Dbosses Casino - Казино обвиняет игрока в манипулятивной игровой стратегии и конфискует выигрыш.

In October 2023, I deposited €100 and claimed a deposit match bonus. I completed the wagering and requested a withdrawal of my €3900 winnings.

Today (13/11/2023) I received the following email from them. I completely deny the accusations which are very vague anyway.

========================================================

Hello, 

We are writing to inform you that after an internal investigation, management has decided to close your account. As per our bonus term and condition: 

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires 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, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance and refunded your deposit using the same method. 

Kind regards, 

Payments Cashier

========================================================

Hello dsp99RF,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Dbosses Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Did they specify which exact term did you breach?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you very much for trying to help me.

To answer your questions:

KYC documents were fully verified on 23 October 2023 - I have not been asked for any further verification since.

I would like to forward my betting history to you, but unfortunately dBosses have locked my account.

The last time dBosses spoke to me was in the aforementioned email (13/11/2023). My last contact with them was when I sent the aforesaid KYC documents.

dBosses have not stated the specific term - what you read in their email of 13/11 is all we have to go on at the moment.

Please let me know if you have any further queries.

Regards,

Daniel

Thank you dsp99RF for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you dsp99RF for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Dbosses Casino for their help in resolving this complaint. I would like to ask if you could provide me with evidence of the manipulative game strategies to my email. (peter.c@casino.guru)

Thank you!

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.

Hello Peter,

Unfortunately this is yet another collusion strategy player on our casino.

I will reply to you on the email provided.

Regards,

Richard

Thank you for the update Dbosses Casino Team. I will set a timer for another 7 days but if your investigation will take longer it can be stretched. Thank you for your cooperation and please keep us updated about any further developments.

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 dsp99RF, I was in contact with casino affiliates and was told that they require more time for investigation due to the holiday season. I will keep you updated about any further developments.

Dear dsp99RF, the casino has requested some extra time due to the holiday season but as we still have not received an update even after trying to contact an affiliate I am forced to close this complaint as "unresolved" and recommend you try and contact their Gaming Authority. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Dbosses Casino. We have received evidence of collusion which leads us to believe the steps the casino has taken are justified.

dsp99RF, 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.