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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila

I know I'm supposed to contact the company, and I did, but they asked for documents that are impossible to obtain in Egypt. They asked me for a sealed transaction file, and I sent the file and video, but the file isn't sealed because Vodafone doesn't issue sealed files except by legal order, and that's impossible.

Thank you for your response. Could you please forward the evidence you provided to the casino, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hello Attila, I have sent them to your email. Thank you.

Dear Player,

Thank you for your response. I have noticed that the Vodafone Cash pdf document is a photo of a printed document. Could you please forward the original document in pdf format?

Thank you in advance.

Hello, Attila. Vodafone doesn't automatically issue PDF statements; it extracts printed images, which I then converted to PDF. Please note that Vodafone doesn't stamp any documents. Thank you very much.

Dear Player, could you please advise how did you receive the document from the payment provider?

Thank you in advance.

First, I went to a Vodafone Cash branch and told them I wanted a stamped PDF transaction file. They said they don't issue stamped statements except by court order, which is impossible. Then I said, "Okay, I want a PDF file." They then produced transaction documents and said I had converted them to PDF using an app.

Hello Marwan2007,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear player, thank you for your response. Could you please forward the transaction report in a different format?

I don't understand what the formula is?

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Marwan2007,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from DBbet Casino to join this conversation and assist in addressing the complaint.

Dear DBbet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact DBbet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (stefan.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan