Donbet Casino - El retiro del jugador se retrasa y la funcionalidad de la cuenta está restringida.

I tried to make my first withdrawal from Donbet and it got rejected. They told me to complete KYC verification on their website, which I did.

Then they asked me to send a video verification by email. I sent it on January 13th. It was only a few seconds long, with me a paper and my Id, nothing complicated to review and it has been more than a week !

They confirmed the same day that they received it and said they would contact me when the verification was done. After 2 days I asked for an update and they just told me they "cannot provide an exact timeline" and to wait.

It's been 6 days now for a video that takes seconds to review. I've done everything they asked but they keep giving me vague answers and no real information.

What really worries me is that the withdrawal button on my account is now greyed out and they won't explain why. Honestly at this point I'm starting to feel like I've been scammed.

I did everthing they asked for so I just want my money.

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Hello,

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

• What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Could you please specify which documents you sent to the casino for verification? Have all of them been successfully approved?

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

Hi Veronika,

Thank you for your response.

I played sport betting and maybe a bit of casino but I did not accept any bonuses or anything else. Just regular play with my deposits.

For documents I did everything they asked for. First it was KYC on their site which they have validate almost instantly then they asked for a video verification that I sent January 13th. They confirmed they got it.

Since then I keep asking for updates, they just say "no timeline". I think they try to scam me because the video is very short (just me with a piece of paper and my id), couple of seconds long but it takes weeks too validate... weird. Also my withdraw button is now greyed out and they won't tell me why.

Thanks for you help

Please forward me the documents you sent to the casino for verification, including the verification video, at veronika.f@casino.guru. Kindly include the communication between you and customer support regarding the delays in your KYC process as well.

Hi Veronika,

Thank you for following up.

I wanted to let you know that Donbet has finally verified my video.

I am now going to attempt to withdraw my funds. If the withdrawal goes through without any further issues, I will be happy to mark this complaint as resolved.

I will keep you updated on the outcome.

Thank you for your help.

Best regards,

Swann

Thank you for the information. Have you received your winnings in the meantime, or are you still waiting for them to reach you?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sthebos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika