Dbosses Casino - Pelaajan voitot takavarikoidaan.

the casino indicates that they have removed my winning amount due to bonus. but I won my winnings and there was no bonus active at that time they only gave me back 80 euros I told them that I at least want my faults back but they ignore me. I have screen video's butt i cant uplouded here

Dear Sener85,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue with your winnings being removed. To help us fully understand the situation and assist you effectively, could you please provide more details about the case?

Bonus and Gameplay Information:

• Did you use any bonuses or promotional offers at any point before or during your gameplay?
• Could you confirm if the casino has provided any specific reason or terms explaining why the winnings were removed?

Refund and Communication:

• Have you received any formal explanation from the casino regarding the €80 they returned to you?
• Could you let us know if there are any emails or chat transcripts where the casino explained their decision?

Supporting Evidence:

• If you have any screenshots or written communication, please forward them to petronela.k@casino.guru for our review.

Your cooperation is essential for us to proceed with your case. Without clear information and evidence, we won’t be able to effectively mediate with the casino on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

dear,

the casino indicates that I have abused the rules because I am allowed to bet a maximum of 5 euros if I have a bonus. And they indicate that i have used bets of 45 euros. This is not logical because a bonus with a wagering of 7000 means that I have to bet 7000:5 = 1400 times 5 euros.

I have been gambling the same way at this casino for months, but until the day I submitted a withdrawal, no one warned me that this is not allowed. So the bottom line is that I have been transferring money to them for nothing all this time. I think that if you have such a rule that you should block bets above the max or draw the player's attention to this because then I would never have accepted a bonus. When I won 3560 euros there was no active bonus at that time. In any case, I want my money back that I transferred to them, but they ignore this. I will mail you all kinds of videos and screenshots as attachments.

I also want to indicate that my bet was 0.20 cents only I bought a bonus for 45 but my stake bet was 0.20 cent

There is no indication anywhere that I am not allowed to buy a bonus. as I indicate, the bet was 0.20 euro cents, but I bought a bonus of 45 euros. the winnings were also × 0.20 cents during the bonus game

Hi Sener85,

Thank you for your reply.

To help us better assess your situation and move forward, could you please provide the following:

Game History:

Instead of videos and screenshots, could you please forward a comprehensive file of your game history? This will allow us to review your activity in detail.

Bonus History:

Please also provide a screenshot or any other document showing the details of your bonus history.

Without it, we may not be able to move forward.

Thank you in advance for your reply.

dear Petronela,

Normally there is an option where you can view game history and bonus history. Unfortunately this option does not work. I have contacted the casino about this and they do not indicate why I cannot find the history. I asked them if they could email it to me and got the answer "your request has been sent to the relevant department, you will receive a response within 30 days"

Hi Sener85,

Thank you for your response and for reaching out to the casino about the issue with accessing your game history. I understand that the option isn’t working and that they have escalated the request to the relevant department.

Regarding the bonus history, could you please try to obtain that information from the casino as well? Even if the game history is unavailable for now, having the bonus history would be very helpful for us to proceed with the case.

Looking forward to hearing from you.

Hi,

I did that already.

Hi Sener85,

Thank you for your reply. I’ve received four emails from you, along with several screenshots, but none of them contained your bonus history. Could you kindly forward that to me? I want to ensure we have all the necessary information to confirm which, if any, bonus was active at the time.

Looking forward to your reply.

Hi, I sent you an email with screenshots

Dear,

I have sent you also an email with a screenshots in which I request the casino to send me an overview of my bonus history.

Hello,

I noticed that the bonus conditions have been adjusted. They have now added this piece of text and that coincidentally after I submitted my complaint.

" 2.9. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80."

I have also experienced other problems besides this one. If you accept a bonus at this casino, you are not allowed to play certain video slots, the terms and conditions state. After playing "Gonzo's Quest Megaways" I noticed that wagering status remained the same so any bet while playing the above game did not deduct from the wagering. casino claims that this game cannot be played if you accept a bonus and they have referred me to the bonus conditions. After reading 10 times, strangely enough, I haven't come across the video slot I was playing anywhere. I have contacted 5 different people about this and they all claimed that I was not allowed to play the video slot. and every time after I asked them if they could show me where it was indicated, I received the answer that the problem was sent to the relevant department. I have also taken screenshots of all of these, if they are of any use to you, I can email them to you. I still haven't received any feedback about this. I should actually get my money back because every bet should be deducted from the wagering.

I advise everyone absolutely not to play at this casino.

Can you please contact the casino because they are fooling me all the time. and I want my money back ASAP. especially now after I noticed that they changed the bonus conditions after I filed a complaint about exactly that. I also do not trust the information they provide because, for example, they refer me to the conditions and then I have to make it clear to them that what they indicate is correct. This is making me sick

I would really appreciate it if you contacted the casino because I notice the longer we wait to take a step that they benefit from this by, for example, adjusting the conditions.

Thank you very much, Sener85, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Sener85,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Dbosses Casino to join the conversation and participate in the resolution of this complaint.

Dear Dbosses Casino,

In order to assess this situation effectively, we need further information about the player's supposed breach of the bonus rules. Can I ask you to please provide the player's full history so we can see which bonuses have been used as well as the relevant bet sizes? It can be sent to my email, adam.m@casino.guru

Kind regards,

Adam

Hello,

I have also submitted my complaint to the Kahnawake Gaming Commission. they have contacted the license holder for investigation and they must respond within 7 days. I think it's wise to wait and see what comes out of it.

Good day Sener85 and Adam,

Just to let you know that we received your complaint. We are currently looking into the details of what happened and will provide you with a response shortly. Thank you for your patience! 🙂

The Dbosses Team

Hello Dbosses Team,

Thank you for your response. We will await further information.

Kind regards,

Adam

Good day Sener85 and Adam,

Thank you for your patience while we reviewed this matter.

After looking into the details of your complaint, we’d like to provide some clarification.

Your €80 deposit on 26th December triggered the activation of the bonus offer, which was manually claimed, resulting in a balance of €88. Following this, a few €45 bets were placed. Unfortunately, this exceeded the maximum allowed bet size of €5 when using bonus funds, as stated in our Bonus Terms and Conditions. As a result, the winnings from those bets were voided.

That said, we truly appreciate you as a loyal player, and as a gesture of goodwill, we would like to offer you compensation. We will credit your account with the maximum allowable payout, which is 10 times the initial bonus amount (€88)—bringing the total to €880. Your balance will be updated shortly.

If you have any further questions, please don’t hesitate to reach out. We value your continued trust and hope you enjoy your experience with us.

The Dbosses Team

Thank you for your response.

The video slot I was playing is called "Beheaded". With a bet of 0.20 euro cents it is possible to buy a bonus game for 45 euros. And I did that. And not just a few times, but with all deposits I played the same way. The winnings during the free spins are × 0.20 cents and not × 45. After I indicated this, you also adjusted the bonus conditions.

Last week I won another amount. but while playing a few video slots, the bets did not go away from the wagering. you indicated that I played the video slots, which is not allowed if there is an active bonus. After looking carefully with your chat employee in your bonus conditions several times, we noticed that it is not stated anywhere that the video slots I was playing are not allowed. So I should get those bets back too. I also have screenshots of the chat conversations about this. I was supposed to receive feedback about this, but so far I have had nothing.

You removed 3560 euros.

I agree that there should be compensation, but not of 880 euros. You also know better than anyone that I have transferred a lot of money to you. And so far I haven't done 1 whitdraw till today at this casino.

800 euros have been credited to my account instead of 880 euros. I can't withdraw the money because it is a bonus money. So I first have to bet 800 euros before the money is free to withdraw. I actually don't understand your good intentions, to be honest.

You indicate that you consider me a loyal player. I then expect you to refund the canceled amount to my account please. Apart from these cases, it is a nice casino with a wide range of fun games. I would also like to continue playing at Dbosses after i receive my cacelled money.

Thank you all for your responses.

Dear Dbosses Casino,

We accept that the bonus max bet rule is an industry standard. However, we think that this rule should be enforced at the software level, i.e. the casino's software or website shouldn't let players place higher bets than the limit. Also, if bonus features should not be used, they should be turned off, or access to those games should be blocked completely. This effectively removes all chances of player complaints related to the max bet rule, as players simply can't break it.

Can I ask if the purchase of bonus features were the only bets that breached the max bet rule? Once more, it would be helpful if you could provide the relevant history for us to review.

Kind regards,

Adam

I would like to announce that the casino has changed the 800 euro bonus money to real money. I was able to make a withdrawal request and hope it will be processed. So I may have 800 euros back. I hope that the casino will also transfer the remaining amount of 2760 euros to me as soon as possible.

Dear Sener85,

Thank you for you patience. I wanted to inform you that we´´ re looking into your additional comments and will revert shortly.

Have a good day!

The DBosses Team

Thank you all for the updates.

The timer has been extended while the casino investigates further.

Kind regards,

Adam

Hello,

I would like to indicate that I have received €880 back.

So I should still get €2680 back.

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.

Hi everyone,

We’d like to take a moment to clarify the situation regarding bonus round purchases and the enforcement of max bet rules.

1️⃣ Understanding Bonus Round Purchases

Bonus features are allowed, but if a bonus round is purchased, the entire cost of that purchase is considered a single bet. For example, if the standard bet per line is €0.20, but a bonus round purchase costs €45, then the full €45 is counted as a singular bet, not multiple smaller bets of €0.20.

Previously, this wasn’t flagged because there hadn’t been a win and withdrawal request in a similar situation before. However, the Bonus Terms & Conditions (specifically section 1.11, attached for reference) have remained unchanged for the last six months, since the new management took over.

2️⃣ Software Enforcement of the Rule

At this moment, the max bet rule is not enforced at the software level, but we may explore this as a future improvement to ensure transparency and avoid confusion.

3️⃣ Findings from Our Investigation

After thoroughly reviewing all bets:

All bets exceeding the max bet were made using bonus round purchases.

There were other bets that used bonus rounds but did not exceed the max bet.

Given our T&Cs, the voiding of winnings was legitimate in this case.

That said, we understand this may be disappointing, and because we truly appreciate you, Sener85, as a loyal player, we have compensated you with the max payout of €800. (You had already received your initial deposit of €80, bringing the total to €880.)

We have attached all relevant screenshots for your reference. If you have any questions regarding these, please don’t hesitate to reach out.

Thank you for your understanding, and we truly appreciate your continued support!

The DBosses Team

Thank you for your response.

Unfortunately, I have to say that I disagree with you. I'll explain why.

You indicate that a bonus buy of 45 euros is considered a betsize of 45 euros. But that was not indicated anywhere at the time. You also indicate that this was previously not flagged because there has been no similar win/withdrawal request up to that time. By the word "flagged" I assume you mean that it was not clearly stated in your bonus conditions. If you had clearly stated this, I would not have had to file this complaint.

After I have submitted my complaint, you feel compelled to add the following bonus condition to the bonus conditions:

"2.9. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80."

I find it really strange that you are not referring me to this condition at the moment. The fact that I did not place any bets above 5 euros is correct because it is clearly indicated that this is not allowed. But it was not stated anywhere that a bonus buy of 45 euros with a bet of 0.20 euro cents considered a bet size of 45 euros. You did this after I filed my complaint.

I still believe that you are responsible for blocking unauthorized bets. If I have an active bonus and want to play live casino, I receive a text that I have an active bonus and therefore am not allowed to play live casino. You could also have done something like this with the video slots. Anyway I look at facts and it is a fact that in that time it was not stated anywhere that a purchased bonus of 45 euros with a bet of 0.20 euro cents counts as a betsize of 45 euros.

Once more, I want to get my remaining winnings back.

Hello all, many thanks for your responses.

Dear Dbosses Casino,

You mentioned that the player has been reimbursed the maximum payout of 880 in total. Do I understand that this is due to a maximum win limit of 10 x the initial bonus amount?

