DavBet Casino - Player’s account is restricted and funds are withheld.

Hello, I deposited 300 reais into my DAV Bet account on 14/08/2024, but my account ended up being blocked for no apparent reason. I did not use any bonuses or anything like that. DAV BET simply informed me through their support that my account was being monitored, even though I did not violate any casino rules. They say this to keep the account on hold for months. I need someone to help me withdraw my own money from the platform. I'd like to emphasize once again that I did not gain any earnings on the platform with my deposit or through using any bonuses with this deposit.

They informed me that it was a regular monitoring, but they gave no timeframe for this analysis. As such, they just hold the customer's money until they give up. In my opinion, they have no reason to block my account with this monitoring, as no terms were violated.

Yes, my account is completely verified! I've asked for an estimated time, and they simply have no answer, merely hoping that the customer will forget about the money.

Another thing, I can't even access the games.

Dear natanespinoza,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DavBet 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? 
• How did you learn about your account being blocked? 
• Have you made any successful withdrawals from the casino in the past?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Thank you very much, natanespinoza, for providing the necessary information. 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 natanespinoza, 

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 DavBet Casino representative to join this conversation. 

Dear DavBet 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.

Thank you for your message. We want to remind you that your account is currently under monitoring as part of our commitment to client security.

We previously requested documentation on August 23rd, but we have not received anything from you yet. We are here to assist you, so please submit the necessary documents to help expedite the evaluation process. If you have any questions or need further assistance, feel free to reach out.

Thank you for your cooperation.

Dear DavBet Casino,

thank you for your message.

Could you please provide a list of the documents that natanespinoza needs to submit?

1. Write "Davbet" on a piece of paper and take a selfie holding the paper where "Davbet" is written.

2. Take a photo of your documents along with the paper where it says "Davbet".

3. Take a selfie holding your documents and the paper with "Davbet" written on it.

If you have any questions,feel free to reach out.

Dear DavBet Casino,

thank you for the update.

Dear natanespinoza, 

could you please follow the casino's instructions? Please keep us updated about any new development.

Good morning Ok.

I'll send you the requested documentation!

Where should I send it? On the website? Email?

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 Customer 

We have contacted you by mail. The following document can be sent to that mail.

Thank you!

Dear DavBet Casino,

thank you for the message.

Dear natanespinoza, 

did you send the required paperwork to casino, please?

The necessary documentation has already been sent by email, can you check and release my money?

Thank you.

Dear client, you sent us only half of what we asking you for the KYC verification, for complete KYC verification please provide also these 2 steps.To pass the verification process you has to provide

1.photo of your documents and the paper where you wrote "Davbet" and date (pls note document must be the same you provided before to verify your account)

2.selfie with your document which you provided to pass verification and the paper where you wrote "Davbet" and the date

Dear DavBet Casino,

thank you for the message.

Dear natanespinoza, 

could you please follow the caisno's instructions and send them the required paperwork?

Dear natanespinoza,

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.

all documents have already been sent to the email address requested.

Dear natanespinoza,

thank you for the message.

Dear DavBet Casino,

have you received the necessary paperwork? Is there anything further you require?

yes, I've received it and it's been sent.

Dear client.

Thank you for your patience and understanding, the following process will be carried out by our customer support team.

Dear DavBet Casino,

could you provide any updates on this case, 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.

Dear natanespinoza,

are there any new recent developments?

I can't do anything with the account.

Dear natanespinoza,

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 Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) 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 (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak