Donbet Casino - Depozit igrača je odložen.

Hi, I deposited £100 via bank transfer. It was never credited to my donbet account and the amount has left my bank account. Donbet said that their transfers are usually instant but can take upto an hour. 2 hours passed they then said it's upto bank operating day times. So now there is t much response happening.

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Dear Shabrash,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Hi, I have contacted the bank and they said that Donbet really should refund as the amount has left my bank account. They even sent me the details as to where the money went via bank transfer

The bank have also said the following in screenshot that Donbet should investigate what bank details they put online for us to bank transfer our deposit. They are responsible for how transactions should happen on their website

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Hi, I have sent you an email with the attachments but I have also attached the official transaction/ statement receipt the bank has provided for me

Dear Shabrash

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, Mirka (miroslava.d@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,

Veronika

Dear Donbet Casino,

We are contacting you regarding a £100 bank-transfer deposit made by the player on 13 July 2026 that was debited from the player’s bank account but was not credited to their casino balance.

The player has provided a transaction record, the beneficiary information obtained from their bank, and communications showing that the bank considers the payment successfully processed. Your support team also advised the player that the transaction was being investigated.

Could you please:

• confirm whether the beneficiary shown in the submitted evidence was an authorized payment processor used by Donbet at the time;
• trace the payment with your bank-transfer provider using the supplied transaction details and reference;
• confirm whether it is received, unmatched, pending, rejected, or scheduled for return; and
• advise when the £100 will be credited or refunded?

Feel free to attach supporting evidence here, or send it to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Greetings,

Hope you are well

As we have checked, our team has started investigation, in order to process it we need PDF statement of the transaction.

The payments team has informed player via email and received no response, therefore please provide requested document in order to finish the investigation.

Kind regards

Dear Shabrash,

Please notify me, when you will be able to provide the casino with the requested PDF.

Thank you.