Donbet Casino - El retiro del jugador se retrasa debido a la investigación de la cuenta.

Last December, I was lucky enough to win using a deposit bonus at donbet casino. After completing my identity verification, I tried to withdraw money, but I received an email informing me to wait a while because my account was under investigation.

I have been inquiring about this via email, but nothing has progressed.

Please help us resolve this issue.

昨年の12月、donbetカジノで入金ボーナスを利用し運良く勝利しました。本人確認が完了したので出金申請をするとアカウントの調査中なので少々待つようにとメールが来ました。

そこからメールで問い合わせているのですが、状況は進展しません。

問題解決に向けてご協力をお願いします。

Dear natsu55,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Donbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise if your account is accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a welcome deposit bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can log into the site without any problems.

I only played slots to save up my balance. Of course, I read the terms of use carefully and played within the terms.

Yes, it is definitely a welcome deposit bonus.

I will send you an email so please check it.

サイトには問題なくログイン出来ます。

残高を貯めるためにスロットのみをプレイしました。もちろん利用規約をよく読み、規約の範囲内のプレイです。

そうです。ウェルカム入金ボーナスで間違いありません。

メールを送るので確認をお願いします。

Thank you very much, natsu55, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello natsu55,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear natsu55,

It’s a pleasure to e-meet you. My name is Kubo, 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 Donbet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Donbet 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,

Kubo

Hello, this is a third complaint about the wider issue we are facing. We sent an email to two of your colleagues about it.

Please reach out to us at info@donbet.com

Dear Donbet Casino,

Thank you for your response. I have reviewed the information regarding the other cases and understand the broader context; however, I am still unable to determine the outcome for this particular player.

Could you please advise us on the next steps in this case? Additionally, are there any notable differences between this player’s situation and that of the player in the complaint handled by my colleague Pavel?

I would appreciate it if you could share the details either here or privately via email at jakub.m@casino.guru.

Thank you for your cooperation.

Hello again, yes, there definitely are similarities to those users, their gameplay and actions on the website. We need additional time for the investigation with this player, and another one has made the complaint with similar circumstances. If we cannot find the evidence, the users will be able to withdraw the money.

Dear Donbet Casino,

I would like to follow up on the ongoing case and inquire whether there are any updates available at this stage. Have you identified any signs of a potential violation? Additionally, could you please provide an estimated timeframe for the completion of your review?

Thank you for your time and cooperation.

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.

Dear natsu55,

Have there been any updates on your end?

Unfortunately, the casino representatives have remained silent so far. However, based on our previous positive experience with their level of cooperation, I’ve decided to take the initiative and have reached out to them through an alternative channel. I’m currently awaiting their response and will keep you informed of any developments as soon as they arise.

I sincerely apologize for the inconvenience and truly appreciate your continued patience.

Hello everyone. We are unable to find the concrete evidence and we decided to let the user withdraw the money.

The user will be asked do video verification and after we make sure everything is correct, he will be able to withdraw money according to the withdrawal limits.

Dear Donbet Casino,

Thank you for your response and for making a fair and reasonable decision.

Dear natsu55,

You should receive instructions regarding your video verification shortly. Please follow the casino’s guidelines carefully. If you encounter any difficulties - or once your verification is successfully completed and your withdrawal has been processed - do let me know.

Thank you.

I was not able to withdraw all of the money because there is a weekly withdrawal limit, but I was able to withdraw a portion of it. Thank you for your cooperation.

週間で出金上限があるため全ては出金出来ていませんが、一部出金することが出来ました。ご協力ありがとうございます。

Dear natsu55,

Thank you for the update.

Since the majority of your balance has already been successfully withdrawn and the remaining portion is expected to be withdrawn next week, I will proceed with closing the complaint as resolved. Should anything go wrong with the withdrawal of the remaining funds, please don’t hesitate to contact me directly at jakub.m@casino.guru, or request the reopening of this complaint through your Casino Guru account.

Thank you for your cooperation throughout the process. If you encounter any further issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center - we're always here to help.

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo