Donbet Casino - Pelaajan voitot viivästyvät.

I won £24k at this casino from a deposit of £10k. I attempted to make a withdrawal and they told me because my account has the same household IP as my husband, they won't pay out. They are claiming duplicated account because we are in the same household. That is clearly absurd... my husband has lost money with multiple accounts on Santeda websites (often the very same site) and they were happy to accept his custom. Different story when you win. And this isn't even a duplicated account. The casino has verified the ID, address and proof of deposits from my account. They are only allowing me to withdraw £4k... claiming they only allow you to withdraw your last deposit (minus 20%) on a duplicate household account.

They should pay me the full winnings as they were won fair and square. At the very least if they won't do that they should refund the deposits in full?

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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.

• Could you please specify when you registered at the casino?
• Did you make sure to play using your own device and to deposit using the payment method in your name?
• Have you shared resources when registering and playing in the casino, such as playing using the same device as your husband, or depositing from a joint bank account?
• When was the last time you and your husband were active in this online casino?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current winnings with the help of a bonus? Which one? Have you accepted a welcome bonus from the casino?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account was opened Nov 7th, 2025

Yes, I only used my own device and deposits were made under my own name. Which the casino has verified.

Gameplay may have been from the same computer, I'm not sure. We have various laptops/desktops in the house and we often share devices so it's possible. It's impossible to say if the specific gameplay came from the same machine on occasion but it's possible.

My husband had already self-excluded from this brand in 2024. He had not gambled with Donbet since, so he was not active.

All gameplay was live dealer blackjack.

No bonus was used.

I will share comms with casino imminently. Thanks.

Thanks for the explanation.

Could you please explain why the email from the casino is addressed to "Matthew"?

Could you please specify whose personal information was entered in the account you claim is yours?

Looking forward to your reply.

The email address I used is one I share with my husband. The details on the account were all mine. Obviously I share the same address, IP as my husband. The name the account was under is mine. And they have verified my ID and that the deposits came from an account in my name. I can't screenshot any of this as they have blocked my access.

They are being purposefully vindictive by using Matthew to address that email address and also I think because my husband has another active issue against them with Velobet, also a Santeda brand, they get confused who they are talking to and mix up the two complaints.

Dear majestictwin,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you majestictwin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Donbet Casino for their help in resolving this complaint. We would like to know what the issue is with the player's winnings and what we can do to help resolve this issue.

Thank you!

Hello,

We would like to provide information that will help you resolve this complaint.

The complainant’s husband, Matthew, previously had an account on our site which had been permanently closed in the past in accordance with our policies.

The account "lewisthenorth", which the complainant claims to be theirs, was registered using the personal details of their husband, Matthew. When the ID verification option was used from the user’s side, we detected that the submitted identification details (Including the selfie and the photo of the ID) matched those of a player who had previously held an account with us that had already been permanently closed. As a result, the account was identified as a duplicate account associated with the same individual.

Because the account registration details fully matched those of Matthew, our support team addressed the account holder as Matthew in previous communications. Therefore, the suggestion that our team intentionally used incorrect account information or addressed the user with a different name without reason is not correct. The name used by our support agents was based entirely on the information registered on the account and the identification documents submitted during the verification process.

As stated in our site’s Terms and Conditions, specifically Section 9 (Use of Player Account), only one account is allowed per person, household, or IP address. This rule is clearly outlined to ensure fair and responsible use of our platform.

Since this rule was violated, and once the duplicate account became known to us during the verification process, the winnings obtained on the duplicate account were removed in accordance with our Terms and Conditions. The user was left with their last deposit amount, minus the applicable 20% administrative deduction as outlined in the terms, leaving a remaining balance of £4,000 available for withdrawal.

The user successfully withdrew this amount, and following the completion of the withdrawal, the account "lewisthenorth" was permanently closed due to the violation of our Use of Player Account policy.

We would like to strongly underline that all actions taken in this case were carried out strictly in accordance with our Terms and Conditions and our internal compliance procedures. Therefore, the matter has been reviewed and concluded, and the decision taken regarding this case is final.

We hope this information will help you address the case accordingly.

The casino isn't telling the truth. The account was registered with my details. Jennifer. Yes, the physical household address was the same as my husband's. And yes the IP address will be the same. That's obvious. The rest was mine.

I have provided a photo ID of myself and a selfie, which they have approved. They have also approved that the deposits came from my bank account. They just don't want to pay out because I won a large sum of money.

Their response makes no sense. If they are saying it's not possible for two people in the same household to play at the casino, why are they peddling the line about a duplicated account and ID? Why is that not sufficient enough for them? The reason is because they know it's a lame excuse not to pay someone their winnings.

Their response is not true. Donbet... answer the following questions;

1. Have you approved the deposits came from a bank account belonging to Jennifer?
2. Have you approved an ID and selfie from Jennifer?
3. Did the account have a £25k balance?

The answer to all three of those questions are yes. So pay out the winnings, which is what a casino is supposed to do!!!

Answer these questions also.....

1. Why was my husband allowed to lose money with duplicated accounts at Velobet, when you claim that only one account per household is allowed?
2. Why did you make phone calls to my husband trying to get him to gamble at Velobet after he had already self-excluded? You had signed a contract with him that would self-exclude him from all your brands and yet you would make phone calls to him with new betting offers on a regular basis.
3. If you claim that Matthew's betting here was at Donbet, why are you not refunding the deposits as he was already self-excluded? Why didn't your checks pick this up if what you claim is true before any gambling happened? It obviously is an excuse for you not to pay.
4. What are the details of your betting license for Donbet? There's nothing in the terms and conditions about this.

Thank you for the update Donbet Casino representative. Would it be possible to provide me with evidence that the account was registered using the personal details of the complainant's husband? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

As mentioned in our previous response, the complainant’s husband completed the verification process on our platform under the username "lewisthenorth." During this process, a selfie was submitted along with an identification document, which was reviewed by our system. Based on this verification, as the details matched the account which was already closed in the past, the account was flagged as a duplicate.

While we are in the process of compiling and providing supporting evidence from our side, we would appreciate clarification from the complainant. Specifically, could they confirm whether their husband used the verification option on the account "lewisthenorth" via the verification page on our site or not?

We will be waiting for the complainant’s response and will provide the relevant evidence accordingly based on the information received.

Thank you in advance for the cooperation.

I do thank Donbet for their reply but I'm still awaiting a response to the questions I posed to them. None were answered in their response.

Why would my reply change their evidence? They are continuing to try and find ways not to pay these winnings.

I have evidence that Donbet approved ID verification selfie and documentation from myself Jennifer. And that they have approved source of funds of deposit from my account in my name Jennifer also.

Are they not paying because they believe it's a duplicated account? Or are they not paying because it's the same household/IP address?

Please pay me my winnings. It's ridiculous an account with £25k balance is then taken down to £4k from £10k deposits. Where's the missing £21k? It's ludicrous.

If you have approved ID from Jennifer. Approved selfie from Jennifer. Approved the deposit came from Jennifer. Then pay out!

Greetings,

We would like to address all the points raised in your complaint and clarify our position, as well as outline how we can provide supporting evidence to Casinoguru.

Firstly, as previously stated, Donbet operates as a fully separate and independent platform. We are not affiliated with any other casinos you have mentioned, and any references to other brands or operators are not applicable to this case.

Regarding licensing, this information is publicly available on our website. If you are unable to locate it, you may also refer to Donbet’s profile on Casino Guru, where information about the company and licensing have been reviewed and published by their team.

Concerning your complaint:

As explained earlier, an account previously registered under your husband’s details on Donbet had been permanently closed in accordance with our policies. When it later came to our attention that your husband had

completed verification on the account "lewisthenorth," this account was identified as a duplicate.

This determination was made following the submission of identity verification documents (including ID and selfie) on our platform from the verification page, which matched those of the previously closed account. Based on this, the account was treated as belonging to the same individual.

In line with our Terms and Conditions:

● Only one account per person, household, or IP address is permitted.

● It is the user’s sole responsibility to ensure compliance with these rules.

As a result of this violation:

● Any winnings generated on the duplicate account were removed.

● 80% of the last deposit was made available for withdrawal, in accordance with our policy.

All actions taken in this case were carried out strictly in line with our Terms and Conditions.

To ensure transparency, we are prepared to provide full supporting documentation, including the verification materials submitted, to the Casino Guru representative handling this case.

However, due to data protection requirements, we require confirmation from the registered email address (lewisthenorth@gmail.com) authorizing us to share this information.

We kindly ask that you contact the Casino Guru representative, Peter, using this email address and confirm that you consent to us providing the relevant evidence.

Once this confirmation is received, we will promptly submit all necessary documentation to assist in resolving this matter.

Thank you for your cooperation.

Hi,

Thanks again for replying. Could you please point out specifically where your license information is? I can't find it in the terms and conditions. If Casino Guru could help with this alternatively that would be fantastic. As far as I can see Donbet has no license anywhere. If they had one, they would share the details with me wouldn't they?

So to confirm as you did not answer these questions. Have you approved the deposits came from a bank account belonging to Jennifer? And you confirmed that Jennifer has supplied ID which has been verified in relation to this account at Donbet.

