We’ve reopened this complaint at the request of Dbosses Casino. We received the following message:
Good morning kiravoknaj80 and Peter,
First and foremost, we apologize for the long wait.
In August 2024, DBosses Casino came under new ownership. Since your complaint was filed before the transition, our new management team was only recently made aware of it. Despite the time that has passed, we would still like to address your concerns.
I will begin by summarizing your complaint.
On 15 March at 10:09, kiravoknaj80 registered at the casino. As stated on our website and during the registration process, a welcome bonus was available to kiravoknaj80 . For clarity, the welcome bonus consists of three steps, based on three deposits. The first step, which is relevant in this case, offers a 100% deposit bonus up to a maximum of €500.
kiravoknaj80 made a deposit of €190.55 on 15 March at 10:24. Shortly after, at 10:27, he manually claimed the bonus via their personal account page, resulting in a total of €381,10 bonus balance. Later that day, at 11:39, kiravoknaj80 contacted customer support to inquire about the expiry date of the bonus. The agent informed him that the bonus would be valid for 30 days.
On March 21st, On 21 March, the first game was played, and the first bet was placed. A day later, on 22 March, kiravoknaj80 contacted the Casino again to report that their bonus balance of €947, had disappeared. The agent explained that the bonus had expired because the wagering requirements had not been met within the required timeframe.
kiravoknaj80 believed they had 30 days to use the bonus, while the casino clarified that this was correct. However, it was also stated that once activated, the bonus must meet the wagering requirements within seven days.
Following this, kiravoknaj80 expressed his dissatisfaction, which ultimately led to this complaint.
The Casino´´´ s clarification of this situation is as follows:
In the Terms & Conditions as provided by kiravoknaj80 , article 2.5.5 states that one has 7 days to claim the welcome bonus.
Article 2.5.12 explains that once claimed, players have 30 days to earn the complete welcome bonus, steps 1-3.
Lastly, article 1.7. notifies players that ´ Unless otherwise stated, active Bonus must be wagered within 7 days of issue, otherwise both bonus funds & winnings associated with the relevant bonus will be forfeited.´
Based on these articles in the general bonus terms and conditions, the bonus balance was automatically voided on 22 March 2024.
If you wish, I can send you the necessary screenshots of the account and the communication between DBosses Casino and kiravoknaj80 to your email address.
Looking forward to hearing from you. Have a nice weekend!
Best regards,
Emmy
DBosses Casino
