Dublinbet Casino - Player's account has been closed, winnings withheld.

Complaint Against Dublin Bet Casino: Unjust Account Block and Withholding of €308,000

Dublin Bet Casino blocked my account without any prior notice and withheld my legitimate winnings, totaling €308,000, primarily accrued through the game Football Studio Roulette by Evolution Gaming.

Although they acknowledged the legitimacy of my winnings, the casino refuses to pay out, citing "system discrepancies" that supposedly allowed me to play with "casino money." This argument is absurd, unacceptable, and clearly demonstrates an attempt to blame the player for internal failures.

As a long-time VIP customer, I have only received €44,200 as a "gesture of goodwill," which is significantly less than what I am owed. Additionally:

I requested an external review, which was denied, preventing an impartial analysis of the case.

I questioned where the profit generated from my winnings went, but the casino never responded.

Regardless of Dublin Bet's claims, I assume that Evolution Gaming has fully paid the casino the amounts related to my bets and winnings, as is standard in the industry. This makes the refusal to pay me the full amount due even more inexplicable.

I demand a fair resolution and the full payment of my winnings that have already been recognized as legitimate. This case reveals not only a severe lack of responsibility on Dublin Bet's part but also raises questions regarding the platform's integrity and reliability.

When you lose, it’s fine. When you win, the casino does everything to avoid paying out.

Dear hugopim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dublinbet Casino.

Please let me preface the complaint by saying that If it turns out you played with money that shouldn't have been awarded to you in the first place, we won't be able to assist you, regardless of who was at fault.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were the funds the casino agreed to award you already paid out to you?
• Could you please describe when and how much you deposited in the casino, and whether you accepted any bonus from the casino?

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 and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

( i can write in Portuguese because is my native language but i believe English is more universal)

Following up ;

Dear Tomás ,

Thank you for your detailed response and for taking the time to assist with my complaint. I truly value Casino Guru's commitment to impartiality and transparency in resolving disputes. Allow me to clarify and expand upon the key points of my case:

Funds Granted by the Casino

Yes, the casino has paid €44,200, which they classified as a "gesture of goodwill." However, this amount is significantly lower than my legitimate winnings of over €308,000.

To provide more context:

The casino began paying small portions of my winnings over the course of two months, seemingly expecting that I would lose the remaining amount during gameplay.

When they realized that I was on a streak of good fortune, they abruptly blocked my account without prior notice.

They alleged that, due to a system error, I accessed funds they deemed as "casino money" and claimed that the amounts paid beyond this error were merely a "gesture of goodwill," justified by my VIP status and prior significant losses.

On the same day my account was blocked, I received a payment—likely automated, as it was part of their weekly payment system. Initially, I believed this was an acknowledgment of their mistake and a step toward resolving the issue. However, the account manager later clarified that this payment, along with the so-called "excess," was still being classified as goodwill.

For over two months, the funds were available in my account without restriction, and I played exclusively with legitimately credited balances. At no point did I play with bonus funds or funds marked as restricted. All winnings were earned legitimately, adhering to the rules of the platform.

Deposits and Bonuses

Over my time at Dublin Bet, I made significant deposits, amounting huundreds of thousands of euros. Importantly, my winnings were derived almost exclusively from gameplay on Football Studio Roulette by Evolution Gaming, without relying on bonuses.

Funds in Dispute:

The casino claims that I accessed funds that were improperly made available due to a "system discrepancy." However:

As a player, I had no way of identifying or understanding such an error.

All my gameplay adhered strictly to the casino's rules.

It is worth noting that Dublin Bet has acknowledged the legitimacy of my winnings but refuses to pay the remaining balance of €308,000, citing technical errors.

Additionally, Evolution Gaming, whose platform hosted the games in question, likely transferred the corresponding funds to the casino based on my gameplay. However, I have not received my rightful share of these winnings.

Core Concerns:

Lack of Transparency:

My account was blocked without warning or explanation, and the casino failed to provide clear evidence of the alleged system discrepancy.

Accountability:

Holding me responsible for their technical or operational errors is both unfair and unacceptable.

Goodwill Gesture:

While the €44,200 was framed as a "gesture of goodwill," it does not compensate for the full amount of €308,000 that is owed to me.

This situation raises serious concerns about the casino's practices and their commitment to fairness and transparency.

My Request:

I kindly ask Casino Guru to assist in bringing Dublin Bet to the table for a fair resolution. As a longstanding VIP player, I only seek what is rightfully mine and what has already been acknowledged as legitimate winnings by the casino itself.

Thank you again for your time, impartiality, and support in this matter.

This is thee m

Best regards,

Hugo *****

Thank you very much, hugopim, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello hugopim,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Dublinbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Dublinbet Casino,

Can you please provide further information about this situation? I believe it would be very useful if we could see the player's game history and transaction history, and anything else you can provide as evidence of the technical issue mentioned. Any relevant information can be sent to my email, adam.m@casino.guru. Were any other players affected by this issue?

Kind regards,

Adam