Donbet Casino - Pelaajan kotiutus on viivästynyt.

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Dear kchoudhury78,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal from the casino.

To better understand the situation, could you please provide us with the following details:

• What payment method did you use for the withdrawal?
• Did you encounter any specific error messages during the withdrawal process?
• Have you checked whether there are any withdrawal fees/limits associated with your account?

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,

Petra

Hello. I withdrew via bank transfer. And there was no issues or messages. The casino are denying taking any fee. But they clearly did. Thank you.

Thank you for your reply and for providing the previous details, kchoudhury78.

Could you provide any additional communication you had with the casino regarding this issue? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra. I don't any longer have the emails. All I have is a screenshot of the withdrawal. I believe the people at this casino are also behind lucki casino. The casino that kept my winnings, only refunded my deposit and then closed my account.

Dear kchoudhury78,

Thank you for your reply and for providing the previous details.

• Is there any further communication or evidence regarding the closure of your account?
• Have you checked whether there are any withdrawal fees associated with your casino account or user level?
• Additionally, have you confirmed whether your bank provider applies any fees to incoming withdrawals?

Please note that if funds originate from gambling winnings, the bank may classify the transaction as gambling-related and apply an additional fee in accordance with its terms and conditions.

Thank you again for your cooperation.

Dear kchoudhury78,

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.

Hello. My account is not closed. And my bank doesn't charge any fees. Thank you.

Hello,

We’d like to kindly jump in the conversation and provide some clarity regarding your withdrawal.

As you may know, we use third-party payment service providers to process withdrawals. While we do not charge any withdrawal fees ourselves, in cases where your account’s default currency is not EUR, your chosen withdrawal method - for example, a SEPA bank transfer - may require the payment provider to convert your funds to EUR before sending them to your bank. This conversion is a standard part of the process, and the provider may apply conversion fees for this currency exchange.

We completely understand how seeing a lower amount than expected can be frustrating, and we empathize with your situation. Please be assured that the amount you see deducted is due to this necessary currency conversion, not any additional hidden charges from the operator itself.

We hope this clarifies the difference in the amounts, and we sincerely appreciate your patience and understanding.

Thank you both 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.

kchoudhury78, please note that although we opened your complaint, based on the clarifications provided, we do not handle complaints related to transaction or processing fees. While some casinos may charge fees for deposits or withdrawals, any additional transaction or currency exchange fees are typically applied by banks or payment providers during processing. Casinos do not have influence over these fees.

For this reason, your complaint will be rejected as unjustified.

Thank both parties for cooperation and understanding.

Best regards,

Petra