Donbet Casino - general discussion (page 3)

Donbet withdrawals although slow went through without issue. However once I won’t a few decent amounts I was blocked from further bets so haven’t been back.

Nationalbet are horrendous and don’t ever bet with them cos you won’t see a penny.

Hello, do you have any reason why you think so? Have you made any withdrawals and gotten any money or nothing at all yet? Did you load money using the bonus?🙂

I have made withdrawals, but once it became serious amounts, they began to ask for extensive and seemingly needless additional verification. No bonus, all the money was from my own deposits.

Should I be paranoid, though?

And can they close my account without any notice (even though I've done nothing wrong)?

And what if their site closes down before I get to withdraw the full amount? (Yes, according to the 15k per month limit, it will be a very long time before I can withdraw it all)

Hello, Dear player, Is your username the same as in our system? Why were you blocked? Was there a reason for it? You can open a complaint on Casino Guru or send us your details.

We are a different department that makes sure the brand functions properly, and we are looking for any potential irregularities from our side. If you send us your registered email address or username here at support@donbet.com, we will try to investigate your case and help you.

Hello,

Please be assured that the verifications upon withdrawals are required by our payment providers and government institutions to avoid the risk of identity theft, money laundering, financing of terrorist organizations, etc. and we have to comply with those requirements. Once you have been verified you will not be bothered about it any longer.

If you won the money legitimately, of course you will be able to withdraw it. You can see the complaint results on casinoguru; we always pay the users.

Hello

thanks for the response but don’t worry about it. I believe I was blocked for having a couple of decent wins on the horses. Your customer services explained there wasn’t anything they can do as it came from elsewhere. But I’ve moved on and no longer need access.

Hi, thanks for replying and addressing my concerns.

1) How will I get my winnings if Donbet closes down?

2) What is the likelihood of premature closure?

Yours, Kulwant

Hey! I was just wondering if anyone knew about the weekly cash back. When is it added? Thanks

Maybe it would be better if you asked this kind of question directly to the support of the casino.

Have you tried to contact them already?

Username: Anjeron24

I played on DONBET for several days without issues. Later, I was asked to verify my identity via email. I provided a video as requested, showing my ID card, stating the required text, and holding a piece of paper with my username, the website’s address, and my name. The casino confirmed that the verification was successful. However, shortly after, my account was blocked, and I lost access to the site. I had approximately $1,300 in my balance, which is a significant amount for me and my family.

I contacted their support team to inquire about the issue, and they informed me that my account would be under review for up to six months. This situation has caused me significant financial hardship, as I am unable to access my funds. I have screenshots of my communication with support and can provide them if needed.

I am concerned about the status of my account and would appreciate assistance in resolving this matter to regain access to my funds. I advise other players to be cautious and aware of potential issues when playing on this site.

Hello,

I'd like to say it must feel very unfair and honestly, to me, it sounds a bit weird. You passed the KYC verification successfully, yet afterwards the account was blocked, and the strange 6-month period is also uncommon.

Did anyone from the casino say at least a few more details about the issue itself?

I believe those events are worth a deeper look; do you agree? So, if you are in and would like to give it a shot, the free complaint feature is the best step.

Use this green link 👈 to start out. Add all your notes and screenshots so the mediator can start with all the info.

Perhaps you have questions, which is perfectly fine; please do not hesitate to ask. I'm happy to share more.

Waiting for already 9 days and the withdrawal is not being paid out. I Text them every day. Nothing happens unfortunately

I tried everything. Wrote mails , text the live chat every day twice. They said to wait because of the holiday and weekend. A lie. After other week still nothing. Really bad experience.

Hi, I know it's not pleasant to wait for your money, but the fact that it was the weekend and a holiday is a perfectly valid reason. The holidays were on Friday and Monday, so it basically took 4 extra days.

You probably already know that we give casinos 14 days to pay out players.

If the casino fails to do so, you know you can always contact us.

Besides, didn’t you need to verify your account?

I guess it’s just a matter of time before you see your money.

I'm leaving a message here as I can't seem to gain a response from anyone at the Casino Guru team. I have to severely object to Donbet's high safety score on this website as it seems to be highly ignorant to the feedback from the actual users in this thread and also ignorant of what is going on out there in the press regarding them - https://www.igamingtoday.com/uk-black-market-operator-shuts-down-companies-ahead-of-gamrs-report/

How can they be perceived that way when there are dozens and dozens and dozens of complaints in this thread and other casino forums about their actions?

Please take my complaints case which it's outrageous you rewarded in favour of the casino - https://casino.guru/complaints/donbet-casino-player-s-winnings-are-being-delayed

I won £25k from a £10k deposit. They only allowed me to withdraw £4k. I made an error in the verification process (which, against Curacao's gambling laws, they only asked for on withdraw) and then followed up by successfully passing the verification and proof of deposit. I've been told by Casino Guru that a user should have a second chance to pass this. But then Casino Guru said the actions of the casino were "justified".

That means the casino has turned my winning £25k into me losing £6k, without actually losing anything. How can they be justified to do that? How can a casino be justified in stealing your money. Providing no service. At the very least I should have my deposits back?

The egregious thing is, casino guru also said you can only have one account per casino at Santeda. Well ok... I only had one account. But if they are saying it's a duplicated account, why was having a duplicated account under my husband's name encouraged at Santeda website Velobet????

