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I am a verified Donbet.com player, and I am submitting this complaint regarding the unfair closure of my account and confiscation of my verified winnings of £12,694.10. I am requesting a full review and fair resolution.

On November 8, 2025, after completing all wagering requirements from my bonus, my balance reached £13,094.10. I then submitted a withdrawal request for £7,500, which is within Donbet’s weekly withdrawal limit.

Before submitting the withdrawal, I went through the full KYC and address verification process. I had some issues during verification, and your support agent Henry kindly assisted me. The following messages were exchanged in the live chat:

Henry: "As I have checked, the relevant team has approved your address verification. However, it appears that you have a duplicated account, and for the future, please keep in mind that duplicated accounts are prohibited by the terms and conditions."

Petito (me): "So is everything ok now? Can I withdraw after my wagering is done?"

Henry: "As I have checked, you will be able to request a withdrawal after you finish your bonus wagering."

This clearly confirmed that my account verification was complete, and my withdrawal would be possible once wagering was finished. I relied on this confirmation and proceeded in full good faith.

However, shortly after completing wagering, my withdrawal request was rejected, my account was closed, and my entire verified balance was confiscated. I received an email from Donbet stating that my account activity breached Rules 9 and 10 of their Terms and Conditions (duplicate accounts and anti-fraud policy).

I would like to clarify that there was no fraudulent intent. I lost access to my previous Donbet account email address and therefore created a new account using the same real personal information and the same identification documents. I did not try to gain any unfair advantage, bonus abuse, or system manipulation. I simply wanted to continue playing as a verified, legitimate customer.

The fact that Donbet’s own agent confirmed my verification approval and withdrawal eligibility shows that my new account had been accepted and recognized as compliant before being suddenly closed. The confiscation of my entire verified balance after approval is, therefore, inconsistent, disproportionate, and unfair.

I acted transparently at every step, provided real and accurate documents, and followed the rules as I understood them. I was never warned that my funds would be confiscated — I was only reminded that duplicate accounts are not allowed "for the future." This clearly indicates that the support team considered my case legitimate and approved at that time.

I also explained to Donbet that this situation is extremely important for me personally. This balance represents my entire savings, and I am currently supporting my family after the recent passing of my father. I relied on Donbet as a fair and responsible gaming platform, and this has caused me severe financial and emotional distress.

I have attached the following evidence:

Chat transcript with Donbet support (including messages from Henry confirming approval)

Screenshots of KYC/verification approval

Email from Donbet stating "breach of rules 9 and 10" and closure decision

Record of my withdrawal attempt (£7,500 on 8 November 2025)

I am not disputing Donbet’s right to enforce its terms and conditions, but I respectfully ask for proportionality and fairness. This was an honest administrative mistake caused by a lost email address, not an intentional rule violation.

I kindly ask the Casino Guru Dispute Resolution Team to help me reach a fair outcome and request Donbet to:

Reopen or reverify my account, and release my legitimate verified winnings; or

Refund the full balance minus any reasonable administrative fees.

I am fully willing to cooperate and provide any additional verification or evidence required to confirm my good faith.

Thank you very much for your assistance. I trust that Casino Guru’s team will help ensure fair treatment in line with responsible gaming standards.

Sincerely,

Sinem ****

account username: Petito

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Donbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• After you notice you have lost login information to your player's account. Have you contacted casino support and asked for assistance?
• When was the last time you were active on your original account?
• When have you registered a new account in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you very much for your message and for taking the time to review my case. I truly appreciate your support.

To answer your questions:

After I lost access to my original Gmail account (which was linked to my first Donbet account), I was unable to log in or reset the password, because recovery emails went to that inaccessible address. I did not contact Donbet support immediately, as I believed I could simply create a new account using my verified ID to continue playing, I had no intention to bypass rules.

The last time I was active on my original account was around late October 2025. I stopped using it as soon as I lost access to the associated email and could no longer receive verification or reset links.

I registered my new account on November 7 2025, using my correct personal details and verification documents. This new account was verified by Donbet’s support agent Henry, who confirmed that my address verification was approved and that I could request a withdrawal once my wagering was complete.

I hope this clarifies the situation. I never meant to violate the terms, I only wanted to keep playing on the same trusted platform after losing access to my old email.

Please let me know if you need any further details or evidence.

Warm regards,

Sinem ****

Thanks for your patience.

Could you please specify which bonus you have activated and played?

Hi,

thank you for your reply Tomas.

It was welcome bonus 150% as far as I remember. I deposit 500 GBP.

Please note that most online casinos prohibit players from opening multiple accounts in the casino. If you benefited from a welcome bonus multiple times and were accused of breaching the rule regarding multiple accounts, we are unable to assist you.

Please let me know if there are any circumstances I might not have considered; otherwise, the complaint will be closed.

Dear petito,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru