Donbet Casino - プレイヤーのアカウント確認が遅れています。

Hello, I have a problem with Donbet Casino. They have asked me for video files to verify my account which I ve sent in same hour. Today is 9th day when I’m waiting for response. They stopped keep in touch with me. The only thing I Heard that it’s not checked yet.

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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 clarify your situation.

Could you please specify what files you were asked to submit for your video verification?

Have any of the documents you provided to the casino so far been approved during KYC?

When was the last time the casino communicated with you regarding the verification of your account?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Hello,

I was asked for a video of myself holding my ID card and a piece of paper with information such as my username, website name, current date, and name. I also had to read this information during the video. I had previously verified my ID card and facial scans through the Donbet website (sumsub program).

Donbet last replied to my email on November 27th asking when my video would be reviewed. Every time I ask about this, I get a reply that the video is currently being reviewed. This has been going on since November 17th.

I played sports betting, but the problem isn't what I played, but the lack of response to my video file.

For the past two days, I've been playing casino games.

Greetings,

We would like to clarify what occurred in the case of the complainant.

Due to the user’s recent activity on the sportsbook, and in accordance with our site’s security protocols and Terms & Conditions, the relevant team requested a video verification as an additional proof of identity. The maximum timeframe for such verification reviews is up to 2 weeks, and we confirm that the user’s video was successfully reviewed within this period recently.

Following completion of the verification, the user’s account was fully reactivated, and they were able to request a withdrawal of their full balance, which was successfully processed.

In light of the above, we believe this complaint can now be closed.

Best Regards

Donbet Team

I can confirm, that I have received my funds after sucessfully verification. Thank you both sides.

Dear Darwin88 and dear Donbet Casino representative,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru