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SYNTHESIS

Dublinbet confiscated €3,065.09 from me, claiming I violated the €5 maximum bet rule associated with a €342 bonus. However, the casino's own transaction records clearly show that the bets in question were made with Real Money, not bonus funds. The bonus was present in my account but had not yet been used at the time of the disputed bets. I didn't even know I was playing with bonus money—I never touched it. The interface displayed Real Money, and my transaction history also shows Real Money.

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DEVELOPMENT OF FACTS

1. On 08/01/2026 at 14:14:41 I received a bonus transfer of €140 into my account.

2. At 2:16:01 PM and 2:16:50 PM, I placed €50 bets on Lightning Roulette. These are explicitly labeled "Real Money" in the casino's transaction log.

3. On 09/01/2026, Agent Lucas notified me entirely in French—even though my account is registered in Italian/English—that €3,065.09 had been removed from my balance for an alleged violation of the maximum bet rule during a bonus period.

4. On 13/01/2026, I contested the decision, explaining that the bets had been placed with my real money and that I was not aware of any restrictions applicable at that time.

5. Dublinbet responded on 13/01 and again on 16/01/2026, claiming that the bonus rules apply to all play whenever bonus funds are present in the account, regardless of what type of funds are actually wagered.

6. The casino attached a screenshot as evidence of the breach. However, that same screenshot—their transaction log—shows that the disputed bets are clearly labeled "Real Money," not "Bonus Money." Only the last bet in the sequence (14:17:35) is labeled as Bonus Money, which won €210, resulting in a balance of €342.79.

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MAIN PROBLEMS

- Casino transaction data labels disputed €50 bets as "Real Money" — directly contradicting the rationale for the seizure.

- The casino system clearly distinguishes between Real Money and Bonus Money for each individual transaction, yet they apply bonus restrictions to transactions that their own records classify as real money.

- I wasn't aware that I was subject to a €5 maximum bet restriction because the interface displayed Real Money. If the system displays Real Money and the history records Real Money, it's perfectly reasonable for a player to assume they're betting with their own funds.

- The initial seizure notice was entirely in French, making it impossible for me to understand it or react in time.

- €3,065.09 confiscated from a €342 bonus (of which only €140 was an initial transfer) is absolutely disproportionate.

- The casino cannot have both versions: labeling bets as Real Money in its records and at the same time applying bonus restrictions to those same bets.

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RESOLUTION REQUESTED

Full refund of the €3,065.09 removed from my balance, considering that the bets in question were confirmed as Real Money transactions by the casino system itself.

I am available to provide any additional documentation or information needed to support this case.

Best regards,

[Edited]

SINTESI

Dublinbet mi ha confiscato €3.065,09 sostenendo che avrei violato la regola della puntata massima di €5 collegata a un bonus da €342. Tuttavia, i registri delle transazioni del casinò stesso mostrano chiaramente che le puntate in questione sono state effettuate con Denaro Reale, non con fondi bonus. Il bonus era presente nel mio conto ma non era stato ancora utilizzato al momento delle puntate contestate. Non sapevo nemmeno di stare giocando con denaro bonus — non l’ho mai toccato. L’interfaccia mostrava Denaro Reale e anche la cronologia delle transazioni riporta Denaro Reale.

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SVILUPPO DEI FATTI

1. L’08/01/2026 alle 14:14:41 ho ricevuto un trasferimento bonus di €140 sul mio conto.

2. Alle 14:16:01 e alle 14:16:50 ho effettuato puntate da €50 su Lightning Roulette. Queste sono esplicitamente etichettate come "Denaro Reale" nel registro delle transazioni del casinò.

3. Il 09/01/2026 l’agente Lucas mi ha notificato interamente in francese — nonostante il mio account sia registrato in italiano/inglese — che €3.065,09 erano stati rimossi dal mio saldo per presunta violazione della regola della puntata massima durante un periodo bonus.

4. Il 13/01/2026 ho contestato la decisione, spiegando che le puntate erano state effettuate con il mio denaro reale e che non ero a conoscenza di alcuna restrizione applicabile in quel momento.

5. Dublinbet ha risposto il 13/01 e di nuovo il 16/01/2026, sostenendo che le regole del bonus si applicano a tutto il gioco ogni volta che i fondi bonus sono presenti nel conto, indipendentemente da quale tipo di fondi venga effettivamente puntato.

6. Il casinò ha allegato uno screenshot come prova della violazione. Tuttavia, quello stesso screenshot — il loro registro delle transazioni — mostra che le puntate contestate sono chiaramente etichettate come "Denaro Reale", non "Denaro Bonus". Solo l’ultima puntata della sequenza (14:17:35) è etichettata come Denaro Bonus, che ha vinto €210 producendo il saldo di €342,79.

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PROBLEMI PRINCIPALI

- I dati delle transazioni del casinò etichettano le puntate contestate da €50 come "Denaro Reale" — contraddicendo direttamente la motivazione della confisca.

- Il sistema del casinò distingue chiaramente tra Denaro Reale e Denaro Bonus per ogni singola transazione, eppure applicano restrizioni bonus a transazioni che i loro stessi archivi classificano come denaro reale.

- Non sapevo di essere soggetto a una restrizione di puntata massima di €5 poiché l’interfaccia mostrava Denaro Reale. Se il sistema mostra Denaro Reale e la cronologia registra Denaro Reale, è del tutto ragionevole per un giocatore ritenere di stare puntando con fondi propri.

- La notifica iniziale di confisca era interamente in francese, rendendo impossibile per me comprenderla o reagire in tempo.

- €3.065,09 confiscati a fronte di un bonus da €342 (di cui solo €140 di trasferimento iniziale) è assolutamente sproporzionato.

- Il casinò non può avere entrambe le versioni: etichettare le puntate come Denaro Reale nei propri archivi e allo stesso tempo applicare restrizioni bonus a quelle stesse puntate.

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RISOLUZIONE RICHIESTA

Reintegro completo dei €3.065,09 rimossi dal mio saldo, considerato che le puntate in questione sono confermate come transazioni in Denaro Reale dal sistema del casinò stesso.

Sono disponibile a fornire qualsiasi documentazione o informazione aggiuntiva necessaria per supportare questo caso.

Cordiali saluti,

[Redacted]

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Stay safe.

Hello,

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.

• May I confirm that you were not aware of having an active bonus in your account?
• Could you please attach a screenshot of your bonus history?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your message.

To answer your questions: no, I wasn't aware I had an active bonus in my account while I was playing. I didn't see the bonus during the game session—I only noticed it afterwards, and I believe I redeemed it later.

While playing, the interface only displayed Real Money, so I had no reason to believe I was subject to any bonus restrictions.

I have attached the requested screenshots as proof.

I remain available for any further information.

Best regards,

[Removed]

Gentile Attila,

Grazie per il suo messaggio.

Per rispondere alle sue domande: no, non ero a conoscenza di avere un bonus attivo sul mio conto mentre stavo giocando. Non ho visto il bonus durante la sessione di gioco — l’ho notato solo dopo, e credo di averlo riscattato in seguito.

Durante il gioco, l’interfaccia mostrava esclusivamente Denaro Reale, quindi non avevo alcun motivo di ritenere di essere soggetto a restrizioni legate a un bonus.

Ho allegato gli screenshot richiesti come prova.

Resto a disposizione per qualsiasi ulteriore informazione.

Cordiali saluti,

[Removed]

Dear Player, thank you for your response. In order for us to properly assess the issue, could you please attach a screenshot of your bonus history directly from your casino account? Additionally, could you please advise on the timeline of the events? Specifically, when was the bonus activated and when did the gameplay in question take place?

I look forward to your reply.

Dear DonCorreale,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Oh this I don't know but you can see it in the game play.

Thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshot? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

You can send the document to my email at attila.g@casino.guru.

Thank you in advance for your reply.

I only got that from them could you please add it

or add them

Dear Player, have you tried requesting the game history at support@dublinbet.com? If so, with what result?

Please forward the correspondence in which you requested the game history. I would like to bring to your attention that without the appropriate documentation, we will be unable to investigate the issue further. Thank you for your understanding

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I requested it. Please extend.

Thank you for your response. Do you have any updates for us in relation to this complaint?