Can you please clarify if this limit is applied at the point the bonus wagering is completed, or only at the point a withdrawal is requested?

Kind regards,

Adam

Good morning to you both,

That’s correct. Despite the fact that the maximum bet was exceeded and the winnings were therefore voided, we have decided to still grant him a payout by applying the maximum withdrawal limit. This rule is stated in our bonus terms, article 2.4.5:

¨"From time to time, you might receive special email promotions that are not listed among the promotions visible on the casino webpage. These may include reload bonuses, which could be percentage based, free spins, or both. Unless explicitly specified in the email itself, the maximum winnings that can be paid out from such promotion is 10 times the initial bonus amount, the amount resulting from free spins, or both, in accordance with the offer type."

We only apply this rule at the point a withdrawal request is made, allowing the player to continue playing their game until then.

We hope this clarifies things, but we remain at your disposal.

Kind regards,

The DBosses team

Dear Adam,

For the 80 euro bonus that I received, I first had to transfer 80 euros myself and wager between 6000/7000 euros before the money became real money. If I can only pay out a maximum of 880 euros, what is the point of the wagering of 6000/7000 euros? This can't be logical, can it? When I won the big amount, the wagering had already been wagered. So it was real money and not bonus money.

Dear Sener85,

Apologies for my delayed response.

Do I understand correctly that after you completed the wagering requirement, all of the money was displayed to you as real money on your account?

I have also asked the casino to clarify how the bonus rules are implemented.

Kind regards,

Adam

Dear Adam,

That's right.

Dear Adam,

I am very grateful to you anyway. Without support from Casino Guru I would have gotten nothing back at all.

I would like to say that I believe that the terms and conditions of the above-mentioned casino make no sense. Because I think that a casino should make it easier for its players by providing clear information and not coming up with surprises afterwards.

I have previously transferred a lot of money to them and also won. And I can't imagine they didn't notice this. But instead of warning me about their conditions, they have let me transfer money all this time. So I've been fooled.

And their terms make no sense. I get an 80 euro bonus, I first have to bet 6000/7000 euros and in the end you can pay out a maximum of 880 euros. For example, you have won 5,000 euros after you have completed the wagering, the money remains visible in your account as real money, but it is actually monopoly money. You only find out that it is all wrong after you request a payout.

I have a strong feeling that this kind of practice is a scam. If it was all clear and logical I could have understood and accepted it. Because this is not the case, I am going after my money.

Kind regards,

Baris ******

Dear Sener85,

I apologize for my delayed response. I have been reviewing this case in its entirety, and we have also discussed the case here internally. 

In an ideal scenario, casinos should enforce their bonus maximum bet rules at the software level and therefore prevent players from placing higher bets than allowed. Also, if bonus features should not be used, they should be turned off, or access to those games should be blocked completely. This effectively removes all chances of player complaints related to the max bet rule, as players simply can't break it. 

If enforcing max bet limits is not possible because the casino runs on third-party software that doesn't support this (or for any other reason), the casino should carefully judge each case individually. Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake.  It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes.

We are of the opinion that, in this particular case, the casino has acted in accordance with its terms and conditions. The rule is clearly explained in the bonus terms, as you have stated earlier, and there is no proof to suggest it has been added after your complaint has been registered. The majority of the bets you made while wagering the bonus were in breach of this rule. 

I understand that you have then been able to continue to gamble after the bonus, that the balance was displayed to you as real money, and that no limits are applied until a withdrawal is requested. 

We have explained to the casino that the way this bonus works is not user friendly, and against our policies on fair gambling. Converting the balance from bonus to real money and not applying the max cashout rule immediately will only cause problems, because most players will assume that they are then playing with real funds. This means a player can still gamble and lose, but has no opportunity to win further. 

However, in this particular situation, the casino has still returned the maximum award for this bonus to you, and we consider this to be an appropriate conclusion considering the breach of the maximum bet rules. 

Consequently, we are unable to assist any further and will now close the complaint. 

Kind regards, 

Adam