Complaint #17 Das Ist Casino

Continued Withdrawal Delays

By katapeth

9 years ago

Message on forum

I signed up for the casino from a link I received from an ASKGAMBLERS email, on Feb 11, and made a $200 deposit, earning their Welcome bonus.

I completed the wagering requirements with a balance of $2,375 and requested a withdrawal. I submitted all required KYC documents and received an email on Feb 15 confirming that I was fully verified. That day I requested a withdrawal back to the card I deposited with. The casino replied the next day informing they could not process the withdrawal to my card, and offered Neteller, Skrill, and Bank Transfer as alternatives. As Neteller and Skrill do not operate in my country, I chose bank transfer, and on Feb 19 I sent them my banking information.

I waited a few weeks and logged into my casino account in early March only to notice my funds back on my casino account. I engaged in multiple chats only to learn that they could not process a bank transfer either. I was never notified of this. The casino offered another option, Trustly, which is European only and not an option for my country. Finally, I was told I could sign up for a Cubits account, they would convert my funds to EUR and could be paid this way. I obliged, and signed up for a Cubits account the same day and passed all their verification requirements, on March 11. I was informed I would receive the information necessary to process the withdrawal ASAP.

Since then, I have engaged in multiple chats, without any progress. I keep being told to check back later in the day, or the next day, but every time they have no updates, nor are they able to tell me when my withdrawal will be processed. My funds are stuck with their finance department and their is no timeline for the withdrawal

They have made me a VIP, and the VIP host has attempted to get me to play more and take more bonus offers. I enjoyed the game selection and would be happy to keep playing here again, but only after they have gained my complete trust and processed my withdrawal.

It has been over a month since I was verified and my initial withdrawal request was made. I have been very flexible with the casino, and accepted all withdrawal options they have offered that are eligible for my country. I ask that ASKGAMBLERS follow up with the casino and assist in getting my withdrawal processed in an expedient manner.

Disputed Casino Das Ist Casino

Reason Delayed payment

Amount $2375

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team requested additional evidence and information from the Das Ist Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

katapeth

• Canada

9 years ago

Hi Askgamblers,

Please confirm the casino has forwarded information regarding this case to you.

Please ensure you use the terms that were in place during February when I registered my account and played, when reviewing this information. The casino has modified multiple terms within the past week, general terms and bonus terms, including to now restricting Canadians from real money play (The change is so recent that the AskGamblers review for DasIst Casino still shows players from Canada as welcome to play!).

Thank you for reviewing this matter.

Das Ist Casino

• Representative

9 years ago

Dear Katapeth,

all proofs will be sent to Askgamblers Team. As soon as we get a response, we will inform you.

Best regards,
Das ist Casino Team

katapeth

• Canada

9 years ago

Hi Askgamblers,

Since my complaint has been published (and I assume the casino contacted) they have now suddenly changed their minds and decided to confiscate my winnings. I just received the email below.

"Dear Player,

According to our Terms: "Casino can consider any repeated betting pattern as game manipulation and will confiscate winnings at its sole discretion. Repeated betting patterns are any 10 or more identical bets."
More our rules you can find here https://www.dasistcasino.com/bonus-terms

Therefore we should inform you that your winnings has been confiscated and your deposit has been reinstated.
After the withdrawal of the deposit your account will be closed.

Thank you for understanding!

Best regards,
Anna Schmidt
DasIstCasino"

They are now saying that making 10 identical slot spins in a row is a repeated betting pattern and considered game manipulation. Are they serious? Who doesn't play more than 10 spins at a time on a slot machine.

Additionally, this term was only added within the last week, well after I registered, deposited and completed my wagering. I have a cache of their terms from March 13th and this term does not appear. This can be supplied if needed.

Not only is their term not reasonable, it was not in place when I played. This appears to be a blatant attempt to refuse payment for valid winnings. Your assistance with this matter would be greatly appreciated ASKGAMBLERS.

Das Ist Casino Complaint Stats

Resolved 22 / 26

Avg. Amount $604

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Das Ist Casino Complaints

See all complaints for this casino

Withdraw still pending and casino is closing

I have a withdrawal from 29 July, customer service is not responding like always, only one email was received where states that this casino is closing on 23 August, several emails I’ve sent, no response, not even an automatic email nothing, usually it takes 3-5days for withdrawal to be completed, and of course the deposits are enabled without warning that casino is closing in 3 weeks.

Unresolved

€1,000

Ghosting and pending withdrawal

I won some money and made a withdrawal request for 1200 eur on Thursday 13th. Since then the withdrawal has been stuck on pending status and I’ve gotten 0 messages from the casino.

I have also sent them plenty of messages via support email and contact form, but I haven’t gotten a single answer in 5 days now. They claim to have 24/7 customer service and live chat but the chat has been offline the whole time.

It feels like this casino has been totally abandoned but they still let people deposit money. I know N1 Interactive is a big company but this feels really off for a trusted casino provider.

My suspicions grew even more as I read the latest complaint about them in here, where another customer describes exactly the same kind of behavior from the casino. I’m not sure if they ever got the money withdrawed succesfully.

Resolved

€1,200

Withdrawal 700 EUR pending for 7 days

I have played on Das Ist Casino for over 4 years.

My withdrawal of 700 euros has been pending for a week but the thing is my VIP manager ignoring my emails! Support is also the same. Live -chat is always unavailable.

They used to approve my cash outs within an hour. I was a loyal player there and lost a lot of money.

I expect them to solve this soon.

Unresolved

€700

Account closing problems

I wanna complaint about this casino not taking the responsible gaming very serious. I use the self-exclusion funktion 28 mai for 1 year since I had gambling problems. Which should mean I shouldn't suppose to play on their site for 1 year.

They let me open my account again to day, 1 week after without any problems. I just had to wait 24 hours. This shouldn't be possible, so I just lost 2x 250 euro.

I have now self-excluded my account again and this time wrote to the casino that they shouldnt let me do that.

I would like the 500 euro returned since I secured myself by closing my account for 1 year so I shouldn't supposed to have any chance playing there.

I have attach all the proves.

Resolved

Withdrawal was cancelled and Casino is not cooperating

I registered my account on the 21/01/2020 and received the bonus after playing for a few days I verified my account and completed the bonus with a total balance of 20 356 NOK. I then tried to make a withdrawal, after a few days my withdrawal was cancelled and I was informed that only bank transfer would be available and my account would be closed.

I provided a bank account with IBAN and all relevant details, I was informed that the money was sent and it would take 3-5 days. After 5 banking days no money was received and I was informed again that it would take 10-15 days. After 15 days I contacted them again and was told it could take up to 20 days. After 20 days I contacted them again and received no reply, I received an error message when emailing them telling me that the receiver inbox was full. After about 30 days from when the bank transfer was sent I was informed that bank transfers to LT bank accounts are not accepted.

I asked live support about this and was told 30 days after the money was supposed to be sent that "we don't accept LT bank accounts per our administration decision." I then was told that "The countries which bank accounts we accept - Germany, Finland, Netherlands.".

So they refuse to process my withdrawal trough EcoPayz because of "Technical issues at the moment" and they won't process bank transfer to any countries except the three listed above because of "administration decision" but they accept customers who deposit trough EcoPayz and live outside the three listed countries.

Not sure what to do except move to Germany, need help.

Resolved

kr20,356

Inadequate assistance with a problematic Neteller deposit

Hello.

I made a deposit through neteller, and the 21 euros were charged from my neteller account, but on dasistcasino it had pending status and now it has rejected status. The customer service told me that I should wait 24-72 hours until their financial department solves the issue.( I attached evidencial proof of the finalised neteller transaction) - they also did not send my money back to neteller(I attached picture about actual neteller balance with 9 HUF)

I feel unacceptable especially as a kind of Vip player on their site, to make me wait such a long time and be able to play- Before I lost such big amounts on their site, that they should react immediatelly upon such an important gamer request.

I really do not know how things work in the background, how they manage to solve an issue like this, but I assume it should not take so much time... If they see it is only 21 euros deposit and it is surely being charged from my Neteller, than credit this amount immediatelly (and let them wait 24-72 hours for the procedure- if it is really not in their hand). Or credit me 19 euros instead of 21 I do not care- it would be better deal than make me wait 72 hours!! Especially now weekend is coming, who knows how long they possinly want to expand this period of time.

Please try to make me play today, otherwise You lose a potential player.

If the payment system has its problem, and You know that maximum within 72hours the transaction will be finalised on Your site, than You can confidently credit 21 euros now on my site... Think about a solution please. I would like to play today from 21:00-22:00.

Resolved

€21

Deposit still pending for 2 days now

On November 23, I left here an excellent review for this Casino. I won't go back on my review, I think this is an excellent casino. However, I currently have a problem.

On December 20 at 11:02 p.m. I made a deposit of $ 200 through Interac, I almost always use Interac for my deposits. Since November 21, I have made deposits at Dasist Casino for around $ 8,000 and have never had a problem. Currently, it is December 22nd and it is 9:30 pm, my December 20 deposit is still pending. I have been on the chat several times to find out what is going on, but all I get is to wait a little longer. I transferred the requested documents to them, in short, for 2 days, my deposit is still pending and I do not know the reason.

A disappointed Gambler.

Resolved

$200

Deposit still pending