Donbet Casino - O jogador enfrenta verificação e investigação excessivas.

Hello, I began playing on this account on 26.2 and deposited a significant amount of money. I endeavored to verify myself, but oddly enough, my ID verification was denied while my address verification was accepted. I then became quite defiant as I realized this casino no longer has a license and I wanted to leave as quickly as possible. I then received an email asking me to verify my address, even though that was already marked as complete in my account. I was then informed via live chat that I simply needed to verify my person, which I did this morning via passport. I then requested my first withdrawal which was received.

Five minutes later, I received an email stating my account will be under investigation for half a year. I'm afraid I don't understand the need for this verification rigmarole and, as my account is only a few days old, a half-year investigation seems utterly excessive.

Hallo, nachdem ich am 26.2 angefangen habe auf dem Account zu spielen und auch viel Geld einzahlte, versuchte ich mich zu verifzieren. Komischerweise wurde meine ID Verifizierung abglehnt, die meiner Adresse allerdings akzeptiert. Dann wurde ich richtig trotzig, da dieses Casino keine Lizenz mehr inne hat und wollte so schnell es geht dort verschwinden. Dann bekam ich eine Mail, dass ich doch bitte meine Adresse verifizieren solle, was aber in meinem Account abgehakt wurde. Via Livechat wurde mir dann mitgeteilt das ich lediglich meine Person verifizieren müsste. Dies tat ich heute Morgen via Reisepass. Dann beantragte ich meine erste Auszahlung die ankam.

Fünf Minuten später, wurde mir dann per Mail mitgeteilt das mein Account ein halbes Jahr under Investigation steht. Ich weiß leider nicht was diese Verifizerungsschikane soll und da mein Account nur ein paar Tage besteht, halte ich ein halbes Jahr Untersuchung für völlig übertrieben.

Dear Shogun34,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?
• Have you been informed what specifically seems to be a problem in verifying your account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Hello,

I played sports betting and casino.

I played without an active bonus.

That's the problem, in the end I wanted to verify my ID card with a photo in my hand at the weekend, which was rejected. This morning I tried with my passport also with photo in hand. Then this morning I saw that my verification using the passport was also rejected, then a small amount was paid out and 5 minutes later the email came that my account is under investigation. However, my address was already verified last weekend. How can you verify the address if you have not yet verified the person? Very stupid circumstances.

Hallo,

ich habe Sportwetten gespielt und Casino.

Ich habe ohne aktiven Bonus gespielt.

Das ist das Problem, im Endeffekt habe ich am Wochenende meinen Personalausweis mit Foto in meiner Hand verifizieren wollen, was abgelehnt wurde . Heute Morgen versuchte ich es mit meinen Reisepass auch mit Foto in der Hand. Dann sah ich heute Morgen, dass auch meine Verifzierung mithilfe des Reisepasses rejected wurde, dann wurde ein kleiner Betrag ausgezahlt und 5 Minuten später kam die Mail, dass mein Account under Investigation ist. Meine Adresse wurde allerdings schon letztes Wochenende verifiziert. Wie kann man die Adresse verifizieren, wenn man die Person an sich noch nicht verifiziert hat ? Sehr blöde Umstände.

Hi Shogun34,

• Kindly forward any documents and photos you submitted for verification to petronela.k@casino.guru.

Furthermore, please note that if your verification issue becomes related to sports betting in any way, we regret to inform you that we cannot assist you, as we do not handle complaints regarding sports betting.

Thank you in advance for your cooperation and understanding.

Dear Shogun34,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.