Dbosses Casino - Pelaaja raportoi harhaanjohtavista bonuskäytännöistä.

I am writing to file a formal complaint regarding the terms of service and practices of this casino.

I have been playing at this casino for some time without any issues whatsoever. However, during a recent deposit, I noticed a bonus was available to claim. Before proceeding, I checked for any specific terms related to this bonus and found none provided. I also reviewed the general bonus terms and conditions and concluded that no special restrictions applied.

After making the deposit and playing, I requested a withdrawal following a win, only to be informed that the bonus was classified as a "sticky bonus." This was concerning, as there was no clear way for me to know this beforehand. Upon reviewing the terms, I noted that while some clauses could potentially be interpreted to allow sticky bonuses, this is not clearly communicated.

Furthermore, I was informed that my cashout would be limited to 10 times the bonus amount because it was considered a "special email bonus." However, I never received any email specifying this bonus. The casino’s support team confirmed that I am not on their mailing list, making it impossible for me to be aware of any special conditions tied to the bonus.

Given the unclear bonus terms, the undisclosed sticky bonus conditions, and the application of restrictions based on information never communicated to me, I believe these practices are misleading and unfair to players.

I respectfully request this issue be investigated and a fitting solution be found.

Dear Hutch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify where exactly you found this bonus and how you activated it?

Just to confirm, was this a deposit bonus? What was the deposit amount you activated the bonus with?

Also, are you completely sure that you didn’t receive any email offer from the casino regarding this bonus?

Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Dominika,

Thank you for your response.

The bonus appeared as an option as I made a deposit. However, there was no option to show any additional terms of service.

It was activated by depositing 20 euro.

Yes, I am sure I never received the email, and the casino has also confirmed this. You will find this in the correspondence I will share through email now.

Thank you once again!

Good day Hutch and Dominika!

We are happy to discuss this matter with you both. We have requested additional information from a few departments so we can look into the details of your complaint. As soon as we have received said information, we will get back to you. We appreciate your patience. Have a nice day!

best, Emmy

Dear Emmy,

Thank you for taking another look into this. In anticipation of your response.

With kind regards

Dear Dominika and Emy,

I have just logged in and my full balance has been wiped. I understand the terms state that bonusfunds must be wagered in full within 7 days but I was a) waiting for a verdict on my complaint and b) should have had until 15:19:51 CET today to fulfill them.

With regards

Dear Hutch,

Please note that the system operates automatically, without any manual intervention. That’s why the bonus funds you had at the time were automatically removed once the deadline expired.

As an exception, given the current situation, we have asked customer support to treat the wagering as completed and to manually restore your balance. This process is done by hand, so you can expect to see your balance updated shortly.

As far as the casino is concerned, you are welcome to request a withdrawal, provided it complies with the applicable Bonus Terms & Conditions.

We have provided Dominika with information and screenshots a few days ago. We assume they will give us their opinion on the case once they have finished their research. Should you have any other questions, please feel free to reach out to us.

Best, Emmy

Dear Emmy,

Thank you for your response and thank you so much for sorting this issue out!

@Dominika it appears this issue is solved. I am currently making my first withdrawals. Once they are accepted I would consider this issue solved, and solved with satisfaction. I further noticed that since this complaint started receiving the emails with the bonuses. So the casino has also taken steps to prevent such an issue arising in the future. I would ask you to keep this complaint open until I've received my withdrawal but it seems this complaint is solved with great satisfaction to the player.

Dear Hutch, kindly update us once you have received the money.

Dear Dominika,

I have received my funds. This can be closed and marked as solved.

Thank you.

Dear Hutch,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru