Complaint #14 Das Ist Casino

Not paying on time my winnings

By bart1981

9 years ago

After seeing nice reviews on here and askgamblers giving dasistcasino a very high score I decided to signed up and try the casino.
My first experience was good, I made it trough the wagering requierements of the first deposit bonus, got fully verified uploading documents, and made a nice withdrawal. It was a bank wire transfer which was on my bank account the very next day. I thanked support team and even wrote a nice review on here (I asked Askgamblers to remove this).

Within minutes after I saw my cashout was approved I decided to deposit 100 euro (with no bonus) and try my luck again. To my surprise I got very lucky on slots again and I now have 3 pending withdrawals, in total 1800 euro. Here is where the problems start.

On monday the 20th of february all withdrawals were still pending. I asked live support when they would be processed and their answer was that the managers are still checking it and that it would not take more then 48 hours. On their FAQ it says withdrawals are processed within 12 hours, but in the withdrawal options menu it says 1-3 bank working days for bank wire transfer, so lets stick to that.

This period has now passed, and my withdrawals are still pending. Live support cant help me and my email to support was never answered.

Can you please help me with this issue Im having with dasistcasino? I know I got very lucky, but I won this money fair playing at their casino. I even took a lot of risk by reversing some withdrawals and playing some more, so I could just as well lost a lot. But now that I won, it seems they do not want to pay out my winnings.

Disputed Casino Das Ist Casino

Reason Delayed payment

Amount €1800

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Inactive user

9 years ago

I received the money in my bank account today.

Thankyou Askgamblers for giving me the opportunity to file this complaint. It is resolved now.

Das Ist Casino

• Representative

9 years ago

Dear Bart1981,

please accept our apologies for the payment delay. According to the rules 1.26 "The Casino reserves the right to retain payments, if suspicion or evidence exists of manipulation of the casino system..." Because of increasing cases of abuse, your account has passed check on fraud and no breach of rules had taken place. The payment was successfully processed and money has been transferred to your account. You will get win within 3-5 working banking days.

As for the bets, in profile a player sees only the latest placed bets. If you want to know the earlier sum bets, contact, please, our Support Team. Support agents provide you this information.

Kind regards,
Das ist Casino

Inactive user

9 years ago

I also want to add that since today almost my entire bets history has been removed. Chat support told me it should be visible but it is not (see screenshot). I have saved it before, but somehow this looks strange to me.

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