Dublinbet Casino - Player’s winnings cancelled due to alleged bonus violation.

Good morning. The casino cancelled my withdrawals because they claim I used a bonus that exceeded 5 euros.

The issue is I deposited 100 euros, and they gave me a bonus, which I NEVER asked for at any time. I managed to win 20,000 euros, and attempted to withdraw 6,000. The next day, I logged onto Dublin Bet and suddenly when I was playing live roulette, I saw all the withdrawn funds return to my account and then disappear after a few seconds. I contacted them and they told me that in 5 out of the thousands of games I'd played, I'd played with the bonus and exceeded their limits. This is incredibly frustrating because they don't want to pay me the 6,000 euros... even though I never requested any bonus, nor did I use one. According to them, it was used automatically... it's a scandal that they won't pay me for something I neither did nor asked for, thank you for the help. I'm attaching the five games for which they denied my withdrawal... which were, by the way, all after I had withdrawn the funds.

Dear Titolas10,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

The maximum amount you are allowed to bet per bet when playing with a bonus is €5 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

• Additionally, can you inform me whether your balance is divided into two parts upon activating a promotional offer, or if it is presented as a single "bonus balance"?
• Can you provide details on the specific bonus that was activated?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning Petronela.

Thank you for answering my complaint, telling you that I have sent to your email the screenshot that the casino sent me with the "alleged" infractions regarding the use of those 5 euros of BONUS that I never claimed and in random spins...

In answer to your questions, I would like to tell you that when I made the deposit of 100 euros, an additional 100 euros were automatically put into my account, that is, a total balance of 200 euros, unified.

I cannot provide details about when the bonus was activated because I do not know, in principle the bonuses are activated when your deposited balance runs out, and that never happened, since it was never below 100 euros.

The deposit was 100 euros and the bonus was another 100.... I never claimed it and I did not accept anything for them to put a bonus in my account.

Thank you very much for your work.

Greetings.

Thank you, Titolas10, for the clarification. It's important to grasp that once bonus funds are credited to your account, your deposited money and bonus funds merge into a single "package". While playing with an active bonus, adherence to bonus rules, such as avoiding restricted games and staying within maximum bet limits, is imperative.

If you notice an undesired bonus activation after depositing, it's crucial to contact the casino promptly to cancel the bonus before commencing play. Once you initiate bonus wagering, it remains active until completion, necessitating strict adherence to all associated rules. In your case, failure to promptly cancel the bonus and engaging in bets exceeding the prescribed limits led to a breach of bonus rules, justifying the casino's decision to confiscate winnings.

It's crucial to understand that once bonus wagering begins, your real and bonus funds merge. Even if your balance doesn't fall below your deposited amount, an active bonus is still in play.

I trust this explanation provides clarity and enhances your understanding of bonus rules across the majority of casinos.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Titolas10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.