Dafabet Casino - El jugador cree que el reintegro se ha retrasado.

Subject: Unjustified refusal to pay winnings (108.93 EUR) based on false jurisdiction claims.

I am filing this complaint against Dafabet (Osmila N.V.) for refusing to pay my legitimate winnings.

The Case: I requested a withdrawal of 108.93 EUR to my Skrill account. The withdrawal was declined with a claim that my country (Slovakia) is a "prohibited jurisdiction."

Why this is a breach of terms:

Terms of Service: Slovakia is NOT listed as a prohibited jurisdiction in Section 4.3.1 of Dafabet’s own Terms and Conditions.

Previous Successful Withdrawal: I have undisputed proof that Dafabet accepted me as a player and successfully processed a withdrawal of 20.76 EUR on January 21, 2026 to my Skrill account. (Evidence attached).

Verification (KYC): My account is fully verified and marked as "Approved" in the system. I have provided my ID, Selfie, and Driver's License.

Bad Faith Tactics: The operator offered to only refund my last deposit (20 EUR) while confiscating my winnings of 88.93 EUR, which is a clear violation of fair gaming.

I have already tried to resolve this with their support, but they provide contradictory information and have now stopped communicating. I have also contacted the Isle of Man GSC and the CGA (Curacao).

I am requesting the full payment of 108.93 EUR.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear bruno999,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear bruno999,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla. Thank you for taking my case. I want to clarify that my withdrawal was not just delayed, it was officially DECLINED by the casino. They claimed Slovakia is a prohibited jurisdiction, which is false. I have already provided proof of a successful withdrawal from January 2026. Since the withdrawal was cancelled by the casino, there is no pending payment to wait for. Therefore, I want to ask how I should proceed correctly. Should I request another withdrawal even though my previous withdrawal of 108.93 euros was rejected? Thanks.

I would like to clarify the timeline of my issue: I requested my withdrawal on March 14, 2026. After waiting for a week, my withdrawal was officially DECLINED on March 21, 2026.

This happened despite the fact that I provided all the requested documents for verification multiple times as instructed. My account status was even marked as 'Approved' in their system. Currently, my winnings of 108.93 EUR are still sitting in my player account, and the casino is refusing to process the payment based on false claims about my jurisdiction.

There is no 'pending' withdrawal to wait for anymore, as the operator has already rejected my request and blocked further attempts.

Dear bruno999, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Dear Karla,

Yes, I have successfully made a withdrawal before, in January, to my Skrill account (which I also used for deposits).

During this latest withdrawal attempt, they started requesting various verification documents: both sides of my ID, a selfie with my ID, my driver's license, and finally, a bank statement. I sent them everything. In the verification section of my account, it clearly states that my documents have been "Approved."

Despite this, every time I asked about my withdrawal, they repeatedly asked for the same documents over and over again. After I sent everything to their email two or three times, they finally claimed that because I am from a "prohibited country," they cannot pay out my winnings—only my last deposit of 20 EUR.

However, Slovakia is not listed as a prohibited country in their Terms and Conditions. I placed a sports bet and won fairly.

I have already sent all the evidence to your email address, including the proof of my previous successful withdrawal from January, the communication with the casino, and a screenshot from my account showing that my documents were officially approved. Please check your inbox for these documents.

Thanks.

As for bonuses, no, I didn't use any bonuses.

I could try to request a new withdrawal, but I assume they would simply decline it again after another week with the same excuse as last time. There is no point in re-submitting the request until they acknowledge that my jurisdiction is not prohibited.

Dear bruno999,

Thank you for your detailed explanation and for all the evidence provided.

I have reviewed the information available, and I would like to clarify one important point. While I do not see Slovakia listed among explicitly restricted countries in the Terms and Conditions, I also could not find Slovakia included in the list of allowed countries during the registration process of the casino.

To better understand your situation and assess the case correctly, I would like to kindly ask you to clarify one thing:

Did you use any VPN or location-masking software while registering, playing, or accessing your account at the casino?

This information is very important, as it may significantly impact how the casino evaluates jurisdiction and account eligibility.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla

Dear Karla,

To answer your question clearly: No, I have never used any VPN or location-masking software while registering, playing, or accessing my Dafabet account.

I registered using my real Slovakian IP address and provided my genuine Slovakian residency details. The most important fact is that the casino’s system accepted my registration, allowed me to deposit, and even successfully processed a withdrawal to my Skrill in January 2026.

Furthermore, my account was fully verified (KYC) by their team with my Slovakian ID and documents. If my country were truly restricted, they should have blocked my registration or my first withdrawal in January. Instead, they verified my account as "Approved" and only now, after I won a larger amount, are they using this as an excuse to avoid payment.

Thank you for your continued support in this matter.

Dear bruno999,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi, hadi.a@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Karla,

Thank you, Karla, for your help and for moving my case forward. I appreciate the professional approach of the Casino Guru team. I will now wait for Hadi to take over and for any further updates regarding the resolution of my case. I hope for a fair outcome soon. Thanks.

Dear bruno999,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Dafabet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Dafabet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Hello Hadi, thank you for taking over my case.

There have been no new updates or communication from the casino since my last message. My current withdrawal (requested in March) remains declined and the funds are still stuck in my account.

I am looking forward to hearing the casino's explanation, especially considering that my previous withdrawal back in January was successfully processed without any issues. This proves they were able to pay me before, and their current refusal based on my location makes no sense. Thanks.

Hi BRUNOPE757,

May I ask you to send again your POA as the attachment was not visible on our end. Thank you.

Hello Dafabet,

Since this conversation is public, I do not want to upload my private documents here. Please provide a specific email address where I should send my Proof of Address (POA).

I will send the document immediately and I will also copy my Resolver, Hadi (hadi.a@casino.guru), on the email to ensure full transparency and to confirm that the document has been delivered.

Thank you.

Hi BRUNOPE757,

You may send your POA to VIP@dafabet.com along with your username for quick reference. Thank you.

Hi Dafabet,

I have sent the requested POA document to VIP@dafabet.com as instructed. I have also included Hadi in the CC of the email for transparency. Please confirm the receipt of the document and let me know when I can submit my new withdrawal request for 108.93 EUR to be processed to my Skrill.

Thanks.

Dear bruno999,

Thank you, I have received your email and the documents.

I will review everything from my side. For now, please wait for the casino’s next response.

Kind regards.

Hi BRUNOPE757,

Thank you. We will cascade it to our relevant department and update you once we receive their feedback.

Hi Dafabet,

understood. I look forward to your update and the final resolution of my withdrawal. Thank you.

Hi BRUNOPE757,

Please assist in translating the details in the bank statement provided to English. Thank you

Hi Dafabet,

I have provided the translations for the key terms in my mBank statement below. Please note that my Full Name and Address are clearly stated at the top of the document as the account holder.

Výpis z účtu za zvolené obdobie: Bank statement for the selected period

Typ účtu: Account type

Mena účtu: Account currency

Číslo účtu: Account number

IBAN / BIC: (Standard international bank identifiers)

Prehľad obratov na účte: Overview of account transactions

Počiatočný zostatok: Starting balance

To be honest, I am very surprised by this request. I have played at many betting sites, and no other bookmaker has ever asked me to translate a bank statement before. These are standard banking terms used across Europe, and my identification details are clearly legible.

I hope this is sufficient for your 'relevant department' to finally verify my address and process my withdrawal.

To further support my verification, I have also sent a screenshot of my Skrill account profile to VIP@dafabet.com, with Hadi in CC.

My full name and residential address are clearly visible there as well, matching both my ID and my bank statement. This should provide more than enough evidence to verify my location and identity. I am still waiting for confirmation so I can finally proceed with my withdrawal.

Dear bruno999,

Thank you for your update and for your cooperation in providing the requested documents.

Dear Dafabet Casino,

Thank you for the update. We will now wait for your feedback from the relevant department.

Best regards,

Hadi

Dear Hadi,

I have received an email from the VIP department confirming that my documents have been approved. I submitted my new withdrawal request for 108.93 EUR yesterday, but I am still waiting for the funds to be processed to my Skrill.

I hope there won't be any further delays now that all my documents are officially verified. I will keep you informed about any further developments or once the money arrives.

Thank you, Hadi, for your ongoing support.

Hi BRUNOPE757

We're glad to inform you that your transaction has been successfully processed via Skrill, amounting to EUR 108.93 with reference number 6965110322.

I can confirm that I have received the funds (108.93 EUR) in my Skrill account.

Thank you, Hadi and the CasinoGuru team, for your professional assistance and for mediating this case – I truly appreciate your help. I also thank the Dafabet representative for finally resolving the issue.

This case can now be closed as resolved.

Dear bruno999, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help. Also, I would like to thank the casino for their assistance with the issue!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Hadi

Casino Guru Team