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.

Hi,

I have numerous times via donbet live chat and email have sent the pdf version of the transaction receipt and my bank statement. I have again done now. This is like the 10th time they have asked me to do this and I have. I also provided here the statements I have sent to them in pdf format just for record.

Dear Donbet Casino,

Please complete the investigation with your payment provider and let us know whether the £100 payment was received, remains unmatched or pending, was rejected, or has been returned. If it was received, please confirm when it will be credited or refunded.

Thank you.

Hi am happy for Donbet to put £100 worth of free spins on my account rather than a deposit refunded back. I was going to use the amount to play anyway. But I would like to be able to withdraw my winnings too if I get any

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.

Greetings,

I hope you are doing well.

Please note that we have completed our investigation, and it appears that the deposit failed to reach our website. As a result, the funds have been returned.

We understand how concerning this may be and sincerely apologize for any inconvenience caused. Please be assured that the player has also been informed by our Payments Team.

Best regards,

Dear Shabrash,

Can you please confirm, if you have received the returned deposit?

Yes it seems I have. Thank you

Dear Shabrash,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru