The player from Austria is experiencing difficulties verifying their casino account due to spelling irregularities in the surname. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Dafabet Casino - Player’s struggling to verify their account.
Black points: 245
Amount: €2,300
Dafabet Casino
Safety Index:Above averageSafety Index
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Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
For 2.5 weeks I have been trying to pay something that I have been denied due to my surname. Since the letter "Ö" does not exist in English, I had to enter my name in the account details with "Hoeritsch", as is also required by law / customary.
Dafabet therefore refuses to pay out because the names Höritsch in the passport and Hoeritsch in the account details are not identical. Visits in the chat and explanatory e-mails unfortunately did not help. Very dubious and shocking this practice ....
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3 years ago
Dear Thommy1911,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if any of your personal documents can be found with "OE" spelling?
It is a well-known fact that the German alphabet includes different letters, and their spelling versions should be accepted worldwide.
"Is Ö the same as OE?
Ö or ö is one of the 4 extra letters used in German. It can be replaced by using the letters Oe or oe. In English language newspapers, it is often written as O or o but this is not correct."
If there’s any relevant communication, please forward it to petronela.k@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Many thanks for the answer!
No, there are of course no such documents with oe spelling, because the surname in German is just the way it is (and unfortunately I don't have another passport from an English-speaking country).
Kind regards
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3 years ago
Thank you very much, Thommy1911, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Thomas,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Dafabet Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hi Peter!
Yesterday the casino first rejected the withdrawal request and then paid out part of it. Unfortunately, I have not yet received an answer as to whether the problem has been solved or not. Lg
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3 years ago
We would like to ask Dafabet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
