HomeComplaintsDBbet Casino - Player’s withdrawal has been denied.

DBbet Casino - Player’s withdrawal has been denied.

Amount: €300

DBbet Casino
Safety Index:Above average
Submitted: 07 Nov 2024 | Resolved : 17 Nov 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 days ago

The player from Portugal faced difficulties withdrawing funds after making a deposit via multibanco, as the casino claimed the withdrawal method was unavailable. Despite having previously requested account exclusion and experiencing issues with the casino, he hoped to resolve the matter with Casino Guru. The issue was resolved when he confirmed the closure of his account at the casino, leading to the complaint being marked as 'resolved' by the Complaints Team.

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2 weeks ago
Translation

After experiencing several issues with this casino, where I even requested account exclusion but was ignored, I made another deposit and now they won't accept the withdrawal. I made the deposit via multibanco, and now they say the withdrawal method is unavailable. I've been scammed by this casino before, but this time I hope the casino guru can help me resolve it, as this casino will not keep my money again.

Automatic translation:
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1 week ago

Dear Aringarosa87,

Thank you very much for submitting this complaint. I am sorry to hear about your problem with DBbet Casino. Please allow me to ask you a few questions to clarify your situation.

First of all, when exactly did you request to be self-excluded from this casino? Have you specified the reason for your self-exclusion request? Has the casino responded to the message you sent them? Please forward me the account closure request you sent to the casino at veronika.l@casino.guru.

Regarding Multibanco not being available for withdrawals, please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Please send me a screenshot of the available withdrawal methods in your casino profile.

Could you kindly confirm if you passed the full KYC verification?

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

Veronika


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6 days ago

Dear Aringarosa87,

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.

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6 days ago
Translation

The case has now been resolved and I've closed my account at that casino, as I have at all the others

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4 days ago

Dear Aringarosa87,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru 

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