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Dear elsayedsammerr,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that your account hasn't been verified yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your quick response. Here are the answers to your questions:

1. Yes, I have made successful withdrawals from my DBbet account previously. All of them were processed and received without any issues.

2. I provided the casino with all the documents they requested: two bank statements, a video showing that I did not receive the money, and the most recent bank statement from 17 days ago. Since then, my withdrawal request has been pending and the casino keeps asking me to wait, but it has been 17 days with no update until now.

3. My winnings were accumulated without any active bonus. I played with my own deposited money only and did not use any bonus or promotion.

Please let me know if you need any other information.

Best regards,

Thank you for your reply, elsayedsammerr. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?

When was the last time you contacted the casino regarding this issue? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Kristina,

I have just sent you a new email with all the requested proof attached directly.

The email includes:

1. Screenshot of both transactions (3600 EGP and 1719 EGP)

2. Screenshot of DBbet complaint 13626212 showing "Under Processing" 

3. Full Vodafone Cash statement from 24/02/2026 to 23/03/2026

4. Video from wallet app proving the 3600 EGP was never received

5. Screenshots of my last conversation with DBbet live chat support on 08/04/2026 showing they only told me to "wait" with no solution

The DBbet system shows this withdrawal as "Completed" and "Success Confirmed by Operator" on 26/02/2026, but the money never arrived and the complaint is still open since 27/02/2026.

Please confirm you received the email with all attachments.

Thank you for your help.

Hi Kristina,

I hope you're doing well. 

I submitted all the final evidence you requested on April 16th, and the status changed back to Waiting for Casino Guru on the same day.

Since it's been a few days, I just wanted to kindly check if the Final Warning has been sent to DBbet yet?  

It's been 51 days since my withdrawal request on February 25th.

Thank you for your help and time.

Dear elsayedsammerr,

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, Barbora (barbora.p@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,

Kristina

Hello elsayedsammerr,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello Barbora,

Here is my final update with proof.

1. Proof of casino error: The casino canceled my original withdrawal and claimed they were "Unable to process the amount". [attach screenshot #1]

2. Proof of payment received: After they returned the funds to my balance, I made two new withdrawals and both were successful:

- 1500 EGP withdrawal - Success - Received in my Vodafone Cash. [attach screenshot #2]

 - 2100 EGP withdrawal - Success - Received in my Vodafone Cash today. [attach screenshot #3]

So I confirm that the total 3600 EGP has been paid.

However, this does not resolve the main complaint. The casino kept my original withdrawal marked "Successfully Confirmed" from 25/02/2026 to 23/04/2026 = 57 days of delay.

They lied when they said "Unable to process the amount", because they processed the exact same amount with -Success- immediately when you intervened. This proves the delay was intentional.

Please do not close this complaint until DBbet:

1. Explains why they delayed a confirmed withdrawal for 57 days.

2. Receives a penalty for this violation.

3. Compensates me for the 57-day financial damage.

Thank you.

Best regards,  

Update for Barbora

I want to highlight something very important about DBbet's behavior that proves bad faith and request compensation for the 57-day delay.

On 23/04/2026 at 12:18 they canceled my withdrawal with "Denied by operator" and returned the 3600 EGP to my casino balance instead of sending it to my Vodafone Cash wallet where I originally requested it on 25/02/2026.

This was intentional. Their goal was to give me a chance to gamble and lose my money before I could withdraw it again. This is a well-known predatory tactic used by rogue casinos.

I was smart and immediately withdrew the full 3600 EGP to my wallet again, and they paid it within minutes at 16:16. This proves they were capable of paying all along since 25/02/2026.

So to summarize DBbet's actions:

1. Confirmed my withdrawal on 25/02/2026 but held the money for 57 days.

2. Lied on 23/04/2026 at 12:18 saying "Denied by operator".

3. Returned funds to casino balance instead of my wallet, hoping I would lose them.

4. Paid instantly to my wallet at 16:16 only after your intervention.

Due to this intentional 57-day delay and predatory behavior that caused me significant stress and time wasted, I am requesting a fair compensation for the inconvenience.

Update for Barbora

I want to clarify the timeline and request compensation for the 57-day delay.

1. My withdrawal was confirmed as successful on 25/02/2026.

2. DBbet held my 3600 EGP for 57 days without paying.

3. Today, 23/04/2026 at 12:18, they canceled my withdrawal with "Denied by operator" and returned the funds to my casino balance for the first time, instead of my Vodafone Cash wallet.

4. I immediately withdrew again and they paid to my wallet at 16:16.

Returning funds to the casino balance instead of the wallet gives players a chance to gamble and lose their money. Due to this intentional 57-day delay and the action taken today, I am requesting a fair compensation for the inconvenience and stress.

Thank you.

Hello Barbora,

Important update regarding compensation:

1. I confirm I received the 3600 EGP to my Vodafone Cash after withdrawing again from my balance.

2. I asked the casino support about compensation for the 57-day delay. As you can see in the attached screenshot, the agent completely ignored my question about compensation and only replied with generic withdrawal instructions.

This proves they have no justification for the delay and are refusing to address the compensation request. Their silence is an admission of guilt.

I still insist on a fair compensation for the financial damage caused by their predatory 57-day delay.

Screenshot attached.

Dear elsayedsammerr,

Thank you for your updates and for confirming that you have successfully received the total amount of 3600 EGP after submitting the new withdrawal requests.

I understand your frustration regarding the delay between the original withdrawal request and the final payout, and I agree that such delays can be inconvenient and stressful.

I have contacted the casino regarding this matter, and according to their response, the payment has been completed and they consider the issue resolved from their side.

Please note that once the funds have been fully paid, our ability to intervene further is limited. Requests for compensation are handled solely at the casino’s discretion, and as mediators, we are unfortunately not able to enforce penalties or compensation payments.

Since the full amount has now been received, the primary issue of this complaint - the unpaid withdrawal -has been resolved.

Unless there are any remaining unpaid funds related to this case, we will proceed with closing the complaint.

Dear Barbora,  

Thank you for your help in resolving the main issue and ensuring I received the 3600 EGP. I truly appreciate Casino Guru's effort.  

However, I must express my dissatisfaction with the way the casino handled this case. The casino held my funds for 57 days without providing any explanation or reason for the delay. This lack of transparency and communication caused significant inconvenience and stress.  

Could you please ask the casino one final time if they would consider any goodwill gesture or compensation for this unreasonable delay and for holding my money without justification?  

If they refuse, I understand your limitations as a mediator, and you can close the complaint as "resolved without player satisfaction".  

Thank you again for your support.

Dear elsayedsammerr,

Thank you for your reply and for confirming once again that the full amount of 3600 EGP has been successfully received.

I completely understand that the delay you experienced was unpleasant and caused frustration. However, I would like to clarify that the primary purpose of our complaint process is to assist players in cases where funds remain unpaid. Since your balance has now been fully paid, the main issue of this complaint has already been resolved.

Regarding your request for compensation, please understand that goodwill gestures are entirely at the casino’s discretion. As mediators, our role is not to negotiate compensation or repeatedly request additional benefits from the casino once the disputed funds have been paid. We also do not impose penalties on casinos.

For this reason, unless there are any remaining unpaid funds related to this case, there is no further issue for us to investigate, and the complaint is considered resolved from our perspective.

Thank you for your understanding and cooperation throughout the process.

Subject: 15978664 New order number

New Issue: Deposit Blocked + Excessive Verification After 57-Day Delay

Dear Barbora,

I hope you are well. Thank you for your previous assistance with my 3600 EGP withdrawal which was delayed for 57 days.

I am writing because I am facing a new serious issue with Dbbet that shows a clear pattern of delaying player funds.

1. Previous Case Summary 

My withdrawal of 3600 EGP was delayed for 57 days before it was finally paid. No compensation was offered for this extensive delay.

2. New Issue: 305 EGP Deposit Blocked with Excessive Verification

On 24/04/2026 at 03:07 AM Cairo time, I made a new deposit of 305 EGP to Dbbet's number 01103085045. This deposit has been pending for 4 days now.

To verify, I immediately provided Dbbet support with: 

a) A full screen-recorded video from my Vodafone Cash app showing the complete transaction with amount, date, time, and recipient number. 

b) A bank statement for the account used.

Despite providing video proof and a bank statement, Dbbet support continues to delay crediting the deposit and is now requesting additional, different verification documents. This appears to be stalling tactics.

I have also filed an internal complaint on Dbbet's website regarding this blocked deposit. Screenshot attached.

This behavior - a 57-day withdrawal

Dear Barbora, 

Since the comment section doesn't allow video uploads, I have sent the full screen-recorded video of the successful transaction to your email.

The video clearly shows the transaction ID, sender number 01032833359, recipient number 01103085045, amount, date, and status 'Transfer Successful' confirming the 305 EGP was sent to Dbbet on 24/04/2026.

Please confirm once you receive it. Thank you for your assistance."

Dear Barbora,

I hope you are well. I am writing to be fully transparent with you regarding my case.

After I sent you the video proof of my 305 EGP Vodafone Cash deposit to your email, the casino support contacted me directly on chat. Out of frustration and worry about my money, I made the mistake of replying to them.

I asked them why my deposit was not credited and told them the video is the official proof, as Vodafone Cash transactions do not have stamped bank statements. I now realize that I should not have contacted them directly while the complaint is open, and I sincerely apologize for this mistake.

I will not communicate with the casino again. I will only follow your instructions from now on.

To confirm, the screen-recorded video I sent to your email is the complete and valid proof from the official Vodafone Cash app. It clearly shows the 305 EGP was successfully sent to their wallet number.

Thank you for your time and for mediating this case. I trust your fair judgment.

Best regards,  

Dear elsayedsammerr,

Thank you for the evidence you have provided so far.

Could you please change the casino page language to English and send us a new screenshot or screen recording of the same page in English? This will help us review the information more accurately and proceed with the investigation.

If possible, please make sure the screenshot or recording clearly shows:

• the deposit details
• the amount (305 EGP)
• the date and time of the transaction
• the status of the deposit

Thank you in advance for your cooperation.

