Das ist Casino Support and Complaints Thread

Hello Everyone!

My name is Alexander and I'm happy to represent Das ist Casino here, at LCB forum.

We are a newly opened casino, so everything is fresh & hot! ;)

What concerns promos, we offer a First Deposit Bonus. Apart from that, all players can participate in the "Adventure", our unique casino journey across all German lands during which one can collect amazing bonuses or freespins!

As stated on our website, "made in Germany", which means lightning-fast cashouts, 24/7 support service, and 100% security.

I bet you won't have any troubles, but if you will, just bear in mind that I will always be here to help you.

It would be great to hear your reviews!

Das ist Casino Team wishes you good luck!

Welcome on board!  

Dear Lily, robby8111 and MelissaN!

Nice to meet you! Thanks! :)

Welcome Alexander 

Wellcome on board !!

Thinking about dep in ur casi during last week.still thinking. I'm a philosopher*)

 Dear Anchi and alexander.subbotin.1,

Thank you for the warm welcome!

We will be glad to see you! :D

Hi Everyone!

We have some good news! Fresh amazing games have recently become available at our casino: "FairyTale Legends: Red Riding Hood" by Netent, "Paranormal Activity" by Isoftbet and "Twerk" by Endorphina! Feel free to check them out and have some great time playing! ;)

Besides, don't forget you can always drop me a line if you need assistance.

Have a good day!

Das ist Casin Team

Hello Everyone!

My name is Anastasia and I'm happy to represent Das ist Casino at LCB forum.

We've added the new game by Netent - Secrets of Christmas! We hope that you will like it!

Besides, don't forget you can always drop me a line if you need assistance.

Best regards,

Das ist Casino Team

Hi anastasia,

I want to know plz why you left us from the weekly dasist contest ??

HI aymenpronet,

Anastasia will reply shortly. We've notified her.

Dasist casino has not HONORED by refunding my depsoits.

I was able to register and account and was able to deposit and play in this casino.

The casino closed my account and refuses to refund my money. I am form the USA.

The casino asked me to send documents to prove this which I did.

What happens after I send in my documents:No refund they CLOSE My Account!!!

I even had to contact SOFT Swiss regarding this.

The casino SHOULD have had proper protocols in place to recognize ip address and their locations  other casinos have this in place to prevent registration.

All wages depsoits are null and void.

This casino is BREACHING its own terms and conditions :

If you are a player from the UK, US or any of its states, you won't be allowed to play real money wagering games including bitcoins. Players from Spain are also excluded from placing bets on the website.

It is not my fault that the casino let me register and deposit.  The casino has lliabilty for failing to establish proper identification software as stated above.

The casino  even sent an emai to me:

Dear Player,

As you know, we don't accept players from the USA and some other countries where online gambling is prohibited by law. Once the player is recognized as american he is banned as should be.
Thank you for pointing out the issues with our automated system of location recognizing, now we're in the process of adjusting the tech to correctly exclude future american players.
Please, accept our apologies for all inconveniences you have faced.

 This is unaccetable "As you know"?????

How am I suppose to know, the casino allowed me to register and deposit and play. The casino admits their ARE flaws on their end with software.

If this casino is honorable, which so far they are not  REFUND my deposits so this does not happen again.

Sorry to hear that Space1000. Please PM me your casino username and we're going to contact the casino on your behalf. 

Melissa-

chief29

It's been forwarded to the casino. We hope the casino rep will respond here shortly. 

Melissa-

I truly hope so considering the fact that this casino  asked me to send in documents proving the validity of my claim and ackowledging that their casino has FLAWS which this could have been prevented.

I mean 2 bitcoins  and the casino cant be honorable by refunding???

Hi Space 1000,

according to our automated system of location recognizing, it will be fixed in the near future. Please, accept our apologies for all inconveniences.
But at the same time you agreed manually with our Terms and Conditions by signing up in such way you confirmed that you are not from blacklist countries. It is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the Games. 

The Casino, its directors, employees, partners, service providers:

• do not warrant that the software or the Website is/are fit for their purpose;
• do not warrant that the software and Website are free from errors;
•shall not be liable for any loss, costs, expenses or damages, whether direct, indirect, special, consequential, incidental or otherwise, arising in relation to Your use of the Website or Your participation in the Games.

The final decision is that we can't return funds.



Best regards,
DasIstCasino Team

Comletely unacceptable. This casino should be put on a warning list.

Awful  just awful.

I recently opened a account at Dasist Casino. After playing a bit with their no deposit bonus I cancelled it and made a deposit in my account. I got asked for a selfie which I send in. 24 hours later my account were disabled and Live Support only said that he can't say why and I am not going to receive refund even for the deposit I made. I didn't even get a email or nothing with some kind of explanation. Please help me get my money back I've won 0.22 btc and made a deposit of 0.005 btc. They don't want to give anything back to me. My email at the casino is [email protected].

Hi donvon2946,

We are going to notify a casino rep to address you here. Your message and username will be forwarded to the casino. No worries. 

Hi Donvon 2946,

your account was closed without return deposit because of fraud action. You abused system by playing no deposit freespins. You placed bets on different games at the same time. Casino Managment reserves the right to confiscate winnings upon fraud.




Best regards,
Das ist casino Team

 

Hi i played on das ist casino occasionally in the past years and always found weird how low i would contribute to wager but since i lost i wouldn't care too much since today where i wagered over 100 mbtc and it said i had wagered 64mbtc. So i asked support about it and they told me geisha slot contribute 60%. But in the bonus terms there si no mention of slot contribution or list. I ask support to provide me with a list of the slot contribution that come from the terms of services and i was provided with that answer. https://imgur.com/a/KOuRmLQ . So support told me they don't provide or warn players of different game contribution to wager on purpose because they change them as they wish without warning or without telling any players. It's obvious fraud and they are openly cheating players and their wager. Direx n.v. casinos in past weeks turned into full out scamming and cheating and removing all kind of bonus offers so i wasn't too surprised to find a flaw/cheat in there as well. They are really making me want to quit slots more than ever, it's not fun anymore to know for sure the casinos are cheating and scamming you upfront and don't even care about it. The industry is dying as of now and the casinos are really making it go faster than it should.

Hi Fredos, 

Sorry to hear about that. Please provide us with your casino username and we'll get in touch with them and ask to look into your account. We're also going to ask about game contibution. It should be stated in their t&c. 

It has been a while since the last complaint against Das Ist Casino.

I have checked the bonus terms and indeed I couldn't find it anywhere that Geisha slot counts only 60% towards the wagering, so pay up Das Ist Casino because this is indeed a rogue behavior, you don't make new rules because you feel like it.

Mojo Jojo if you look the imgur if it still works from support chat they say they don't provide list of wager contribution because of the providers that can change them at anytime or something, super shady and complete nonsense as you cannot just change randomly wager contribution of slots and not tell the players.

They have the right to change them indeed but they cannot hide them from the players, that's crazy and it's cheating in my book. They just do not like winners and no single casino does, that's a fact but they all need to be fair. Take a screenshot of their bonus terms to back you up when they giving you a hard time but I'm hoping it will be solved asap.

I didn't win, i just lost and realized the wager was not doing it then asked myself if in the past i got caught and lost to such scheme on that site where i shouldve won but hidden wager contribution pushed me to the loss.

I understand, it's a shame that they are winning. Terms shouldn't be hidded in the first place and I wouldn't give this casino another try if I was you.

especially since it's 50x wager already, then slots have different contribution.. so going in 50-100x+ wager without even knowing. Reminds me of wild blaster casino another direx nv all happy to say they lowered wager to 35x.. but don't mention the fact it's now d+b and so their reload 55% is like 100x wager.

I'd rather have 50x wagering on bonus only than 35x on d+b. It sounds low but it's in fact higher than the 50x bonus only wagering.

Nowadays its better to play without bonus money because  the casinos are making new rules that will favor them. Someone should keep an eye on that, before you know it, your winning chance is less than zero.

i've heard casinos had a bad 2018 and since then they cut on the deals, they change wager, they delay payments, they ask some random new docs out of nowhere asking stuff that is not even technologically possible in 2019 to give lol. Like one asking me to have a clear picture of me holding my id but needed my face to be HD along with the id card HD to be able to read clearly.. like i'm not photographer or something but i know the camera cant zoom and HD both backgorund and front.. no? hehe

Next time a casino ask you for that, smack your ID on your forehead, if that's not clear enough then I wouldn't know what is.

When it comes from some small shady casinos we kinda know what we were going for when we signed up... but when it comes from the top brands of online gambling it's desperating.

Well, I understand your point of view, however I also understand why some legit casinos do this. There are a lot of fake players out there who abuse bonuses especially no deposit bonuses to score free money and they are to blame for this and you can't do anything about it.

It would be badly needed to have some kind of place offering to identify players and then use this identification to verify with casinos instead of having to go through all of this every single time. But i guess casinos wouldn't like this since the delay and making ID as hard as possible is a very good tool used to make the players reverse.

