Donbet Casino - Вывод средств игрока задерживается.

Hello,

I would like to file a complaint against Donbet casino. On November 1, 2024, I registered with Donbet casino, completed the identity verification procedure, and deposited money into my account. I played in the casino and placed sports bets. However, as soon as I started winning and requested a withdrawal, the casino blocked my account. A few days later, the casino sent me an email stating that my account had been unilaterally closed without any explanation. The casino refuses to pay me any money.

I am ready to provide screenshots of my gaming account and correspondence with their support team.

Dear Casinoguru, I kindly request your assistance in resolving this matter.

I also plan to file a complaint with the casino's licensing authority.

Thank you in advance for your help.

Dear yevhen100100,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The casino cancelled the withdrawal of funds on my account.

And after the order for withdrawal of funds, some investigation began without any deadlines.

"""" At the sole discretion of our company, your account has been closed. The company also reserves the right not to inform the player about the reasons for such actions. Please read our terms and conditions. We will contact you as soon as the investigation is complete.

If you have any questions or requests, please do not hesitate to contact us. We will be more than happy to assist you at any time.

Have a good day!

—

Best wishes,

Kenny / Support Agent """

Dear yevhen100100,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, dear CASINO-GURU. There have been no changes, and they don't write me any more letters.

Dear yevhen100100,

Thank you for all the information provided so far.

I will now forward your complaint to my colleague Peter who will be assisting you from now on.

I would like to point out that if your account was blocked due of your sports betting activity, we will be forced to close the complaint as we deal only with casino related matters.

Wish you best luck resolving it.

Regards,

Nick

Thank you. I look forward to hearing from you.

Hello there,

Thank you yevhen100100 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Donbet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player receive their winnings.

Thank you!

Hello.

Dear customer, Your account is under investigation for suspicious sports betting. If the investigation finds no evidence, you will be able to withdraw funds without a problem. The account is open, but the actions are suspended. We apologize for any inconvenience.

Hello, Donbet Casino. It has been almost a month. How much longer do I need to wait for my account to be unlocked? Is this investigation because I won?

Thank you for the update Donbet Casino representative, would it be possible to provide a timeframe during which this check should be finished? Thank you in advance!

Hello again.

The investigation may take up to six months to finish. Suspicious sports games and therefore sportsbook bets are very hard to investigate and take time.

Dear CasinoGuru representative, we ask you to contact us via mail so we can send you the proof.

Reach out to us via mail at info@donbet.com

Thank you for the update Donbet Casino representative. I will contact you at the requested email but if possible you can also contact me on my email if needed. (peter.c@casino.guru) Thank you in advance for your response!

Hello,

We have responded to the email.

Thank you for providing me with the evidence Donbet Casino representative.

Dear yevhen100100, it came to light that your complaint was purely sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter