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Casino confiscated my winnings of 2347 euros due to the bonus expiry date. But when I finished playing on June 23, 2026, I no longer had an active bonus and the money was on my real balance. I tried to resolve this issue with the casino support but they refused to provide any confirmation. Their betting history does not work - only the last 10 bets are visible and accordingly I cannot check how much I have rolled over and whether I have completed the bonus wagering. The casino refused to provide me with a full betting history. They also do not have a bonus history and accordingly it is not visible whether the last bonus was wagered or whether it has really expired.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dbosses Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What evidence is there to suggest the bonus was already wagered at that point? How did you know the bonus had already been wagered?
• Did the casino leave any balance on your account after the supposed expiration of the bonus?
• Could you please share a screenshot of the bonus offer you received?
• Could you please share with me your communication with the casino regarding the justification for the removal of your balance? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The proof that the bonus had been wagered was the text "You have no bonuses available.". While the bonus was still active, my wagering progress was displayed there and accordingly I checked it from time to time.

The casino left nothing on the balance - even my deposit was confiscated.

I have attached a screenshot of the bonus from my email and part of the communication with the casino.

Unfortunately, I did not save the transcript of my correspondence with the casino support. There I asked to provide me with my betting history and information on how much I rolled over and whether it was really enough to complete the bonus. I was refused this without any explanation. I cannot check this myself because they only show my last 10 bets.

Dear vicentecv198086,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello vicentecv198086,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Dbosses Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide us with the user's betting history and any records which could show the exact time stamps when the bonus wagering was completed.

In case there is any additional information relevant to this case, please send it to martin.l@casino.guru. Thank you in advance for providing us with your view of the issue.

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 vicentecv198086,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Kahnawàke Gaming Commission (KGC) and submit a complaint through their official dispute resolution service. You can submit the complaint using the form on the Commission's website or by email at complaints@gamingcommission.ca.

The Commission can review the complaint, request information from the operator and investigate the circumstances of the case.

Please make sure to provide all relevant information and evidence concerning your case, including the name of the casino, your username or account details, a description of the issue, and information about the steps you have already taken to resolve the matter directly with the casino.

Complaints should generally be submitted to the Commission no earlier than 7 days and no later than 6 months after the issue first arose.

You can find more information on how to properly submit a complaint to a regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru.