DBbet Casino - Povlačenje igrača je odloženo.

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Hello,

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

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

• Is your player account accessible? Can you log in?
• Is your payout currently pending in your player's account?
• 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 delay? 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

Hello,

Thanks for your patience.

According to the screenshots you provided, your player's profile and your official documents differ in your first and given names. Please note that you should only register in online casinos using personal information that is identical to the information found on your official documents.

If there is any other information I might not have considered or overlooked, please let me know.

Thanks for the explanation.

From the communication you provided when you were in contact with the casino's security department, the name you gave them was different from the one on your ID documents. Could you please provide an explanation for this discrepancy?

Looking forward to your reply.

Dear Abdullahi12,

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, Michal (michal.k@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,

Tomas

Hello Abdullahi12,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite DBbet Casino to join the conversation.

Dear DBbet Casino,

While I fully understand that, in line with industry standards and applicable regulations, players are expected to provide their full name and other personal information accurately and in accordance with their official government- or authority-issued documents, based on the explanation provided by the player, there may have been a misunderstanding or an unintentional error when their name was entered during the "One-Click Registration" process.

The player has provided us with various forms of evidence and information for the likely cause of this discrepancy. With this in mind, I would appreciate it if you could reconsider the matter and share your thoughts on whether there may be a way to resolve the issue without unnecessarily preventing the player from accessing their account or funds.

One potential option could be to conduct a video verification with the player, which may provide sufficient clarification regarding their identity and establish that they are indeed the person who registered and operated the account.

I hope we can find a reasonable and practical solution to this matter, and I would greatly appreciate your cooperation in helping us move the case forward.

Should there be any additional factors relevant to the matter that cannot be shared publicly, please send them directly to me at michal.k@casino.guru for a independent review.

Thank you in advance.

Dear Abdullahi12,

I have received the following response from the casino:

Dear Michal,

Greetings from the DBBet Customer Care! My name is Soph.

We wish we could assist you in some way, yet we do not consult third-parties regarding gaming accounts. The owner of the gaming account in question should contact us themselves using their own email address for further assistance on their account. Thank you for understanding.

If you have any questions regarding out platform in general, or need some assistance navigating it we'll gladly help you. Wishing you a wonderful day ahead!

While this is not the response I had anticipated, I can understand that some casinos may be limited in their ability to discuss account-specific matters due to their internal policies and contractual or regulatory obligations.

Although I would certainly prefer to address this matter through our complaint forum, the appropriate next step would be to contact the casino team again and request that they address the matter directly.

If the issue remains unresolved, I recommend requesting a "Final Response Letter" or "Deadlock Letter" confirming the casino's final position on the matter.

Once you have received such a letter, you can then escalate the complaint to the casino's designated ADR provider or the relevant licensing authority, as appropriate.

As per the casinos Dispute Resolution ᐉ DBbet Company Rules ᐉ db-bet.com

Sport Tech N.V. has designated ADR Curaçao B.V. ("ADRC") as its preferred and appointed ADR service provider. ADRC is a certified ADR provider licensed by the Curaçao Gaming Authority ("CGA") in accordance with the LOK and the CGA Player Complaints Policy Guidelines v1.1.

BEFORE SUBMITTING A DISPUTE TO ADRC, PLAYERS MUST FIRST ATTEMPT TO RESOLVE THEIR COMPLAINT DIRECTLY WITH Sport Tech N.V. THROUGH OUR INTERNAL COMPLAINTS PROCESS.

You might also find our acticle How to submit a complaint to a regulator | Casino Guru helpful.

Please let me know once you have submitted your formal complaint "ADRC" and provide me with confirmation or other evidence of the submission either here in the complaint thead or to my email michal.k@casino.guru .

Once I receive this, I will temporarily close the case with the status "Waiting for the Regulator's Decision."

Dear Michal,

​As advised, I have officially sent a formal complaint and request for a Final Response Letter directly to DBbet support. Attached is the proof of my email sent to them.

​I am currently waiting for their response or the confirmation from ADRC.

​Best regards,

Abdullahi

Dear Michal,

​I have received the final decision directly from DBbet Security. They have officially rejected my verification, stating:

​"Unfortunately, the provided information is insufficient to verify that the account belongs to you."

​Attached is the screenshot of their final response email (Ticket [#8967779]).

​Since they have provided their final refusal and declined further consultation,

I am now proceeding with my formal dispute submission to ADR Curaçao B.V. (ADRC) as advised.

​Best regards,

Abdullahi

Dear Michal,

​I have successfully submitted my formal complaint to ADR Curaçao B.V. (ADRC) regarding DBbet and my withheld funds of $10,121.14.

​The submission has been confirmed by the ADRC system, and I am now awaiting their official case reference and review process.

​Best regards,

Abdullahi

Dear Abdullahi12,

Thank you for providing confirmation that you have submitted your complaint to the casino's ADR. I will now temporarily close this case as Unresolved – Waiting for the Regulator's Decision until the ADR process has concluded.

Kindly keep me informed about any important updates and the conclusion reached by the ADRC at michal.k@casino.guru.