Donbet Casino - Player's withdrawal is delayed due to investigation.

Hi,

For the last month, I've had my withdrawals blocked on Donbet and its sister sites.

Support claims my account is pending an investigation, however, no progress has been made in the last month. Additionally, my account is fully verified so there is no reason for my withdrawals to be blocked

Dear BenTheBacker,

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 make sure I understand your situation completely.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

How long has your account been under investigation?

Have you received any email from the casino explaining the reason for the investigation of your account? Is it related to your verification or the gameplay?

Have you accumulated your winnings with or without an active bonus?

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

Hi Veronika,

1. I mainly did sports betting
2. Since the 31st of May
3. Talking over live chat and email they claim an "investigation" however they won't tell me what for
4. The winnings are without a bonus

Thanks

Can you please confirm whether you have played any casino games? Is the investigation related to your sports betting activities?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Yes I play a mixture of games and sports on my account. In addition to their mini games.

The investigation is something to do with their t&c however no one will expand on exactly what I’ve done wrong or how long this will take. Given no progress has been made for a month, I get the feeling this is just a excuse to avoid paying me

I’ve forwarded the relevant emails

Thank you very much, BenTheBacker, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Great thanks

Dear BenTheBacker,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Donbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Donbet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal? What are the reasons for the ongoing investigation into the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

There has been zero progress made since the last update

Hello everyone.

We have checked the users activity and can confirm that he is playing sports betting, which, as far as I'm aware, is not relevant to your website.

As for Benthebaker, we have already contacted him via mail, and he is aware that the account is under investigation for suspicious bets.

Dear Donbet Casino,

Thank you for your response.

Dear BenTheBacker,

Did you receive an email from the casino clarifying the reasons why your withdrawals are inaccessible?

Hi all,

Despite what Donbet says my account made use of all features on their site. This included, slots, mini games and sports betting. So that is no reason for them to dismiss the claim considering the underlying issue is still that I’m unable to withdrawal.

The last contact I had with the casino in regard to this was the 17th of June and they DID NOT state the reason why I was being investigated. I had forwarded this email chain to veronika.l@casino.guru but can forward it to you too. As you will see they ignored every request to specify what their reason was.

Considering the casino has now lied twice despite the evidence, l would hope this makes it clear that they had no intention on allowing me to withdraw

I've attached screenshots from the email chain to clear any doubt about what Donbet has claimed to have done.

Hi,

Suddenly after calling out their lies to their support do they send me a follow-up.

However this makes no sense on the reasoning for restricting my funds nor why it will take 6 months.

I suspect this is just their way of trying to get you to disregard my complaint as across their sites they owe me over £2000 and don’t intend to honour it

Dear BenTheBacker,

Could you please share the screenshots of your gaming history with me by sending them to my email address at jakub.m@casino.guru?

Hello again, Benthebacker. Our terms and conditions state that we have right to suspend user's accounts in case of suspicious activity. We have sent you a mail stating that the account was under investigation, since you had trouble getting the message, we sent the mail again to clarify your concerns.

There is no 2000 that is owed, you have access to the account and can enter and clearly see that you have 934 pounds. There are no other sites, Donbet is an independent brand. If the investigation finds no clear evidence, you will be able to withdraw your 934 pounds.

This complaint is not relevant to this website. You have not placed a single bet other than those in sports betting. We have reports and have already sent them to Kubo, the agent who is taking care of this matter. Casinoguru is not a place to talk about sports betting because they do not have experience in this matter. We will not be able to explain the reason for the investigation.

For everyone reading this thread, just know that 934 pounds is not worth for any brand to cause all this hassle. If the user had not made suspicious plays, we would have never investigated him.

As for Benthebaker, we have already contacted him via mail, and he is aware that the account is under investigation for suspicious bets.

At no point during this email chain did you specify my account was under investigation for sports betting. It was only after I called you out on this forum did you send the email stating that.

We have sent you a mail stating that the account was under investigation, since you had trouble getting the message, we sent the mail again to clarify your concerns.

Again, you never specified what I was under investigation for till I called it out on the forum…

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There is no 2000 that is owed, you have access to the account and can enter and clearly see that you have 934 pounds. There are no other sites, Donbet is an independent brand. If the investigation finds no clear evidence, you will be able to withdraw your 934 pounds.

Yes, I have £934 on my Donbet account. However, my MyStake account has £1026 which is also blocked from being withdrawn. Considering both casinos state they are "owned and operated by Santeda International B.V" I find it highly unlikely that both of my balances being restricted at the same time is unrelated.

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You have access to the account

I believe there has been a major miscommunication here as I no longer have access to my account as of today…

You have not placed a single bet other than those in sports betting. We have reports and have already sent them to Kubo, the agent who is taking care of this matter.

Again, I would like to reiterate I used all the features available on your website. This included slots, sports betting and mini games. I find it highly suspicious that once Kubo asks me for my gaming history, suddenly my account gets blocked so I can’t comply with his request and only you have the ability to share my account details. I sincerely hope this is all a miscommunication and did not have any malicious intent.

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For everyone reading this thread, just know that 934 pounds is not worth for any brand to cause all this hassle.

Under normal circumstances I would completely agree with you. However, based on all the evidence I have shown, and your sites repeated attempts to hamper the investigation with inconsistent facts and claims, I can only argue otherwise.

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I hope that everyone reading this thread, they can agree that the casino’s handling of this situation has been poor, to say the least. I sincerely hope this is due to honest miscommunication between the casino’s internal teams and not a deliberate attempt to wrongfully steal a user’s funds.

A simple resolution to this to restore my confidence in the casino and dispel any idea of malicious intent would be to return my £934 "its not worth the hassle" to them.

Dear BenTheBacker,

I understand your frustration regarding the inaccessibility of your funds. However, according to the casino's claims, your account is under review solely due to your activity in the sports betting section.

Regrettably, we are unable to proceed with your complaint because we do not have a department specifically dedicated to sports betting disputes and lack the necessary expertise to handle such cases. Consequently, we must reject your complaint at this time.

Thank you for your understanding. If you have any further questions or concerns, please do not hesitate to reach out.