Well friend, reversing the withdrawal is and will always be the player's choice but indeed account verification could be a pain in the rear-end and one of the many reason to reverse your withdrawal till it's verified. This is also one of the reasons why I always verify my account first before making a deposit so they don't have any excuse to delay the withdrawals. Don't be surprised in the next future, account verification happens only via video chat.

Hi fredos386, thanks for providing your casino username. The Casino Rep has been notified. Keep you posted. 

@fredos386 - We've got a reply, the Casino Rep confirmed that they are looking into your account. Please keep an eye on this thread for the updates. 

Glad to e-meet you all! 
fredos386, I have looked through your account and this issue, I have also read all your conversation with support and I have a solution for it! :) 
This dispute was caused by our mistake and we have now fixed it all. 
The point which is connected the bonus contribution in different games was added to the T&C. 
Also, according to your words "I wagered over 100 mbtc and it said i had wagered 64mbtc", so the 36mBTC were missing.. 
I have already credited your account with these funds + you were given a couple of spins in order to reclaim our fault. 
We are really sorry for that and we hope that we can resolve it all and make you happy with this solution.. 
Hope to hear back from you! 

Sincerely yours,
DasIst Casino. 

Thank you i received the email and went to the site but everything came with 50x wagering and such meaning i had 1800 mbtc to wager... I tried but hmmm would've needed a seriously miracle to be able to do anything with such a monster wager but heh. Glad to hear you added the contribution to the terms.

Happy to hear back from you, fredos386!
I have an answer for you as always :) 
You have made a deposit with your own funds and you were credited with the freespins bonus on it.
You started to play on your own funds and you have lost it. 
After that you spinned all the FS and won an amount of 0.03157 BTC. 
And the problem with the bonus contribution was exactly when you were playing with the bonus and the wager of this bonus is 50.
You were credited back with the amount which is even bigger then your won from these freespins, but ofcourse the wager remained the same, I think this is a fair enough deal :) 
Hope my answer has enough reasons to resolve it and hope you can agree with me. 
If no - I am ready to listen your thoughts about it. 
Hope to hear back from you! 

Sincerely yours,
DasIst Casino.

I feel u. Depositing with btc is anymous but it can hurt u. If u have a problem with merchant u have to deal with him. If merchant doesn't want to cooperate it will be difficult to get your monies. I f u deposited with a cc and they fuck u can call your bank and they wiil help you.

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Dear All,

I registered at this casino but my winnings were confiscated and account closed.

Duplicate account was the reason but I only have one account.

Please assist in reinstating my account and returning back the money in my account.

I had asked initially if my account was in good standing and they had confirmed that it was but upon withdrawal I had issues and my money was stolen.

Please assist.

Email was : [email protected]

Thank you

Hello INTERPOL7771,

We've sent an email to the Casino Representative and asked him to look into your case. Please keep an eye on this thread.

Thank you

Hi Sydney,

Any feedback from the casino rep?

Hello INTERPOL7771,

No, we still haven't received a reply from the casino. Please note that most of the Casino Representatives don't work on weekends. If we don't hear from them today, we'll send them another reminder email.

Hello and glad to e-meet you! 

I have checked your account and I am really sorry to tell that but you really have duplicates. 
The duplicates were made with the same details as yours, so you were just making different accounts with the same details in order to abuse no-deposit bonuses, what is restricted by the T&C.

That was the reason why your account was disabled and all the winnings were confiscated. 

We are a fair casino and if the player hasn't broken any Rules we will always withdraw his winnings!
If we see that that the player is fair we are always ready to help him and on Friday we have withdrawn 10.000 EUR despite the fact that we have a weekly limit of 2500 EUR. 

So we always withdraw the FAIR winnings!

Hope this complaint  can be resolved!

BR, 
Yours DasIst Casino! 

Hi Dasist Casino,

I always ensure that I enquire about any duplicates prior to depositing etc as there are too many fraudulent casinos that claim a multiple account breach to confiscate winnings.

Like I said I had enquired if I had any duplicates and was told that myaccount is in good standing.

I do not understand the statement about the 10,000euro etc as I never withdrew any money as yet from your establishment.

I kindly ask you to pay my winnings and reopen my account as I had chatted on multiple occasions with live support and nobody told me about a breach.

Can you kindly keep this account open,pay me my winnings (especially when it is that small), and close any so called duplicates that are associated to me.

PS.  I hope we can resolve amicably as I had no intention of misleading anyone.

Can this complaint please be resolved amicably as this is the first time trying to withdraw from this casino and all I want is my winnings and only this one account to remain open.

I had never intended to abuse any promotions and had enquired about any duplicates when opening the account.

I hope to hear from you soon @Dasistcasino so we can move forward please.