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Das Ist Casino - Continued Withdrawal Delays

UNRESOLVED
katapeth Canada
Posted on March 21, 2017.

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.

katapeth Canada
Posted on March 21, 2017.

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.

Posted on March 24, 2017.

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
Posted on March 25, 2017.

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.

AskGamblers
Posted on March 28, 2017.

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.

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