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"I am disputing the seizure of winnings and a 60% deduction of my cash deposits. Donbet claims a violation of Sections 9 and 10 (Multi-accounting/Collusion).

However, I have provided the following proof which the casino has ignored:

Separate Identities: My partner and I are two different people. We have provided a photo of us together holding our IDs.

Separate Finances: I used my bank; my partner used her Monzo. No third-party payments were made.

Travel Proof: We were in Spain on Saturday and the UK on Sunday. I have provided EasyJet flight records and a car rental agreement to prove we were traveling, which explains the IP address changes.

Math Error: Donbet stated they would take a 20% penalty. I deposited £100 total, but they have only left £40 in my account, meaning they seized £60 of my own cash deposit.

The casino has 'System Withdrawn' my funds and blocked my account despite me providing full KYC and video verification."

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Karlos2631,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Karlos2631,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karlos2631,

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,
Karla
Casino.Guru