Dafabet Casino - Pelaaja ehdottaa, että heidän maansa olisi pitänyt olla rajoitettujen maiden joukossa.

Casino let me register and deposit, eventhough i was country restricted. Dafabet is blacklisted from my country's gaming commission, for providing unlicenced online gambling. I have sent a refund request with all the required documents in 9/9/2021 and since then i have not received my refund. Moreover, dafabet has closed my account immediately after i informed the relevant department about the situation. I would like to get my refund please so we can resolve the issue.

Dear Rafail,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.dafabet.com/eu/terms-of-use:

"In opening an Account with Us you warrant that:

4.3.1 If you wish to place a Bet with the Company, you should note that there may be specific laws in your country, place of residence, or the place where such Bets are placed from, which prohibit online betting and/or online gaming (collectively, "gambling") or the use and access of the Website and/or the Services. You irrevocably and unconditionally represent and warrant, without reservation or limitation, to the Company that you will not access or register an Account at any time:

d. if you are;resident in any of the following countries or jurisdictions: Hong Kong S.A.R., Macau S.A.R., the United States of America or its territories, Israel, United Kingdom, France, Belgium, Germany, Spain, Portugal, Switzerland, Ireland, Cyprus, Turkey, Australia, Taiwan, Singapore and the Republic of the Philippines (collectively " Prohibited Jurisdictions " )."

Could you please advise why do you believe that Greece should have been listed between restricted countries?

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

I would be more than happy to explain to you, why i believe Greece should have been added in the restricted countries list a long time ago. First of all i would like to point out that in the Hellenic Gaming Commission stopped accepting online casinos that offer unlicenced online gambling. In 24/7/2013, Dafabet.com was added in the blacklist of the hellenic gaming commission. The commission had informed the casino and the owner that from now on, Dafabet must not accept any citizen residing in Greece and to close any account that belongs to a greek customer, otherwise there would be administrative penalties. That can also be proven with additional documents and screenshots. The blacklist is in the official site of the hellenic gaming commission and can also be downloaded and seen. I would be happy if its asked to provide you with additional documents for this matter.

I would also like to state that casino team has been reviewing the refund from 9/4/2021 and i have not received an update in the timel time frame. I was also given a 48 hour time frame by the vip support that payments team will have it done, but the time frame passed once again and it is getting out of hand.

Unfortunately, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce the legality of rules. 

Do I understand correctly that your account has been blocked now? Could you please advise how much was your active balance at the time of the closure? Looking forward to hearing from you.

Unfortunately, i do not know the remaining balance since i did not have the chance to log in. The securtiy department from Dafabet, is validating the refund as we talk. The only problem is that i have been waiting since 9/4/21 for this validation to be completed.

I fully understand your frustration. I will set the timer for additional 4 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your refund. Thank you in advance for your patience.

thank you very much

No problem. Hopefully, there will be some developments by then. Have a great weekend.

You too!

Have there been any developments since our last conversation and the last email from the casino?

Hello. No, nothing at all. This is really disappointing..

Thank you very much for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jozef. I contacted Dafabet today. I was told via chat that there will be an update today by the payments team. I double checked with the Vip support(via email) and I was told that it's still being validated. (A verb that has lost its meaning weeks now)

I have also informed the vip department about the complaint.

Hello.

Thank you very much for sharing your negative experience with the casino. We will now try to get in touch with them.

I have also informed the VIP support about the complaint and asked if my case is indeed their high priority, to answer the complaint.

In case Dafabet won't respond, I would like the complaint to be marked as unresolved.

guys??its been a week or so.

Dear Rafail.

Please be aware that we set minimally 14days for the casino to react.

We would like to ask the Dafabet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Rafael.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

The reopen message from the casino team:

Hi ilikeicecream,

Upon checking, your account has insufficient balance. Thank you.

Dear ilikeicecream,

May I kindly ask you to react and provide us with an update?

Hello. It's been quite a long time ago as you can see since I posted the complaint. Until now, I haven't received a response by the casino. As you can imagine I can't quite remember the case as vividly as back then. As far as I remember the relevant department (vip) was about to approve the refund. That's all.

Hi ilikeicecream,

Can you provide us more details like the amount and date of the refund request so we can conduct further checking on our side? Thank you.

I don't have anything from back then. The only thing I have is an email from PAGCor. I tried to find a solution with the licence provider your casino had back then but from the department's statement it was cancelled so I had not other choice to just give up.

It's been more than 4 years so some emails get deleted automatically due to storage. The amount was 3250 euros and the complaint was made via the vip department. That's all

Hi ilikeicecream,

May you also provide the reason of the refund request?

Apparently the website let me create an account through alternative links even though my country was restricted. Probably after some time the website updated the terms (can't remember) and still I was able to play Under supposedly the PAGCor licence.

Once again it's been 4 years, I can't quite remember vividly. I also think that my deposits were made via Neteller.

Hi ilikeicecream,

Your concern has been forwarded to the relevant department. We will update you once we received their feedback. Thank you.

Hi ilikeicecream,

Your concern has been forwarded to the relevant department. We will update you once we received their feedback. Thank you.

Dear Dafabet Casino team,

I am extending the timer by 7 days. Please, let me know if you need more time.

Hi Casino Guru,

May we request additional time for this, as we are still waiting for feedback from the relevant department? Thank you.

Dear Dafabet Casino team,

of course. I am extending the timer by 7 days, please, let me know if you need more time.

Hi Jozef,

The customer mentioned that the Hellenic Gaming Commission added Dafabet to the blacklist and informed us to stop accepting customers from Greece; hence, the account closure.

For the refund request, we have to reject it, as the customer registered on his own and was not forced by us.

The account closure came from me after informing dafabet casino about the situation. Dafabet casino did not close my account at the time it was supposed to, letting me playing without me knowing about it.

The refund request has grounds and the amount refers only to the time that dafabet casino had to close my account and didn't.

Moreover, dafabet casinos licence (PAGCor) was cancelled without letting me or anyone know about it, a licence that I was supposed to be playing under. Even though the licence was advertised in the website, through which I contacted PAGCor.

Please be advised that after almost 5 years since I posted the complaint, I cannot remember more or upload documents since my email auto deletes them for space.

I think casino guru should say it's opinion on that matter and probably the verdict since dafabet doesn't accept the refund.

Dear ilikeicecream,

I waited for the communication with the casino to finish so that I could review everything properly. I understand this has been a long and frustrating process for you, so I wanted to approach it with full context. Unfortunately, the outcome is not positive.

The case was closed as unresolved, mainly because the casino team failed to respond. I realise this is disappointing, especially when you expect clear answers and accountability.

Our position in similar cases is consistent. If a casino allows a player to register with valid details, deposit funds and play, then both wins and losses are considered legitimate. The responsibility to block registrations from restricted countries or unlicensed regions lies with the casino. If they allow play, the player must have a real chance to win.

For this reason, I do not believe you are eligible for a refund. I understand this is not the result you were hoping for. There is a level of shared responsibility when choosing a brand that is not locally regulated, and while we would fully support you in the event of unpaid winnings, we cannot force the casino to return legitimate losses.

I’m sorry we couldn’t achieve a better outcome here.

Kind regards,

Jozef