Complaint #64 Das Ist Casino

Account closing problems

By Azad J.

5 years ago

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.

Disputed Casino Das Ist Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Das Ist Casino management acted in accordance with MGA SE rules, specifically:

(10) A notice by the player decreasing a definite period of self-exclusion shall be effective only after the lapse of not less than twenty-four hours from the day on which the B2C licensee receives the notice, and a notice by the player revoking an indefinite period of selfexclusion shall be effective only after the lapse of not less than seven days from the day on which the B2C licensee receives the notice.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Alexxbeastt

• Denmark • 9 reviews

5 years ago

When I used the self-exclusion funktion, 1 year was the longest i could take.

As your own terms says "Self-exclusion let us know that we need to take all measures to block your access to ur account"

And by letting me open my account again, you didnt do that.

Also the terms says nothing about , that you have to define that you have a gambling issue after using the self-exclusion function..

Askgamblers let me know if you need more proofs for me.

Das Ist Casino

• Representative

5 years ago

Hello there,

Thanks for your reply.

In case of an active definite "Self Exclusion" limit, your account may be reopened in 24 hours from the request. Before reopening you were additionally questioned your intent to reopen the account. You made the request and confirmed it.

Dear AskGamblers team, please let us know if additional proofs are required.

Kind regards,
DasIst Casino

Alexxbeastt

• Denmark • 9 reviews

5 years ago

Also here you see how the self-exclusion facility should work..

The 24 hours waiting time should be after the date set has expired , not just by request.

Das Ist Casino Complaint Stats

Resolved 22 / 26

Avg. Amount $605

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Das Ist Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 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

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

Made an instant deposit with ideal 25 hours ago. Must be instant but is still pending. Live chat is rude and keep telling me to wait and do nothing at all. Want my money to be processed or back in my bank account. It is 100 EUR and asked Live chat about 4 times but nothing happens at all. Please help me to get my money back

Resolved

€100

Failed on restricted counties

hello and thank u that u provide help on those situations.as i prove with my documents screenshots and email chat transcript that casino accept players from my country which is greece and have no restriction on bonuses.after i chat with support told me all was ok i deposit and then no bonus chat again with support and then asked me about my country i said greece i gave them a screenshot of their own rules and restrictions and waited.unfortunately ur country cant have bonuses that was the answer i said ok show me where have that mention it.i havent take a serious answer ofcourse they havent updated their rules.and that is my mistake?i demand full refund of my money,no u cant u must wager it three times to withdraw thats a rule.ironic.only the rules they want are rules.if u make a mistake u lose ur money if they do u lose again ur money :P.help me plz with that.proofs under.

Resolved

Casino does not pay 12000 kr

Casino does not pay my win 12000 Norwegian kr. At the casino there is an instant payment to the electronic wallet Skrill (see the screenshot), I have nothing. Chat is not responding, there is no reply to email. I can’t resolve this issue with the casino myself, because they simply don’t answer in the chat, and they don’t answer my email. I have made many attempts. I passed the verification process before and even received first withdrawal pretty fast as terms and conditions.

Resolved

kr12,000

Stalling on payment

Hello, 06.03.20 registered from you, on DasIstCasino, made a Deposit in rubles 3000, in $ about 50, raised to 67 thousand rubles, in $ about 1000, immediately uploaded all the documents for verification, they were checked , and I received a letter to the mail that my account is approved, the site indicates that payments within 24 hours, these terms have already been violated, no clear information is told to me. Please help me understand.

Resolved

руб.67,000