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Hello,

On the 15th of October, I deposited 100 euros, utilizing a 60 percent non-sticky bonus and received a bonus of 60 euros (100 euros real money and 60 euros bonus).

I managed to win with my real money and chose to cancel my 60 euro bonus, electing to withdraw 2000 euros in real money.

On the 17th of October, I received the following email message:

Hello,

We would like to inform you that following an internal investigation, management has decided to delete your account.

We have rejected your withdrawal, deducted your credit balance and refunded your deposit in the same manner.

Kind Regards,

Payment Cashier

The winnings of 2000 euros were cancelled without any reason given, and my account was closed, though I adhered to all the rules.

I cannot understand why my withdrawal was cancelled, thus I am submitting this complaint.

I am fully verified and this is not my first withdrawal.

hallo

ich habe am 15.10. 100 euro eingezahlt mit einen 60 protzent non sticky bonus und und 60 euro bonus erhalten (100 euro echtgeld und 60 euro bonus)

ich konnte mit mein echtgeld gewinnen und habe mich dazu entschieden meinen bonus von 60 euro zu stornieren und 2000 euro echtgeld auszuzahlen

gestern am 17.10. bekam ich dann folgende nachricht per email:

Hallo,

Wir möchten Ihnen mitteilen, dass die Geschäftsleitung nach einer internen Untersuchung beschlossen hat, Ihr Konto zu löschen.

Wir haben Ihre Auszahlung abgelehnt, Ihr Guthaben abgezogen und Ihre Einzahlung auf dieselbe Weise zurückerstattet.

Mit freundlichen Grüßen,

Zahlungskassierer

der gewinn von 2000 euro wurde ohne begründung storniert und mein konto geschlossen. Da ich mich an allen regeln gehalten habe

und ich nicht nachvollziehen kann warum meine auszahlung storniert wurde reiche ich hiermit diese beschwerde ein

ich bin voll verifiziert und es ist nicht meine erste auszahlung

Dear zilske50,

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

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

• Could you please provide a screenshot or a link to the bonus you redeemed and its terms and conditions?
• Could you please include a reference where you found the particular bonus to be non-sticky or 'parachute'?
• Post screenshots here or send me the information to my email at tomas@casino.guru

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,

Tomas

I sent you an email, did you receive it?

ich habe ihnen eine email geschickt haben sie diese erhalten?

Thank you for the email.

Unfortunately, if the bonus wasn't designated as a 'parachute bonus' or if it wasn't explicitly stated the winnings would be considered separately for your real and bonus balance, we believe the following: Once you activate a deposit bonus, your real money and the bonus amount you received are combined into a single balance. It's important to note that if you decide to cancel the bonus before fulfilling the required wagering conditions, both the bonus itself and any winnings you have accumulated using the bonus will be invalidated.

https://www.dbosses.com/bonus-terms

 1.8.    When you participate in a promotion, both deposited funds and bonus funds become "Bonus Balance". When a bonus is active, the turnover must be completed or the bonus set to zero in order for a withdrawal to be made. The only exception is if you just want to withdraw your deposit. In this case, the bonus funds and all winnings will be forfeited.

By returning your real money deposit, the casino acted accordingly in our opinion.

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.

1.) I was shown real money and bonus separately on my account balance: 2000 euros real money and 60 euros bonus money

2.) my wager was still at 0 euros (even though I had wagered around 200 euros in slots) because the real money doesn't risk the bonus. Wagering only starts when you play with bonus money

How should I implement a bonus that can only be implemented with the bonus money (60 euros bonus money)?

Bets with real money did not affect the wager

3.) At the cashier I was offered the option to cancel the bonus of 60 euros and after I did that I had an outstanding payout of 2000 euros

So canceling the bonus worked and after canceling the 60 euro bonus I had 2000 euros in real money in my account

4.) I used this bonus several times and was able to win 2700 euros (real money winnings) with another deposit and there too I canceled the 60 euros bonus and paid out the real money and the payout was also approved

1.)mir wurde auf meinen kontostand echtgeld und bonus getrennt angezeigt 2000 euro echtgeld und 60 euro bonusgeld

2.)mein wager war immer noch bei 0 euro (obwohl ich circa 200 euro in slots umgsetzt hatte) weil das echtgeld den bonus nicht wagert erst wenn man mit bonusgeld spielt beginnt das wagering

wie soll ich einen bonus umsetzen der sich nur mit dem bonusgeld (60 euro bonusgeld) umsetzen lässt?

einsätze mit echtgeld haben sich nicht auf den wager ausgewirkt

3.) im cashier wurde mir die option angeboten den bonus von 60 euro zu stornieren und nachdem ich das getan habe hatte ich eine ausstehende auszahlung von 2000 euro

das stornieren des bonus hatte also funktioniert und ich hatte nach stornieren des 60 euro bonus 2000 euro echtgeld auf mein konto

4.)ich habe diesen bonus mehrmals genutzt und konnte mit einer anderen einzahlung 2700 euro (echtgeldgewinn) gewinnen und auch dort habe ich den 60 euro bonus storniert und das echtgeld ausgezahlt und die auszahlung wurde auch genehmigt

Thank you very much, zilske50, for providing the detailed explanation of the situation. 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.  

HI zilske50,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Dbosses Casino to join the conversation and contribute to the resolution of this complaint.

Following a thorough investigation and assessment, player zilske50/1349527, is part of a strategy gang of 3 players that are placing similar bets, on similar games on approximately similar time and having almost similar usernames.

This behaviour is not accepted and all 3 players accounts have been closed.

Regards,

Paul

Dear Dbosses Casino team,

I'm afraid we need a better explanation of what happened. First of all, I would like to ask if it's even possible in the casino to keep winnings earned from real money while playing with a bonus when the bonus is canceled before the wagering is finished since this is not very common practice.

It is common and it is called a non-sticky bonus.

However, that has less or no relevance into this case since following a thorough investigation and assessment, player zilske50/1349527, is part of a strategy of multiple players that are placing similar bets, on similar games on approximately similar time and having almost similar usernames using similar bonus!

This behaviour is not accepted and all players accounts have been closed.

Regards,

Paul

Dear Dbosses Casino team,

There are many casinos with non-sticky bonuses and where the mechanics of the bonus work differently. Secondly, how does it matter if players are placing similar bets, on similar games at approximately similar times? As far as I know, this behavior isn't against any rules. However, you suggested that the players carry signs of multiple accounting (having almost similar usernames using similar bonuses). If this is the case, I'd like to ask you to provide more detailed evidence to support your claims (peter.m@casino.guru).

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.

I will be providing evidence on the email provided soon.

Thanks,

Paul

Thank you Paul for your email. I just replied and sent you an additional question.

Hi zilske50,

We are still discussing your case. I will get back to you as soon as there's news.

Dear zilske50,

I'm afraid I won't be able to help you with your issue. The casino provided us with evidence that suggests that your account is part of a syndicate included in numerous multiple account/collusion cases. This evidence is supported by several linked complaints that can be found on casino.guru. Even though we try to help all players with their issues, we don't want to support this type of activity. Your complaint will be rejected. I wish I could be of more help,

Best regards,

Peter