The player from India had his account with Dafabet accessed by an unknown party who had attempted a withdrawal. When the player had contacted support, the withdrawal was cancelled, but his account was closed. The player had created a new account upon recommendation, only for the new account to also be closed without receiving the balance from the old account. The player had provided all necessary email communications between himself and the casino. After reviewing the situation, the Complaints Team had concluded that there was no evidence of the casino advising the player to create a new account. The team also noted that the issue could have been considered a cybercrime, which was beyond their jurisdiction. Furthermore, the player's withdrawal request was related to sports betting, which was outside the scope of the Complaints Team. Therefore, the complaint was rejected.
Dafabet Casino - Player's accounts have been blocked with no balance returned.
Amount: 1,181,416 INR
Dafabet Casino
Safety Index:Above averageOther
REJECTED
Case summary
I have account a ( username - L***6064 ) dafabet in dafabet, on 10/01/2024 someone login in my account and he make a Withdrawal request,
But I'm contact by live chat support and cancel my these withdrawals request.they have close my account.
Dafabet senior team call me and said you can create new account so we will manually credit the old account balance to new account.
I'm create new account ( username - S****098 ) ,I'm verify my new account but still they not credit my old account balance to new account.
Dafabet again closed my new account and not responding.
Please help me CASINO GURU TEAM 🙏😭
Dear loki6064,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Dafabet Casino. I have checked the Terms and Conditions and this is what I found:
6. Username, Password, Pin and Customer Information
6.1 In order to protect your funds and personal information, as a Registered Customer, you will be presented with a username and password ( " Account Access Information " ) which is for your personal use only. It is your responsibility to ensure that the Account Access Information remains confidential at all times and you shall be fully responsible for any misuse and/or unauthorised disclosure of Account Access Information to any third party. If you are concerned that your Account Access Information has been made available, its security has been compromised or has been accessed by any third party without your knowledge or consent, you should forthwith notify Us immediately whereupon new Account Access Information may be provided by Us to you. Any Bets or requests made online where the correct Account Access Information has been used will be considered valid and binding to you and us. Only after your notification to Us that your Account Access Information has been compromised and Us suspending the Account will Bets or requests made online with the Account Access Information be deemed void.
Do you have any written evidence from the casino stating that you may open a new account? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post screenshots here. Please understand that creating multiple accounts is usually strictly forbidden by the casino and may lead to confiscation of your entire balance.
Do I understand correctly that you passed the full KYC verification?
Have you received any explanation as to why your second account was blocked?
Do I understand correctly that the unauthorized withdrawals were canceled by the casino before they were processed and paid out?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Yes my account fully verified, i have create new account as per dafabet support agent.
My account is under review because someone try to hack my account.
Today is 15 days complete still dafabet not unlock my new account.
They saying management reviewing my account,
I'm very frustrated with this,
I need my money 😭😭.
Can you please forward me all your email communication between Dafabet and you? Not just screenshots, I need the entire messages. My email address is veronika.l@casino.guru.
Hi Veronika,
Thanks for your message.
I'm forward all communications email between me and dafabet.
Kindly please check and help me.
I'm forwarded my emails from lok***@gmail.com to your email.
Please help me.
Thank you for your numerous emails. Following a comprehensive examination of your situation, we have reached the following conclusions:
Firstly, there is no evidence to suggest that customer support advised you to create a new account. Since having multiple accounts violates the Terms and Conditions, we require clear evidence that the casino recommended this action over providing new account access information (login, password) before confronting the casino or continuing the investigation.
Secondly, if your initial casino account was compromised, it could be considered a cybercrime. Unfortunately, we do not handle matters related to cybercrime. Theft and misuse of possessions fall under the jurisdiction of the police and your bank, rather than an intermediary like us. Please understand that we lack the legal authority and resources for investigations or prosecution. We believe the responsibility for this crime lies with the individual who committed it, not the casino.
Thirdly, the manual withdrawal request you emailed to the casino explicitly mentioned withdrawing winnings from Dafabet Sports. Our forum, Casino.Guru, exclusively addresses complaints related to online casinos. While I acknowledge the difficulty you may be facing, we lack the necessary information to handle issues related to sports betting.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
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