Donbet Casino - プレイヤーの撤退が遅れています。

I registered around March 25th, received a deposit bonus, and played slots.

I read the rules carefully before playing

With no violations, the balance remained at approximately $8,694.

After that, I cleared KYC, completed the video shoot request, and tried to withdraw money.

My withdrawal was rejected.

The withdrawal page is also blocked, and when I inquire about it, I only get a response that it is still under investigation.

I made a complaint because I made the payment properly and submitted all the KYC documents.

3/25頃に登録して入金ボーナスをもらってスロットをプレイしました。

規約等はよく読んでプレイしたので

違反行為はない状態で8694ドル程残高に残りました。

その後KYCをクリアして動画の撮影依頼もちゃんとこなして出金をしてみたら

出金を拒否されました。

出金ページにもブロックをかけられ問い合わせても調査中の返事しかきません。

入金もちゃんとしてkycも全て提出したのでクレームいれました

Dear ookinakinosita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process.

To better understand the situation and assist you effectively, could you please provide us with the following details:

• Do I understand correctly that you currently don't have any pending withdrawals?
• Can you please share a screenshot of what you see when you attempt to request a withdrawal in this thread?
• Could you please confirm that your documents have been verified?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.



KYC has been confirmed through inquiries, so here is the image,

The next image will be the withdrawal page.

KYCは問い合わせで言質とってるのでその画像と、

後は出金ページの画像になります

Thank you very much for your reply, ookinakinosita. 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.

Please help

助けてください

Thank you very much, ookinakinosita, 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, ookinakinosita!

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.

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!

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.

Hello dear casinoguru representative.

Please send us a message on our gmail at info@donbet.com, we will answer your question there.

The player's account is under investigation.

Hello, I have reached out to the mentioned e-mail.

What is the casino doing?

I've been waiting for a while too and was hoping for a more specific answer.

カジノ側は何をしてるんですか？

私もずっと待ってるんでもっと的の得た回答を期待してたんですが

I have not received a response from them yet.

Isn't the casino's response really too slow?

さすがにカジノ側の返事遅すぎませんか？

Well, it is normal. We usually give the casinos two weeks for each reply, and usually it take multiple days, but there are casinos which reply on the last day right before the complaint is closed.

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.

We have responded to your email; we are awaiting your response.

Hello, I have requested further evidence in my last e-mail. Thank 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.

Hello again everyone.

The user's account was under investigation because of matching information with a group of fraudulent users.

The investigation found no clear evidence of wrongdoing by this user, so we decided to no longer keep the user waiting and let them withdraw the money. The user will be able to withdraw money after video verification.

We apologize for the inconvenience.

Hello again everyone.

The user's account was under investigation because of matching information with a group of fraudulent users.

The investigation found no clear evidence of wrongdoing by this user, so we decided to no longer keep the user waiting and let them withdraw the money. The user will be able to withdraw money after video verification.

We apologize for the inconvenience.

Thank you, Donbet Casino!

ookinakinosita, please, let us know when you will withdraw the funds successfully.

thank you!

ありがとうございます！

ookinakinosita, have you withdrawn all your funds?

I also verified the video immediately.

I still haven't been able to withdraw it

また動画の認証もすぐしたんですが

まだ引き出してもらえてないです

Have you requested the withdrawal and it did not arrive or are you not able to request a withdrawal at all?

Dear ookinakinosita,

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.

Hello, the user has already withdrawn the money.

The money has arrived!

thank you very much!

着金しました！　　

ありがとうございました！

Dear ookinakinosita,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru