Dafabet Casino - The player's account was blocked.

The issue that I have experienced was: I open account with Dafabet, deposit 15 mBtc and recive bonus of 15 mBtc, I made bets on baccarat and roulette and requested payout on 06.04.2023., they asked for documents which I provided (ID card), then they asked for selfie with ID card (front and back), J provided that several times but every time they say that pictures are not visible but they are high quality pictures where is everything visible very well and every other sportsbook or casino accept them just fine. In meantime they closed my account because I told them I will make complaint against them. 

I even suggest that they return only my deposit money but with no success. 

I never had this kind of issue with any other sportsbook or casino where I played. 

It's pretty obvious that they don't want to pay out my money. It made me feel very frustrated and I lost my hard earned money.

I hope you can do something about that. 

Thank you in advance.

Dear Nikozli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dafabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Do I understand correctly this was your first withdrawal from the casino?
• Do I understand correctly that the casino didn't accept your selfie with ID during verification?
• Could you please forward the relevant communication with the casino to my email at tomas@casino.guru?

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,

Tomas

Dear Nikozli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, I sent what you requested one week ago to email address you provided.

No news from Dafa either.

I apologize for not replying sooner.

The casino seems to question the email address you used for registration and they expect the information to be sent from a different email address.

Could you please advise if this was a misunderstanding or if you have registered under a different email address in the casino?

I'll await your reply.

I use only one email address and that’s the one I use when I sent you email.

I only used that email for correspondence with Dafabet so I don’t know what’s the issue here ?

Thank you very much, Nikozli, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Just a quick update, today morning Dafa sent me 15mBtc to my wallet which is my deposit amount. I sent them email asking about remaining 14.5 mBtc that was on my account before they closed it.

I will let you know as soon as I got any answer.

Hello Nikozli,

I'm Michal and I have taken over your complaint. I have reviewed this case and I'm glad that you have received at least your deposit back, but I will still contact the casino to shed more light on this matter and why you have not received all your winnings.

We would like to invite Dafabet Casino to join the conversation.

Dear Dafabet Casino,

Can you please provide more information about the reasons why the player has not received all of their winnings?

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 Nikozli,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal