Donbet Casino - La solicitud de retiro del jugador ha sido denegada.

At the beginning of December 2024, I registered with this casino, received my first deposit bonus and started playing.

After carefully reading the bonus terms and conditions and clearing the wagering requirements, I requested a withdrawal and received a KYC request, which I submitted.

After that, I received a message refusing my withdrawal without any explanation.

I can log in to the site but I can't request a withdrawal.

Please investigate why I cannot withdraw money even though I have not committed any violations.

2024/12月の初め頃、このカジノに登録し初回入金ボーナスを受け取り遊びました。

ボーナス規約をよく読みボーナスの賭け条件をクリアしたあと出金申請をするとkycの依頼が届いたのですべて提出しました。

その後、理由の説明もなく出金の拒否の連絡が届きました。

サイトにはログイン出来ますが、出金申請が出来ない状況です。

一つも違反をしていないのに出金が出来ないのは何故なのか調査をお願いします。

Dear asummer,

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 you completed the account verification in the casino?
• Which welcome deposit bonus did you activate and play?
• Have you tried contacting casino support? What was the casino's response?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with casino support regarding the issue? 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 have completed the KYC required by the casino.

・Special Welcome Casino Bonus: Get 150% up to 750 €/ $ + 50 Free Spins!

I remember this was a welcome bonus.

・I will only inform you by email that I have closed my account. I will confirm the details in the chat and reply by email.

・I increased my balance by only playing slot games. Of course, I was within the bet limit.

・Okay, I'll forward the email.

・カジノに求められたkycはクリアしました。

・Special Welcome Casino Bonus: Get 150% up to 750 €/ $ + 50 Free Spins!

このウェルカムボーナスだったと記憶しています

・メールではアカウント閉鎖の連絡だけ。チャットでは確認してメールで返事します。という返答です

・スロットゲームのみで残高を増やしました。もちろんベット上限を守っています。

・分かりました。メールを転送します

Thank you very much, asummer, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 asummer,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Donbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Hello,

There is an ongoing investigation about the abuse of welcome bonuses by multiple accounts. If the investigation finds no evidence, the user will be able to withdraw money without a problem.

Dear CasinoGuru representative, we can discuss the case in more detail; reach out to us via mail at info@donbet.com

Dear Donbet Casino,

I have contacted you at the email address you provided.

Hello,

The user will be able to withdraw the money; the account is open.

Even though it says that withdrawal is possible, I was asked for a new video verification. Why is that?

出金可能と書いているのに、新たにビデオ認証を要求されたのですが、何故でしょうか？

Dear asummer,

If you pass video verification and therefore verify your identity, you will be able to withdraw the funds. Please proceed according to the casino's instructions.

Dear asummer,

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.

I successfully passed the video verification and was able to withdraw the funds. Thank you for your cooperation.

ビデオ検証に無事合格し、資金を引き出すことが出来ました。ご協力ありがとうございました。

Dear asummer,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru