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My winnings of 7950 euros were revoked following an "illegal" bonus of 25 per bet (10 euros).

Mi è stata revocata una vincita di 7950 euro a seguito di un bonus di 25 per bet "illegale"(10 eu).

Dear everythingfading,

Thank you very much for submitting your complaint. I’m sorry to hear about the revocation of your winnings.

To better understand and assist you with your case, could you please clarify the following points:

• Do we understand correctly that the casino claims you breached the maximum bet rule while using a bonus, specifically exceeding the allowed €10 per bet?
• Were you made aware of the maximum bet restriction in the bonus terms and conditions at the time of your gameplay?
• Have you received any official communication from the casino regarding the revocation of your winnings, such as emails or notifications explaining their decision? If so, could you share them with us?
• Have you previously withdrawn winnings from this casino under similar circumstances, and if yes, were there any issues?

If you have any additional documentation or correspondence with the casino (e.g., chat transcripts, screenshots of terms and conditions, or their responses), please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to investigate and mediate this matter effectively. Without your input and supporting evidence, we won’t be able to move forward with the case.

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 the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Certo,ho letto dopo che la puntata massima fosse di 5 euro,ma ovviamente non ero a conoscenza.già una volta ho avuto problemi con un altro bonus che mi è stato però rimborsato(1000 eu da rigiocare1x) a seguito di segnalazione.

Trascrivo la mail arrivata

Charlotte (CustomerSupport)

15 Dec 2024, 10:12 EET

Hello Domenico,

We hope this email finds you well!

We are contacting you to inform you of an essential adjustment made to your payout in accordance with the terms and conditions associated with the Bonus Booster 25EUR bonus you received. Upon a detailed review of your gaming activity, we can see that bets over €5 / $5 / C$8 (or equivalent in any other currency) were placed. This is explicitly prohibited under the terms governing all bonuses.

The maximum amount you are allowed to bet per spin when playing with a bonus is €5 / $5 / C$8 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met.

DublinBet reserves the right to revoke and/or cancel any bonuses we judge may have been obtained by misuse of the system.

If we suspect that a player has sought only to exploit a bonus offered in good faith, or in the event that we identify irregular playing patterns, we reserve the right to prevent that player from cashing out funds and/or withhold any winnings derived from the bonus

In accordance to this 7,950.75EUR has been removed from your balance.

Should you require additional assistance, please don't hesitate to reach out.

Wishing you a wonderful day ahead!

Kind regards,

Customer Service Representative

You can also contact us via our live chat, which is open 24/7

Hi everythingfading,

Thank you for providing additional details in your previous reply.

To help us better understand your situation and assist you effectively, I’d like to ask a couple of clarifying questions:

• Are you aware of having placed bets greater than the maximum allowed limit of €5 while playing with the Bonus Booster 25EUR bonus?
• If so, could you estimate how many such bets were placed during your gameplay?

Thank you in advance for your reply.

Yes, about 95 spins at bet 10, and I used the 25 euro booster bonus.

Changed slot, put max bet for the last 95 shots

Si,95 spin circa a bet 10,e ho utilizzato il bonus booster di 25 euro.

Cambiato slot,messo max bet per gli ultimi 95 tiri corca

Hi everythingfading,

Thank you for your reply and for providing more details about your gameplay.

I’m sorry to inform you that since you breached the maximum bet limit of €5 so many times (about 95 spins at €10), we are unable to proceed with your complaint. While we always strive to assist players, exceeding the maximum bet allowed under bonus terms provides an unfair advantage while wagering the bonus. If it had been an isolated incident, we would have attempted to intervene on your behalf, but in this case, the violation is too significant.

I completely understand how frustrating this must feel, and I encourage you to be cautious when using bonuses in the future. Carefully reviewing the bonus terms, especially the wagering and maximum bet limits, can help avoid such situations going forward.

If you have any other concerns or issues, please don’t hesitate to reach out to us again.

Best regards,

Petronela

Casino.Guru