 2 sports bets and pay me all winnings on all other casino and sports bets.

Dozenspins is clearly cheating, I would like you to review and downgrade dozenspins.com rating or add dozenspins.com to the blacklist. To prevent other players from losing their money at dozenspins.com

Dozen Spins casino representative:

We decided that in this case, you had a much better option of how to limit the player. The rule which you used to void the winnings from slots (not related to sports betting) we consider as predatory.

We are lowering the value of this complaint to €1697.77. This is the amount of money what Ramanah should get paid.

We are closing this complaint as unresolved, which will harm the casino rating.

Ramanah: It is unfortunate what happened, but we will not put the casino on the blacklist for just one complaint. The amount of black points from your complaint is adequate punishment.

We’ve reopened this complaint at the request of Dozenspins 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.

Dear ramanah89,

We would like to notify you that we are ready to reconsider our decision regarding the complaint that you have created.

Our casino policy has been reviewed and we are very sorry about this situation.

Please be advised that the Risk Department has reviewed your complaint and has taken all aspects of it under advisement.

In case of revision, according to the rules of our project, we are ready to pay to the account details from which was deposited on the gaming account within 10 working days of the amount specified in the complaint.

If you wish to receive a payment - you should within 10 working days (until 27.04.2023) to confirm the agreement and provide / confirm details of the payment system which you want to receive funds.

Both the agreement and confirmation of the payment system for withdrawal of funds you must confirm in this complaint.

Best regards.

Dozenspins casino Risk Department.

Hello. I am very glad that everything ends well even after such a long wait.

I'm ready to accept a payout to my skrill wallet ramanah89@gmail.com

Dear ramanah89,

We ask you to confirm the following points:

1) The payment amount will be €1,698 according to the complaint.

2) Payment will be performed to the Skrill wallet (ramanah89@gmail.com) that you have indicated.

3) You undertake to confirm that you will receive the payment in this complaint, by providing a screenshot of your Skrill wallet, with the information that you have received the specified amount.

Best regards.

Dozenspins casino Risk Department.

1) I confirm

2) I confirm

3) I provide a screenshot of receiving money from you here

Dear ramanah89,

We would like to inform you that the payment in the amount of €1,698 has been made to the Skrill wallet (ramanah89@gmail.com) that you indicated.

Please confirm that you have received the payment as agreed by attaching a screenshot of the Skrill wallet in this complaint.

Best regards.

Dozenspins casino Risk Department.

I confirm that I received the money. I am attaching a screenshot from the Skrill account. The complaint can be closed, the conflict is settled.

Dear ramanah89,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru