Donbet Casino - Igrač traži nadoknadu za kvarove i uskraćene dobitke.

So many issues to address but the biggest and most disgusting is their Aero mini-game, I experienced a ridiculous amount of malfunctions including but not limited to...

-Not being able to press the cash out button during the game

-Pressing the cash out button well before the crash, it accepting the win but then crashing and no winnings received

-Bets only shown as accepted when it crashes so I don't even know I am in the game / buttons still showing I can bet for next round when I am in current round

I provided all the evidence I could to DonBet support, screenshots, logs, timings etc and they refused to compensate me for all the malfunctions even though the game notes says malfunctions will be refunded!

I also have come to understand via this site that DonBet is linked with MyStake who I fully excluded from so I would imagine they should not have let me sign up with the exact same details.

I deposited over £10k, wagered over £200k in less than a month and had disgraceful RTP on most slots, many malfunctions and had to keep contacting support about void bets.

I would like to be compensated for all my malfunctions which probably equal thousands but £800 is the least I deserve considering I had multiple Aero wins of £100+ which never was paid out.

Many thanks,

Dear lbjco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact times of the incidents, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing after you found out the game was not functioning properly?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

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Hi Veronika,

Thank you for picking up my complaint.

I have sent you over some more information and some attachments, unfortunately I don't have a huge amount available.

I fear you will just get the same automated standard responses I got with no accountability, no real investigation or transparency but hopefully you can help me secure some compensation.

Many thanks,

Thank you for your email and for sharing the additional screenshots. Based on the information provided, I’m unfortunately unable to confirm that your winnings have not been paid. The screenshots clearly display dates, times, bet amounts, and results marked as "success." This indicates that the bets were processed correctly and that no winnings were unfairly withheld from you.

Please note that if a game appears to have crashed on your device, this can sometimes be caused by a local network issue. In such cases, the bet round may still be completed normally on the gaming provider’s system in the background. If a bet was not deducted from your balance at all due to a glitch, it would also not appear in the official game history, and there would not be any winnings lost or unpaid.

Do you have any more evidence you could send me so that we could continue with the investigation?

Hi Veronika,

Unfortunately not, unless someone is recording their screen while using the site there is no way to prove the malfunctions - thats how they scam you.

Only other things are the joke RTP in the email I sent and the fact I was excluded from their other site not knowing they own a whole bunch of sites!

Anything you can recover for me would be amazing, thanks for your help.

Regards,

Thank you for your patience and for providing us with additional information. I fully understand how frustrating technical issues can feel, especially when there are doubts about whether winnings were credited correctly.

After carefully reviewing the evidence you shared, I must conclude that there is no indication that your winnings were unfairly withheld. The screenshots show that your bets were processed successfully and marked as completed. When a game crashes on a player’s side due to network or device issues, the provider’s servers usually continue to process the round in the background. This means the result is registered fairly, even if it appears differently on the player’s screen. If the system had detected a true malfunction, the round would have been voided and the bet refunded automatically.

Regarding your concern about being able to register despite having an account at another brand under the same operator, please note that this can vary depending on the company’s internal policies. Casinos are not legally obligated to prevent a player from registering across all brands under the same ownership unless there is a direct, confirmed link between the accounts and a self-exclusion policy that explicitly covers all associated brands.

I understand you believe the return to player (RTP) you experienced was too low, but please remember that RTP is calculated over millions of rounds, not short-term play. Unfortunately, negative results in a short period do not prove unfair practices.

Since we have not been provided with evidence that would demonstrate unpaid winnings or a malfunction recognized by the provider, I regret to inform you that we cannot uphold your complaint.

I’m truly sorry we cannot bring you the outcome you were hoping for, but please know we reviewed the case thoroughly and independently.

Best regards,

Veronika