Donbet Casino - La solicitud de retiro del jugador está retrasada.

This time I registered with DONBET and played.

I took out about $10,000 and tried to withdraw it, but for some reason I couldn't withdraw it.

I don't agree with the investigation

I had given up.

However, when I looked at the complaints page this time, I found an article stating that someone who had filed a complaint in the same situation was able to withdraw their money, so I decided to post this.

I haven't received my deposit back and my winnings have been taken away and I'm in trouble.

Thank you Casino Guru.

今回DONBETに登録してプレイさせてもらったのですが

10000＄程出て出金かけようとしたのですが何故か出金してもらえず

調査と言われ納得はできないですが

諦めていました。

ただ今回クレームページをみたら同じ状況でクレームをしてた方が出金してもらえると書いてる記事をみつけて投稿させて頂きました。

入金分も返っても来てなく勝ち金も取られて困っています。

カジノguru様よろしくお願い致します。

Dear RYUKI,

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 how long you have been a player at the casino?
• 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 bonus?
• Could you please explain what investigation the casino has launched in your case?
• Is your player's account blocked?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? 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.

〇Can you tell me how long you have been playing at casinos?

I had been playing around a bit since my first deposit,

I stopped playing because no withdrawals were made.

〇What games did you play to accumulate your current casino balance? (slots, live games, sports betting)

I played a slot game.

〇Did you achieve your current balance thanks to the bonus?

Yes, I got the first bonus.

Can you please explain what kind of investigation the casino has launched into your case?

I don't know what research you're doing

They suddenly said they wouldn't withdraw any money.

Is the player's account blocked?

It's not blocked, but the withdrawal page is blocked

〇カジノでどれくらいプレイしてきたか教えていただけますか？

最初の入金で増えてから少し遊んでたんですが、

出金が全くされなかったので遊ぶのはやめました。

〇カジノの現在の残高を貯めるために、どのようなゲームをプレイしましたか？（スロット、ライブゲーム、スポーツへの賭け）

スロットゲームをしました。

〇現在の残高はボーナスのおかげで達成できましたか?

はい、初回のボーナスは頂きました。

〇あなたのケースに関してカジノ側がどのような調査を開始したのか説明していただけますか？

何の調査をしてるのかもわかりません

いきなり出金しませんって言われたので。

〇プレイヤーのアカウントはブロックされていますか?

ブロックはされてませんが、出金ページだけブロックされています

Thank you very much, RYUKI, 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.

Dear RYUKI,

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

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 RYUKI,

Unfortunately, we’ve yet to receive a response from the casino representatives. That said, based on our previously positive experience with their cooperation, I’ve taken the step of contacting them through an alternative channel and am now waiting for their reply.

I’ll keep you informed as soon as there’s any progress. Apologies for the delay, and thank you for 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 reaching a fair resolution.

Dear RYUKI,

You will soon receive the necessary instructions for completing your video verification. Please follow the casino’s guidelines closely. If you experience any issues - or once your verification is successful and your funds have been withdrawn - please keep me informed.

Thank you.

thank you.

I will post again once it's all finished.

ありがとうございます。

全て終わり次第また投稿させて頂きます。

Dear RYUKI,

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,
Kubo
Casino.Guru