Donbet Casino - Fondos del jugador retenidos debido a la investigación.

Hello, good afternoon. I want to file a complaint because the casino is holding my funds due to a supposed investigation they are conducting. They have blocked all my options to withdraw the money and haven't given me any relevant explanation other than to wait 6 months, which is an absurd waiting period. Thank you very much.

Hola buenas tardes quiero dejar mi queja que el casino me retiene mis fondos por una supuesta investigación q llevan a cabo me bloquearon todas las posibilidades de retirar el dinero y no me dan ninguna explicación pertinente más de esperar 6 meses q es un tiempo ridiculo de espera de la cuenta desde ya muchas gracias

Hello belentraslavina8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Donbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Thank you very much for answering..

Yes, the account is verified and approximately a month and a half ago I verified it.

I accumulated my winnings with real money, the vast majority was with sports betting and I spoke to the casino chat on the 27th of last month for the reason that it had been three weeks since I tried to withdraw my winnings and I couldn't, the topic of conversation was about why I couldn't make the withdrawal of funds, that's when they tell me that my account is under investigation and I must wait 6 months, to which I ask them to wait 6 months for what? And everything I asked them, they only told me that they couldn't give me any type of information other than waiting 6 months

Muchas gracias por responder..

Si, la cuenta está verificada y aproximadamente hace un mes y medio realize la verificación..

Acumule mis ganancias con dinero real, fue la gran mayoría con apuestas deportivas y hablé al chat del casino el 27 del mes pasado por el motivo de que hacia tres semanas que intenté retirar mis ganancias y no podía, el tema de conversación se trató de porque no podia realizar el retiro de fondos, ahi es cuando me dicen que mi cuenta está bajo investigación y debo esperar 6 meses, a lo que les consulto esperar 6 meses para que? Y a todo lo que les pregunté, solo me decían que no me podían brindar ningún tipo de información más que esperar 6 meses

Hello belentraslavina8,

Please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru.

Ok, I already sent the requested to nikolas.b@casino.guru

Ok, ya mandé lo solicitado a nikolas.b@casino.guru

Thank you belentraslavina8 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Please note that if your account is under review due your sports betting activity, we will be forced to close the complaint as we deal only with casino related matter.

Wish you best luck resolving it.

Regards,

Nick

Hello belentraslavina8,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your dissatisfaction with the waiting period, the casino has the authority to examine the gameplay of all players if any discrepancies arise, and this investigation can sometimes be lengthy. Although the investigation can take a few weeks because the casino team has to work with the game provider, it is very rare that it will take 6 months, so I believe there is a good chance it will be concluded much sooner. There may be several factors contributing to this, but it is not uncommon for investigations to conclude without identifying any issues. Unfortunately, the only course of action at this time is to await the results. I understand that this waiting period can be quite frustrating, but it is part of the standard procedure. I will contact the casino to shed more light on this matter.

We would like to invite Donbet Casino to join the conversation.

Dear Donbet Casino,

We acknowledge that the examination of a player's gameplay may require a considerable amount of time. However, could you clarify why the player has been advised to wait for a duration of six months? What prompted the decision to flag the player's account and initiate a comprehensive investigation? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hello,

The user's account is suspended due to an ongoing investigation about fraud deposits, account has connections with a group of people who are suspected of fraudulent activity.

If the investigation finds no evidence, the user will be able to withdraw the mentioned funds without any problem.

To the user: We apologize for any inconvenience that this investigation might have caused you. We are working as fast as possible to resolve the issue. We will keep you updated on the investigations' next steps.

Dear belentraslavina8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear belentraslavina8,

Have you received any updates from the casino team?

Good night,

No, I have not received any update from the casino team.

Buenas noches,

No, no eh recibido ninguna actualización del equipo del casino.

Dear Donbet Casino,

I would appreciate it if you could share the current status of the investigation. If it is still ongoing, could you kindly provide an estimated timeline for its completion?

Hello,

We are waiting for the game and payment providers to finish the investigation; we are unable to provide the estimate.

We apologise for the inconvenience.

Dear Donbet Casino,

I would like to inquire if there have been any updates regarding the investigation. Thank you.

Hello again; unfortunately, we are still waiting for the payment provider to give us an answer. The investigation is still ongoing; we apologise for the inconvenience.

Dear belentraslavina8,

As you can see, the casino team is still waiting for the payment provider to finish the investigation. Unfortunately, it is difficult to estimate the duration of this process, as it is beyond the control of the casino team. I will extend the timeline by an additional 14 days in the hope that we will see some progress during this period.

Dear belentraslavina8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, good afternoon!

Ok, thank you very much for insisting and taking me into account. I look forward to any solution.

I also understand that everything will remain the same, since we have been dealing with the same issue for over a month and they have responded the same way.

So for my part, for my peace of mind and so that you stop wasting your work time on something that will keep you busy, I would have no problem either if you want to close the complaint.

Maybe the casino needs that money hahaha (joke joke, it goes with the best) a hug.

Hola buenas tardes! 

Ok, muchas gracias por insistir y tenerme en cuenta, yo quedo atenta a cualquier solución..

De igual manera interpreto que va a quedar todo igual, ya que venimos con el mismo tema hace más de un mes y nos responden lo mismo.

Asique por mi parte, por mi tranquilidad y para que ustedes dejen de perder tiempo de su trabajo en algo que los van a tener a las vueltas, no tendria problema tampoco si quieren cerrar la queja.

 Tal vez al casino le hace falta ese dinero jajaja ( chiste chiste, va con la mejor) un abrazo.

Dear belentraslavina8,

I understand your dissatisfaction with the whole situation, but as I mentioned previously such checks can be lengthy. Regrettably, we are unable to speed it up as it is managed by the payment provider. I sincerely wish I could assist you further, but this matter is outside our control. Please let me know if you would like me to proceed with closing the complaint.

Dear belentraslavina8,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, good morning dear ones,

As I mentioned before, I have no problem if you close the complaint, since this does not lead to any solution.

Thank you for your willingness, please proceed to close the complaint.

Hola, buenos días estimado/as, 

Cómo les mencioné anteriormente no tengo problema si cerraban la queja, ya que esto no va hacia ningúna solución.

Gracias por la predisposición, proceda a cerrar la queja.

We appreciate your understanding regarding the situation. Unfortunately, as was mentioned, we are unable to expedite the process as the payment provider governs it. We genuinely wish we could offer more assistance, but this matter is beyond our control. As per the player's clear request, we have rejected this complaint. We regret that we could not provide further support on this occasion. Should you encounter any issues in the future, whether with this matter or any other casino-related concerns, please feel free to reach out to us and we will do our best to assist you.