Hello.

I played with the third welcome bonus on this site, but my remaining balance was confiscated.

The site did not tell me any specific issues, and even though I had already confirmed the wagering requirements and my account, they presented me with the terms of use and I was unable to discuss anything.

I don't know what to do so I would appreciate some help from the administrator here.

Dear sugisa408,

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 if the casino confiscated your entire balance or just reduced your winnings?
• How much money do you currently have in your casino account?
• Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it 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,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.

I have sent you the details and the contents by email. Please check it.

Thank you very much, sugisa408, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Hello sugisa408,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

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

Dear Dbosses Casino,

Can you please elaborate on how the player should have engaged in a manipulative game strategy to take advantage of the bonus the player is accused of? If the information can't be shared publicly, please forward it to me, including any supporting evidence, at [email protected]

Dear sugisa408 and Michal,

Thank you for your message and for engaging in this conversation openly.

We understand that the closure of an account can raise questions, and we believe it’s important to handle these situations with transparency and respect. In this case, the decision was made based on internally identified indicators of behaviour that violates our terms of use.

The detailed assessment behind this is still under internal review. Once that process is complete and we’re in a position to share more—while respecting both the player’s privacy and the integrity of our platform—we will certainly do so.

We appreciate the moderator’s role in this matter and are happy to provide further clarification through the appropriate (preferably private) channels.

Have a nice rest of your day! Best, Emmy

Dear Emmy / Dbosses team,

Thank you for your response. I recognize that gathering the necessary information and supporting evidence may require some time. I will await your message along with the documentation.

Please forward it to me at [email protected].

Dear Michal,

I provided you with the information you requested. Please let me know if and how I can be of further assistance.

Have great day!

Best, Emmy

Dear Emmy / Dbosses team,

I have provided my thoughts on the situation and am awaiting your feedback.

Dear sugisa408,

I would appreciate it if you could let me know whether any of your family members or friends have an account at Dbosses Casino. If they do, do you all enjoy playing the same games? Furthermore, could you share which games you typically play and the reasons behind your choices?

Dear sugisa408,

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.

Dear michal

None of my family or friends have an account at Dbosses Casino.

I usually play a lot of games, but the game I played this time was fun to play.

thank you.

Dear sugisa408,

Thank you for your response. I have received additional information from the casino. While I understand their perspective that your gameplay shows signs of their definition of bonus abuse, as mentioned in their terms and conditions rules, and as was communicated to you via email.

We, however, need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behaviour is quite reasonable, as even avid gamblers tend to become more cautious after winning, fearing potential losses.

It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay. As we mentioned in Our Position on Banning Betting Patterns | Casino Guru

I have communicated our perspective on the matter and outlined the equitable resolution we anticipate from a respected and well-regarded casino. I am now awaiting their final decision.

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 Sugisa408 and Michal,

I hope you are all well.

We have carefully reviewed the matter and discussed it with the relevant departments. Based on our findings, we conclude that the team has acted appropriately and in line with our established guidelines.

We believe that returning the player’s initial deposit constitutes a fair and reasonable resolution to this case.

In an effort to reach a more personal conclusion, we have reached out directly to the player. While we have not yet received a response, the option to continue the conversation remains open at any time.

Best, Emmy

DBosses Casino

Dear Emmy / Dbosses team,

Thank you for your response.

Dear sugisa408,

I have been informed that the casino team reached out to you in hopes of finding a suitable consensus acceptable for both parties, but you have not answered them yet. While the rule that has been applied here is, in our point of view, considered not fair, and I have provided our point of view on how we believe this case should be handled, the casino team has, strictly technically speaking, acted in accordance with their rules, to which you agreed when registering your account. Our main aim is to find a resolution for any complaint if possible, so I have to appreciate the casino team's effort in finding a reasonable consensus.

We look forward to hearing your insights on how you would like to proceed.

Dear sugisa408,

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.

Dear Michal,

We received a message from the dbosses team.

I have only just responded and the discussion has not started yet, but I will wait for their response.

Dear sugisa408,

Thank you for your update. I would appreciate it if you could inform me whether you managed to reach a reasonable agreement with the casino team in the end.

Dear Michal,

A reasonable agreement was finally reached.

Thank you for your cooperation this time.

Dear sugisa408,

Thank you for sharing the positive update. May I go ahead and mark this case as resolved? Furthermore, could you please let me know the amount you were able to agree upon?

Dear sugisa408,

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.

Sorry for the late reply.

I was offered 50% of the forfeited winnings (€900) as a final settlement, which I agreed to.

It hasn't been paid yet.

Dear sugisa408,

Thank you for your response and the clarification. I trust the agreed funds will be disbursed to you shortly.

Dear Emmy / Dbosses team,

I'm glad that a reasonable consensus acceptable to all parties could be found. Please let me know once the agreed-upon funds are disbursed to the player.

Good morning to you both,

Sugisa408 has been informed that the agreed funds are available for withdrawal. Either one of us will inform you once he has.

have a great day,

Best Emmy

Dear Emmy / Dbosses team,

Thank you for your response.

Dear sugisa408,

Please let me know once you have received the funds, so that I may proceed with marking this case as resolved.

Dear sugisa408,

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.

Dear sugisa408,

Can you please confirm you received the funds?

Dear sugisa408,

Although the matter seems to have been resolved and we have received confirmation from the casino team that you have already successfully received the agreed-upon funds, we have yet to receive confirmation from your side regarding whether the issue has been resolved or if you require further assistance. Given your lack of responsiveness, we regrettably have no choice but to proceed with closing this complaint.

We sincerely appreciate the cooperation of the casino team throughout this process.

Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to contact us—we’ll try our best to help.

Best regards,

Michal

Casino Guru