The player from the Netherlands faces an issue with the casino removing their winnings due to a bonus claim, despite not having an active bonus at the time. The casino only returned 80 euros, and the player requests the remaining funds but is being ignored.
Igrač iz Holandije se suočava sa problemom sa kazinom koji uklanja njihove dobitke zbog zahteva za bonus, uprkos tome što u to vreme nije imao aktivan bonus. Kazino je vratio samo 80 evra, a igrač traži preostala sredstva, ali je ignorisan.
kazino ukazuje da su uklonili moj dobitni iznos zbog bonusa. ali sam osvojio svoj dobitak i tada nije bilo aktivnog bonusa, vratili su mi samo 80 evra. Rekao sam im da bar želim nazad svoje greške, ali oni me ignorišu. Imam zadnjicu video snimka na ekranu i ne mogu da postavim ovde
the casino indicates that they have removed my winning amount due to bonus. but I won my winnings and there was no bonus active at that time they only gave me back 80 euros I told them that I at least want my faults back but they ignore me. I have screen video's butt i cant uplouded here
Poštovani Sener85,
Hvala vam puno što ste podneli žalbu.
Žao mi je što čujem za problem sa uklanjanjem vaših dobitaka. Da biste nam pomogli da u potpunosti razumemo situaciju i da vam efikasno pomognemo, možete li nam dati više detalja o slučaju?
Informacije o bonusu i igrici:
Povraćaj novca i komunikacija:
Potkrepljujući dokazi:
Vaša saradnja je neophodna da bismo nastavili sa vašim slučajem. Bez jasnih informacija i dokaza, nećemo moći efikasno da posredujemo u kazinu u vaše ime.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog izuzetno velikog obima pritužbi, molimo za strpljenje. Iako nastojimo da objavimo žalbe u roku od 48 sati, naknadni odgovori mogu da potraju i do 7 dana. Dodeljivanje vaše žalbe rešavaču takođe može da potraje duže, jer trenutno upravljamo sa blizu 1000 žalbi.
Hvala vam na razumevanju. Želimo vam divnu Novu 2025!
Dear Sener85,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issue with your winnings being removed. To help us fully understand the situation and assist you effectively, could you please provide more details about the case?
Bonus and Gameplay Information:
Refund and Communication:
Supporting Evidence:
Your cooperation is essential for us to proceed with your case. Without clear information and evidence, we won’t be able to effectively mediate with the casino on your behalf.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
dragi,
kazino ukazuje da sam zloupotrebio pravila jer mi je dozvoljeno da se kladim na maksimalno 5 evra ako imam bonus. I pokazuju da sam koristio opklade od 45 evra. Ovo nije logično jer bonus sa ulogom od 7000 znači da moram da se kladim 7000:5 = 1400 puta 5 evra.
Mesecima se kockam na isti način u ovom kazinu, ali do dana kada sam podnela isplatu, niko me nije upozorio da to nije dozvoljeno. Dakle, suština je u tome da sam im sve ovo vreme u bescenje prenosio novac. Mislim da ako imate takvo pravilo da blokirate opklade iznad maksimuma ili da skrenete pažnju igrača na ovo jer tada nikada ne bih prihvatio bonus. Kada sam osvojio 3560 evra u to vreme nije bilo aktivnog bonusa. U svakom slučaju, želim nazad svoj novac koji sam im prebacio, ali oni to ignorišu. Poslaću vam sve vrste video zapisa i snimaka ekrana kao priloge.
dear,
the casino indicates that I have abused the rules because I am allowed to bet a maximum of 5 euros if I have a bonus. And they indicate that i have used bets of 45 euros. This is not logical because a bonus with a wagering of 7000 means that I have to bet 7000:5 = 1400 times 5 euros.
I have been gambling the same way at this casino for months, but until the day I submitted a withdrawal, no one warned me that this is not allowed. So the bottom line is that I have been transferring money to them for nothing all this time. I think that if you have such a rule that you should block bets above the max or draw the player's attention to this because then I would never have accepted a bonus. When I won 3560 euros there was no active bonus at that time. In any case, I want my money back that I transferred to them, but they ignore this. I will mail you all kinds of videos and screenshots as attachments.
Takođe želim da naznačim da je moja opklada bila 0,20 centi, samo sam ja kupio bonus za 45 ali moj ulog je bio 0,20 centa
I also want to indicate that my bet was 0.20 cents only I bought a bonus for 45 but my stake bet was 0.20 cent
Nigde nema indikacija da mi nije dozvoljeno da kupim bonus. kao što sam naveo, opklada je bila 0,20 evro centi, ali sam kupio bonus od 45 evra. dobitak je takođe bio × 0,20 centi tokom bonus igre
There is no indication anywhere that I am not allowed to buy a bonus. as I indicate, the bet was 0.20 euro cents, but I bought a bonus of 45 euros. the winnings were also × 0.20 cents during the bonus game
Zdravo Sener85,
Hvala vam na odgovoru.
Da biste nam pomogli da bolje procenimo vašu situaciju i krenemo dalje, možete li nam dati sledeće:
Istorija igre:
Umesto video zapisa i snimaka ekrana, možete li proslediti sveobuhvatnu datoteku istorije vaše igre? Ovo će nam omogućiti da detaljno pregledamo vašu aktivnost.
