Complaint #21 Das Ist Casino

Refusing to pay big win due to retrospective change of terms!

By Abdelwahab T.

9 years ago

I made a withdrawal after winning keep getting an answer we are waiting for our managers approval. since a few days.

before i deposited i was very clear to chat service about withdrawing time frame they made it very clearly that its instant to e-wallet or BTC. or a few minutes. I contact them every day have written mails to their support but no replies the only thing i get to hear on the chat service waiting for managers approval you have to wait Sir.

i made 2 withdrawal now first of 9000 euro to Cubits and the second to an amount of 3800 euro Bank. still have on the account an amount of 1821 euros. now i applied for a Self-exclusion for a period of 6 months thought maybe they will pay me out then if i do not play. after that i tried to contact chat about withdrawing the amount of 1821 that is left but no responce.

they told me they are not going to payout cause of switching countries i ll send you the script and they changed the therms for the netherlands. i registered my account on my dutch adress but i live in the netherlands and in germany i deposited a few times from the netherlands with a paysafecard and a few times with my german bank account. an onte time over cubits 10 or 11 euro.

they closed my account now

i had my home adress german ip adress when i was playing and made the winnings.

i will also send the chat transcripts i have from them. hope and please why to they do this they changed the terms they say the 21st of april 2017.

that is nonsence

Hope you can mean any thing to me>

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 player had opened more than one account. Player by these actions violated general casino term #1.21, 1.22

"1.21 Each player can create only one personal user account. Creating multiple user accounts by a player can lead to termination of the accounts. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors.

1.22 Also any returns, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account."

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.

Inactive user

9 years ago

Hi again,

I did send a mail to SoftSwiss.com asking about who pays the winnings and if winnings are going to or are payed yet.
that's worth investigating that you guys keep the money but they payed out. its their slot in the end.

Inactive user

9 years ago

Another thing i have to addresses that is why it seems for you i switch or shift between countries. why doesn't some one warn the player when depositing and depositing over and over again until he wants to withdrawals i can charge u with this in Germany if u call yourself a German casino.

Dear Anastasia,

as i sad earlier in my mails to support@dasistcasino.com by end of the week if i dont get my winnings i will start a police charge in Germany and Europe. this is the advice i got from my lawyer in Germany as you know all charges may come for dasistcasino in the end.

A. Talab

Inactive user

9 years ago

Hi i will begin by saying i did ask your college Konstantin before i opened the account if i have a duplicate account. all chats are being save for a period of time this you can check second of all i was told players from The Netherlands are not allowed to play real money so i opened a new account the 03.05.2017 registered with my German address that i have. the 3rd of may is after you closed the account so do not give me such stupid reasons.

as you can also see the last account i signed up for yesterday after you closed my account that i deposited on. and i think you can check that i did not play on any other account then the account i made my winnings. i played only with the account [email protected]. and did not have any multiple betting strategies. this you can check. i really think that dasistcasino is amateur with no experience how the legal things work. you can check every chat i made and even after that you are telling me i had 3 account this is extortion in a very easy way.

all other casinos if you put your name they would tell you dear player we found multiple accounts with is. or wont let me register a new one. you are telling me after some that some one makes deposits and wins you can tell him this.
i do not think dasistcasino does know the gambling law good enough.

i demand process all the withdrawals i made and withdraw money left on account.

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