Don.ro Casino - O jogador ainda não recebeu os seus prémios.

Delayed KYC verification and withdrawal obstruction

I am filing this complaint against Don.ro due to an unjustified delay in the KYC process and the blocking of my funds totaling 6,099 RON (5,379 RON in balance + 720 RON in pending withdrawals).

Chronology:

Activity: I deposited 3,500 RON and placed bets only on major basketball leagues.

Initial Request (April 30th): The casino requested card photos, a bank statement for April, and a specific selfie with my ID and the website visible. I sent all documents on the same day.

The Delay: For 4 days, I received no response. On May 4th, I contacted support via live chat. The agents refused to provide official explanations, gave me canned responses, and abruptly ended the chat session.

Repeated Requests: Immediately after the chat, I received a new email from support (Eva) asking for the exact same documents already provided, claiming they need different angles or lighting.

My Position: This is a clear stalling tactic. The bank statement is an original PDF from the banking app, and the photos are high-resolution. I have already complied with every request, yet my withdrawals remain blocked without any valid reason other than "verification in progress."

I have also filed a formal complaint with the Romanian regulator (ONJN). I am asking Casino Guru to mediate this dispute and help me receive my legitimate winnings.

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.

Dear gghiocell,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center