Please tell us what happened that you have this opinion. It must be bad if you write this about them.

Is there anything we could help you with, perhaps?

I submitted a complaint last week which goes into detail about how they've gone against their word and confiscated my winnings and are also withholding weekly cashback... but this has been just the latest in a series of awful customer service. I've had multiple encounters now where the casino refuses to take any accountability for site errors or inconsistencies (even when you present screenshots as evidence) and they'll make up information that is clearly a lie because it's totally contradictory to previous correspondence or events that have actually transpired. I find it so insulting that they think we're dumb enough to just accept whatever they say. And then when you push back on their bogus position they'll abandon the chat immediately saying the conversation is going in circles (this line has been delivered to me multiple times followed by an abrupt ending of the conversation and if you try to initiate a new chat you have to deal with a completely new, equally unhelpful support staff where you have to explain the issue from the beginning all over again). Another thing that's frustrating is the casino has a crypto token ($DICE) where you earn 15% cashback on your losses but to get help with anything related to cashback you have to speak with a completely independent team who are only on telegram, but the telegram group you're sent to isn't really set up to handle support issues and the two teams refuse to talk to eachother. And it means both groups can deny responsibility a problem and the player is left in limbo without their issue resolved. I once had an issue customer support were dealing with via email which was so unprofessional and insulting that I emailed the casino management because I thought that if they knew how their casino was being represented they'd be horrified but I never heard a reply from them. The casino just simply doesn't care about their customers. I've been dumb enough to continue playing there periodically because they cashback is good (when you receive it) and they've got a good game selection and fast cash outs and I've had some decent wins, but there are other crypto casinos that meet the same criteria but have support who actually treat their customers with a base level of respect and appreciation. So I'll spend my money at those other casinos instead.

Our team has already started to work on your complaint, so soon we'll learn more, for sure.

It is nice of you to write all about your experience there so everyone can read about their manners and how the casino works.

Have you been playing there for a long time?

I joined about two years ago but it didn't become one of my regular until about a year ago.

Understand. Let's see now what we can do for you.

It is very important to stick to the rules and not to exceed the maximum bet, for sure. I read in your complaint that unfortunately you have done that more than once. Right?

Of the hundreds (or more likely thousand) spins I made, there were three bets early on in my play where I exceeded the maximum without knowing. And from my recollection these three spins only resulted in modest wins (though I am verify this because their websites  bet record is malfunctioning for me). All other bets were within the maximum and my big wins were all on bets within the maximum. With that being said  I understand I should have known the terms before  playing but like I said in my complaint the casinos I usually play at have their games programmed to reject bets beyond the maximum and I naively assumed it would be the same here. I also understand that per their terms the three bets are enough grounds for them  to confiscate the winnings and if there were no more to the story I wouldn't have filed a complaint. 

But there IS more to the story. Two things: 

1.) upon exiting the game where I made those three bets I received a notification that explicitly alerted me I had made some bets that exceeded the maximum and told me to lower my bet in subsequent wagering in order to maintain my funds. I interpreted this notification as the same sort of safeguard as the other casinos I've played at that reject a bet beyond the maximum.. if it's not a safe guard to help players then why have the notification  at all? Even if I don't receive my winnings I feel the casino needs to be held accountable for giving contradictory information. It's irresponsible business practice and disrespectful to their players who give them thousands of dollars yearly and keep their business afloat. When I received that notification my balance was about $1,000 CAD worth of dice and that was won on bets within the maximum  except for three. After I received the notification I complied and the additional $3,000 CAD worth of winnings i received was made 100% on bets within the maximum.  I know these details Don't remove their ability to confiscate my funds per their terms, but when considered along with the notification I received, it is clear their confiscation of the funds is because they simply do not want to pay me and not because the winnings were won  through intentional non-compliant play and that I deserve to be  disciplined. They weren't and I do not. 

2.) With them confiscating my winnings, I had a loss that week. There's no way this can be disputed.  For them to not give me cashback goes against the terms of their program and withholding this on top of confiscating my winnings after making it seem like I'd be able to keep them is doubling down on the disrespect. If they want to exclude the  bonus funds because three bets exceeded the maximum then so be it, but I still have the game play and wagering with deposited funds  I had made which are a loss that they have no reason to deny me cashback for. 

Hello there.

I understand what you have just written, and I believe I also understand your perspective.

The maximum bet is not automatically enforced; instead, the warning sign gave you the impression that it serves as a responsible gambling notice. Another matter is the cashback, but still, I get it.

In my opinion, these issues are more related to varying user experiences and interpretations rather than unfair rules or practices, but as I say, I understand your perspective. The question of cashback is perhaps even more complicated. Imagine a scenario where a player breaches bonus rules, and you decide to void their winnings and close their account due to this violation; would you then provide the player with cashback? I'm trying to demonstrate that it looks like a very inconvenient circumstance, and the complaint will tell us more about what the fair outcome would be.

Would be nice to have fixed standards and software enforcements or warnings the same for every casino; I'm convinced that players won't be confused that much.

I honestly hope my colleagues will be able to help, because in my opinion you did not do anything completely wrong with any kind of bad intentions; to me it feels like a line of uncertain situations.