Istorija bonusa:
Takođe dostavite snimak ekrana ili bilo koji drugi dokument koji prikazuje detalje vaše istorije bonusa.
Bez toga možda nećemo moći da idemo napred.
Hvala unapred na odgovoru.
Hi Sener85,
Thank you for your reply.
To help us better assess your situation and move forward, could you please provide the following:
Game History:
Instead of videos and screenshots, could you please forward a comprehensive file of your game history? This will allow us to review your activity in detail.
Bonus History:
Please also provide a screenshot or any other document showing the details of your bonus history.
Without it, we may not be able to move forward.
Thank you in advance for your reply.
draga Petronela,
Obično postoji opcija gde možete da vidite istoriju igara i istoriju bonusa. Nažalost, ova opcija ne radi. Kontaktirao sam kazino u vezi sa ovim i oni ne navode zašto ne mogu da pronađem istoriju. Pitao sam ih da li mogu da mi to e-mailom i dobio sam odgovor „vaš zahtev je poslat nadležnom odeljenju, dobićete odgovor u roku od 30 dana"
dear Petronela,
Normally there is an option where you can view game history and bonus history. Unfortunately this option does not work. I have contacted the casino about this and they do not indicate why I cannot find the history. I asked them if they could email it to me and got the answer "your request has been sent to the relevant department, you will receive a response within 30 days"
Zdravo Sener85,
Hvala vam na odgovoru i što ste kontaktirali kazino u vezi sa problemom pristupa vašoj istoriji igara. Razumem da ova opcija ne funkcioniše i da su eskalirali zahtev relevantnom odeljenju.
Što se tiče istorije bonusa , možete li pokušati da dobijete te informacije i od kazina? Čak i ako istorija igre za sada nije dostupna, posedovanje istorije bonusa bi nam bilo od velike pomoći da nastavimo sa slučajem.
Radujemo se Vašem odgovoru.
Hi Sener85,
Thank you for your response and for reaching out to the casino about the issue with accessing your game history. I understand that the option isn’t working and that they have escalated the request to the relevant department.
Regarding the bonus history, could you please try to obtain that information from the casino as well? Even if the game history is unavailable for now, having the bonus history would be very helpful for us to proceed with the case.
Looking forward to hearing from you.
zdravo
Već sam to uradio.
Hi,
I did that already.
Zdravo Sener85,
Hvala vam na odgovoru. Primio sam četiri e-poruke od vas, zajedno sa nekoliko snimaka ekrana, ali nijedan od njih nije sadržao vašu istoriju bonusa. Možete li mi to ljubazno proslediti? Želim da budem siguran da imamo sve potrebne informacije da potvrdimo koji je bonus bio aktivan u to vreme, ako je uopšte postojao.
Radujem se vašem odgovoru.
Hi Sener85,
Thank you for your reply. I’ve received four emails from you, along with several screenshots, but none of them contained your bonus history. Could you kindly forward that to me? I want to ensure we have all the necessary information to confirm which, if any, bonus was active at the time.
Looking forward to your reply.
Zdravo, poslao sam vam mejl sa snimcima ekrana
Hi, I sent you an email with screenshots
Poštovani,
Takođe sam vam poslao e-poštu sa snimcima ekrana u kojima tražim od kazina da mi pošalje pregled moje istorije bonusa.
Dear,
I have sent you also an email with a screenshots in which I request the casino to send me an overview of my bonus history.
zdravo,
Primetio sam da su uslovi bonusa prilagođeni. Sada su dodali ovaj deo teksta i to slučajno nakon što sam podneo žalbu.
" 2.9. Veličina uloga u bilo kojoj igri sa opcijom "kupovina bonusa" ili "kupovina funkcije" računaće se kao ukupni trošak okretanja, a ne ulog ili vrednost igre u krugu funkcije ili bonusa. Na primer ,Monei Train na ulog od 1€, bonus kupovina je 80k (€80) tako da bi veličina opklade za ovu rundu bila 80€."
Takođe sam iskusio i druge probleme osim ovog. Ako prihvatite bonus u ovom kazinu, nije vam dozvoljeno da igrate određene video slotove, navode uslovi i odredbe. Nakon što sam igrao "Gonzo's Kuest Megavais" primetio sam da je status klađenja ostao isti, tako da se nijedna opklada tokom igranja gore navedene igre ne odbija od klađenja. kazino tvrdi da se ova igra ne može igrati ako prihvatite bonus i uputili su me na uslove bonusa. Posle 10 čitanja, začudo, nigde nisam naišao na video slot koji sam igrao. Kontaktirao sam 5 različitih ljudi u vezi ovoga i svi su tvrdili da mi nije dozvoljeno da igram video slot. i svaki put kada sam ih pitao da li mogu da mi pokažu gde je to naznačeno, dobijao sam odgovor da je problem poslat nadležnom odeljenju. Takođe sam napravio snimke ekrana svih ovih, ako vam budu od koristi, mogu vam ih poslati e-poštom. Još uvek nisam dobio nikakvu povratnu informaciju o ovome. Trebalo bi da dobijem svoj novac nazad jer svaku opkladu treba odbiti od opklade.
Savetujem svima da apsolutno ne igraju u ovom kazinu.
Hello,
I noticed that the bonus conditions have been adjusted. They have now added this piece of text and that coincidentally after I submitted my complaint.
" 2.9. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80."
I have also experienced other problems besides this one. If you accept a bonus at this casino, you are not allowed to play certain video slots, the terms and conditions state. After playing "Gonzo's Quest Megaways" I noticed that wagering status remained the same so any bet while playing the above game did not deduct from the wagering. casino claims that this game cannot be played if you accept a bonus and they have referred me to the bonus conditions. After reading 10 times, strangely enough, I haven't come across the video slot I was playing anywhere. I have contacted 5 different people about this and they all claimed that I was not allowed to play the video slot. and every time after I asked them if they could show me where it was indicated, I received the answer that the problem was sent to the relevant department. I have also taken screenshots of all of these, if they are of any use to you, I can email them to you. I still haven't received any feedback about this. I should actually get my money back because every bet should be deducted from the wagering.
I advise everyone absolutely not to play at this casino.
Možete li, molim vas, kontaktirati kazino jer me stalno zavaravaju. i želim svoj novac nazad što je pre. pogotovo sada nakon što sam primetio da su promenili uslove bonusa nakon što sam podneo žalbu upravo na to. Takođe nemam poverenja u informacije koje daju jer me, na primer, upućuju na uslove i onda moram da im jasno stavim do znanja da je ono što navode tačno. Od ovoga mi je muka
Can you please contact the casino because they are fooling me all the time. and I want my money back ASAP. especially now after I noticed that they changed the bonus conditions after I filed a complaint about exactly that. I also do not trust the information they provide because, for example, they refer me to the conditions and then I have to make it clear to them that what they indicate is correct. This is making me sick
Zaista bih vam bio zahvalan ako biste kontaktirali kazino jer primećujem da što duže čekamo da preduzmemo korak da oni imaju koristi od ovoga, na primer, prilagođavanjem uslova.
I would really appreciate it if you contacted the casino because I notice the longer we wait to take a step that they benefit from this by, for example, adjusting the conditions.
Hvala vam puno, Sener85, na pružanju svih potrebnih informacija. Sada ću preneti vašu žalbu svom kolegi Adamu ( adam.m@casino.guru ), koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, Sener85, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Zdravo Sener85,
Pregledao sam vaš slučaj i kontaktiraću kazino da vidim da li mogu da pomognem.
Pozivamo Dbosses Casino da se pridruži razgovoru i učestvuje u rešavanju ove žalbe.
Dragi Dbosses Casino,
Da bismo efikasno procenili ovu situaciju, potrebne su nam dodatne informacije o navodnom kršenju pravila bonusa od strane igrača. Mogu li da vas zamolim da dostavite punu istoriju igrača kako bismo mogli da vidimo koji su bonusi korišćeni, kao i relevantne veličine opklada? Može se poslati na moju e-poštu, adam.m@casino.guru
srdačan pozdrav,
Adam
Hello Sener85,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Dbosses Casino to join the conversation and participate in the resolution of this complaint.
Dear Dbosses Casino,
In order to assess this situation effectively, we need further information about the player's supposed breach of the bonus rules. Can I ask you to please provide the player's full history so we can see which bonuses have been used as well as the relevant bet sizes? It can be sent to my email, adam.m@casino.guru
Kind regards,
Adam
zdravo,
Takođe sam podneo žalbu Kahnavake komisiji za igre na sreću. kontaktirali su nosioca dozvole radi istrage i moraju odgovoriti u roku od 7 dana. Mislim da je pametno sačekati i videti šta će ispasti iz toga.
Hello,
I have also submitted my complaint to the Kahnawake Gaming Commission. they have contacted the license holder for investigation and they must respond within 7 days. I think it's wise to wait and see what comes out of it.
Dobar dan Sener85 i Adam,
Samo da vas obavestimo da smo primili vašu žalbu. Trenutno istražujemo detalje onoga što se dogodilo i uskoro ćemo vam dati odgovor. Hvala vam na strpljenju! 🙂
Dbosses tim
Good day Sener85 and Adam,
Just to let you know that we received your complaint. We are currently looking into the details of what happened and will provide you with a response shortly. Thank you for your patience! 🙂
The Dbosses Team
Zdravo Dbosses tim,
Hvala vam na odgovoru. Sačekaćemo dalje informacije.
srdačan pozdrav,
Adame
Hello Dbosses Team,
Thank you for your response. We will await further information.
Kind regards,
Adam
Dobar dan Sener85 i Adam,
Hvala vam na strpljenju dok smo pregledali ovo pitanje.
Nakon što smo razmotrili detalje vaše žalbe, želeli bismo da damo neka pojašnjenja.
Vaš depozit od 80 € 26. decembra je pokrenuo aktivaciju bonus ponude, koja je ručno tražena, što je rezultiralo saldom od 88 €. Nakon toga, stavljeno je nekoliko opklada od 45 €. Nažalost, ovo je premašilo maksimalnu dozvoljenu veličinu opklade od 5 € kada se koriste bonus sredstva, kao što je navedeno u našim uslovima i odredbama bonusa. Kao rezultat toga, dobici iz tih opklada su poništeni.
Uz to, zaista vas cenimo kao lojalnog igrača, i kao gest dobre volje, želeli bismo da vam ponudimo nadoknadu. Na vaš račun ćemo dodeliti maksimalnu dozvoljenu isplatu, koja je 10 puta veća od početnog iznosa bonusa (88€)—dovodeći ukupan iznos na 880€. Vaš balans će uskoro biti ažuriran.
Ako imate dodatnih pitanja, ne oklevajte da se obratite. Cenimo vaše poverenje i nadamo se da ćete uživati u iskustvu sa nama.
Dbosses tim
Good day Sener85 and Adam,
Thank you for your patience while we reviewed this matter.
After looking into the details of your complaint, we’d like to provide some clarification.
Your €80 deposit on 26th December triggered the activation of the bonus offer, which was manually claimed, resulting in a balance of €88. Following this, a few €45 bets were placed. Unfortunately, this exceeded the maximum allowed bet size of €5 when using bonus funds, as stated in our Bonus Terms and Conditions. As a result, the winnings from those bets were voided.
That said, we truly appreciate you as a loyal player, and as a gesture of goodwill, we would like to offer you compensation. We will credit your account with the maximum allowable payout, which is 10 times the initial bonus amount (€88)—bringing the total to €880. Your balance will be updated shortly.
If you have any further questions, please don’t hesitate to reach out. We value your continued trust and hope you enjoy your experience with us.
The Dbosses Team
Hvala vam na odgovoru.
Video slot koji sam igrao zove se "Obeheaded". Uz opkladu od 0,20 evrocenti moguće je kupiti bonus igru za 45 evra. I uradio sam to. I ne samo nekoliko puta, već sam sa svim depozitima igrao na isti način. Dobici tokom besplatnih okretaja su × 0,20 centi a ne × 45. Nakon što sam ovo naznačio, takođe ste prilagodili uslove bonusa.
Prošle nedelje sam osvojio još jedan iznos. ali dok ste igrali nekoliko video slotova, opklade se nisu udaljile od klađenja. naznačili ste da sam igrao video slotove, što nije dozvoljeno ako postoji aktivan bonus. Nakon što smo nekoliko puta pažljivo pogledali sa vašim zaposlenim za ćaskanje u vašim uslovima bonusa, primetili smo da nigde nije navedeno da video slotovi koje sam igrao nisu dozvoljeni. Tako da bi i ja trebalo da vratim te opklade. Takođe imam snimke ekrana razgovora o ovome. Trebalo je da dobijem povratnu informaciju o ovome, ali do sada nisam imao ništa.
Skinuo si 3560 evra.
Slažem se da treba da bude obeštećenja, ali ne od 880 evra. Takođe znaš bolje od svih da sam ti prebacio mnogo novca. I do sada nisam uradio 1 izvlačenje do danas u ovom kazinu.
Na moj račun je uplaćeno 800 evra umesto 880 evra. Ne mogu da podignem novac jer je to bonus novac. Dakle, prvo moram da se kladim na 800 evra pre nego što novac bude slobodan za podizanje. Iskreno, ne razumem tvoje dobre namere.
Thank you for your response.
The video slot I was playing is called "Beheaded". With a bet of 0.20 euro cents it is possible to buy a bonus game for 45 euros. And I did that. And not just a few times, but with all deposits I played the same way. The winnings during the free spins are × 0.20 cents and not × 45. After I indicated this, you also adjusted the bonus conditions.
Last week I won another amount. but while playing a few video slots, the bets did not go away from the wagering. you indicated that I played the video slots, which is not allowed if there is an active bonus. After looking carefully with your chat employee in your bonus conditions several times, we noticed that it is not stated anywhere that the video slots I was playing are not allowed. So I should get those bets back too. I also have screenshots of the chat conversations about this. I was supposed to receive feedback about this, but so far I have had nothing.
You removed 3560 euros.
I agree that there should be compensation, but not of 880 euros. You also know better than anyone that I have transferred a lot of money to you. And so far I haven't done 1 whitdraw till today at this casino.
800 euros have been credited to my account instead of 880 euros. I can't withdraw the money because it is a bonus money. So I first have to bet 800 euros before the money is free to withdraw. I actually don't understand your good intentions, to be honest.
Naznačavate da me smatrate lojalnim igračem. Onda očekujem da vratite poništeni iznos na moj račun. Osim ovih slučajeva, to je lep kazino sa širokim spektrom zabavnih igara. Takođe bih želeo da nastavim da igram na Dbosses-u nakon što primim svoj otkazani novac.
You indicate that you consider me a loyal player. I then expect you to refund the canceled amount to my account please. Apart from these cases, it is a nice casino with a wide range of fun games. I would also like to continue playing at Dbosses after i receive my cacelled money.
Hvala svima na odgovorima.
Dragi Dbosses Casino,
Prihvatamo da je pravilo maksimalne opklade bonusa industrijski standard. Međutim, smatramo da bi ovo pravilo trebalo primeniti na nivou softvera, tj. softver ili veb stranica kazina ne bi trebalo da dozvoljavaju igračima da stavljaju veće opklade od limita. Takođe, ako se bonus funkcije ne koriste, treba ih isključiti ili potpuno blokirati pristup tim igrama. Ovo efikasno uklanja sve šanse za pritužbe igrača u vezi sa pravilom maksimalne opklade, jer igrači jednostavno ne mogu da ga prekrše.
Mogu li da pitam da li su kupovina bonus funkcija bile jedine opklade koje su prekršile pravilo maksimalne opklade? Još jednom, bilo bi od pomoći kada biste nam pružili relevantnu istoriju da bismo je pregledali.
srdačan pozdrav,
Adame
Thank you all for your responses.
Dear Dbosses Casino,
We accept that the bonus max bet rule is an industry standard. However, we think that this rule should be enforced at the software level, i.e. the casino's software or website shouldn't let players place higher bets than the limit. Also, if bonus features should not be used, they should be turned off, or access to those games should be blocked completely. This effectively removes all chances of player complaints related to the max bet rule, as players simply can't break it.
Can I ask if the purchase of bonus features were the only bets that breached the max bet rule? Once more, it would be helpful if you could provide the relevant history for us to review.
Kind regards,
Adam
Želeo bih da objavim da je kazino promenio bonus novac od 800 evra u pravi novac. Uspeo sam da uputim zahtev za povlačenje i nadam se da će biti obrađen. Tako da mi se može vratiti 800 evra. Nadam se da će mi kazino što pre preneti i preostali iznos od 2760 evra.
I would like to announce that the casino has changed the 800 euro bonus money to real money. I was able to make a withdrawal request and hope it will be processed. So I may have 800 euros back. I hope that the casino will also transfer the remaining amount of 2760 euros to me as soon as possible.
Poštovani Sener85,
Hvala vam na strpljenju. Želeo sam da vas obavestim da razmatramo vaše dodatne komentare i da ćemo uskoro vratiti.
ugodan dan!
Tim DBosses
Dear Sener85,
Thank you for you patience. I wanted to inform you that we´´ re looking into your additional comments and will revert shortly.
Have a good day!
The DBosses Team
Hvala svima na novostima.
Tajmer je produžen dok kazino dalje istražuje.
srdačan pozdrav,
Adame
Thank you all for the updates.
The timer has been extended while the casino investigates further.
Kind regards,
Adam
zdravo,
Želeo bih da napomenem da mi je vraćeno 880 evra.
I dalje bi trebalo da dobijem 2680 evra nazad.
Hello,
I would like to indicate that I have received €880 back.
So I should still get €2680 back.
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.
zdravo svima,
Želeli bismo da odvojimo trenutak da razjasnimo situaciju u vezi sa kupovinom bonus rundi i primenom pravila maksimalne opklade.
1⃣ Razumevanje kupovina bonus runde
Bonus funkcije su dozvoljene, ali ako se kupi bonus runda, ceo trošak te kupovine se smatra jednom opkladom. Na primer, ako je standardna opklada po liniji 0,20 €, ali kupovina bonus runde košta 45 €, onda se punih 45 € računa kao pojedinačna opklada, a ne višestruke manje opklade od 0,20 €.
Ranije ovo nije bilo označeno jer ranije nije bilo zahteva za pobedu i povlačenje u sličnoj situaciji. Međutim, Uslovi i odredbe bonusa (posebno odeljak 1.11, u prilogu za referencu) ostali su nepromenjeni u poslednjih šest meseci, otkako je novo rukovodstvo preuzelo vlast.
2⃣ Softverska primena pravila
U ovom trenutku, pravilo maksimalne opklade se ne primenjuje na nivou softvera, ali to možemo istražiti kao buduće poboljšanje kako bismo obezbedili transparentnost i izbegli zabunu.
3⃣ Nalazi naše istrage
Nakon što ste detaljno pregledali sve opklade:
Sve opklade koje premašuju maksimalnu opkladu su napravljene korišćenjem bonus rundi kupovine.
Bilo je i drugih opklada koje su koristile bonus runde, ali nisu premašile maksimalnu opkladu.
S obzirom na naše uslove i uslove, poništavanje dobitaka je bilo legitimno u ovom slučaju.
Uz to, razumemo da bi ovo moglo biti razočaravajuće, i pošto vas zaista cenimo, Sener85, kao lojalnog igrača, nadoknadili smo vam maksimalnu isplatu od €800. (Već ste primili svoj početni depozit od 80 €, čime je ukupan iznos porastao na 880 €.)
Priložili smo sve relevantne snimke ekrana za vašu referencu. Ako imate bilo kakvih pitanja u vezi sa ovim, ne oklevajte da se obratite.
Hvala vam na razumevanju i zaista cenimo vašu kontinuiranu podršku!
Tim DBosses 
Hi everyone,
We’d like to take a moment to clarify the situation regarding bonus round purchases and the enforcement of max bet rules.
1️⃣ Understanding Bonus Round Purchases
Bonus features are allowed, but if a bonus round is purchased, the entire cost of that purchase is considered a single bet. For example, if the standard bet per line is €0.20, but a bonus round purchase costs €45, then the full €45 is counted as a singular bet, not multiple smaller bets of €0.20.
Previously, this wasn’t flagged because there hadn’t been a win and withdrawal request in a similar situation before. However, the Bonus Terms & Conditions (specifically section 1.11, attached for reference) have remained unchanged for the last six months, since the new management took over.
2️⃣ Software Enforcement of the Rule
At this moment, the max bet rule is not enforced at the software level, but we may explore this as a future improvement to ensure transparency and avoid confusion.
3️⃣ Findings from Our Investigation
After thoroughly reviewing all bets:
All bets exceeding the max bet were made using bonus round purchases.
There were other bets that used bonus rounds but did not exceed the max bet.
Given our T&Cs, the voiding of winnings was legitimate in this case.
That said, we understand this may be disappointing, and because we truly appreciate you, Sener85, as a loyal player, we have compensated you with the max payout of €800. (You had already received your initial deposit of €80, bringing the total to €880.)
We have attached all relevant screenshots for your reference. If you have any questions regarding these, please don’t hesitate to reach out.
Thank you for your understanding, and we truly appreciate your continued support!
The DBosses Team
Hvala vam na odgovoru.
Nažalost, moram da kažem da se ne slažem sa vama. Objasniću zašto.
Naznačite da se bonus kupovina od 45 evra smatra opkladom od 45 evra. Ali to tada nigde nije bilo naznačeno. Takođe navodite da ovo ranije nije bilo označeno jer do tada nije bilo sličnog zahteva za pobedu/povlačenje. Pod rečju „označeno" pretpostavljam da mislite da to nije jasno navedeno u vašim uslovima bonusa. Da ste to jasno rekli, ne bih morao da podnosim ovu žalbu.
Nakon što sam podneo svoju žalbu, osećate se primorani da dodate sledeće uslove bonusa uslovima bonusa:
„2.9. Veličina uloga u bilo kojoj igri sa opcijom „kupovina bonusa" ili „kupovina funkcije" će se računati kao ukupni trošak okretanja, a ne ulog ili vrednost igre u kojoj se igra funkcija ili bonus. Na primer, Monei Train na ulog od 1 evra, kupovina bonusa je 80k (80 evra) tako da bi veličina opklade za ovu rundu bila 80 evra."
Zaista mi je čudno što me trenutno ne upućujete na ovo stanje. Činjenica da nisam stavio nijednu opkladu iznad 5 evra je tačna jer je jasno naznačeno da to nije dozvoljeno. Ali nigde nije navedeno da se bonus kupovina od 45 evra uz opkladu od 0,20 evrocenti smatra veličinom opklade od 45 evra. Uradili ste ovo nakon što sam podneo žalbu.
I dalje verujem da ste vi odgovorni za blokiranje neovlašćenih opklada. Ako imam aktivan bonus i želim da igram kazino uživo, dobijam poruku da imam aktivni bonus i da mi stoga nije dozvoljeno da igram kazino uživo. Takođe ste mogli da uradite nešto ovako sa video slotovima. U svakom slučaju gledam činjenice i činjenica je da u to vreme nigde nije navedeno da se kupljen bonus od 45 evra uz opkladu od 0,20 evrocenti računa kao opklada od 45 evra.
Još jednom želim da vratim svoj preostali dobitak.
Thank you for your response.
Unfortunately, I have to say that I disagree with you. I'll explain why.
You indicate that a bonus buy of 45 euros is considered a betsize of 45 euros. But that was not indicated anywhere at the time. You also indicate that this was previously not flagged because there has been no similar win/withdrawal request up to that time. By the word "flagged" I assume you mean that it was not clearly stated in your bonus conditions. If you had clearly stated this, I would not have had to file this complaint.
After I have submitted my complaint, you feel compelled to add the following bonus condition to the bonus conditions:
"2.9. The stake size on any game with a "bonus buy" or "feature buy" option will count as the total cost of the spin, not the stake or value of the game round the feature or bonus is played at. For example,Money Train at €1 stake, the bonus buy is 80x (€80) so the bet size for this round would be €80."
I find it really strange that you are not referring me to this condition at the moment. The fact that I did not place any bets above 5 euros is correct because it is clearly indicated that this is not allowed. But it was not stated anywhere that a bonus buy of 45 euros with a bet of 0.20 euro cents considered a bet size of 45 euros. You did this after I filed my complaint.
I still believe that you are responsible for blocking unauthorized bets. If I have an active bonus and want to play live casino, I receive a text that I have an active bonus and therefore am not allowed to play live casino. You could also have done something like this with the video slots. Anyway I look at facts and it is a fact that in that time it was not stated anywhere that a purchased bonus of 45 euros with a bet of 0.20 euro cents counts as a betsize of 45 euros.
Once more, I want to get my remaining winnings back.
Zdravo svima, puno hvala na vašim odgovorima.
Dragi Dbosses Casino,
Pomenuli ste da je igraču vraćena maksimalna isplata od ukupno 880. Da li razumem da je to zbog maksimalnog ograničenja dobitka od 10 puta od početnog iznosa bonusa?
Možete li, molim vas, pojasniti da li se ovo ograničenje primenjuje u trenutku kada je bonus opklada završena ili samo u trenutku kada se zahteva povlačenje?
srdačan pozdrav,
Adam
Hello all, many thanks for your responses.
