Hello first ?? I paid into the Casino Dbosses with a bonus offer, pay in 20 € and get 100 €, I successfully implemented it and requested the payout of 1300 €. I probably violated the bonus conditions because I played a game that was in the bonus is not accepted. I read the rules again and misunderstood them. What can I do to still get my winnings? I just find it unfair that the casino doesn't accommodate me a bit.

Hallo erstmal??Habe in das Casino Dbosses eingezahlt mit Bonus Angebot zahle 20€ ein und erhalte 100€,habe es erfolgreich umgesetzt und habe die Auszahlung von 1300€ beantragt.Habe wohl gegen die Bonus Bedingungen Versto?en weil ich ein Spiel gespielt habe was im Bonus nicht akzeptiert wird.Habe mir die Regeln nochmals durchgelesen und für mich falsch verstanden.Was kann ich machen um meinen Gewinn doch noch zu bekommen?Ich finde es einfach unfair das mir das Casino nicht ein Stückweit entgegen kommt.

Dear Dane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward - do I understand correctly that you haven't been informed by the casino that you breached the Bonus T&Cs yet and that you just assume that there might be some issue with this in the near future?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina, thank you for your help. After I applied for the payout of €1300, I received an email about 3 days later that I had violated the bonus conditions and the winnings will therefore not be paid out Play money why aren't the games you are not allowed to play in the bonus locked?. Sincerely M***

Liebe Kristina danke für Ihre Hilfe.Nachedem ich die Auszahlung von 1300€ beantragt habe bekam ich ca.nach 3Tagen eine Email das ich gegen die Bonus Bedingungen versto?en habe und der Gewinn deshalb nicht ausgezahlt wird.Ich konnte aber die ganze Zeit vorher noch mit dem Geld spielen warum sind die Spiele die man im Bonus nicht spielen darf nicht gesperrt?.Mit freundlichen Grü?en M***

Here is a screenshot of the bonus conditions at Dbosses. I circled what I mean because it says slot games 100%, all others 0%. I thought that only applies to games from book of ra. Above it says slot games 100% more slot games: Do I still have a chance of winning to get?Feel completely ripped off by the Casino Dbosses.

Hier ein Screenshot den Bonus Bedingungen bei Dbosses.Habe eingekreist was ich meine da steht slot games zu 100% alle anderen 0%.Habe gedacht das trifft nur auf die Spiele ab book of ra zu.Oben steht ja slot games zu 100% weiter Slot Games: Habe ich eine Chance meinen Gewinn trotzdem zu bekommen?Fühle mich voll auf den Arm genommen von dem Casino Dbosses.

Thank you very much for your clarification, danemijatovic. Could you please forward me all the relevant communication between you and the casino to [email protected]? Thank you in advance.

Thank you very much danemijatovic for your reply. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi danemijatovic,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dbosses Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, Thank you for your help! Kind regards M********

Hallo Peter,Dankesch?n für ihre Hilfe!Mit freundlichen Grü?en M********

We would like to ask Dbosses 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello everyone,

Please note that, while I am truly sorry to hear about the player's experience, we have a notification popup that is visible on games that have a restriction while playing with bonus money.

I have now tested such a feature and I can clearly see that the notification is working as expected on Who Wants to be a millionaire which is the restricted game in question.

I am attaching screen shots for your information from mobile and desktop.

Regards,

Richard

Hello Richard from Dbossos, it may be working for you and it is obvious, but this pop-up did not appear for me, otherwise I would not have played Who Wants to be a Millionaires. Why should I? Maybe it was a software error in the casino It wasn't shown to me or I had no idea! I definitely know that it wasn't obvious to me?? I therefore ask again for a fair solution that is satisfactory for both sides After all, they certainly don't want to lose a good customer and I would like to remain a customer!

