Dafabet Casino - La cuenta del jugador ha sido cerrada.

I am filing a formal complaint against Dafabet due to their unfair and damaging treatment. My account was closed without explanation, and I've been unable to withdraw over 17 lacs since November 2024. Dafabet has provided no resolution, and their customer service is unprofessional, involving intrusive questioning. This has caused severe financial distress and is negatively impacting my mental health.

Dear beatboxxer,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly your account was closed?

Have you passed the full KYC verification, or at least submitted any identity documents to this casino?

Have you made any successful withdrawals from this casino before?

What types of games did you play?

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

Best regards

Veronika

I am currently unsure as to why my account was closed,it was stated as security issues but I have had no reason to believe why it could've happened and all troubleshooting methods put me on a loop.

Yes all verification methods have been established as far as I'm aware.

I mostly played crazy time in my account

Did you request to close your account, or was it blocked by the casino? Based on the live chat screenshots, it seems that the account closure may have been initiated by you.

If you have received any emails from the casino regarding your account closure, please forward them to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

It was closed by the dafabet team for reasons unclear to me as one day I was happily using my account and the next I was logged out of it. I could not find the specific email this time around but I will send it to you as soon as I find them

Thank you very much, beatboxxer, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Dafabet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello beatboxxer,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Dafabet Casino representative to join this conversation and participate in resolving this complaint.

Dear Dafabet Casino,

Could you please state why the player's account got closed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board. The regulator states that it will not handle individual disputes between players and operators, but if you would like to contact them anyway you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Dafabet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear beatboxxer,

Could you please provide us with your casino player ID and the email address associated with your account?

Thank you in advance for providing this information. I look forward to your response.

Dear beatboxxer,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru