Donbet Casino - A conta do jogador está sob análise e o acesso é restrito.

I played on DONBET for several days without issues. Later, I was asked to verify my identity via email. I provided a video as requested, showing my ID card, stating the required text, and holding a piece of paper with my username, the website’s address, and my name. The casino confirmed that the verification was successful. However, shortly after, my account was blocked, and I lost access to the site. I had approximately $1,300 in my balance, which is a significant amount for me and my family.

I contacted their support team to inquire about the issue, and they informed me that my account would be under review for up to six months. This situation has caused me significant financial hardship, as I am unable to access my funds. I have screenshots of my communication with support and can provide them if needed.

I am concerned about the status of my account and would appreciate assistance in resolving this matter to regain access to my funds. I advise other players to be cautious and aware of potential issues when playing on this site.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Donbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I played on their site for about a week, and I was blocked on September 15, 2025, immediately after I received an email confirming successful identity verification.

I don't remember what exactly I was playing — slot machines, betting.

I think I was given free spins for making a deposit, but I don't remember winning any large amount from them. 

Their chat is constantly updated, and their conversation history is not saved. last time, immediately after being blocked, I saved their response in text form because I was outraged by it, but I didn't take a screenshot. "After verification, your account is still under investigation for 6 months, please wait for the relevant team to contact you by email. :) " Now when I write to them, I get into the bot all the time and my messages are ignored.

Thank you very much for providing the necessary information. 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.

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.

Greetings, Pavel.

We would like to clarify, that the player who initiated the complaint is currently under investigation due to suspicious activity detected on our Sportsbook.

As a result, the account has been temporarily frozen while we conduct a thorough review.

We will ensure that you receive details regarding this matter via email.

Thank you and wish you a pleasant day.

Hello Anjeron24,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am extending the timer since the casino has replied to us, but have not yet provided the information regarding the case.

Thank you, Anjeron24, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.