Hi Barbora,

I have sent the requested screenshots and screen recording to your email.

The evidence clearly shows the deposit status is "unsuccessful deposit" and the funds were not credited.

Thank you for your help.

Dear elsayedsammerr,

Thank you for providing the English version along with the screenshots and recording, I appreciate your cooperation.

I will review the information carefully and get back to you as soon as possible with an update.

If anything else is needed in the meantime, I will let you know.

Subject: Additional Evidence - DBbet Pattern of Withholding Deposits

Dear Barbora,

I hope you're doing well.

While reviewing DBbet on Casino Guru, I found another player complaint with the exact same issue as mine:

Case: "DBbet Casino - Player's deposit of EGP 12,800 is missing"

Status: Unresolved - No reaction 

Black points: 192

Link:

https://casino.guru/complaints/dbbet-casino-player-s-deposit-of-egp-12-800-is-missing

This proves DBbet has a documented pattern of:

1. Withholding player deposits

2. Ignoring Casino Guru complaints until they become Unresolved

This directly supports my case regarding the pending EGP 305 deposit and the black box game issue.

Thank you for your continued help.

Best regards,

Dear elsayedsammerr,

Thank you for providing the screenshot in English and for the additional video proof.

I have now contacted the casino and requested clarification regarding your deposit. As soon as I receive their response, I will update you here.

Thank you for your patience.

Hi Barbora,  

It's 6:00 PM Cairo time on May 6th. The timer shows 5 days 22 hours left.  

The casino still hasn't replied and the 305 EGP is still not in my account.  

Please follow up with them urgently. Thank you.

Hi Barbora,

I hope you are doing well. I want to add important information regarding my case.

Before I filed this complaint on Casino Guru, I contacted DBbet support directly. I sent them the full video proof showing the successful 305 EGP Vodafone Cash deposit with all transaction details visible.

I also sent DBbet the account statement from Vodafone Cash, but they rejected it and insisted that I must provide a "stamped bank statement" to prove the deposit.

As you surely know, Vodafone Cash is an e-wallet service in Egypt, not a traditional bank. They do not issue stamped statements to users. This is an impossible request to fulfill.

I don't have a stamped statement to provide. The full video proof I sent you is the only and strongest evidence I have showing the money was sent successfully from my account to theirs.

I believe they are using this stalling tactic to gain more time. I kindly ask you, Barbora, to please give them a final deadline, because they want to use delaying tactics to waste time.

I trust your experience and I fully accept your fair judgment on this matter. Whatever you decide, I will respect it.

Thank you for your time and help.

Update for Barbora:

The casino just closed the deposit request on their end between yesterday and today, 11/05/2026.

Screenshot attached shows status "Closed" for transaction dated 24/04/2026 at 02:08.

This proves 3 things:

1. They received my 305 EGP on 24/04/2026 and kept it pending for 17 days instead of rejecting it immediately.

2. They closed it only after I proved Vodafone Cash cannot issue stamped statements. This is retaliation for escalating the complaint.

3. The transaction appears in my Vodafone Cash wallet app history, and the video I already submitted proves the transfer was successful, but the amount was never credited to my casino account.

Their own T&C states deposits are instant. This is clear bad faith. Please mark this complaint as UNRESOLVED if they don't refund the 305 EGP within 24 hours.

Thanks in advance for your help.

Dear elsayedsammerr,

Thank you for the update and for providing the additional screenshot.

I have already contacted the casino again and requested further details regarding your case, including clarification about the requested verification and possible alternatives considering the nature of the Vodafone Cash service.

Once I receive additional information from the casino, I will update you here accordingly.

Thank you for your patience and cooperation.

Dear elsayedsammerr,

I have now received a more detailed response from the casino regarding your deposit issue.

According to the casino, the payment provider reported the transaction as rejected and the funds were allegedly not received on their side. They also stated that the amount should normally be automatically returned to your Vodafone Cash wallet.

The casino further clarified that an official PDF statement/export from the Vodafone Cash application or payment provider would be acceptable for their investigation, provided that it clearly shows the relevant transactions for the requested period from 24/04/2026 until the present date.

Could you please send me the documents requested by the casino as well? You may send them directly to my email address at barbora.p@casino.guru so I can review them together with the case details.

Once received, I will continue reviewing the matter accordingly.

I've sent the Vodafone Cash statement to barbora.p@casino.guru. 

The 305 EGP transaction is highlighted and marked as successful on my end.

dbet keeps stalling even though the payment went through. 

The deposit was never credited to my casino account.

Please don't give them more time - the proof is attached.

Hello elsayedsammerr,

Thank you for providing the document. However, this appears to be a photographed/printed transaction list, and unfortunately it is not sufficient for verification purposes.

Could you please provide the Vodafone Cash transaction history directly from the Vodafone Cash application or official wallet system instead? Ideally, we need clear screenshots or a PDF export from the app showing the wallet number/account holder details, full transaction IDs, dates, amounts, and the relevant transactions in the original digital format.

Please obtain the statement directly through the Vodafone Cash app transaction history section or request an official digital statement from Vodafone support.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear elsayedsammerr,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora