Dafabet Casino - Zahtev igrača za zatvaranje naloga je ignorisan.

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Dear kirukaru, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Dafabet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino and the receipts of your deposits? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

1) Access: Yes, I still have access to my account. Despite my repeated requests for permanent self-exclusion due to 'severe gambling addiction' starting on April 30th, the casino has refused to lock my account.

2) KYC: State whether you have completed your identity verification (KYC) on Dafabet yet.

3) Additional Deposits: I would like to update my disputed amount. Since the casino ignored my addiction declaration, I have made several more deposits. I am now seeking a total refund of ₹17,102, which is the sum of all deposits made between April 30th and May 4th.

Kindly check your email as I have sent you all proof for my case ID : 208479

Hi Attila,

​I have an update regarding my evidence. While I was getting these emails ready to send to you today (May 5th), I accidentally forwarded my previous self-exclusion proof back to Dafabet instead of to you.

​An agent named S. Venkateswarlu replied to that email just now. I am mentioning this because it’s clear proof that even five days after I told them I had a "severe gambling addiction" on April 30th, my account was still active. They are only now saying the request is "being processed."

​Because they failed to lock my account immediately after my addiction declaration, I was able to continue depositing. I am requesting a full refund of the ₹17,102 I deposited between April 30th and today. Their reply today proves they left my account open and vulnerable for nearly a week.

​I’m uploading the screenshot of today's email from them here as further proof.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello kirukaru,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Dafabet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you willing to issue a refund to the player?

As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Hi Martin,

Thank you for taking over my case.

Regarding your request to send one more email: I actually received an email from Dafabet two days ago (May 9th) confirming that they have finally closed my account. I am attaching the screenshot of that closure email from their agent here for your records.

Since the account is now officially closed, please let me know if you still want me to send another email to them, as I don't want to confuse the process.

My main focus now is the refund. While I am glad it is finally closed, they ignored my original "severe gambling addiction" declaration from April 30th until May 9th. Because of their 9-day delay in locking the account, I was able to deposit ₹17,102 during that window. I am seeking a full refund of those specific deposits due to their failure to act immediately.

Thank you for inviting the casino to the thread. I will wait for their response.

Best,

Kiran

Dear kirukaru,

thank you for the confirmation, we will now await the casino's response. There is no need for further messages at this point.

Hi Casino Guru,

We cannot grant the customer’s refund request, as stated in our Terms and Conditions (Section 10.2).

Hi Martin,

I see Dafabet's response regarding Section 10.2. However, this section refers to a standard account cancellation.

As per my evidence already provided, I explicitly informed the casino on April 30th that I have a 'severe gambling addiction.' Under industry standards for Responsible Gambling, a declaration of addiction requires an immediate block to prevent further financial harm.

Dafabet's own Terms cannot override their 'Duty of Care.' By waiting 9 days to process a high-risk addiction request—while a human agent (S. Venkateswarlu) was actively communicating with me during that time—they allowed a vulnerable player to continue depositing.

I maintain that any deposits made after my declaration on April 30th (totaling ₹17,102) should be refunded because the casino failed to implement an immediate emergency block as required for cases of reported addiction.

In addition to my previous point, I would like to highlight the specific pattern of obstruction I faced during those 9 days:

​Redundant Automated Requests: Despite sending my request from my registered email address, I received multiple automated responses asking me to 'send from my registered email.' Their own agents eventually replied to my emails, proving they knew the sender was verified, yet the automated system kept stalling the process.

​Ignoring the Stated Reason: In every communication starting April 30th, I clearly stated the reason for closure was a 'severe gambling addiction.' Despite this, the casino’s automated system and agents repeatedly asked me to 'provide a reason for closure.'

​Industry standards for Responsible Gambling dictate that once 'addiction' is mentioned, the questioning must stop and the account must be secured. Dafabet used these circular questions as a stalling tactic, which directly led to my further losses.

Dear Casino Representative,

Thank you for your prompt response. I would like to clarify our position regarding the situation. We believe that the casino has a responsibility to close a player’s account immediately upon being informed of their gambling issues. Based on the information available to us, it appears that the casino may not have fulfilled this obligation.

I would therefore like to kindly ask you to reconsider your decision, and provide us with the player's deposit history, so we can calculate the amount the player is entitled to receive.

However, if it is indeed impossible to process a refund, I kindly request that you confirm this explicitly in your next response, so we can proceed accordingly.

Hi KIRUKARU and Casino Guru,

Please be advised that we will forward this to our Management for approval and will inform you once we receive their feedback.

Dear casino representative,

thank you for keeping us updated. Please let us know once you get a decision from management.

Hi KIRUKARU and Casino Guru,

Apologies but as per our management's decision, we cannot grant the refund request of the customer. Thank you.

I am disappointed that Dafabet chose to ignore a clear duty of care. Since they have rejected a fair refund for a self-declared addict despite the evidence of their 9-day delay.

Since management continues to ignore their Duty of Care, I will be filing a formal regulatory breach report directly with the Curaçao Gaming Authority (CGA).

I am specifically citing a violation of the Responsible Gaming requirements under their current license. I will provide the CGA with the full case transcript from Casino Guru, including the mediator's findings of your failure to act.

Authority Reference:

Regulator: Curaçao Gaming Authority (CGA)

Official Portal: cert.cga.cw

License Holder: Osmila N.V.

Current License: OGL/2024/1276/0583

It has been several days since I provided the specific regulatory details regarding the Osmila N.V. license and the CGA breach. Since Dafabet management has shown no intent to resolve this clear failure of responsible gaming, I request Martin to finalize his findings and close this case as Unresolved so I may proceed with my formal report to the Curaçao Gaming Authority.

Dear kirukaru,

thank you for your patience and cooperation throughout the investigation.

After carefully reviewing all available evidence, we acknowledge that the casino should have acted more promptly once gambling addiction was explicitly mentioned. However, despite our repeated requests, the casino has refused to issue any refund, and unfortunately, we have no further means to enforce a different outcome.

As the casino’s final position remains unchanged, we are now closing this complaint as unresolved. This decision will negatively affect the casino’s safety index.

We are sorry we could not help you achieve a more favorable outcome in this case.

Best regards

Martin