DBbet Casino - Depozit igrača je odložen.

I have a problem depositing 5000 Egyptian pounds. I submitted all the required documents, but since then I haven't received a response or had the problem resolved.

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Dear Mazika,

Thank you for submitting your complaint and the supporting evidence. I’m sorry to hear about your problem with the deposit. I understand your concerns regarding the EGP 5,000 transaction and the difficulties you have experienced over the past week, including your concerns about a potential security issue and the lack of communication with the agent.

To help us review your case, could you please provide:

• Proof of the EGP 5,000 transfer (receipt, bank statement, or payment confirmation).
• Details of when the transaction was made.
• Any communication you have had with the casino or the agent regarding this matter.

Additionally, could you clarify whether the funds were never credited to your gaming account, or whether they were credited and later became unavailable?

Once we receive this information, we will review the case further and determine how we may assist you.

Best regards,

Jean

I don't know how to upload videos to the site here. Also, the money hasn't been credited to my account at all; the agent is trying to evade responsibility.

Thank you for your reply.

Could you please show screenshots of your casino account's deposit history?

Please provide a screenshot of the payment instructions found in the casino's cashier when trying to deposit.

Additionally, please forward me the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead. My email address is jean.s@casino.guru.

I appreciate your cooperation.

Dear Mazika,

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.

The requested information has been sent to your email; please make sure to reply to us.

Dear Mazika,

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, Štefan, (stefan.m@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,

Jean

Dear Mazika,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from DBbet Casino to join this conversation and assist in addressing the complaint.

Dear DBbet Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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.

I have tried to contact DBbet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (stefan.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan