Donbet Casino - Spilleren udfordrer bonusbetingelserne og anmoder om refusion.

I had an active bonus which I played through, the bonus however unbeknownst to me was still active when I made a deposit, the deposit of cash to my account was then conjoined with the bonus amount. Therefore If I go to cancel it will bring my balance to £0, therefore stealing £57.64 of the deposit I made. I had gone on chat and was told that "The bonus is automatically removed when your balance drops below 1. As I have checked, when you made the deposit, your balance was not below 1, so the bonus was not removed. Therefore, your deposit amount was combined with the bonus.

You now have two options: either cancel the bonus or continue with the bonus wager.

If you choose to cancel the bonus, according to the bonus rules, the bonus amount of 121.00 GBP and the generated winnings of 25 GBP will be removed from your account. In this situation, your balance will be 0.00 GBP." This was never stated anywhere.

I have therefore requested a refund for the unplayed deposit that they are trying to take away from me as the wager requirements require me to place more than £4000 which is very unrealistic.

I was told no. I just want the money back as it very dishonest to steal my money and add it on to a bonus which it was never stated. I tried to check t&c but this page seemed to have loaded with nothing on it

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to better clarify your situation.

• Could you please specify what your account balance was at the moment you made your deposit of £57.64?
• Did you receive any warnings or notifications indicating that your bonus was still active when you attempted to deposit?
• How much of the cashback bonus had you wagered at the time you made this deposit?

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

Best regards,

Veronika

Account balance was £1 something, there was no indication when I deposited that the bonus was active, only found out when I tried to place a bet and it said express bets only. It was never explained or stated anywhere when accepting the cashback. I wagered it all on slots, as it was the only way I could use it, it wouldn't allow me to use it on sports books even after being told it can be used.

I think the total amount was £145 of the bonus amount was wagered, with unrealistic expectations to win over £4000 to win it

Is there an update

Hello,

We are very sorry for the inconvenience you experienced. Our agent should have forwarded your case to the relevant team, who would have cancelled the bonus within minutes. We sincerely apologize that this was not done at the time.

We can confirm that your balance is now bonus-free. As an apology for the inconvenience, we have also credited 100 Free Spins on the slot "Steam Wilds" to your account.

Thank you for your patience, and we truly appreciate your understanding.

Hello jaynesheridan9,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Donbet Casino representative,

Thank you for reaching out and for looking into the player’s case. We appreciate your clarification and your efforts to resolve the situation.

Dear jaynesheridan9,

Could you please confirm whether your real-money deposit was restored or if the casino adjusted your balance in a way that you consider satisfactory?

Once we receive your confirmation, we will be able to proceed accordingly.

Dear jaynesheridan9,

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,
Veronika
Casino.Guru