Donbet Casino - Player encounters a delay in withdrawal due to extensive verification.

Trying to withdraw and they keep asking for to verify every card ever used , every bank statement that covers every payment.,

every response they give gives a different answer to the last.

They are slow to reply and generally unhelpful.

they look for any any every way to find a way not to pay out

Dear mraxm47, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify which of your documents have not yet been verified?

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

They keep asking to see a previous card of mine which was a virtual card.

this card number was compromised and so I had to change it. Therefore there is no way now I can produce this card.

I have sent all my bank statements in the correct format and await their reply … I will inform of outcome

Have you contacted your payment provider to issue some official document confirming that the card belonged to you before you had to cancel it?

Dear mraxm47,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.