Greetings M********

Hallo Richard von Dbossos,mag sein das es bei ihnen funktioniert und ersichtlich ist,aber bei mir ist dieser besagte Pop up nicht erschienen sonst h?tte ich Who Wants to be a Million?re nicht gespielt.Warum auch?Vielleicht war es ein Software Fehler im Casino das es mir nicht angezeigt wurde oder keine Ahnung!Ich weiss devinitiv das es bei mir nicht ersichtlich war??Ich bitte deshalb nochmals um eine faire L?sung die Zufrieden stellend für beide Seiten ist Schlie?lich m?chten sie bestimmt keinen guten Kunden verlieren und ich würde gerne Kunde bleiben!

Grü?e M********

Hello M********,

As a gesture of good will. We will soon be adding €200 to your balance, which is the maximum winnings amount as per your deposit of €20 to claim the bonus.

For next time please, make sure that you are aware of the bonus terms and conditions ??

Wish you a great weekend and see you soon on dbosses.

Regards,

Richard

Hello Richard, it's nice that you want to meet me with €200, but I deposit €20 with the bonus and play with €100, although I was only credited with €60 and could only play with €80?? Offer by I received an email with a screenshot attached. And as already mentioned, the said pop-up unfortunately came to me not shown that I am not allowed to play the game in the bonus. I don't want to be rude, but in relation to my profit (payout 1300€), the 200€ goodwill seems a bit small to me. So I ask you to think about it again!

greetings M********

Hallo Richard,sch?n das sie mir mit 200€ entgegen kommen wollen,aber ich habe mit dem Bonus zahle 20€ ein und spiele mit 100€ gespielt wobei ich da schon nur 60€ gutgeschrieben bekommen habe und nur mit 80€ spielen konnte??Angebot per Email bekommen Screenshot im Anhang.Und wie ja schon bereits erw?hnt wurde mir der besagte Pop up leider nicht angezeigt das ich das Spiel nicht spielen darf im Bonus. Ich m?chte nicht unh?flich sein, aber im Verh?ltnis zu meinem Gewinn ( Auszahlung 1300€ ) erscheinen mir die 200€ Kulanz ein bisschen wenig.Ich bitte sie deshalb nochmals darüber nachzudenken!

Gru? M********

Hello,

Please note that the €200 is the maximum cash out allowed by your deposit value as per our bonus terms and conditions, therefore, you are being credited with the maximum cash out available from your bonus.

Unfortunately there is nothing much I can do more than this.

Regards,

Richard

Hi Richard, thanks for the quick reply. Where can I read the maximum allowed withdrawal of my deposit value according to the bonus terms? And when will they credit me with the €200?

greetings M********

Hallo Richard, Dankesch?n für die schnelle Antwort. Wo kann ich die maximal zul?ssige Auszahlung meines Einzahlungswerts gem?? der Bonusbedingungen nachlesen?Und wann werden sie mir die 200€ gutschreiben?

Gru? M********

It's in our bonus terms and conditions paragraph 2.11

Regards,

Richard

Hello Richard, when will the amount of €200 be credited to my casino account? If this happened, the case would be solved and closed for me!

greetings M********

Hallo Richard,wann wird mir der Betrag von 200€ auf mein Casino Konto gutgeschrieben?Wenn dieses geschehen ist w?re der fall für mich gel?st und abgeschlossen!

Gru? M********

It should happen very soon.

€180 will be added to your account since €20 was already added to your account as a refund of your deposit earlier.

Ok I'm waiting for the money to be credited once that happens I will have the case closed successfully.

Okay ich warte darauf bis das Geld gutgeschrieben wurde sobald dies passiert ist werde ich den Fall erfolgreich schlie?en lassen.

Hello dear Casino Guru team, I would like to close my complaint as solved. I found a successful solution with the casino. Thank you for your support!

greetings M********

Hallo liebes Casino Guru Team,m?chte meine Beschwerde gerne als gel?st schlie?en lassen.Habe mit dem Casino eine erfolgreiche L?sung gefunden.Dankesch?n für Ihre Unterstützung!

Gru? M********

Hi all,

Thank you for your replies.

Hi danemijatovic,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter