Donbet Casino - Las ganancias del jugador están siendo revisadas.

Hello, on July 30th I was playing at my casino provider Don Bet and got a winning picture, but unfortunately the system crashed. Luckily, I took a screenshot and my problem...

I also described the situation to Donbet, and since then it has been under review.

Hallo am 30.7 hatte ich bei meinem casino anbieter don bet gespielt und ein gewinn bild bekommen jedoch leider kam ein systemabsurz gut war aber das ich ein screenshot gemacht habe und mein problem

auch donbet geschildert habe seit dem liegt es in prüfung

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Denis22nrw1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.

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

• Do I understand correctly that you only experienced this once with one specific game and bet?
• Has this bet been recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Denis22nrw1,

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.

Hello, I sent you the winning picture. When the picture with the winnings appeared, I was thrilled and quickly took a screenshot, which I also sent you. The picture appeared during the free spins, but when the picture appeared, there was a long loading time, and when the picture reloaded, the amount wasn't credited to my Donbet account. In the end, I only had about €250 from the free spins instead of over €4000. Donbet was notified, but nothing has happened to this day. Best regards.

Hallo ich hatte ihnen noch das gewinn bild zugesendet wo das bild mit dem gewinn kam hatte ich mich riesig gefreut ubd schnell ein screnshot gemacht was ich ihnen auch zugesendet hatte das bild kam bei denn freispielen zustande jedoch wo das bild kam war auf einmal ein langes laden und wo das bild neu geladen wurde wurde mir die summe nicht meinem donbet konto gutgeschrieben am ende hatte ich knapp 250euro bei denn freispielen anstatt uber 4000euro donbet wurde benachritigt jedoch bis heute nix passiert lg

Thank you for your reply, Denis22nrw1. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

I don't understand your question. The cancellation during the spin has happened quite often with Donbet, but this time the winning picture wasn't credited to the betting account. I couldn't see this win anywhere in the game history. I can gladly give you my password; perhaps you'll find something in the game history. The annoying thing is that Donbet hasn't responded for over two weeks. They're probably still working on it. I contacted them a few times with the picture. Thanks.

Verstehe ihre frage nicht der abruch während des drehens ist schon öfter bei donbet vorgekommen jedoch diesmal hat er das gewonnene bild nicht dem wettkonto gutgeschrieben in der spielhistorie habe ich diesen gewinn nirgendswo sehen können ich kann ihnen gerne mein passworr geben vielleicht finden sie doch was in der spielhistorie das dumme ist donbet lasst sich seit uber 2wochen zeit wahren wohl noch dran hatte sie paar mal mit dem bild angeschrieben lg und danke

Dear Denis22nrw1,

Thank you for your reply and for providing additional context regarding the situation.

After carefully reviewing all the information and the evidence available, we must conclude that we are unable to proceed further with this complaint.

If the reported winning round is not present in your betting history, we cannot fully conclude our investigation and deem the winnings valid. Without a verifiable record of the bet, we are not able to approach the casino and request an investigation, as there is no concrete reference point for them to review on their end.

While we acknowledge your belief that the casino or game provider may be able to locate the round internally, from our position, we are required to rely on evidence that can reliably identify the disputed gameplay.

For these reasons, we are forced to reject this complaint.

We recommend continuing communication directly with the casino’s support team or with the game provider, as they may still be able to assist you further.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru Team