Complaint #15 Das Ist Casino

Lack of response about a refund

By Lukasz M.

9 years ago

Message on forum

Hi,

As instructed in an email i'm re-submitting my complaint with a screenshot attachment.

This complaint is about the lack of response regarding my refund.

After losing my first deposit and bonus i made a second one of 150E and i won 300E at roulette- see the following three discarded withdrawals ( i had 0.03E left in my account after playing with bonus and on this occasion they decided to confiscate my winnings made with the 2nd deposit because i was betting more than 5E wich is max bet for bonus play, and the fact that i have only had 0.03E left in my account and 99.94 % of the bets that i made where done with my own money didnt matter)

After discarding my withdrawals they send me an email saying that they confiscate my winngins and refund my deposit but they only put 50E back in my account so this complaint is about making good on the ammount, wich should be 150E.

I wrote a review wich in i described this whole case and they responed with this :

Dear Sutek123,

according to win confiscation could you, please, send your request to support@dasistcasino.com and if in a fact a part of your deposit was confiscated, we will return you a rest.

Unfortunately if you exceed bets by wagering requirements, system does not stop your play. That is why you have to read casino’s rules before start playing .

Support Team works 24/7, it can happen that you need wait for some time. But you have also opportunity to send your request via email. The response you will get usually during of 2 hours.

Best regards,
Das ist casino Team

I did what they said above and got no response at all not by email and not on live chat, in fact every time i tried to contact live chat i only got an infuriating phrase along the lines of " we will look into this issue and let you know as soon as possible" days gone by and nothing happend.

Best Regards
Lukasz

Disputed Casino Das Ist Casino

Reason Refund declined

Amount €100

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 player has placed bets higher then allowed. Player by these actions breached casinos terms #7b:

"Play through (wagering) requirements should first be met before the player can bet an amount higher than €5/RUB300 or with the equivalent of 0.025 BTC. Included in this are double up wagers after a game round has been completed."

AskGamblers Complaints Team now have no reason to doubt in justification which Das Ist Casino provided in regards of this complaints case. Based on the above, and the fact that the player has confirmed that deposit in question has been refunded, 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.

sutek123

• Poland • 3 reviews

9 years ago

Hi,

I confirm receiving the 100E, but during this complaint course it's become clear that the confiscation itself wasn't justified and must have been a mistake, i have assumed that the 0.03E i had in my account was a bonus but it in fact was already wagered so only this amount should be subjected to confiscations.

Dasistcasino has not responded to that, so my question is to the moderation, should we somehow proceed here or should i put it in order and open a new complaint?

Regards

Lukasz

Das Ist Casino

• Representative

9 years ago

Dear Lukasz,

After a detailed check of your account we refunded the amount of your deposit.
You can withdraw your funds.

Best regards,
Das ist Casino Team

sutek123

• Poland • 3 reviews

9 years ago

It looks that my account has been flagged as one that breaches the rules, and they could adjust the system in a way that would worn the player that the breach is about to happen but they chose to set a trap, flag those accounts and then after the playing is done confiscate the money if player makes profit. But this period was closed as the screenchots prove. Last bonus done at 21:08 And i had put new money into my account at 21:11 . And by the time i had won and made a withdrawal and their team looked at it i still had been flaged about the breach so they confiscated my money without analyzing the deposits and history of bets thus where the money came from, and decided to refund a deposit that was visible as last and had no involvment in the cas , im speachless to the extent of either their incompetence or maliciousness

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

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