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Deposited 100€ with bonus dachbetwel125... made 12000€ with it and then it was reset to 1125 (was also ok for me since this is the bonus condition yes with the max profit)... after that I made another 5000 out of the 1125 and I wanted to cash out €4000! Verification took almost 5 days and it said I can withdraw now! And then I look at the account and I'm accused of manipulation! Exactly 95€ of the 4000€ remained in my account!

they replied to my e-mail that I had manipulated the following: made a large bet and then reduced the bet to clear the bonus!

I think I had cleared the bonus already! Otherwise I would still have the 12000 € aufn account!

if you increase your bet once (and yes, you also take a higher risk) you may not make the next bet below 75% of the last bet!

I play with bonus buys between 20-2000€ (depending on the balance) Because I enjoy it, but what they do is cheating! You can't expect to gamble high all the time! From time to time you want to take the pressure off and just enjoy the game

Hab 100€ eingezahlt mit Bonus dachbetwel125… hab damit 12000€ gemacht und dann wurde es auf 1125 zurückgesetzt ( war auch in Ordnung für mich da dies die Bonus Bedingung ja ist mit dem Max Gewinn) … danach hab ich aus den 1125 weitere 5000 gemacht und wollte mir davon 4000€ auszahlen lassen! Verifizierung dauerte fast 5 Tage und es stand ich darf jetzt auszahlen ! Und dann schaue ich aufs Konto und mir wird Manipulation vorgeworfen! Es blieben von den 4000€ genau 95€ auf meinem Konto!

auf mein e Mail haben sie mir geantwortet dass ich folgend manipuliert habe : großen Einsatz gemacht und dann den Einsatz reduziert um den Bonus freizuspielen!

meiner Meinung nach hatte ich den Bonus bereits freigespielt! Ansonsten hätte ich ja noch die 12000€ aufn Konto!

wenn du 1x deinen Einsatz erhöhst ( und ja auch ein höheres Risiko eingehst) darf du den nächsten Einsatz nicht unterhalb von 75% des letzten Einsatzes machen!

ich spiele mit Bonus buys zwischen 20-2000€ ( abhängig von der Balance) Weils mir Spaß macht aber das was die veranstalten ist Betrug ! Du kannst nicht erwarten dass du immer high gambelst! Ab und zu will man ja auch den Druck rausnehmen und das Spiel auch nur genießen

Dear hisolei90,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Do I understand correctly that you placed such bets after you completed the wagering requirements?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

In general, I always varied a bit with the bonus buys... after all the big buy-ins were only negative, I had to reduce them, otherwise the complete balance would have been gone again

I'm happy to send you the full gameplay

the bonus was also reduced to €1125 (I was aware of it and accepted it) but the fact that winnings with the released amount are also cut is new to me and has never happened before!

That almost borders on cheating for me!

I think the department is miscalculating this. They forget that the "big bets" were bonus buys and that the lower ones are higher value single bets! After the big win with a €900 bonus buy (single bet €9) I never reduced my stake! On the contrary, I even increased it drastically (single bet to €30 and bonus buys sometimes between €2800-4000).

So I can not be accused of a reduction and thus manipulation!

I've emailed you the bet list!

Ich habe generelle auch bei den Bonus buys immer ein bisschen variiert… nachdem alle großen buy ins nur negativ waren musste ich ja auch reduzieren ansonsten wäre die komplette Balance wieder weg gewesen

ich kann ihnen gerne den gesamten spielverlauf zukommen lassen

der Bonus wurde ja eben auch auf die 1125€ reduziert (ist mir bekannt gewesen und auch akzeptiert) aber dass dann auch Gewinne die mit freigespielten Betrag gecuttet werden ist mir neu und so noch nie passiert !

das grenzt für mich fast an Betrug !

