Donbet Casino - Player encounters verification issues that delay withdrawal.

Verification Obstacles!

Have completed verification, submitted verification for bank card but was rejected.

Reason given was that they need to verify another card I had used previously on the site and that I would need to submit both cards via email.

I have attempted to withdraw via SEPA using IBAN and it is declined each time as they say the cards need verifying. Verification can take up to 48 hours after last submission, these are all hurdles that go against KYC procedures implemented by other casinos.

However I have complied and submitted the necessary documentation.

I am hopeful that after 48 hours (I am still able to play through my funds which I will not be doing!) the withdrawal will commence however having read other reviews I suspect further obstacles will be put in my way. I shall keep you updated!

Dear saplingswinner,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Have you provided the casino with the requested documents showing that you are the owner of all the payment methods that were used for depositing to your casino account?

When exactly did you provide these documents to the casino?

Did you make sure that all your personal information as well as the card numbers are clearly visible?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Just been informed that verification of my cards has now finally been accepted however it will now take 3 days to process the withdrawal. This is on top of the time to verify account.

I have received a withdrawal minus over £100 which Donbet have put down to fees or currency exchange. Simply put avoid these cowboys like the plague! Thanks Casino Guru -Happy for case to be closed.

Dear saplingswinner,

I'm glad to hear that your issue has been resolved, although your winnings were reduced by a rather large processing fee. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru

We’ve reopened this complaint at the request of Donbet Casino. The casino sent us the following email:

Hello,

We apologize for any inconvenience our verification process has caused you, but please remember that KYC verification plays a critical role in our efforts to lower the risk of financial crime, identity theft and money laundering.

After you have been completely verified, we will not disturb you with this topic for a long time.  

The best course of action in these situations, when you are worried about losing money, is to ask for a temporary bet blocking mechanism.

As for the fees that were charged, we can assure you that Donbet Casino has 0% fees on any of the transactions made from or for our website. Your fees were charged by your bank or your payment provider and you can confirm this information with them.

Thank you for the information and suggestions for the player.