The player from Germany, who had deposited a significant amount of money, encountered issues in verifying his ID. Despite having successfully verified his account, it was put under a half-year investigation while his withdrawal had been accepted. The player had engaged in sports betting and casino games without an active bonus. The verification process had been problematic as the player's ID card and passport photos were rejected. However, his address had been verified. We had asked the player to forward any documents and photos submitted for verification, but due to the lack of response from the player, we had to reject the case.
Donbet Casino - Player faces excessive verification and investigation.
Amount: €3,350
Donbet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Hello, I began playing on this account on 26.2 and deposited a significant amount of money. I endeavored to verify myself, but oddly enough, my ID verification was denied while my address verification was accepted. I then became quite defiant as I realized this casino no longer has a license and I wanted to leave as quickly as possible. I then received an email asking me to verify my address, even though that was already marked as complete in my account. I was then informed via live chat that I simply needed to verify my person, which I did this morning via passport. I then requested my first withdrawal which was received.
Five minutes later, I received an email stating my account will be under investigation for half a year. I'm afraid I don't understand the need for this verification rigmarole and, as my account is only a few days old, a half-year investigation seems utterly excessive.
Automatic translation:
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9 months ago
Dear Shogun34,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- Have you been informed what specifically seems to be a problem in verifying your account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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9 months ago
Translation
Hello,
I played sports betting and casino.
I played without an active bonus.
That's the problem, in the end I wanted to verify my ID card with a photo in my hand at the weekend, which was rejected. This morning I tried with my passport also with photo in hand. Then this morning I saw that my verification using the passport was also rejected, then a small amount was paid out and 5 minutes later the email came that my account is under investigation. However, my address was already verified last weekend. How can you verify the address if you have not yet verified the person? Very stupid circumstances.
Automatic translation:
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9 months ago
Hi Shogun34,
- Kindly forward any documents and photos you submitted for verification to petronela.k@casino.guru.
Furthermore, please note that if your verification issue becomes related to sports betting in any way, we regret to inform you that we cannot assist you, as we do not handle complaints regarding sports betting.
Thank you in advance for your cooperation and understanding.
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9 months ago
Dear Shogun34,
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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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
