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 Urgent complaint – Donbet withholding my funds for over a year

Dear Casino Guru,

I am filing a complaint against Donbet Casino. They have been withholding my withdrawal for over one year, claiming it is "under investigation."

This is unacceptable. They originally promised a maximum of 6 months, yet they continue to delay without any valid explanation. I have provided all required documents long ago. This also happend to my brother who also keep getting the same Email " its still under investigation" and he got like 1000-1200 euro in there i demand this Will get fixed aswell. You cant just keep saying for a year Thats its under investigation. Thats just a lie to lock ur money . 

I demand:

Immediate payout of my full balance.

Compensation for the excessive delay and for the lies!!!

Donbet’s behavior is abusive and feels fraudulent. I request your urgent intervention to help me recover my funds and hold this casino accountable.

Sincerely,

philip 

"Ketakick" on Donbet 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you currently have access to your casino account?
• Do I understand correctly that your winnings are still on your balance?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I have the money on my account and i can log in. The money is locked and the answer is that there is an investigstion. For more than 1 year now. No i havent used any bonus.

same thing to my brother who has much more money than me on his account they say the same thing "under investigation" wich us bs

Thank you very much for your reply. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear 18karat,

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.

I have emailed you about this about 1 week ago

hello?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Donbet Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

The account "k****k" was registered at Donbet Casino on the 17th of February 2025 (17-02-2025); therefore, the account has not been under investigation "for over one year."

The account owner's name is P* J*, who has three accounts made with that name, with the same IP. None of those three accounts have sent or attempted to verify their identity and the users definitely have not "provided any valid documents long ago."

The account has a 50.14 EUR balance and has not made a single bet since the creation. (Yes, the account was suspended but not at the start.)

The account is registered under a fraudulent affiliate who has registered multiple accounts with matching IPs, crypto deposit addresses, names, emails, and surnames. All of those accounts are not real and are made to fraudulently gain commission.

Donbet Casino stopped working with this affiliate.

This complaint is a deliberate and futile attempt to deceive the real users who read the reviews and deceive the Casino Guru representatives into thinking this case is caused by some wrongdoing of Donbet Casino.

Dear CasinoGuru representative, we will send you email about this case.

Dear Donbet Casino, I have not yet received the e-mail from you.

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.

I have reached out to the casino yesterday once more via e-mail, so am extending the timer for 7 more days.

Dear Pavel,

We have reached out via email.

The casino has stated that they are unable to provide the evidence for now since the responsible person is out of the office. Therefore, we need to extend the timer.

Dear Donbet Casino, I have sent you a further request.

Dear Pavel,

We have answered the request.

Dear player, the casino has provided us with an explanation of how you have used multiple accounts to farm CPA commissions, and have created all of the accounts in your own name. Can you give any comment on this?

Dear 18karat,

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,
Pavel
Casino.Guru