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Dama nv has disabled my all casino accounts

K

kilabee

Newbie member
PAB Experienced
Joined
May 17, 2022
Location
UA
Hello, masters. I need help. Do not what to do else.
My story begins on Apr 22 since Konung casino (Dama nv) reduced my balance for over 900 usd after I had wagered deposit bonus. After unsuccessful conversation at live chat I decided to make complaint at one of gambling forums. 3 weeks have passed without any reply nor from casino, neither from operator. As it said at the page of konung casino license validator, Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. So I decided to send email with detailed story about konung casino to [email protected]. Later I found out at one of gambling forums that Antilephone never answers for complaints. And there was an advice at that forum to send email to company or person that manages casino operator. So according to Curacao commercial registry for Dama nv this company's name is Allyant Group B.V. So I sent the same story to [email protected]. At their site I also found email of one of employee ([email protected]) and send 3rd email to it, honestly believed that one of sent emails should work. But instead of resolving my problem with koning casino I got....all my accounts (near 20) at casinos operated by Dama nv were disabled today. I didnt receive any email nor from Antilephone, neither from Allyant Group B.V. Some casinos I contacted via live chat infromed me that my account was closed/disabled due to administrator decision without any remark and this decision is final.
Is there any idea of such manner of Dama nv and what should I do?

​

 
hi how are you doing? I am only rep of Oshi and we did not confiscate any balance of the player. I think regarding the balance she needs to speak to Konungcasino as we never confiscated anything at oshi
 
Oshi Casino said:
hi how are you doing? I am only rep of Oshi and we did not confiscate any balance of the player. I think regarding the balance she needs to speak to Konungcasino as we never confiscated anything at oshi
Click to expand...
Hello Oshi rep). Before today I never had any problem with Oshi. But maybe you can tell the exact reason of my account at Oshi.io (amoung all another Dama nv casinos) is disabled now.
 
ultra100 said:
Did you get any reason why the balance was reduced for over 900 usd?
Click to expand...
Sure. I should post the initial story.

On Friday April 22 I got email promo from Konung casino traditionally in Russian language. According to this promo, for deposit minimum 10 usd a player should receive a 50% bonus plus 50 free spins in 2 slots from Bgaming. The bonus offer did not contain any special conditions. Clicking promo link from the letter I was redirected to Russian-language version of the casino site. I always read t&c s and bonus rules of the casino. Having found no restrictions on withdrawal of funds in case of winning both for the deposit bonus and for deposit free spins, I made minimum deposit of 10 usd and received promised bonus and free spins. After losing deposit bonus, I played 50 free spins in the Aztec Magic slot and received a bonus of 7.98 usd (49 times wagering requirement - aprx 400 usd). Then I played in the Book of Dead slot. At one of the moments at the minimum bet in the bonus game got the maximum win x5000. So having more than 500 usd after it, there were no difficulties to wager bonus at Extra Chilli, Reactoonz slots. All the time of bonus wagering I followed progress in the corresponding section of my personal account. The bonus was wagered with a balance of about 950 usd (I don’t remember the exact amount, and there is nowhere to clarify). Then I decided to continue playing Reactoonz, but after the second bet my balance was reduced to 50 usd. I contacted support with a request to return the entire amount of wagered funds to my account. The support referred to the English version of the bonus rules, which says that the maximum amount of winnings from deposit spins cannot exceed 50 usd. The arguments that neither the Russian-language version nor the Finnish, Spanish, Norwegian and German versions of the bonus rules contain the indicated norm of 50 usd had no effect. In response, support represented by Eddie referred to the paragraph of the English-language rules, which says that the main language of the casino is English and all inaccuracies and controversial paragraphs of translations of the rules will be interpreted in the interests of the casino. I re-read the terms and conditions, as well as the bonus rules of the Russian version of Konung casino and did not find any mention of the prevalence of the English language. I have been playing in online casinos for quite a long time and, of course, I have played in all kinds of casinos where there is no Russian-language version. It is not difficult for me to learn the rules in English. But such a need did not arise in the case of Konung casino due to the presence of a full-fledged Russian-language version of the casino (including Russified slots from various providers and regular promotion emails from the casino in Russian). Due to the fact that in the rules of the Russian-language version of the casino at the time of 04/22/2022 there was no reference to the English rules and bonus conditions, and there were also no restrictions on the amount of winnings from free spins in the Russian-language version of the bonus rules (as well as all other available languages in the casino except English), I consider reduction of approximately 900 usd from the account illegal and in such a way that it contradicts the rules of the casino. Several days after this incident I noticed that a clause on the prevalence of the English language was added to the Russian-language version of the rules and also other languages. Besides this Konung casino added rule about max win 50 usd from deposit free spins to bonus t&c in all languages. According to message from Eddie at 04:50:51 am during chat conversation (chat transcript's screenshot included), he confirmed that there was error in Russian-language version of the bonus rules .This fact and fact that rules were changed after the incident confirm the lack of integrity of the casino in relation to the situation that has happened with me.
 
Hello @kilabee

Reply in regards to your complaint was sent to master license few days ago, not sure why you state that it's never replies to people complaints (it's obviously not true and many gambling mediators can confirm it - *I speak only about antillephone here).

Since you submitted complaint with another forum - please wait an outcome of it. If you do not satisfied with the outcome from there - you can submit PAB here. We are replying to CM pretty much quickly ;)

Br,

V.
 
homerbert said:
Hello @kilabee

Reply in regards to your complaint was sent to master license few days ago, not sure why you state that it's never replies to people complaints (it's obviously not true and many gambling mediators can confirm it - *I speak only about antillephone here).

Since you submitted complaint with another forum - please wait an outcome of it. If you do not satisfied with the outcome from there - you can submit PAB here. We are replying to CM pretty much quickly ;)

Br,

V.
Click to expand...
hello homerbert.
I sent direct complaint to Antillephone 3 days ago and still didnt get any reply. But as a result have all my acconuts disabled. Also there are lot of messages at different gambling resourses about silence from Antillephone directly to players. You are right about ansewrs to mediaors. And I still do not understand decision to close my accs. Maybe you know any reason.
 
hi, how are you doing? I can only reply as rep of Oshi casino, the account has been closed in accordance with Casino administration decision. There have been no funds on balance or bonuses that should be credited, hence we have no obligations. best regards and have a nice evening
 
Oshi Casino said:
hi, how are you doing? I can only reply as rep of Oshi casino, the account has been closed in accordance with Casino administration decision. There have been no funds on balance or bonuses that should be credited, hence we have no obligations. best regards and have a nice evening
Click to expand...
What is the reason of this decision?) What have I brached at Oshi.io?
 
kilabee said:
What is the reason of this decision?) What have I brached at Oshi.io?
Click to expand...
It does seem everything stems from your issue with Konung and the other casinos had to follow suit as they are part of the same group. You should focus on your complaint against Konung. Try to get heklp from MaxD. He is always very helpful.
 
chuchu59 said:
It does seem everything stems from your issue with Konung and the other casinos had to follow suit as they are part of the same group. You should focus on your complaint against Konung. Try to get heklp from MaxD. He is always very helpful.
Click to expand...
They are not part of the same group. They are part of the same platform (Softswiss originally) and have one and same support for more than 60 casinos. They would block all 60+ accounts in case you had them opened.
 
In the end the casino stuck to their guns regarding the player's Terms violations. I have no idea what the player's results were regarding their complaint to Antillephone (Master License 8048/JAZ).

- Max
 
From what I say it wasn't a matter of complaining too much, it was an issue of assuming that their language Terms were not superseded by the English language Terms. They were and always would be, as stated in the Terms. Bummer for that player but there you go.

- Max
 
maxd said:
In the end the casino stuck to their guns regarding the player's Terms violations. I have no idea what the player's results were regarding their complaint to Antillephone (Master License 8048/JAZ).

- Max
Click to expand...
Thanks for the reply, Max.
I kind of figured that they'd stick to their guns as, in my conversations with support (different casino, but part of Dama), they've completely ignored anything I've had to say and instead keep quoting the same (and misused) rule from their terms and conditions.

I guess there's no point in me pursuing my case, as they'll just double down on their own interpretation of the rules and their shiny Curaçao license will continue to work on its tan.
This is a shame, really, as I do enjoy playing at any number of their 500 or so casinos lol
 
maxd said:
From what I say it wasn't a matter of complaining too much, it was an issue of assuming that their language Terms were not superseded by the English language Terms. They were and always would be, as stated in the Terms. Bummer for that player but there you go.

- Max
Click to expand...
Language terms not superseded by english terms.

Can you explain to an idiot like me what on earth that means ?
 
hubbadubbadingdong said:
Language terms not superseded by english terms.

Can you explain to an idiot like me what on earth that means ?
Click to expand...
AFAIK, it’s basically that if a casino is translated to multiple languages, and there happens to be a discrepancy somewhere in the casino terms (regarding bonuses, wagering etc) where something is either different or missing when switching languages, the primary language (usually English) terms will always be used to determine if terms were breached or not.
 
hogexd said:
AFAIK, it’s basically that if a casino is translated to multiple languages, and there happens to be a discrepancy somewhere in the casino terms (regarding bonuses, wagering etc) where something is either different or missing when switching languages, the primary language (usually English) terms will always be used to determine if terms were breached or not.
Click to expand...
Quite so.
 
LinedanceHippie said:
Thanks for the reply, Max.
I kind of figured that they'd stick to their guns as, in my conversations with support (different casino, but part of Dama), they've completely ignored anything I've had to say and instead keep quoting the same (and misused) rule from their terms and conditions.

I guess there's no point in me pursuing my case, as they'll just double down on their own interpretation of the rules and their shiny Curaçao license will continue to work on its tan.
This is a shame, really, as I do enjoy playing at any number of their 500 or so casinos lol
Click to expand...
FWIW we've had pretty good results in dealing with Dama casinos. If you like us to take a crack at it for you -- costs you nothing but a few mins -- I'd be happy to do so. You'll need to file a Player Arbitration (aka PAB) request with us, that process starts here: Submit Your Online Casino Complaint - Casinomeister . If you decide to proceed please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to respect the PAB Rules could slow, damage or even void your PAB.
 
Let' me also share my similar issue with Dama, N1 and Hollycorn casinos. Few days ago I found out that all my accounts on all on those brands was closed. I tried to Ask them why but dont get any answers.

Are those casinos all somehow related cause all got closed at the same time? And I find it odd that are they somehow sharing my details between different casinos cause all got closed. Is that even legal?

And I didn't break any rules there as far as I know.

Any opinions on this?
 
@hemmula , you know the PAB process so I welcome you to take that route, we should be able to get you an answer for you pretty quickly. Assuming all is legitimate of course.

- Max
 
Hi there, is there an update regarding this post ? I am also banned on all DAMA N.V. Casinos without any reason given. I thinks its because i used to many bonusses. Do you guys think i could still make an account on a NEW Dama casino with a other email adress than my current "banned" one? Or is this against their terms ?
 
@Saint90 , as mentioned above we can usually get answers from Dama pretty quickly via our Player Arbitration (PAB) service. If that appeals to you here's a guide to submitting a PAB: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum .

If you do decide to proceed please ensure that you have read and understood the Player Arbitration Policies and Procedures.
Be aware that failing to comply with the PAB Rules can delay, damage or even cancel your PAB.

Please note that creating another Dama account by using a different email etc to circumvent the ban is almost certainly going to cause you more problems than you already have.

Regards,
Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com
 
FTR we've heard back from the Dama people regarding the @Saint90 case and they say the ban is final and non-negotiable but they are happy to hear from the player if there are any unresolved balance issues (which I understand to NOT be the case).

- Max
 

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