Hello CasinoGuru and Dbosses Team,

I made an account at this casino, saw that I received an email offering me a welcome bonus and after that I made a deposit to receive it ( 200 ish euro was the deposit ).

I looked at the rules and bonus terms and followed it. I proceded to play and won 6681 euro. Finished my wagering requierments happy that I won such a big amount.

Went to search online how can I do the verification and saw that I had to send some documents on an email, so I have done that.

After 1 day since I sent my documents, I received an email from them saying that "  that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino " . I dont know if its that I won a big amount of money, maybe they made a mistake or other reasons for closing my account.

I dont see the point, they first send me an email saying I ll receive a bonus on my deposit and after that they closed my account because I USED the bonus THEY gave me.

I really hope we can resolve this and receive my money that I won.

Thank you.

Dear niljrkriss199,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dbosses Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if this was the first and only bonus you received from the casino?

To your knowledge, have you exceeded the maximum bet when playing with the bonus, please?

Which games have you played in order to accumulate your winnings?

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,

Tomas

Hello CasinoGuru and Dbosses Team,

After 12 minutes from the first email, they sent another mail giving me the second welcome bonus. But I only took the first one since I was lucky enough to win from it.

No, I didnt exceeded the maximum bet when playing with the bonus. The whole time I was playing with 5 euros per spin ( according to their terms and conditions 5 euros is the maximum bet allowed ) and I was playing Wanted Dead or A Wild ( not an excluded slot).

Thank you!

Was the bonus active on your account automatically? Was the second welcome bonus recorded in your bonus history on your casino account, to your knowledge?

Could you please forward both promotional welcome offers you received to my email at [email protected] ? Please don't send the emails as screenshots, but forward the emails to my email address instead.

Thanks for your understanding.

Hello CasinoGuru and Dbosses Team,

It was not automatically activated the second bonus on my account, it was a deposit bonus and since I didnt make a deposit, I didnt receive the second bonus.

I forwarded the emails on your address.

Thank you!

I apologize for the late reply, my health issues prevented me from replying sooner.

Thank you very much, niljrkriss199, for providing the necessary information. 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 niljrkriss199,

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.

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? If the information can't be shared publicly, please forward it to me at [email protected]

Hello,

Please allow us some time to evaluate the case.

From preliminary checks it seems that the player was part of a strategy from 2 players from Norway on 2 of the casinos across our licence using a strategy to take advantage of the welcome bonus. Both players have played the same volatile games and both players have played the maximum possible bets with bonus money while switching to an easy wagering game to speed the process.

According to our terms and conditions such behaviour is not accepted and goes against the same terms.

Dear Dbosses Casino,

Please forward any supporting evidence of your statement to me at [email protected]

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 Dbosses Team,

I would like to address the recent allegations regarding my gaming habits. It is surprising to be accused of wagering the maximum bet on a high-volatility game. This approach not only facilitates wagering but also offers the potential for greater returns compared to low-volatility games.

Furthermore, it appears there has been a misunderstanding. I did not transition from a high-volatility game to a low-volatility one; I engaged in a singular game.

In summary, the accusations levied against me seem to be unsupported claims. Retaining my rightfully won money without proper justification is concerning. Had there been any misconduct on my part, I would expect a swift presentation of evidence to clarify the matter.

Sincerely,niljrkriss199.

Dear Michal,

Please note that the withdrawals have been confiscated for the reason of direct collusion which goes against our casino terms and conditions.

The player together with another player from the same country and on the same day have participated in what we consider a collusion strategy to gain advantage from the bonus and the casino it's self.

Attaching here screenshots of the bet history of both accused players.

The decision is final since this behaviour goes directly against our casino terms and conditions as reviewed and approved by our regulator.

Regards,

Steve

Dear Dbosses Casino,

Please forward any supporting evidence like the involved accounts' full game log and other related evidence to me at [email protected]

Dear Dbosses Team,

I would like to address the concerns raised. Firstly, the allegation of switching from high to low volatility is unsubstantiated. Furthermore, while there may have been another player from the same nation, it is essential to note that Norway is a considerably large country. Using this as a basis for an argument seems unfounded.

Lastly, I would appreciate clarity on how one could potentially gain an advantage from playing a slot.

Sincerely,

niljrkriss199.

Sure Michal,

I will forward both bet history of the involved players.

Regards

Thank you for your explanation and provided evidence, Dbosses Team.

Dear niljrkriss199,

I have received all the necessary information from the casino representative that the involved accounts were created closely together one after another collectively claimed the same bonus engaged in identical gameplay patterns, and played the same games suggesting a coordinated effort to exploit the bonus offer. We consider the casino's actions to be in compliance with its terms and conditions, and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal

Casino Guru