HomeComplaintsDonbet Casino - Player's account is closed without explanation.

Donbet Casino - Player's account is closed without explanation.

Amount: €85

Donbet Casino
Submitted: 06 Jan 2025 | Case closed : 21 Jan 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Greece had opened an account, completed identification, and made a deposit. However, after playing and leaving a balance of 85 euros, the player found the account blocked and received no response from live chat support. The Complaints Team had attempted to assist by seeking further information and extending the response time, but due to the player's lack of response, the complaint was unable to be investigated and was rejected.

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Good evening.

I opened an account at this casino a few days ago and did the identification right away.

I uploaded the passport and selfie they asked for and my account was verified.

I made a deposit with LTC 30-40 euros.

Yesterday I played 3-4 slots for quite some time and left the account with 85 euros in it. A while ago I tried to log in and I got a 'user blocked' message.

I try to talk on the live chat but no one answers. It's unbelievable what's happening. I should have first read the comments here on your forum and avoided this casino.

I would beg you very much to help me.

Thank you very much!

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Dear kantouc,

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. 

  • Did you play with an active bonus?
  • Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

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Dear kantouc,

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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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.

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