The player from Austria had had issues withdrawing from his Dafabet casino account. Despite having been fully verified for years, the casino had requested new documents. The player's emails, which contained the required documents, seemed to have been blocked by the casino's server and he had not been allowed to upload documents from a different email address. After the player had submitted his complaint, we had invited a Dafabet Casino representative to join the conversation. The casino had requested additional documents, which the player had promptly sent. After a delay, the casino had confirmed receipt and verification of the documents. The player had then requested a new withdrawal and confirmed that he had received his funds. We had subsequently marked the complaint as 'resolved'.
Dafabet Casino - Player is experiencing difficulties with re-verification for withdrawal.
Amount: €840
Dafabet Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Dafabet is refusing to pay out.
I requested a payout, and my account has been fully verified for many years. After my account has aged significantly, they wanted a new invoice and selfie. Okay, I sent those, but everything was rejected.
Reason: They are not receiving any emails from me, obviously their server is blocking emails from Hotmail. However, they won't let me upload the documents nor send them from a different email address, making it impossible for me to get verified.
Dear DiePartei,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that you cannot request a withdrawal without providing new documents?
Have you tried contacting the casino via other channels such as live chat or contact form? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I tried everything and suggested everything to them (via chat, via upload, via another email address), but everything was rejected.
I will be happy to send you the correspondence.
Best regards
Thank you very much, DiePartei, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
Dear DiePartei,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Dafabet Casino representative to join this conversation.
Dear Dafabet Casino, could you please provide more information about this case?
Looking forward to your reply.
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 DiePartei,
Please send a clear and readable HLV, copy of your passport please.
Thank you
Dear Dafabet Casino,
thank you for your reply.
Dear DiePartei,
will you be able to send the required documents, please?
Of course I'll be happy to send it to you.
Best regards
Dear DiePartei,
your email has arrived and I forwarded it to Dafabet Casino.
Dear Dafabet Casino,
can you please confirm you received the verification documents email, please?
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 DiePartei,
Your documents have been received and verified, please check that you can withdraw your amount properly now and let us know that everything is going correctly.
Thank you
1 Stunde später
Dear Dietmar,
Thank you for choosing Dafabet!
Please be advised that your withdrawal request amounting to EUR 840.00 that you have submitted on 24/05/2024 22:44:44 GMT+8 is still in a pending status on our end. To further process your withdrawal transaction, kindly send us the following documents using your registered email address to documents@dafabet.com.
1. Uncropped colored photo of a valid National Government issued ID with clear name, date of birth, signature and photograph with all 4 edges clearly visible. Colored Scanned copy may be considered, photocopy is not accepted.
2. A photo of you holding the valid ID, next to your face. Make sure the ID information is clearly readable once zoomed.
3. Proof of address such as Bank Statement or Billing Statements such as bank account/s or mortgage statements, utility or land-line phone bills. Student residency papers, credit card bills/insurance papers and council tax papers are also acceptable. All such proof of address credentials must be current, i.e. documents issued within the last 3 months. Please note that we may request updated copies of documents in the future when the documents which have already been received expire.
Note that If sending a passport copy, send both pages in full as opposed to just the photo page with all 4 edges clearly visible. Colored Scanned copy may be considered, photocopy is not accepted. You may also visit the link below to see the guide on "how to upload documents"
https://www.dafabet.com/en/faqs/general.
The document(s) will be subject to validation checks which should be completed within 12 hours of receipt. Do note that validation may go beyond the timeframe given should there be additional information needed from you. Your patience and cooperation are greatly appreciated.
In the event that your documents are not received within 5 days, your withdrawal request will be declined.
You may also visit our General FAQ Page by clicking the link below, to have a guide on how you can send your document. https://www.dafabet.com/en/faqs/general.
If you need further assistance, please do not hesitate to contact us.
You can contact us through our "Live Chat" facility. To help us improve our service, simply login to your account before clicking the "Live Chat" button to be directed to the correct Customer Support representative.
Alternatively, you can call us through our International Toll Free Number:
International Call: +63 2 889 0931
International Toll Free: IAC + 800-7423-2274
Best regards,
Alex
Dafabet Customer Support
The money was paid out today.
Many thanks to the CG team!
lg
Thank you, DiePartei, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
