Dachbet Casino - Pelaajan voitot takavarikoidaan.

Hello CasinoGuru team,

I would like to submit a complaint regarding my account at Dachbet Casino.

I deposited €50 and received a 200% bonus. I completed the wagering requirements (approximately €3000 turnover) and after that the bonus was fully cleared, leaving me with a real cash balance of around €500, which was withdrawable under normal conditions.

At that point, there was no active bonus on my account.

I continued playing with my own balance and increased it to approximately €1500–€1800 through normal gameplay. During this time, I also experienced delays in account verification (KYC), which was still not completed.

After reaching this balance, I attempted to continue playing and eventually placed higher bets (€10–€20 stakes) in the same games I normally play across other casinos.

When I requested a withdrawal, my account was flagged and I was informed that my winnings were confiscated due to "bonus manipulation".

I do not understand this decision, as:

The wagering requirement had already been completed.

The remaining balance was real cash, not bonus funds.

No active bonus was in use at the time of the disputed gameplay.

There was no clear explanation of which rule or clause was violated.

I kindly request a full review of my gameplay history and a detailed explanation of:

Which specific rule I allegedly violated

Which bets were considered "bonus manipulation"

Why real cash winnings were affected after wagering completion

I believe this decision may be a misinterpretation of bonus terms or an overly broad application of "irregular play" rules.

Thank you for your assistance.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Which bonus did you play with? Please post a promo code or link you used to activate the offer here in this thread.
• Is your casino balance divided into 'real money' and 'bonus' balances? Have your winnings been transferred to your real money balance once the bonus wagering requirements were fulfilled?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Thank you for your response and for looking into my case.

I would like to provide more details to clarify the situation.

1. Gameplay:

I mainly played slot games, especially one specific slot called Wild Bandito. I did not play live casino, sports betting, or any low-risk games. My gameplay was normal slot spinning with real risk, and at several points I was close to losing my entire balance.

2. Bonus:

The bonus I used was called DACHWEL200. I deposited 50€ and received a 100€ bonus. I entered the terms and conditions before playing and saw that the maximum bet allowed was 12€. Based on this, I made sure my bets did not exceed this amount.

From my experience with other casinos, if a bet exceeds the allowed limit, it usually just does not count toward wagering. I have never experienced a situation where winnings are confiscated entirely because of this.

3. Balance separation:

I completed the wagering requirements successfully. After that, my balance was reduced to 500€ according to the maximum conversion rule, which I accepted.

At that point, the bonus was no longer active and the remaining balance was real money.

After this, I continued playing normally and increased my balance to around 1600€. Only after requesting a withdrawal was I accused of "bonus manipulation" and later of violating the maximum bet rule.

However, the higher bets I placed happened after the wagering had already been completed and after the balance had already been converted to real funds.

For this reason, I do not understand how bonus restrictions could still apply at that stage.

Additionally, I was never clearly warned that exceeding a bet limit would result in confiscation of winnings. This is not consistent with my experience in other casinos and was not clearly highlighted in a way that would make such a severe consequence expected.

I kindly ask the casino to provide:

- A clear timeline showing when the alleged violation occurred

- Specific bets that were considered a violation

- Clarification on how bonus rules can still apply after wagering completion

Thank you very much for your help.

Hello,

I would like to clarify the latest response I received from the casino, as it introduces a new interpretation of their bonus terms.

The casino is now stating that bonus restrictions, including the maximum bet rule, do not apply only during the wagering phase, but continue to apply even after wagering is completed, until the bonus is considered fully "completed, converted, and settled."

According to their explanation, even though the wagering requirements were completed and my balance was reduced to 500€ (as per the maximum conversion rule), they still consider the bonus conditions to be active beyond that point.

Based on this reasoning, they claim that some of my bets (which were placed after the wagering was completed) are still subject to the maximum bet restriction.

However, I find this interpretation unclear and potentially contradictory, because:

- The balance had already been reduced to 500€, which indicates that the bonus had already been converted 

- At that stage, the remaining funds should logically be considered real money 

- I have not found a clear clause in the Terms and Conditions stating that maximum bet restrictions continue to apply after wagering is completed 

For this reason, I believe this interpretation is not sufficiently transparent and may not be fairly applied.

I would appreciate your help in reviewing whether this interpretation of the bonus terms is valid and clearly supported by the casino’s Terms and Conditions.

I would also like to add an important point regarding the consequences of a potential maximum bet violation.

Even in the scenario where such a violation occurred during the bonus phase, I believe that the complete confiscation of all winnings is a disproportionate outcome.

Based on my experience across multiple online casinos, exceeding the maximum bet limit typically results in the specific bets not counting toward wagering requirements, rather than the full removal of all winnings.

In this case, there was no clear and prominent indication that a single instance of exceeding the bet limit could lead to the total confiscation of funds.

For this reason, I believe that the applied measure is not only unclear but also excessively severe compared to standard industry practice.

Thank you very much for your assistance.

Thank you very much for your reply, Lentionn. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I have emailed you all the emails of every different think they told me. Thank you!!!

Dear Lentionn,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Lentionn,

My name is Michal, and I have taken over handling your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Dachbet Casino to join the conversation.

Dear Dachbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear Casino Guru Team,

The player's account was reviewed previously provided with information regarding the decision made on our end, including examples, which exceeded the maximum permitted stake during the promotion.

Following this review, the taken actions were communicated with the player.

We remain at your disposal.

Dear Dachbet Casino,

Thank you for your response.

I have carefully checked my inbox, including the Spam and Junk folders; however, I have not been able to locate any email from the contact addresses we currently have on record for your team.

Could you please confirm the email address from which the message was sent? Additionally, I would appreciate it if you could resend the email to michal.k@casino.guru.

Thank you for your cooperation. I look forward to receiving the information.

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.

Dear Lentionn,

Unfortunately, I have not received any further response from the casino, despite their latest post in the complaint thread indicating that they had supposedly sent me an email.

While, from a strictly technical perspective, the casino might have acted in accordance with its rules, this being said, I'm not in a position to support the casino's action because of the lack of additional information and evidence I have requested to come to an informed decision.

Since no advancements have been made despite my multiple attempts to reach out to the casino team, I'm forced to close this case as unresolved at the moment.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. You will be informed as soon as we receive some updates regarding this complaint.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Dachbet Casino has not engaged appropriately in our dispute resolution process as an independent ADR mediator, this may constitute a potential breach of their licensing obligations. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry we could not be of any other help.

Best regards,

Michal

Casino Guru

Best regards,

Michal

Casino Guru