Complaint #19 Das Ist Casino

Unfailry declined cashout

By Erika V.

9 years ago

Dear Askgamblers Support!

Yesterday I heard about an online casino where other hungarians are playing. So I decided to try it out. Frist of all I read carefully the terms and conditions.I did not found any excluding reasons so I did my registration. I made my first deposit (30 euros) got my welcome bonus and started to play. When I finished wagering my bonus I had 1400 euros so I did a withdraw request via skrill. After that I got a mail from the casino. It contained that everything is all right and will get my winnings if verificate my account and I upload my documents. The live support gave me instructions how to do this. And he told me that if it ready they will cashout my winnings. I did every single step as I was told ( I made the requested photos and I uploaded them). Today i logged in to my account and started to chat agian the live support and I told them, that i m ready with my duties. Than he said that my winnings won t be paid, just my deposit, because hungary is banned. I am absolutely sure that this information was not included in the T&C. I can prove my right in many ways. I will send attached file in this letter as evidence. It will contain e-mails from casino and chats with the live support. I signed up, I played, I made the deposit and I got the welcome bonus and free spins. What do you think how can I do this from a country which is banned? The answer is very simple: - My country was banned this morning. In my opinion they updated the T&C for only one purpose: to decline my withdraw request. In other online casinos where hungary is banned I can t even make an account! I think that it is not my foult. Why I can t get my winnings in a casino where I can play, sign up, get bonuses, make a deposit and loose. I can only agree with the decline of my winnings if I can t sign up in the first place just like in other online casinos. Until this morning there wasn t any problem with the withdraw and the e-mail and the live support told me at night that if I do my verification I will get my winnings. They should have warned me for the first time yesterday evening. Have they been lying to me all night? If I m right in the european union there is a free market and I am a citizen of one of the Eu-s countries.
With all of this evidences I can t accept the decision of the casino. Please investigate my issue thoroughly.
It is obvious that they lied to me all the way up the line.
I tried to deal with casino account manager but they refused me, that is why I asking you.
I do not feel guilty at all.
Please check the attachement what contains the evidences...

I m looking forward to hearing from you.
Best wishes, Erika < surname removed >.

Disputed Casino Das Ist Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Das Ist Casino where it is clearly displayed that players from Hungary are not allowed to deposit and play real money games, on the date when the player has registered account at Das Ist Casino. The player by this act breached casino term #1.9:

"Users from the following countries are not allowed to deposit and play real money games: Belgium, Bulgaria, Canada, Denmark, Hungary, Italy, Poland, Romania, Spain, UK, US and its territories. The casino cannot guarantee successful processing of withdrawals or refunds in the event that user breaches Banned Countries policy."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Das Ist Casino.

Das Ist Casino

• Representative

9 years ago

Hi Erika,

we will send to support Askgamblers screenshots which show the date of account's creation and the date of last changes in our terms.

We infrom you after their response as soon as possible.

Best regards,
Anastasia

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

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