Dozen Spin Casino: deduction of winnings and account suspension
Complaint from Zaic1337 to Dozen Spins Casino dated 7/3/20
I, Ivanova Daria, made a deposit at the Dozenspins casino in the amount of 1000 rubles under the bonus 120%+120 free spins, via Qiwi wallet, (this was the 1st deposit at this casino)
the max withdrawal was not limited and was not stated anywhere. After the deposit I activated the spins in Book of syn
After that the play began
And in the slot Legend of the White Snake Lady I hit x1000 at 100 rubles
At that time about 20,000 rubles of the Wager remained to be cleared I went to the slot Rich Wilde and The Shield of Athena where I played with a stake of 160 rubles
After clearing the wager the balance was 115,481 rubles
And money in the amount of 39,000 rubles was put up for withdrawal (2 withdrawals of 14,000 and 1 withdrawal of 11,000), the maximum that could be requested was 3 withdrawals of 14,000 rubles.
After a while an email came saying that it was necessary to provide a photo of the passport, a photo of the passport in hands against the site background, a photo of registration and a screenshot of the Qiwi wallet, all this was sent, and after some time an email came that for final verification it was necessary to pass verification with the risk manager via a Skype call, and a verification by Skype was scheduled for 03.07.2020 from 12:00 to 18:00, 17:00 Moscow time was chosen, 03.07.2020 at 17:00 MSK
The risk manager called on Skype and began to ask questions
Manager: hello I am a representative of the Dozenspins casino risk department my name is Sergey, you are registered with us, right?
Me: yes
Manager: wonderful please turn on the video camera
Me: at first I turned it on (maybe it just didn’t load on his side initially)
Manager: state the full name and surname as registered and as written in the passport
Me: named name, surname, patronymic
Manager: exact date of your birth, day month year
Me: said everything
Manager: under what login are you registered with us
Me: Zaic1337
Manager: asked the registration address from the passport
Me: I dictated the registration address
Manager: asked the postal code of my region (index).
Me: I don’t exactly remember the index (I didn’t know the index of my city because I never had to write it anywhere before)
Manager: tell me the email you registered with
Me: named the email andryushka-dolmatov
Manager: tell me the registration date on our site
Me: don’t remember exactly
Manager: how did you find out about our site
Me: a friend plays at casinos, he recommended you to me
Manager: did he give you a link or did you find it yourself?
Me: I found it myself
Manager: is the passport with you
Me: yes
Manager: please show it to the camera to compare with the passport you sent earlier
Me: showed the passport
Manager: okay you can put the passport away, tell me which payment system you used to make the deposit
Me: Qiwi wallet
Manager: dictate the amount and wallet number
Me: dictated and named the deposit amount
Manager: where did you request the withdrawal to and what amounts
Me: 2 for 14,000 and 1 for 11,000
Manager: tell me what bonus you received when making the deposit
Me: I don’t remember (because I didn’t know what a bonus is and these terms and how they work, later a guy explained everything to me)
Manager: you should have remembered which bonus you activated and which slot you played.
Me: some white lady (I thought he was talking about the slot in which I won 100,000) (later the guy explained that he meant the slot book of san)
Manager: I understand you let’s move to the next question, which games did you play and which provider.
Me: the names you mean? (I had no idea what a provider is) I don’t remember, I remember I played in 20 slots overall for the entire time
Manager: in what sense 20 pieces?
Me: slots
Manager: at what stake did you make spins
Me: well from 16 to 160 rubles
Manager: you made bets exactly at 16 and at 160 rubles?
Me: no from 16 and increasing up to 160
Manager: remind me the amount of your first winning spin
Me: I don’t understand
Manager: and one of the big ones
Me: 100,000 at 100 rubles
Manager: initially on what funds did you place bets? On real or on bonus funds?
Me: well my own, real
Manager: clarify is someone next to you right now?
Me: no
Manager: please turn the camera around
Me: turned the camera and showed the room
Manager: good, in which slot did you have the biggest win
Me: in that blue slot
with a girl (I didn’t know the slot name in English it’s very long and I’m playing for the first time)
Manager: unfortunately that’s not the slot name, please specify the full name
Me: I don’t remember the name
Manager: please specify the provider name and the slot in which the biggest win occurred
Me: the final amount that was won?
Manager: no, you need to name the stake you played at, the bet, the provider name, and the slot where that win occurred
Me: the win was 100,000, my last big win was when I was playing that blue slot with the girl
Manager: which slot did you play after that and at what stake?
Me: I didn’t play anywhere else, well I didn’t leave your site
Manager: no I mean after you won 100,000 did you place any bets on our site
Me: well yes
Manager: I understand you, name at least 1 provider you played, the game provider
Me: what does provider mean?
Manager: the game provider is the supplier of the games to which that game belongs, that is its creator and operator
Me: remained silent (not understanding what he wants from me)
Manager: okay I’ll ask the question differently, did you or someone you know play?
Me: you mean did someone else play or what?
Manager: no I’m asking did you play on the site yourself or someone else from your acquaintances, your friends, boyfriend maybe, husband? (raised his voice a bit)
Me: me
Manager: good I understand you, then please specify who is Andrey Dolmatov to you? (this is my acquaintance as recorded on VK)
Me: well like a friend, an acquaintance
Manager: I understand you, and (named his real name, surname, patronymic)
Me: I don’t know
Manager: tell me did you correspond via the email address?
Me: yes
Manager: in the letter you indicated that the observer of your game was ….. named the friend’s real full name, now you say you don’t know him
Me: no now I heard … the full name and initially I heard a different surname
Manager: maybe I understand you played together, next to each other?
Me: I played and he just suggested your site, your casino
Manager: initially you said he was with you during the game, now you say he was not next to you,
Specify on which site you placed bets
Me: Dozenspins
Manager: good I understand you, we have recorded the information
This issue regarding passing verification will be reviewed within 24 hours, you will be directly sent an email about the verification result
Me: aha
Manager: and further you will need to monitor only the address of your email, a decision will be made regarding the verification and the withdrawal of your funds, maybe you have any other questions?
Me: no
Manager: all the best, goodbye Daria.
After which the call was ended
An email arrived with the words.
Dear, Ivanova Daria
Your account did not pass the Risk Department check and was closed without the right to recovery.
The key factor is the video verification via Skype.
This decision is final and will not be reviewed
Discussion process (4)
Complaint statistics against Dozen Spins Casino
Claims against Dozen Spins Casino
Publication details
| Parameters | Posted on our site |
|---|---|
| Date added | July 3, 2020 at 11:10 PM |
| Last revision | June 23, 2023 at 9:54 AM |
| Views | 3895 |
Complaint Author
| Parameters | Dozen Spins Casino complaint prepared and published |
|---|---|
| Published by |
4LUCK
Publisher
|
| Complaint Author |
Zaic1337
[email protected]
|
| Fact-checked |
VyacheslavLenin
Complaint Specialist |
|
|
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Complaint sent to the casino.
Any user, upon registering, agrees to be responsible for their activity on the site and to comply with the Rules and Terms of the project, regardless of whether they read the rules during registration or not.
According to rule 2.6. When creating an account you must provide only truthful information about yourself: name and other personal data.
A player may provide any information during registration at their own discretion and at their own risk.
The fact that the player provided an email address under a male full name is not a violation of the rules, but it was a reason for an additional check.
The player had all personal data shortened, communicated as male, and the Risk Department was also suspicious of a discrepancy in the full name associated with the email address.
When passing the verification procedure, if the data does not match the real data, in this case the Risk Department has the right to request an additional check according to rule 2.5.2:
In certain cases the Dozenspins Risk Department has the right to request video verification from the player via Skype – if the client does not pass the verification procedure via a Skype call at the agreed time with a Risk Department representative, the Site Administration reserves the right to cancel all winnings and close the account without the right to recovery.
After conducting the video verification of the player Darya, it was revealed that the player violated rule 3.5:
It is forbidden to transfer data to obtain access to an account to third parties. A player cannot sell or transfer access to their account. Purchasing access to another account is also prohibited.
Namely, the player Darya was only able to accurately state her passport details.
To all subsequent questions: email address, the name of the site where she conducted activity, game login, the amount the player requested for withdrawal, the bonus received on deposit and the amount of the win – the player could not give an exact answer.
On this basis, a violation of rule 3.5 was identified.
From the complaint written by the player Zaic1337, it is clearly seen that the complaint was initiated by a third party, not by Darya, and therefore that third party was the one playing on the site.
The casino has been dithering for a month now, but there’s no progress so far
moved to the blacklist until the player’s issue is resolved
The complaint was reopened to add new details to it.
After several years, the casino did provide a recording of the Skype call to the player – and the recording was specifically from the player’s side, and, paradoxically, that trash that was heard on the recording at the end of the call fully proves the casino was right.
Complaint dismissed