When you say Donbet acts independently.... could you explain why you sent me £2k goodwill gesture regarding this Donbet issue from Donbet account? Then later sent an email to the same address from Velobet saying "Notwithstanding the above, and strictly on a without prejudice basis and without any admission of fault, liability, or wrongdoing, we previously extended a goodwill gesture in full and final settlement of this matter, with the intention of bringing the issue to an amicable resolution."

Both these emails came from the exact same staff member. If you run independently.... why did you refer to a goodwill gesture previously being offered by "we" (i.e. yourselves) from Velobet.... when I had only a goodwill gesture from Donbet?". You are the same company, clearly.

And because you are the same company could you answer the following.

Why was my husband allowed to lose money with duplicated accounts at Velobet, when you claim that only one account per household is allowed?

Why did you make phone calls to my husband trying to get him to gamble at Velobet after he had already self-excluded? You had signed a contract with him that would self-exclude him from all your brands and yet you would make phone calls to him with new betting offers on a regular basis.

If you claim that Matthew's betting here was at Donbet, why are you not refunding the deposits as he was already self-excluded? Why didn't your checks pick this up if what you claim is true before any gambling happened? It obviously is an excuse for you not to pay.

In terms of data protection, are you able to provide me with the information you are hoping to send Casino Guru?

Could I also have full access to my betting history? That is something any gambling license from Curacao would insist that you sent to a customer.

Thanks,

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.

Dear Casinoguru representative,

We would like to follow up regarding this complaint.

Please note that we have already addressed and answered all questions directly associated with the complaint. At this stage, we are still awaiting your response so that we may proceed with providing the relevant supporting evidence via email.

As mentioned previously, we require explicit consent from the user before sharing any personal information.

We kindly ask you to contact the user and request confirmation of their agreement to allow us to provide the necessary documentation. This confirmation must be sent from the registered email address associated with the account of the complainant's husband (lewisthenorth@gmail.com).

Once we receive your confirmation about this, we will promptly submit all required materials to assist in resolving the case.

Additionally, if there are any further questions from the complainant that are not directly related to the complaint itself, we kindly advise that they contact our internal complaints team via compliance@donbet.com.

We look forward to receiving the confirmation so we can proceed accordingly.

Thank you.

My data consent is not required as I'm not doubting what you are saying, so my personal data does not need to be transmitted. I've explained to Casino Guru what happened with the verification. I explained to Donbet also what happened. You then approved myself as the owner of the account with my ID/selfie (otherwise why did you ask for this?!) and that the deposit from myself came from my bank. You should pay out winnings that were won fairly.

Dear majestictwin, please write an explicit confirmation of your agreement to allow the casino to provide the necessary documentation to us. Thank you for your cooperation!

Ok sure as long as it's not shared publicly. I can consent to the data being sent to peter.c@casino.guru

Thank you very much majestictwin.

Dear Donbet Casino representative, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you majestictwin, for providing me with the requested consent to the sharing of your personal information.

Dear Donbet Casino representative, I have forwarded the request to you. Please provide the requested evidence at your earliest convenience. Thank you in advance for your cooperation!

Hello Peter, thank you for the confirmation.

We have provided the necessary proof via email on past Wednesday.

Thank you for the update Donbet Casino representative. I have responded to your email asking for further clarification.

Dear majestictwin, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for the updates. Appreciate it.

Hello,

We have once again responded via email.

Dear majestictwin, to fully review all information regarding your case we will need a written confirmation from your husband's account to share their personal information. You can message to Donbet support directly with the email title being "Casino Guru Complaint". Once the casino receives the confirmation we will be able to proceed with the resolution of your complaint. Thank you in advance for your cooperation!

Ok that's been done.

Hello,

Dear Peter, we are waiting for your confirmation about receiving user's consent.

Dear Donbet Casino representative, I have directed the player to write the consent form directly to your customer support. Please locate the email from the player and let me know if we can proceed with the sharing of the evidence. Thank you in advance for your cooperation!

This confirmation was sent to the casino on two occasions already. Please check your emails. I will send again for a third time.

please stop using delay tactics to get this resolved. It’s ridiculous at this point

confirmation has now been shared again for a third time

Can my husbands email address please be removed entirely from this thread. It’s not needed to be there

Hello,

We have provided relevant evidence to the Casino Guru representative - Peter.

Thank you for providing me with the evidence Donbet Casino representative.

Dear majestictwin, the casino has provided me with evidence that the same person has attempted verification on both accounts. As you may know each person may only operate one account and fund it solely with their own funds. As your activity constitutes a violation of this policy and raises concerns about the validity of both accounts, we consider the steps the casino has taken to be justified. With this in mind, we will proceed to reject your complaint. Thank you for your understanding.

Kind regards,

Peter