Ich glaube die Abteilung berechnet das falsch. Die vergessen bei den "großen Bets" dass es sich um bonus Buys gehandelt hat und die niedrigeren höherwertige Einzelbets sind! Ich habe nach dem großen Gewinn mit 900€ Bonus Buy (Einzelbet 9€) den Einsatz nie reduziert! Ganz im Gegenteil ich habe ich sogar drastisch erhöht (Einzelbet auf 30€ und Bonus Buys teilweise zwischen 2800-4000€).

Also kann mir eine Reduktion und damit Manipulation nicht vorgeworfen werden!

Ich habe Ihnen die Bet liste per Mail gesendet!

Thank you very much hisolei90 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.

Dear hisolei90,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Dachbet Casino to the conversation to participate in the resolution of this complaint.

it is not pointed out in the bonus conditions that it may only be 5% higher than the bonus received! That's why they reject it now!

this percentage is on no side and was therefore not for me to keep!

es wird in den Bonus Konditionen nicht darauf hingewiesen dass er nur 5% höher sein darf als der erhaltene Bonus! Deswegen lehnen sie es jetzt ab !

dieser Prozentsatz steht auf keiner Seite und war daher nicht zum einhalten für mich !!

Hi hisolei90,

Do I understand correctly that the problem is actually the breached maximum bet rule? This is stated in the specific bonus conditions:

"- Placing bets of amounts higher than €12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."

It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form its own T&Cs and set its own rules for the gameplay, especially when it comes to bonuses. This is how the casino protects itself from bonus abusers. You are right that it would be much easier for everyone if the maximum bet rule was enforced on the software level. Unfortunately, not many casinos support this feature and players have to read the Bonus T&Cs instead. You can read about it in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets. Did you make any winnings with the overbets? Could you send me your game history?

Sent you an email with the history

Thank you hisolei90 for your email. You are right that it's hard to tell from the game history if you played with single bets or bonus buys. We really need a statement from the casino to make some progress here.

Dear Peter, 

As hisolei90 pointed out, his betting activity (related to bonus DBETWEL125) has been detected, by our trading team, to be in conflict with the general terms and conditions (bonus manipulation).  

T&C: 

10. Restricted Gameplay: 

- Placing bets with minimal or no risk 

- Wagering made using the Gamble Feature on Slot games  

- Placing bets of amounts higher than C$12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower. 

As established above, the player claimed DBETWEL125 bonus (amount 118.75), the maximum bet allowed as per the T&C is: 5% of 118.75 = 5.94 EUR 

During the course of his gameplay (while using the bonus) the player made several bets with amount way higher than 5.94 EUR, reaching up to 900 EUR per bet. The player himself, confirms it, in his initial message. 

Due to the detected bonus manipulation the player’s winnings were voided. 

Dear hisolei90,  

In regards to your message:  

"it is not pointed out in the bonus conditions that it may only be 5% higher than the bonus received!" 

This is not correct, the point in the T&C is visible on the website: https://dachbet.com/ca/promotions/welcome-package  

10. Restricted Gameplay: 

- Placing bets with minimal or no risk 

- Wagering made using the Gamble Feature on Slot games  

- Placing bets of amounts higher than C$12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower. 

We do hope this will clear the situation. 

Kind Regards, 

Dachbet Casino Team

Dear Dachbet Casino Team,

Could you please forward the player's game history to my email address (peter.m@casino.guru)?

Dear hisolei90 and Peter,

Please note that the requested information has been provided to Peter via email.

Kind Regards,

Dachbet Casino Team

Thank you Dachbet Casino Team for the email.

Dear hisolei90,

According to your game history, it seems that you made quite a lot of overbets. If the maximum bet rule gets breached by mistake and the player doesn't win anything from those bets, we try to convince the casinos to make a gesture of goodwill. However, this doesn't seem to be the case. You hit multiple wins that helped you to build up the balance and finish the wagering. I'm afraid I won't be able to help you with this one.

Ok will unsubscribe from this casino!

Ok werde mich von diesem Casino abmelden!

Hi hisolei90,

If you wish to do so, this decision is fully up to you. Based on the information above, the complaint will be rejected. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter