Dahibet Casino - Player’s account is closed without explanation.

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Dear TedFrnk1988,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

To better understand the situation and review your case thoroughly, please allow me to ask you a few questions:

• Could you please confirm the balance in your account at the time it was blocked? Were there any recent transactions shortly before the account restriction?
• Which types of games did you primarily play (e.g. slots, live casino, sports betting, etc.)?
• Had you completed and passed the verification process before you lost access to your account?
• Did you accumulate your winnings with an active bonus, or without any bonus?

I hope we will be able to assist you in resolving this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Dear Petra,

Thank you for your message and for reviewing my case. Below, please find the requested information:

• Account balance at the time of the block: The balance was 440 USD.
• Recent transactions: There were no transactions shortly before the account restriction, other than the initial deposit and the gameplay itself. No withdrawals were requested or processed.
• Types of games played: I played slots only. No live casino, sports betting, or other game types were used.
• Verification status: I did not have the opportunity to upload any verification documents before losing access to the account.
• Bonus usage: The winnings were accumulated with an active bonus; however, the bonus wagering requirements were fully completed and released before the account was blocked.

I remain concerned about the lack of clarity from the casino and the absence of any concrete explanation regarding the account block and the funds. I appreciate your assistance and hope this information helps move the case forward toward a fair resolution.

Please let me know if you need any additional details from my side.

Kind regards,

Ted

Thank you for your reply and for providing the previous details, TedFrnk1988.

Can you provide any screenshots or details of the conversations you had with Dahibet’s support team? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra, I want to thank you and the Casino Guru team in advance for your support and assistance with this case.

I just sent you the conversations I had with the online support team at this casino. To be honest, these chats were very short and didn't contain much information. I hope they are helpful.

I'll be available if you need any further assistance.

Regards,

Ted

Dear TedFrnk1988

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barborka (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello TedFrnk1988,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 TedFrnk1988,

I have attempted to contact the casino multiple times; however, unfortunately, I have not received any response from their side. Without the casino’s cooperation, there is very little more we can do at this stage. For this reason, I will now mark the complaint as unresolved in our system.

I understand this is not the outcome you were hoping for. Please note, however, that unresolved complaints negatively affect the casino’s rating on our website, which may encourage the casino to improve its approach in the future. If the casino decides to respond at any point, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Offshore Finance Authority (AOFA), also known as Anjouan Gaming, by submitting a complaint through the license badge displayed in the footer of the casino’s website. Regulators often have additional tools and authority to assist players in situations like this.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information in our article. If you need any assistance with the submission process, or if you receive a response from the regulator, please don’t hesitate to contact me at barbora.p@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Kind regards,

Barbora, Casino Guru