The player from Hamburg has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet.
Dublinbet Casino - Player’s withdrawal has been delayed.
Black points: 4,270
Amount: €5,501
Dublinbet Casino
Safety Index:Below averageSafety Index
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5.8
Dublinbet Casino has a Safety Index of 5.8, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Justified complaint
UNRESOLVED
Case summary
1 year ago
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2 years ago
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Hello,
my winnings were completely confiscated and the account reduced to my deposit amount of €25, which I then reduced to zero following the refusal to withdraw.
The support constantly refers to your point 5.1.13. of the Player Terms of Service.
"If a player attempts to gain an unfair advantage over the casino, the casino will take appropriate action, including confiscation of winnings and bonus funds. Such action will only be taken if such behavior is sufficiently obvious. The player is prohibited from using the devices such as robots, other external game support programs (EPA) or techniques that distort normal gameplay and give the player an unfair advantage.
As a layman, I see no indication of a doubling ban, for example in a dozen or column game, as in my case. The term martingale was also named in one of the first responses from the casino by support. I can also point this to point 5.1.13. not remove. The risk lies entirely with the player, either he wins or he loses. In hindsight I googled the term martingale and the opinions about it tend to go in the direction of not using because of rather high losses. I then also found an article that doubling is also used in trading. So of course I'm wondering why that isn't also spelled out in the game conditions???
You don't get the question about the finance department, an address to have it checked legally, if necessary, just the same text over and over again, "make yourself familiar with it".
If that were specifically formulated under 5.1.13. then you could have adjusted to it. I simply call this embezzlement and cheating on the player who, like me, won once for a change. You can do anything in Dublinbet, "just don't win". Apart from that, all other documents were already verified, I didn't get a bonus from the start.
I don't know yet whether this can be legally enforced at all, at least I took photos of the account balances before and after the payout.
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2 years ago
Dear MightyMouse,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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Hello,
just a brief update on my payment of 5501 €.
I can write daily and keep getting the same replies from support which I paste as follows-
Amelie (Support)
Oct 13, 2022 at 11:22 am EEST
Hi!
Thank you for your response.
As we have already mentioned, no refund will be given as you have breached our terms to which you have agreed.
It is very important to review these, even though they can be tedious to read.
The decision we have made is final and we stand by our original assessment.
We apologize for the inconvenience, but it is not possible to get a refund.
If you have any other questions, please feel free to contact us.
Kind regards,
Amelie
Every day someone else from support, but nobody goes into their player conditions under point 5.1.13 and the wording in detail and guesses why this is not defined more precisely.
Sincerely
and hands off the Dublinbet
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2 years ago
Hi,
Thank you for getting in touch with us.
First off, we wanted to apologise in this case since we can see that this situation has caused you some dissatisfaction.
Please do understand that from our end, as we have explained, we do not tolerate any betting patterns which can be deemed strategic. Whilst I understand your position, please acknowledge that we have refunded you with your deposit and allowed you to bet again with the same funds.
In this case the funds confiscated were your winnings generated from the above mentioned gameplay.
We do hope that this clears any confusion or uncertainties that were present.
Thank you,
Customer Support Management.
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2 years ago
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Hello,
Now people are trying to accuse me of strategic betting patterns, just ridiculous as the roulette ball has no memory and it's still a game of chance. Nobody can be told how to set.
It will still be on 5.1.13. referred to by the Player Rules, which do not contain any mention of doubling or the term Martingale mentioned by the casino. Twist and turn just to avoid having to cash out, this way and no other.
Therefore, the payment of 5501 € is still required, without ifs and buts.
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2 years ago
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Hello,
I wrote to Dublinbet Casino again.
The previous letter of 10/14/2022 has also remained unanswered so far.
Hello,
I still don't know what your problem is when you twist your own game conditions in 5.1.13 and also present it as using strategic patterns.
Explain what the point of playing roulette is if the player's goal isn't to win.
Incidentally, every casino with 37 numbers in roulette has the advantage on its side, because this is 2.7%.
I absolutely cannot gain an unfair advantage from this and there have been no rejected bets, nor do I wonder then why is there a doubling button at all?