Where is the fair and consistency here Casino Guru? How can it be a safe casino when they use whatever rule they want to justify their actions and you will support them?

Please remember that this website is giving a High Safety score to a casino where a poor man felt he had no option left put to take his own life because Donbet exploited him and all legal rules of a casino. How can a casino be of high safety when it leads to this -

https://www.bbc.co.uk/news/articles/c23rg4yme18o

Hello, I understand your feelings and the disagreement with the outcome.

From the practical point of view, though, I'd like to narrow a few points. First of all, this is a forum; we do not review cases or alter dispute outcomes. We can talk about what happened, why it happened, and how it happened.

A rejected complaint does not mean that someone has ruled in favor of the casino; it merely means that there were no grounds for supporting your point of view.

Concrete complaints and situations are investigated in the context of each concrete case. Even though I understand what you are saying, no internet discussion or newspaper article brings concrete facts into the light of your particular case.

I'm not very familiar with the whole situation, but I consider this a fair explanation:

"We reviewed the evidence provided by both parties, including verification documents showing the same individual had attempted verification on both accounts, which violated the casino's policy of one account per person and household. Consequently, we considered the casino's actions justified and rejected the player's complaint."

Attempting to verify both accounts is the same as creating more than one account, and under such circumstances, I believe the final summary states it cannot be resolved.

In that regard, my colleagues cannot punish the casino for such action. Hence, the complaint does not affect the Safety Index when it brings up such an issue.

I understand you view it differently, but I cannot help you in anyway.

Thanks for your response. I’m struggling to see how your point holds, because it’s an indisputable fact that Santeda has dissolved their company. That’s not in question. Also, the partially published (and soon-to-be fully released) GAMRS report comes from an independent gambling regulatory body — here’s a link for reference: iGaming Today article.

Based on what you said, I don’t think your argument really applies to my situation. You mention: "Attempting to verify both accounts is the same as creating more than one account." That doesn’t reflect what happened in my case.

I have demonstrated — and Santeda have accepted — that my deposits came from my account. They approved my identity. The issue arose because I asked my husband to complete the ID verification on the account the first time. They’re now classifying it as a duplicate account and, as a result, reduced my £25k winnings to £4k — which is £6k less than my original deposit.

Effectively, they’re withholding £6k even though the funds came from me and my identity is verified. If their argument is that my husband was the one gambling, then sure, they could withhold winnings. But they can’t:

Keep £6k of my deposit — there’s no justification for this; it feels like outright theft.

Claim duplicate accounts are a problem when, at Velobet (another Santeda site), my husband had self-excluded from their casino. Despite this, they repeatedly called him, assigned a VIP manager, and offered large deposit bonuses to entice him to gamble again. He eventually signed up, lost significant sums, and they then merged his accounts, encouraging him to gamble more. He lost over £44k as a result.

The Donbet situation came later, but it raises the same concern: why wouldn’t they merge accounts again? The key difference now is that a customer has won. But it’s arguably worse, because the funds and gameplay are mine, fully approved by me, yet they still refuse to pay out.

Do you honestly believe it’s fair that Donbet has taken £6k under these circumstances?

Hello,

Thank you for explaining your position in more detail.

I understand why you continue to disagree with the outcome. However, I think we may be moving away from the purpose of this discussion.

You are asking me whether I personally believe the outcome was fair. The difficulty is that my personal opinion is not relevant here. The complaint was reviewed by the relevant team, who had access to all evidence submitted during the investigation and reached a final conclusion based on that information.

As I mentioned previously, this forum is not a place where complaint decisions can be reconsidered or overturned. I can explain the reasoning behind a decision, but I cannot review the evidence myself or replace the conclusion reached by the complaint team.

Regarding the other points you raise, including media reports, company matters, or experiences at other casinos within the same group, these are separate issues from the specific complaint that was investigated. The outcome of your case was based on the facts and evidence available for that particular dispute.

I appreciate that you disagree with the conclusion and that you feel the result was unfair. However, there is nothing further I can add regarding the complaint itself, as the case has already been reviewed and closed.

Thank you for understanding.

It's this that I'm struggling with; "we considered the casino's actions justified".

Surely it can't be justified for Casino Guru to believe it's ok for a casino to keep £6k from a £10k deposit when that user won £25k?

If they don't want to pay out winnings on an alleged duplicated account, why not pay back the deposit. Would Casino Guru not support that outcome? It seems the fair ground here if the casino doesn't want to pay out the winnings. Surely they can't be justified to keep 60% of the deposits on money that wasn't lost?

And what about Donbet going against Curacao license laws (not that they have a license to gamble, or are even technically a company at this point) in not asking for verification of any kind until the time of withdrawal. Does Casino Guru support that?

What if I had deposited £100k by the time, say, I wanted to withdraw £100k. Would they then reduce my deposit down to £4k as well (80% of the last deposit).

I would note they have also since changed their T&C away from this 80% of last deposit farce because they know it doesn't hold up anywhere.

Casino Guru should do more to protect vulnerable customers here and fight for fair outcomes. This clearly isn't a fair outcome. It can't be justified to steal money. No company in the world would do that. If you ordered something a company couldn't deliver to you they would pay you back.