Donbet Casino - Η ανάληψη του παίκτη καθυστερεί.

I recharged $600 on their gambling platform without receiving any discounts or free spins from their platform. I only recharged after passing the live face KYC certification, and then played for several hours. When I made a profit of $931, I made a withdrawal, but they refused me an hour later and asked me to resubmit the KYC Live authentication, and they asked me to write the time, date, account username, and my own name on a piece of paper. They also asked me to loudly say the words on the paper in English. I am Chinese, not British, and I don't speak English at all. However, they forced me to speak English. If I don't speak English, they will refuse my withdrawal request. Today, I was betting on a slot machine game on their gambling platform, and I made a profit. They deliberately made things difficult for me. This is the source of the situation,

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.

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Dear Cbb8866,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• How long have you been a player at this casino?
• Have you had any successful withdrawals, please?
• Have you received a confirmation that your KYC was successfully completed, please? Could you please share a screenshot of it in this thread?

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,

Katarina

My problem has been solved, although the process was troublesome

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cbb8866,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina