Donbet Casino - El reintegro del jugador se ha retrasado.

I am submitting this complaint regarding an unresolved withdrawal issue with Donbet Casino. Despite repeated attempts to resolve this matter directly with the casino through both Live Chat and email, I have been unable to obtain my funds or receive a clear explanation, timeline, or meaningful assistance.

I requested a withdrawal from Donbet Casino on December 26. All required information was provided at the time of the request, and my account is fully verified. My withdrawal method is Interac e-Transfer, which is the same method I have previously used successfully for deposits and which is generally processed instantly or within a short timeframe once approved.

Since submitting the withdrawal, my request has remained in a "processing" or "internal review" state for several days. During this time, I have contacted Donbet’s Live Chat support multiple times, as well as their email support, in an effort to understand the status of my withdrawal and what remains outstanding.

The responses I have received have been repetitive, scripted, and inconsistent. Live Chat agents have repeatedly stated that my withdrawal is "under internal review" but have been unable or unwilling to provide any explanation as to what this review involves, why it is taking so long, or when it is expected to be completed. I have explicitly asked whether any additional documentation or action is required from me, and each time I have been told that nothing further is needed, yet no progress has occurred.

When I escalated the matter via email, explaining that Live Chat had not resulted in any progress and asking for a clear status update or estimated timeframe, I received a response stating that withdrawal issues cannot be handled via email and that I must contact Live Chat instead. This has created a circular situation where email support redirects me to Live Chat, and Live Chat is unable to resolve or escalate the issue.

At no point has Donbet informed me that my withdrawal has been rejected, cancelled, or flagged for non-compliance. I have not been accused of violating any terms, breaching bonus conditions, or failing verification. I have not been asked to submit any additional documents. The casino has simply continued to delay my withdrawal without transparency.

This situation has caused significant frustration and concern. As a player, I believe it is reasonable to expect timely processing of withdrawals or, at the very least, a clear and honest explanation when delays occur. Being repeatedly told to "wait" with no timeline or accountability, while being bounced between departments, does not reflect fair or responsible treatment.

I have made a good faith effort to resolve this issue directly with Donbet and have followed all instructions provided by their support team. Unfortunately, these efforts have resulted in no resolution. I am therefore requesting Casino Guru’s assistance in mediating this dispute and helping obtain clarity and release of my funds.

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Dear Elie2649,

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

Hello,

We’d like to clarify that we have approved the withdrawal request for the complainant within our standard processing time.

This withdrawal has been fully processed shortly, so the user should have already received their funds.

We sincerely apologize for any inconvenience caused by the delay and believe that the case can be considered resolved once the complainant confirms receipt of their withdrawal.

Dear Elie2649,

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 Elie2649,

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,
Attila
Casino.Guru