TwiceDice Casino - El retiro del jugador ha sido cancelado.

The casino refuses, citing points 6.4 and 6.5 of the bonus conditions, to pay out my winnings. I am not aware of any mistakes. The casino does not give me any information about what I should have explicitly done wrong and has blocked my account.

Das Casino weigert sich unter Berufung auf die Punkte 6.4 und 6.5 der Bonusbedingungen, mir meine Gewinne auszubezahlen. Ich bin mir keinerlei Fehler bewusst. Das Casino gibt mir auch keine Information, was ich explizit falsch gemacht haben soll und hat mein Konto gesperrt.

Dear olik25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked general bonus terms and conditions, and this is what I found https://www.twicedice.com/bonus-tc:

"6.4 Platform rules forbid abusing bonus offers and promotions. If any such abuse is discovered, the Operator reserves the right to confiscate the winnings and deny any further bonus access.

6.5 The Operator reserves the right to label a player as a "bonus seeker/abuser" if, at their sole discretion, have strong reasons to believe that the Player has abused promotions. Such instances may include, but are not limited to the following:

• Players that only use bonuses to play on their account.
• The granted bonus amount is noticeably higher than the total amount deposited by Players
• Players that use bonuses while withdrawing amounts from the deposits that have granted them access to claim those bonuses; or Players that repeatedly used the same bonus promotion."

We will contact the casino and ask for their cooperation, but, before we do so, could you please advise if you have redeemed any promotional offers previously from this casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello Petronela,

Thank you for your efforts.

I used the 3rd deposit bonus last.

I have read the bonus terms and conditions and with the best of intentions I do not know to what extent I should have violated them. I had completely converted the bonus money to the casino terms and conditions in the "Video Games" category, won and it was converted to real money. Please let the casino explain and prove exactly what I allegedly did wrong instead of invoking their bonus terms and conditions.

As I have done in other casinos. I was never refused payment there.

LG Oliver

Hallo Petronela,

danke für dein Bemühen.

ich habe den 3. Einzahlungsbonus als letztes benutzt.

ich habe die Bonusbedingungen gelesen und weiß beim besten Willen nicht, inwiefern ich dagegen verstoßen haben soll. Ich hatte das Bonusgeld komplett zu den Casinobedingungen in der Kategorie „Videospiele"umgesetzt, dabei gewonnen und es wurde zu Echtgeld umgewandelt. Das Casino soll doch bitte genau erklären und beweisen, was ich angeblich falsch gemacht habe, anstatt sich auf ihre Bonusbedingungen zu berufen.

Wie ich es in anderen Casinos auch schon getan habe. Dort wurde mir nie die Auszahlung verweigert.

LG Oliver

Thank you very much, olik25, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many Thanks

Vielen Dank

I will now try to contact the casino and let them know about your issue.

Hi there,

We sent our response in e-mail to Casino Guru as it contains some sensitive information about the customer data and gameplay.

Regards,

TwiceDice team

Dear TwiceDice Casino,

I've checked the e-mail box but I haven't receive any thing. Could you please send it to nikolas.b@casino.guru?

Looking forward to your answer.

Best regards

Hi Nick,

E-mail is resent to your address.

Regards,

TwiceDice team

Thank you for sending it. I'll check it and get back to you as soon as I can.

Many Thanks

Vielen Dank

Dear Olik,

We have received a more detailed explanation of the case but we won't be sharing all the information received on the casino's request as it contains some confidental information.

The casino said that they had a bonus configuration issue which led the deposit amount not to be locked to the bonus balance and some games which should have been excluded were not. They also noticed that you were aware of this issue and you were intentionaly playing only the games which were affected by this issue. As per their term 6.5., if the player is aware of such an issue, he/she should not continue playing with the bonus.

Hi Nick, I didn't know about this problem, how and how should I know? It must not be the case that the casino passes its technical problems on to the customer, blocks the account and that with an assertion that does not correspond to the truth. It looks to me as if the casino just wanted to avoid paying out my winnings. The casino is, in my opinion, obliged to pay out the winnings. That borders on fraud.

Greeting

oliver

Hallo Nick, ich wusste nichts von diesem Problem , wie und woher sollte ich wissen? Es darf ja nicht sein, dass das Casino seine technischen Probleme auf den Kunden abwälzt, das Konto sperrt und das mit einer Behauptung, die nicht der Wahrheit entspricht. Das sieht mir ganz danach aus, als wollte sich das Casino nur um die Auszahlung meines Gewinns drücken. Das Casino ist meiner Meinung nach verpflichtet, den Gewinn auszubezahlen. Das grenzt schon an Betrug.

Gruss

oliver

Also, I couldn't see anywhere that this game is locked from playing with bonus funds.

Ich konnte auch nirgends sehen, dass dieses Spiel für das Spielen mit Bonusgeldern gesperrt ist.

Dear Twice Dice Casino,

I would like to ask you if you could send me the betting history of the player which shows that he intentionaly used the games affected by the system error. Also could you provide us more specific information or direct site of the used bonus? Thank you in advance.

Hi Nick,

Please find in your mailbox the additional information what you asked.

Regards,

TwiceDice team

Dear TwiceDice,

Thank you for sending more relevant information regarding the issue. I would like to ask what would be the scenario if the bonus would work properly? Would be the restricted games blocked automaticaly and not startable for player or after taking the bonus there are still all games available and the player has to watch it?

Hi Nick,

TwiceDice customers have 2 balances on the site:

- Main Balance (withdrawable real money balance)

- Bonus Balance (bonus funds, typically locked with wagering requirement)

When using deposit bonus with wagering requirement, both deposit amount and bonus amount gets locked on the Bonus Balance and can be used only for applicable providers and games: for example slot games with "buy bonus" feature are excluded as they can be used to abuse bonus. 

Like we explained earlier the customer was flagged as "bonus seeker/abuser" because he violated our Bonus T&C and used the faulty bonus configuration in his advantage: 

1) his deposit amount was not locked as Bonus Balance: that allowed him to wager the bonus faster

2) some games with "buy bonus" feature were not excluded from this specific bonus and the customer used them to wager the bonus faster

One can always say that the gameplay pattern of the customer happened randomly and customer was not aware of the situation. For our security department it is difficult to believe that the customer just randomly followed the pattern that allowed him to use the configuration issues in his favor. 

For genuine players we never enforce this section in our Bonus T&C, but in this case we need to enforce the point no 6.5: "The Operator reserves the right to label a player as a "bonus seeker/abuser" if, at their sole discretion, have strong reasons to believe that the Player has abused promotions. Such instances may include, but are not limited to the following: The granted bonus amount is noticeably higher than the total amount deposited by Players".

We reviewed this incident one more time and we are confident that the resolution above is in line with our T&C. We believe that gaming should be fun and we are truly sorry that there were issues with the bonus configuration what made this bonus abuse pattern possible. This is the reason why we are going to refund the deposits what the customer made on TwiceDice. 

Regards,

TwiceDice team

I repeat again, how should I know the casino was having configuration problems? In addition, I did not use the "Buy bonus" function in any game.

What does the term "bonus abuser" mean?

The casinos offer bonuses to provide an incentive to a player. If the player wins, the casino cannot claim that he has abused the bonus.

What pattern did I supposedly follow? These are all excuses and vague statements to avoid paying me my rightful winnings. This casino should be closed for obvious fraud.

Ich wiederhole es nochmals, woher sollte ich wissen, dass das Casino Konfigurationsprobleme hatte? Außerdem habe ich in keinem Spiel die Funktion „Bonus kaufen" genutzt.

Was bedeutet der Begriff „Bonusmissbraucher"?

Die Casinos bieten Boni an, um einem Spieler einen Anreiz zu bieten. Da kann das Casino im Falle eines Gewinns des Spielers doch nicht Behaupten, er hätte den Bonus missbraucht.

Welchem Muster bin ich angeblich gefolgt? Das sind doch alles Ausreden und schwammige Aussagen um sich davor zu drücken, mir meinen rechtmäßigen Gewinn auszuzahlen. Dieses Casino sollte man wegen offensichtlichen Betrugs schließen lassen.

Hi there,

The Ecopayz refund has been processed.

Regards,

TwiceDice team

Dear olik25,

After we received all the necessary information from the casino, we came to a conclusion. We have received your bet history and some information about the 3rd deposit bonus you used. The casino's final decision was to void your winnings and return your deposit based on the fact that they accused you of bonus abuse. The bonus you used wasn't working properly, therefore your balance were not bound to the bonus and you were allowed to play any game. We do not agree with the decision to mark you as a bonus abuser as it can't be proven that you were aware of the bonus issue and knowingly played restricted games.

However, there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules."

Based on the following casino term you were still breaching the casino's terms and conditions:

2.21 TwiceDice Casino Bonus, unless stated otherwise, can only be used on games by the following providers:

- Netent

- Pragmatic play

- Red tiger

- Playson

- Thunderkick

As we saw your betting history, we can confirm that you were playing restricted games with the bonus money. It's unfortunate that there were a casino issue included but it's still the player's responsibility to read all the casino terms and conditions and act accordingly to them, otherwise the casino has every right to void your winnings. I'm really sorry that we could not help you more but based on the above mentioned facts you breached casino terms and there is nothing we can do about it as the casino done nothing illegal. Please do not hesitate to contact us if you will come across any trobule in the future, we will glady try to help you. The complaint will be rejected as unjustified.

Best regards,

Nick

Casino.guru

Hello Nick,

thank you for your comment.

Greeting

Oliver

Hallo Nick,

vielen Dank für ihre Bemerkung.

Gruss

Oliver

The complaint will now be rejected.