Dear Dbosses Casino,
You mentioned that the player has been reimbursed the maximum payout of 880 in total. Do I understand that this is due to a maximum win limit of 10 x the initial bonus amount?
Can you please clarify if this limit is applied at the point the bonus wagering is completed, or only at the point a withdrawal is requested?
Kind regards,
Adam
Dobro jutro obojici,
To je tačno. Uprkos činjenici da je maksimalna opklada premašena i dobici su stoga poništeni, odlučili smo da mu ipak odobrimo isplatu primenom maksimalnog limita povlačenja. Ovo pravilo je navedeno u našim uslovima bonusa, član 2.4.5:
¨„S vremena na vreme, možda ćete dobiti posebne promocije putem e-pošte koje nisu navedene među promocijama vidljivim na veb stranici kazina. One mogu uključivati bonuse za ponovno učitavanje, koji mogu biti zasnovani na procentima, besplatne okretaje ili oboje. Osim ako nije izričito navedeno u samoj e-poruci, maksimalni dobitak koji se može isplatiti iz takve promocije je 10 puta veći od početnog iznosa bonusa ili vrste besplatnog okretanja u skladu sa iznosom besplatne ponude."
Ovo pravilo primenjujemo samo u trenutku kada je podnet zahtev za povlačenje, dozvoljavajući igraču da nastavi da igra svoju igru do tada.
Nadamo se da će ovo razjasniti stvari, ali ostajemo vam na raspolaganju.
srdačan pozdrav,
DBosses tim
Good morning to you both,
That’s correct. Despite the fact that the maximum bet was exceeded and the winnings were therefore voided, we have decided to still grant him a payout by applying the maximum withdrawal limit. This rule is stated in our bonus terms, article 2.4.5:
¨"From time to time, you might receive special email promotions that are not listed among the promotions visible on the casino webpage. These may include reload bonuses, which could be percentage based, free spins, or both. Unless explicitly specified in the email itself, the maximum winnings that can be paid out from such promotion is 10 times the initial bonus amount, the amount resulting from free spins, or both, in accordance with the offer type."
We only apply this rule at the point a withdrawal request is made, allowing the player to continue playing their game until then.
We hope this clarifies things, but we remain at your disposal.
Kind regards,
The DBosses team
dragi Adame,
Za bonus od 80 evra koji sam dobio, prvo sam morao sam da prenesem 80 evra i da se kladim između 6000/7000 evra pre nego što je novac postao pravi novac. Ako mogu da isplatim najviše 880 evra, koja je svrha klađenja od 6000/7000 evra? Ovo ne može biti logično, zar ne? Kada sam osvojio veliki iznos, klađenje je već bilo uloženo. Dakle, to je bio pravi novac, a ne bonus novac.
Dear Adam,
For the 80 euro bonus that I received, I first had to transfer 80 euros myself and wager between 6000/7000 euros before the money became real money. If I can only pay out a maximum of 880 euros, what is the point of the wagering of 6000/7000 euros? This can't be logical, can it? When I won the big amount, the wagering had already been wagered. So it was real money and not bonus money.
Poštovani Sener85,
Izvinjavam se zbog zakašnjelog odgovora.
Da li sam dobro razumeo da nakon što ste ispunili uslov za klađenje, sav novac vam je prikazan kao pravi novac na vašem računu?
Takođe sam zamolio kazino da pojasni kako se primenjuju pravila bonusa.
srdačan pozdrav,
Adame
Dear Sener85,
Apologies for my delayed response.
Do I understand correctly that after you completed the wagering requirement, all of the money was displayed to you as real money on your account?
I have also asked the casino to clarify how the bonus rules are implemented.
Kind regards,
Adam
Dragi Adame,
U svakom slučaju sam vam veoma zahvalan. Bez podrške od Casino Gurua ne bih dobio ništa nazad.
Želeo bih da kažem da smatram da uslovi i odredbe gore pomenutog kazina nemaju smisla. Zato što mislim da kazino treba da olakša svojim igračima tako što će pružiti jasne informacije i ne smišljati iznenađenja nakon toga.
Prethodno sam im prebacio mnogo novca i takođe pobedio. I ne mogu da zamislim da ovo nisu primetili. Ali umesto da me upozore na njihove uslove, pustili su mi da prebacim novac sve ovo vreme. Tako da sam prevaren.
I njihovi uslovi nemaju smisla. Dobijem bonus od 80 evra, prvo moram da se kladim 6000/7000 evra i na kraju možete da isplatite najviše 880 evra. Na primer, osvojili ste 5.000 evra nakon što ste završili klađenje, novac ostaje vidljiv na vašem računu kao pravi novac, ali to je zapravo monopolski novac. Tek nakon što zatražite isplatu saznaćete da je sve pogrešno.
Imam snažan osećaj da je ovakva praksa prevara. Da je sve bilo jasno i logično, mogao sam da razumem i prihvatim. Jer to nije slučaj, ja idem za svojim novcem.
srdačan pozdrav,
Baris ******
Dear Adam,
I am very grateful to you anyway. Without support from Casino Guru I would have gotten nothing back at all.
I would like to say that I believe that the terms and conditions of the above-mentioned casino make no sense. Because I think that a casino should make it easier for its players by providing clear information and not coming up with surprises afterwards.
I have previously transferred a lot of money to them and also won. And I can't imagine they didn't notice this. But instead of warning me about their conditions, they have let me transfer money all this time. So I've been fooled.
And their terms make no sense. I get an 80 euro bonus, I first have to bet 6000/7000 euros and in the end you can pay out a maximum of 880 euros. For example, you have won 5,000 euros after you have completed the wagering, the money remains visible in your account as real money, but it is actually monopoly money. You only find out that it is all wrong after you request a payout.
I have a strong feeling that this kind of practice is a scam. If it was all clear and logical I could have understood and accepted it. Because this is not the case, I am going after my money.
Kind regards,
Baris ******
Poštovani Sener85,
Izvinjavam se zbog zakašnjelog odgovora. Pregledao sam ovaj slučaj u celini, a takođe smo interno razgovarali o slučaju.
U idealnom scenariju, kazina bi trebalo da sprovedu svoja pravila o maksimalnom bonus opkladi na nivou softvera i stoga spreče igrače da stavljaju veće opklade od dozvoljenih. Takođe, ako se bonus funkcije ne koriste, treba ih isključiti ili potpuno blokirati pristup tim igrama. Ovo efikasno uklanja sve šanse za pritužbe igrača u vezi sa pravilom maksimalne opklade, jer igrači jednostavno ne mogu da ga prekrše.
Ako sprovođenje ograničenja maksimalne opklade nije moguće jer kazino radi na softveru treće strane koji ovo ne podržava (ili iz bilo kog drugog razloga), kazino treba pažljivo da proceni svaki slučaj pojedinačno. Neki igrači mogu slučajno da prekrše pravilo, na primer, greškom kliknu na dugme 'Maksimalna opklada' na automatu. Nepravedno je kazniti ih za ovo, posebno ako nisu osvojili ništa u rundama igre sa previsokim veličinama uloga.
Mišljenja smo da je u ovom konkretnom slučaju kazino postupio u skladu sa svojim uslovima. Pravilo je jasno objašnjeno u uslovima bonusa, kao što ste ranije naveli, i nema dokaza koji bi sugerisali da je dodato nakon što je vaša žalba registrovana. Većina opklada koje ste napravili dok ste kladili bonus bila je u suprotnosti sa ovim pravilom.
Razumem da ste tada mogli da nastavite da kockate nakon bonusa, da vam je stanje prikazano kao pravi novac i da se nikakva ograničenja ne primenjuju dok se ne zatraži povlačenje.
Objasnili smo kazinu da način na koji ovaj bonus funkcioniše nije prilagođen korisniku i da je protiv naših politika poštenog kockanja. Pretvaranje bilansa iz bonusa u pravi novac i neprimenjivanje pravila maksimalne isplate odmah će izazvati samo probleme, jer će većina igrača pretpostaviti da tada igraju sa stvarnim sredstvima. To znači da igrač i dalje može da kocka i gubi, ali nema priliku da dalje pobedi.
Međutim, u ovoj konkretnoj situaciji, kazino vam je i dalje vratio maksimalnu nagradu za ovaj bonus, i smatramo da je ovo odgovarajući zaključak s obzirom na kršenje pravila maksimalne opklade.
Shodno tome, nismo u mogućnosti da dalje pomažemo i sada ćemo zatvoriti žalbu.
srdačan pozdrav,
Adame
Dear Sener85,
I apologize for my delayed response. I have been reviewing this case in its entirety, and we have also discussed the case here internally.
In an ideal scenario, casinos should enforce their bonus maximum bet rules at the software level and therefore prevent players from placing higher bets than allowed. Also, if bonus features should not be used, they should be turned off, or access to those games should be blocked completely. This effectively removes all chances of player complaints related to the max bet rule, as players simply can't break it.
If enforcing max bet limits is not possible because the casino runs on third-party software that doesn't support this (or for any other reason), the casino should carefully judge each case individually. Some players may break the rule by accident, e.g., by clicking the 'Max Bet' button on a slot machine by mistake. It is unfair to punish them for this, especially if they didn't win anything in the game rounds with over-the-top bet sizes.
We are of the opinion that, in this particular case, the casino has acted in accordance with its terms and conditions. The rule is clearly explained in the bonus terms, as you have stated earlier, and there is no proof to suggest it has been added after your complaint has been registered. The majority of the bets you made while wagering the bonus were in breach of this rule.
I understand that you have then been able to continue to gamble after the bonus, that the balance was displayed to you as real money, and that no limits are applied until a withdrawal is requested.
We have explained to the casino that the way this bonus works is not user friendly, and against our policies on fair gambling. Converting the balance from bonus to real money and not applying the max cashout rule immediately will only cause problems, because most players will assume that they are then playing with real funds. This means a player can still gamble and lose, but has no opportunity to win further.
However, in this particular situation, the casino has still returned the maximum award for this bonus to you, and we consider this to be an appropriate conclusion considering the breach of the maximum bet rules.
Consequently, we are unable to assist any further and will now close the complaint.
Kind regards,
Adam
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
