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

I signed up for an account with Donbet.com on 27 June 2026. I made 4 deposits totalling around £1,100. The last deposit I made was £379.52 (bitcoin). Before this final deposit was cleared, I attempted to verify my account by providing a selfie and my passport.

I war then advised that my passport had been used on another account. I recalled thay I had previously had an account with Donbet.com over a year ago. I had self excluded as I have a gambling issue.

I therefore made a withdrawal request for the same amount as I deposited (£379.52). I did not wager any of this sum because I was locked out of the account.

I have contacted donbet.com's customer service and asked for my final deposit to be returned. I am not looking for any winnings as there were none. I have not had a response.

Please can you help me secure a refund of my final deposit? I can provide evidence if necessary

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Dear Mrwhite888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from your account at Donbet.com.

To better understand your situation and provide the right assistance, could you please clarify the following:

• In the attached screenshot of your email with KYC@donbet.com, they mentioned that the closure request of your previous account was not completed. Could you please confirm if the previous account had finally been closed or if both old and new accounts are still open?
• As your previous self-exclusion was not completed, would you want to request self-exclusion for your current account now?
• In your new account, you deposited money four times. Did you successfully withdraw money from winnings from any of these deposits? If so, how much money were you able to withdraw?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Jean

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

Dear Mrwhite888,

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,

Jean