You should also take a look at the online reviews that are given for your casino, this is rather embarrassing in hindsight and a pattern of rejection of any kind when it comes to your house's payouts.
€5501 has been pending since October 6th, 2022 and you will be asked again to pay it out.
Kind regards
Axel K***
Edited by a Casino Guru admin
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2 years ago
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Evgeni (Support)
Oct 16, 2022 at 3:48 PM EEST
Hi!
Thank you for your response.
As we have already explained, this strategy is forbidden and will not be tolerated.
The information is well mentioned in our general terms and conditions.
There is no further information to give as we have already explained the situation.
The decision we have made is final and we stand by our original assessment.
We apologize for the inconvenience, but it is not possible to get a refund.
If you have any other questions, please feel free to contact us.
Kind regards,
Evgeni
Hello,
renewed response, which is actually none.
In my eyes, the "incompetent support" simply switches to stubborn, no giving in, no compromise,
not responding to their own playing conditions 5.1.13.
Now I'm curious how you from Casino Guru want to achieve something in about 3 days.
I still expect my payout of 5001 € without any ifs and buts.
At least legally a suitable address for a lawyer.
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2 years ago
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Hello,
Since you will be contacting Dublinbet in the foreseeable future, I would like to point out once again that you take a close look at item 5.1.13 of the Dublinbet rules of play to see whether you can find any information about a ban on doubling or the term martingale.
Also whether it can be prescribed in any way how bets are to be made.
No technical aids were used, neither played continuously alone with doubling, nor only played live roulette.
Therefore, I insist on a chargeback of €5501 to the player's account so that a withdrawal can be made.
Compromise proposals might be an alternative, but there will not be a complete waiver since October 6th, 2022.
Otherwise, a contact person for initiating legal action with the exact address of the Dublinbet finance department and not the support, which, as you can see, has blocked everything so far.
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2 years ago
Thank you very much MightyMouse for your reply. I will now transfer your complaint to my colleague Matej (matej@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.
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2 years ago
Hello MightyMouse.
I am sorry to hear about your troubles.
I would like to ask the casino representative if Martingale was the only reason for confiscating the winnings.
I would like to also point out that Martingale is not giving players any mathematical advantages. In the short term, it might look like a good strategy, but in the long run, it always ends up with a catastrophic loss for the player.
As you can see here:
https://en.wikipedia.org/wiki/Martingale_(betting_system)
Another point is that this model works only if the player has unlimited wealth and the casino doesn't have a limit on bets.
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2 years ago
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Hello Matej,
finally someone with expertise.
I was aware that doubling my winnings up to that point could bring it to zero in no time at all.
In my opinion, it was in the dozen or column game that I noticed from the numbers that a certain dozen or column didn't appear at all for a long time. Then I risked doubling.
Since the ball still has no memory and you never know exactly where it will land, which also depends on the croupier, regarding the speed at which the ball is thrown.
The croupiers are then also changed every half hour at the live casino.
In addition, the cauldron turns left and then right again and the ball thrown in circles
initially opposite.
As is well known, the advantage of the casino is always 2.7%, due to zero.
I did that maybe 2-3 times over the course of the whole process and was just lucky.
What bothers me is the fact that under point 5.1.13 of the player regulations it is not written exactly that "doubling" or the term "martingale" is used there at all.
It is said that I used strategic patterns and thereby gained advantages over other players.
In none of the approx. 20 emails did anyone from support respond to point 5.1.13 of Dublinbet's in-house player regulations.
Sometimes you win, sometimes you lose. But if someone manages to win once, it should not be paid out.
Overall, there are so many negative reviews about Dublinbet online that I am not willing to put up with it.
Maybe you could get the entire gameplay in writing to look at.
Out of annoyance I downplayed my deposited amount from €25 to €0.50 after it was €5526 before the 1st withdrawal request of €2000. The next day it was reduced from €3526 to €25.
The verification of all submitted documents was also available.
The payment has been pending since October 6th, 2022.
According to your message, it will take another week for the casino to reply.
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2 years 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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2 years ago
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Hello Matej,
For me it is not difficult to see that everything is blocked here that could even have something to do with a payout.
I had to listen to the same Laier non-stop, support blocked everything in their answers.
Nobody goes into their own playing conditions and their definitions under point 5.1.13.
If I now read that it can have a negative impact on the rating of Casino Dublinbet, that is clearly not enough.
I can still see some of the bets and the majority of the bets were not played with a "double". I also made winnings in the Book of Dublinbet, these were also blocked as the casino said they were made with winnings from roulette.
So I wait another 7 days and the payout of €5501 has been pending since October 6th, 2022.
The place of jurisdiction would probably be Curacao. How are you supposed to achieve anything? Big price question.
You can spin it however you want, nothing should be paid out.
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2 years ago
Hello Matej and Mighty mouse,
As stated above and also explained numerous times to the player, in this particular case, Martingale is clearly evident. In addition, doubling up is used on all Roulette bets. If there are winnings the betting and doubling up, starts again.
5.1.13. When a player makes an attempt to gain an unfair advantage over the casino, then the casino will take action including the confiscation of winnings and bonus funds. We will only take this action in the event that this behaviour is reasonably evident. The user is prohibited from using devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage.
Thank you,
Customer Support Management.
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2 years ago
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Hello,
in addition, all roulette bets are doubled? If there are wins, does the betting and doubling start over?
What am I supposed to do with this statement?
For example, if I bet on a dozen, the bet is known to be 2:1. So bet €0.50 I win €1 and my stake of €0.50 back. For example, if I then bet €1 on the same dozen and win, my winnings are doubled or not. Can I then only add a different amount to a second bet, e.g. €1.50? Whether betting 5:1 8:1 11:1 17:1, any amount other than the first is not a double?
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2 years ago
Dear Dublinbet Casino representative,
Could you please explain to us why you think Martingale is unfair? And how MightyMouse gain an unfair advantage?
Because the theoretical RTP wasn't changed, the casino still had a house edge (same as before), and Martingale isn't a strategy where players can win in the long run.
In theory, Martingale could be profitable only if there is no max bet and the player has an unlimited balance. (which is not possible)
Maybe you would like to check this:
https://calbizjournal.com/how-effective-is-the-martingale-system-in-online-roulette/
https://www.freegenday.com/martingale-strategy-scam/
I don't believe that the regulator will justify using the rule 5.1.13. in this case.
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2 years ago
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Hello,
just as a short interim info, my player account has now been blocked.
Only customer service could fix that. I'll refrain from making contact at first.
It may be because of the ongoing negotiations between Matej and the Dublinbet
came to this blockade.
As before, €5501 has been due for payment since October 6th, 2022.
I took photos of the account balances before applying for the first payout of €2000 (€5526) and the balance of the following day over €3526. After that, as already known, the account was reduced to the deposit amount of €25 and now stands at €0.50.
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2 years ago
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Hello Matej,
Silence in the casino forest?
No response from Dublinbet.
How does it go from here?
Can the regulatory authority achieve anything if bricked up like this?
If the case should now be closed, the question arises as to why the Casino Guru is switched on at all.
There will also be a renewed statement about Dublinbet and also for the Casino Guru in my case.
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2 years 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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2 years ago
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For info
I made another attempt to contact Dublinbet Casino today.
The following letter was emailed to Customer Service.
Hello,
now you have also blocked my player account.
You have not answered Casino Guru's most recent query, nor have you responded in any way to the questions Casino Guru put to you.
You have now been given another 7-day deadline
You may feel that you have answered this sufficiently.
The next step will probably be to have this checked by the regulatory authority.
You have already been informed about this by the Casino Guru.
The Curacao e-Gaming Licensing Authority has, among other things, also granted your online casino the operating license.
Nevertheless, you have the option of rebooking the requested amount of €5501 outstanding since October 6th, 2022 and then paying it out in full on my repeated applications.
If you then still think to keep blocking my player account and responding with ignorance, there will be daily complaints both on Casino Guru and on Trustpilot.
I can hardly imagine that this is in your interest.
Kind regards
Axel Kahl
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2 years ago
Hello MightyMouse.
I understand that you are frustrated by the situation, but please understand that the person from the casino with whom you are writing here is from the support department, and he needs to cooperate with the fraud department and then with somebody who makes decisions. This process takes days, sometimes weeks, so please be patient.
And if I may advise you, avoid threatening. We have zero tolerance for that, and casinos may refuse to negotiate with you if you threaten.
We also have a standard procedure which we need to follow. If the timer expires a second time, we will help you submit your complaint to the casino regulator.
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2 years ago
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Hello Matej,
as is to be expected, neither an answer to the questions you asked nor any reaction from Dublinbet.
How does it go from here ?
Will you let me know?
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2 years ago
Please click on this link:
https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=dublinbet.com
and follow the instructions.
Or find the CEG logo in the website footer:
Please let me know when you submit the complaint.
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2 years ago
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Hello Matej,
I followed the link you sent and went through the entire process.
Unfortunately I couldn't get any screenshots from Dublinbet Casino of the scores before and after the requested
Make a payout because the account has been blocked and I can't log in there.
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2 years ago
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I have the photos of the scores on my smartphone.
From there I could send them to wherever.
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2 years ago
Most likely, you will be able to send them directly after the regulator contact you.
Because the complaint was sent to the regulator, I am closing the complaint as unresolved with the status: waiting for the regulator's decision.
Please reopen the complaint after the regulator sends you the final response, and we will close the complaint accordingly.
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1 year ago
We’ve reopened this complaint at the request of MightyMouse. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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1 year ago
Hello Matej and MightyMouse!
The regulator has gotten back to us with a decision. Please refer to respective decision here below:
Let us know if there is anything further we can do.
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1 year ago
Dear casino representative,
I respect the decision of the regulator. However, I would like to know which unfair advantage MightyMouse gained.
Your rule:
5.1.13. When a player makes an attempt to gain an unfair advantage over the casino, then the casino will take action including the confiscation of winnings and bonus funds. We will only take this action in the event that this behaviour is reasonably evident. The user is prohibited from using devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage.
Please explain to everybody how Martingale helped the MightyMouse to take an unfair advantage. Because mathematically, he gained nothing.
I believe the regulator's decision is incorrect, and even if this case comes to court, the casino will not win.
(But that is my opinion and I am waiting for your explanation which is crucial in this case)
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1 year ago
Hi Matej and MightyMouse,
From our end at Customer Support we have checked further and wanted to update you here.
Whilst we do appreciate your opinion and respect it Matej, on this matter we will have to agree with the regulator, which is the governing body.
Let's also note that as a fact, Martingale is recognised as a betting strategy. From our end given the fact that we do not tolerate any betting strategies to be used, the winnings were confiscated however the deposits were returned.
On the same note we are sorry that this situation has caused a dissatisfaction in this case, we have checked if there is anything further that can be done however the above information is final.
I do hope you understand our position here.
Thank you,
Customer Support Management
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1 year ago
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Hello Matej,
isn't that just a contradiction in terms?
It is now admitted that Martingale is accepted as a betting strategy by the casino,
but at the same time not tolerated?
Conversely, if I lose as a player with this strategy, it is more than good for the casino,
that is then the winner and the strategy is then tolerated .
According to the casino, if I win as a player, I am giving myself an unfair advantage,
generated by this betting strategy and will not be tolerated .
How high might the payout rate of the casino actually be compared to the deposit rate?
Now the question arises for me whether it makes sense to have this clarified in court
and where that would then be negotiated?
Likewise, the assessment of success and whether I would have to make advance payments with high costs.
That the "so-called regulatory authority" decided so, without further explanation and interpretation
of the casino's playing conditions, makes me rather suspicious of having objectively assessed the case, because it is not clear to me that it was viewed from both sides.
Your opinion on this would be important to me.
I would then also pass on the entire correspondence, should this be clarified in court.
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1 year ago
Dear casino representative,
You wrote:
Let's also note that as a fact, Martingale is recognised as a betting strategy. From our end given the fact that we do not tolerate any betting strategies to be used, the winnings were confiscated however the deposits were returned.
I completely agree that a Martingale is a betting strategy. However, every single pattern could be considered as a strategy.
Most important is that rule you trying to use in this case is:
5.1.13. When a player makes an attempt to gain an unfair advantage over the casino, then the casino will take action including the confiscation of winnings and bonus funds. We will only take this action in the event that this behaviour is reasonably evident. The user is prohibited from using devices such as robots, any other external player assistance (EPAs) program, or techniques that distort normal gameplay and give the player an unfair advantage.
I don't see here anything about betting strategy, however, I see here a words unfair advantage.
So I would like to ask you to explain to everybody why is playing Martingale unfair and which advantage MightyMouse gained.
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1 year ago
Hi Matej,
Whilst all patterns can be considered a 'strategy', A betting strategy is a structured approach to gambling, in the attempt to produce a profit. The structure in this case being based on the fact that statistically, you cannot lose all of the time, and thus increasing the amount allocated in investments, doubling the stake—even if they are declining in value—in anticipation of a future win.
I do understand that maybe the term we have highlighted isn't fully inclusive so let's refer to the term below which gives us a clearer view:
''5.1.14. Any evidence or reasonable suspicion that specific bets were placed on any Game (i.e. betting on different outcomes in the same hand to create "action" without risk), this will not qualify for any wagering requirement. Some examples of bets without risk would be but not limited to; betting on red and black simultaneously in Roulette, betting player and banker simultaneously in Baccarat, doubling up on losses and then lowering stakes on winnings."
Please understand that from our end, there is nothing further we can do with this matter. We have checked internally as well and we can confirm that this is the final decision.
Thank you,
Customer Support Management
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1 year ago
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Hello Matej,
now for 3 months the casino has been asking about the unfair advantage that I am supposed to have gained,
as requested by you several times, neither answered and therefore the rule under 5.1.13 applies. no more, so you go to the next rule 5.1.14.
However, it does not change anything in the betting situation/wagering requirement, nor was a "risk-free action" generated.
It was neither bet on red and black at the same time, but only occasionally doubled the stake in the dozen game, after I observed the fallen numbers and this dozen stayed away for a long time, only then did my bets take place.
That still isn't a guarantee that the dozen or so players played in live roulette wouldn't have missed out another 10 or 20 or more times and ended up in a total loss.
Placing a new bet after winning a game should probably be possible. The amount of the bet can hardly be prescribed whether increased or decreased.
Thus, there is neither proof nor reasonable suspicion, because the player alone decides when and how to bet. That has always been the case and will remain so.
Therefore, the question and answer according to the previously interpreted rule 5.1.13. required,
where the unfair advantage should lie.
Likewise, the mathematical advantage still rests with the casino.
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1 year ago
Dear casino representative,
In term:
'5.1.14. Any evidence or reasonable suspicion that specific bets were placed on any Game (i.e. betting on different outcomes in the same hand to create "action" without risk), this will not qualify for any wagering requirement. Some examples of bets without risk would be but not limited to; betting on red and black simultaneously in Roulette, betting player and banker simultaneously in Baccarat, doubling up on losses and then lowering stakes on winnings."
So this term only says that playing Martingale isn't contribute to wagering while playing with a bonus.
I would like to mention that this case is about real money play.
Could you please answer my previous question:
So I would like to ask you to explain to everybody why playing Martingale is unfair and which advantage MightyMouse gained.
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1 year 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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1 year ago
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Hello,
I can assume that I will wait in vain for an answer.
Dublinbet Casino did not answer the questions about your playing conditions, nor did they unlock my account.
I also read that this casino has now completely blocked players from Mecklenburg-Western Pomerania.
My payout or my claim to 5501 € is therefore to hell.
They have the upper hand and especially in other EU countries and therefore there is no possibility of this
to sue the casino.
With the CEG, the question arises whether you need them at all, or should you better ask what remuneration they receive in order to block disputes.
I will therefore now write again on Trustpilot about Dublinbet Casino and their machinations
and post it there.
From you I expect a clear and distinct gradation of the rating of this casino to other players
to warn against their scam.
MightyMouse
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1 year ago
Hello MightyMouse,
I was looking for a way to continue with this case, and I am shocked that the curacao decided in the casino's favour.
I believe maybe only the court could help you.
Even the casino could not give us any reasonable argument about which unfair advantage you gained.
We will close this case as unresolved as a warning for other players.
I am very sorry that we were unable to help you more.
