The player from Germany had successfully wagered a bonus and withdrawn part of the win, continuing to play with the remaining funds. However, despite the bonus no longer being active, the casino had decided to limit the withdrawal to 10,000€, not considering the player's subsequent win. The player had complained about this decision, arguing that the bonus rules should not have applied to his balance after the wagering was completed. After a lengthy discussion with the casino, the casino administration reviewed the case and decided to return the written-off amount of 21,218€ to the player's game account. The player had confirmed the receipt of the money and the complaint had been marked as 'resolved'.
Dozenspins Casino - Player's winnings partially confiscated after wagering a bonus.
Amount: €30,000
Dozenspins Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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9 months ago
Translation
I took advantage of a bonus over the weekend, where the maximum payout was limited to 10,000€. After I had wagered the bonus + deposit 30 times, there was a balance of about 3,500€. This amount was displayed to me as real money. Hence, the bonus had been wagered and was below the 10,000€ limit.
I then withdrew 1,200€ of the real money (no longer any active bonus) and continued playing with the rest. During this, I won approximately 60,000€. I played this down to 30,000€, and wanted to withdraw it.
Today, I found that there was only 8,800€ left in my account.
According to the casino, I can only withdraw 10,000€ because I played with a bonus. However, the bonus had already been wagered and was no longer active before the 60,000€ win.
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9 months ago
Dear Ypsi2005,
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, please post here a link or promo code to the bonus you redeemed.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can 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
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9 months ago
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The bonus is the bonus code VIP120% redeemed via live chat.
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9 months ago
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VIP Manager answer:
Please re-read the terms and conditions of the promotion you participated in.
Once you have received a 120% deposit bonus wagering requirements apply.
Also, maximum withdrawal limits apply after wagering the bonus.
The maximum withdrawal amount available after wagering the bonus is €10,000. (subject to the terms and conditions of the promotion you entered).
The moment you wager the bonus your real balance has been replenished by €2898.
You continued playing with the money won from the bonus, which has a withdrawal limit of €10,000.
As per the terms of this promotion, the amount exceeding the available withdrawal limit has been deducted.
We thank you for your understanding and wish you a nice evening!
If you have any questions, we are happy to help you via live chat or email: vip@dozenspins.com
Best regards,
Personal manager - Karina
The casino insists that my €60,000 is still part of the bonus. However, I can't find anything about it in the terms and conditions/bonus conditions. It only says that the bonus ends as soon as the deposit + bonus has been wagered 30 times.
This means that the €2898 should no longer be linked to any bonus conditions. Since they are below the €10,000 limit and are therefore freely available.
With this amount I then won €60,000 and here the €10,000 limit should no longer be active because there is no longer a bonus.
According to support, the payout limit is still active here and that's why my account was reduced from 30,000 to 10,000. But that can't/shouldn't be the case. According to this logic, I should not continue playing until the €10,000 has been fully debited. Because otherwise I would always be downgraded to €10,000 with the same reasoning.
I am aware that the casino tries not to recognize the win. Just like I'm trying to get the money. According to my opinion and the terms and conditions, the bonus was successfully ended with €2898. And from here no bonus limit is active anymore. Therefore, my account should show €30,000.
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9 months ago
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"Thank you for contacting us!
We are sincerely sorry that you misunderstood the terms of this promotion. However, the email with this bonus offer clearly states:
*Maximum win amount you can get by wagering the bonus is €10,000.
This means that the funds you receive after wagering the bonus have a withdrawal limit of €10,000. Since these funds were obtained precisely by wagering the bonus, this restriction applies and will remain in place until you withdraw these funds.
You cannot withdraw more than €10,000 of the received money after wagering this bonus.
We are strictly governed by the rules and this decision is final and cannot be changed.
Thank you for your understanding."
I don't think I'll have a chance to get the money here. Because the casino lays it out how you want it.
The bonus terms and conditions just say "*The maximum amount of winnings you can get by wagering the bonus is €10,000.".
I won €2900 from the bonus. Nowhere does it say that the profit from the successfully implemented bonus is still subject to this condition. According to the condition, the bonus ends after a successful 30x wagering.
But the casino doesn't want to see that. And I don't recognize the following profit.
If you don't have any more ideas, I don't have any either 🙁
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9 months ago
Thank you very much, Ypsi2005, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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
Hi Ypsi2005,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Dozenspins Casino to the conversation to participate in the resolution of this complaint.
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9 months ago
Dear Ypsi2005,
We have reviewed your complaint in detail and provide the details of your complaint:
1) On 2023-07-14 18:31 UTC+0 you deposited 150EUR into your account and received an individual VIP 120% bonus of 180EUR.
2) 2023-07-14 21:15 UTC+0 you successfully wagered your bonus and the amount of 2.898EUR was transferred to your live account.
3) You continued playing and made three withdrawal requests of 400EUR each.
4) At the time of review of your withdrawal requests by the financial department it was revealed that the real funds in the amount of 30.018 EUR on your account were received from the wagering bonus which has a limit.
5) Your game balance was brought to 8800EUR on your game account + 1200EUR withdrawal request.
We provide data on the reason for writing off the amount of 21.218EUR from your game account:
In the email, you received information that the bonus is limited to 10.000EUR.
In our casino as soon as the player wagering bonus accrued to him, the entire amount of the bonus (if there are no limits on the promotion on which the bonus is accrued), which is on the game account is transferred to the real account of the player - that is, transformed into real funds.
If there is a limit on winning/withdrawing from the bonus, in real funds will be transferred only the amount that is set by the maximum values of the promo action.
If a player wagering a bonus with a win limit, in this case, he will be able to withdraw only the amount of real funds, which is set by the maximum values of the promotion.
In your case, you wagered the bonus amount of 2.898EUR, the rest of the funds you received by betting from this wagering. That is, this limitation also applies to it.
To summarize - we inform you that in order for this withdrawal restriction to be removed from your account, you should withdraw the allowed amount of 10.000 EUR from your account and your game balance in real funds should be 0.00EUR.
Dear Peter,
As you can see from all the information provided, all actions in relation to the player's account were made in accordance with the terms of the individual offer.
The player received a bonus with a limit on winnings. In this case, the limit is imposed exactly on the real funds received from the bonus funds.
All withdrawal requests for the player will be processed without any barriers within the specified allowable amount of 10.000 EUR. At the moment 5 players' requests for 400EUR have already been processed and the funds have been transferred to the player's bank account.
Best regards.
Dozenspins Casino Risk Department.
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9 months ago
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Unfortunately, the campaign only stated that there was a payout limit of €10,000.
I assume that a bonus ends as soon as it has been successfully implemented.
If the account balance is greater than the limit at the time, it will be set to the limit and the bonus will end without any further conditions.
The way the bonus is laid out by them, it is currently only possible for me to play again as soon as my account balance is €0. Which takes about 2-3 months with 3 withdrawals per week and a limit of €400. But that's another problem.
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9 months ago
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The rule that you only have to pay out your winnings after the end of the bonus only to then deposit them again seems to me that you can deny ignorant customers larger winnings.
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9 months ago
Dear Ypsi2005,
Our casino has various deposit promotions, both with and without a limit on winnings and withdrawals. You took part in a promotion with a limitation on the winnings and withdrawal of funds from the received bonus. To limit the amount of winnings is possible only in the way specified by us.
Most of the amount of your winnings has already been paid out. The remaining amount will also be paid out. As soon as your game balance reaches 0.00EUR, the win limit will be removed and you will be able to deposit further and take part in other promotions. If you do not want to have a limit on winnings and withdrawals, choose promotions without a limit in the future.
Best regards.
Dozenspins Casino Risk Department.
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8 months ago
Dear Dozenspins Casino team,
"In our casino as soon as the player wagering bonus accrued to him, the entire amount of the bonus (if there are no limits on the promotion on which the bonus is accrued), which is on the game account is transferred to the real account of the player - that is, transformed into real funds.
If there is a limit on winning/withdrawing from the bonus, in real funds will be transferred only the amount that is set by the maximum values of the promo action."
If I understand correctly, according to the above, if a player successfully finishes wagering a bonus, the funds go straight to the real money balance, correct? My question is, how do the players know that the bonus is finished and no other bonus conditions apply? When I play with a bonus and finish the wagering, the money goes to my real money balance, it is my real money, correct? How can you apply a bonus max cashout on real money? This doesn't make much sense. We are convinced that Ypsi2005 should get paid in full as the winnings he made were made from his real money balance.
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8 months ago
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Hello Peter, I'm glad to hear that you have the same opinion as me.
Unfortunately, it doesn't look as if the casino would give in and give me back the missing EUR 21,218. But maybe a miracle will happen.
However, I will not deposit any more money at Dozenspins for the time being and will play at other casinos until positive clarification... I find it sad that as a long-standing customer you are deprived of your profit in this way.
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8 months ago
Dear Peter,
We provide detailed account information of the player YPSI2005.
The player received 120% bonus (180EUR) 2023-07-14 - the specified bonus is individual and with a limit on the maximum withdrawal and winnings.
This was mentioned in the letter to the client
The player successfully wagered the 180EUR 2023-07-14 bonus in the amount of 2898EUR and continued playing.
Our casino has implemented a mechanism for limiting the maximum win/withdrawal from the received bonus, which notifies players in case of release of the maximum allowable bonus amount for win/withdrawal and makes a write-off.
We have attached a screenshot as an example of the notification in case of wagering the bonus with the maximum win/withdrawal limit.
According to the terms of the individual offer the player received a bonus with a withdrawal/win restriction of 10.000EUR.
The player did not release the maximum bonus amount available for withdrawal of 10.000EUR, but only 2898EUR, and for this reason the player did not receive notification about the available amount for withdrawal, but he was informed about it in the e-mail.
Accordingly, 10.000EUR is the maximum amount a player can get/withdraw at the expense of a wagering bonus. Bonus funds are not withdrawable, for this reason, the restriction is imposed on the real funds received from the bonus.
The player received real funds from the bonus part of the balance, and in this case, all that the player can withdraw is only 10.000EUR, and the rest of the funds are debited.
The player was given the opportunity to withdraw this amount and all withdrawal requests were successfully processed.
At the moment the player has withdrawn 6600EUR from the available amount, and 3400EUR lost by betting in games.
All actions in relation to the player's account were made according to the terms of the individual offer. As we mentioned above, our casino has various promotions, both with and without withdrawal/win limits.
Our casino always pays out winnings to players in accordance with the terms and conditions of the offers.
Best regards.
Dozenspins Casino Risk Department.
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8 months ago
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So if you wager the bonus with more than the limit you will get a notification and will be reduced to the limit? (This method is also correct.)
However, in my case I wagered the bonus with less than the limit and didn't get any notification.
However, the amount was shown as real money and no further conditions were evident. So I kept playing and won...
And instead of paying me the full profit made with the real money, it was simply retained and it was determined that I would have had to pay out the profit from the bonus in full first and then deposit it again to continue playing??? It just sounds like an attempt is being made to keep the profit...
Under the bonus conditions https://dozenspins.eu/de/page/bonus-terms there is also nothing written that winnings must first be paid out in full and may not be used further.
Therefore, I am of the opinion that the retained 21,218 EUR are more appropriate and I ask you to reconsider your decision.
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8 months ago
Hi all,
Thank you for your replies.
Dear Dozenspins Casino team,
I'm afraid I have to agree with Ypsi2005. It's fine that you inform the players about applying max cashout when the wagering of the bonus is finished and when their winnings are higher than this amount. But how about the majority of the players whose winnings are lower than the max cashout? How do they know if the bonus rules still apply to their balance even if the wagering of the bonus is finished and the balance is displayed as real money? This doesn't make any sense. Even if the player should make a withdrawal in order to get rid of the max cashout rule (which isn't even stated in the casino's Bonus T&Cs) it would be very user-unfriendly, unintuitive, and even predatory. As soon as the wagering is finished and the bonus money is converted to real money, all bonus rules should be dropped, and therefore Ypsi2005 should get paid in full.
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8 months ago
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I would like to draw your attention to the complaint of another user in a Dozenspins partner casino.
Here, too, the balance was displayed as real money after the bonus and there was no longer any existing limit, the casino withheld part of the profit and insisted on doing everything right.
After about 1 year, the casino reports again and agreed with the player and refunded the retained amount.
https://casinoguru-uk.com/icebet-casino-the-player-bonus-winnings-were-1
Hopefully the Dozenspins Casino team will come to this conclusion without the long wait 🙂.
Since it was not clear to me either that a limit was still active after the bonus. And it is therefore assumed that a limit will be applied automatically after the bonus has been completed. The bonus conditions also say nothing about the fact that a limit is still active after the bonus and that the winnings first have to be paid out in full. If you knew that, then you certainly wouldn't play any further. Since you don't get the profit anyway.
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8 months ago
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I looked at all the closed complaints from Dozenspins and its sister/partner casinos.
And there have been quite a few cases of unresolved complaints across the board regarding bonus balances missing or misleading bonus terms and conditions. Everywhere the casino insisted on doing everything right, however, the players were proved right and the case was closed as unsolved.
In April of this year, the casinos approached everyone and refunded the amount. And promised to adjust their guidelines.
Apparently, the casinos probably only collect a few unsolved cases until the bad ratings are no longer acceptable.
In any case, the guidelines / bonus conditions have not yet been sufficiently adjusted, otherwise my problem would not have happened. A simple line on the bonus conditions page, stating that the payout limit is still active after the bonus and that you have to pay out the entire balance first, would not have led to the problem in the first place.
I continue to hope that we can reach an agreement quickly. And for the future the bonus conditions will be adjusted and expanded. So that problems like this don't occur again.
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8 months ago
Dear Peter,
At the moment, the situation has been transferred and is being considered by the casino administration.
Soon we will have additional information on this case and we will immediately provide it.
Best regards.
Dozenspins Casino Risk Department.
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8 months ago
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Dear Dozenspins Casino Team,
Thank you for letting the casino administration review the case again.
You may also arrange for your bonus terms to be extended at https://dozenspins.eu/de/page/bonus-terms.
A simple point such as "1.2 Maximum possible withdrawal amount remains even after the wagering requirements have been met." would be helpful and would prevent future problems of this kind.
The bonus terms and conditions page is usually the first place to go to understand how a bonus works and unfortunately they don't currently have any more detailed information about this type of bonus.
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8 months ago
Dear Peter,
This situation is still under consideration by the administration of our casino.
As soon as we have information, we will immediately provide it.
Best regards.
Dozenspins Casino Risk Department.
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8 months ago
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Dear Dozenspins Casino Team,
I know you wanted to get in touch as soon as there was new information.
But since the casino administration has been checking it for more than 2 weeks, I wanted to ask
whether there is new information or any problems?
And how long do you think it will take?
Greetings,
Ypsi2005
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7 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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7 months ago
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It's a real shame that Dozenspins simply doesn't respond anymore.
Admitting that you acted incorrectly and paying out the missing winnings seems to be worse than a negative review from Casino Guru.
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7 months ago
Dear Peter,
We are ready to provide you with additional information to respond to and resolve this complaint.
Best regards.
Dozenspins Casino Risk Department
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7 months ago
Dear Dozenspins Casino Risk Department,
You can either post the information here or send it to my email address (peter.m@casino.guru).
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7 months ago
Dear Ypsi2005,
Your complaint has been reviewed in detail by the administration of our casino. In the course of the review were taken into account many aspects.
As a result of the review the administration of the casino decided to return to your game account written off in the amount of 21.218EUR
Since it is this amount you were written off from the game account when the financial department reviewed your request for withdrawal after you wagered the bonus, and on your game account remained 10.000EUR.
The amount of 21.218EUR is already on your game account.
We ask you to confirm the receipt of the specified amount on your game account YPSI2005.
Best regards.
Dozenspins Casino Risk Department.
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7 months ago
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Hi,
I can confirm that there are 21,218 EUR in my gaming account.
Many thanks to Dozenspins Casino for examining my case extensively and refunding my winnings.
Also, many thanks to Casino Guru for helping me successfully solve the problem.
Is it still possible to increase my withdrawal limit? I was allowed a withdrawal limit of €1200 per day for the previous €10,000 that came from the bonus. Is this still active now? Because it is the same bonus.
Greetings Ypsi2005
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7 months ago
Thank you Dozenspins Casino Risk Department for reconsidering.
Dear Ypsi2005,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Ypsi2005, 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 it 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,
Peter
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