Dublinbet Casino - Igračev nalog je zatvoren zbog navodnog falsifikovanja dokumenata.

Dublinbet have attempted the theft of 1207 euros claiming I have forged documents which is completely untrue.

My account was fully verified, ID, selfie, utility and banks statement for over one month. I had numerous deposits and a few withdrawals.

Then suddenly, they send me the attached email. I was shocked and sent proof of my account being verified at another casino which I play at (have done for a year) the other casino uses sumsub. Meaning none of my documents could be 'forged' as Dublinbet alleged as they would not pass the sumsub biometric.

When I sent all this to dublinbet they then came back and said my bank statement was forged as the IBAN didn't exist? I responded saying I only use crypto at your site and the IBAN doesn't exist as the account was mnigrated to BOI on Oct 16th. Something that could of been easily cleared up had they just emailed me.

I offered to send the closure/migration letter and offered to get the old statement noterised if needed.

The site has just refused and insisting on stealing my funds for provably untrue reasons. This would be massively against CGs fairgaming policy.

I have attached all correspondence here rather then emailing so we can move this a long.

Unfortunately I see in your complaints history on this site they have done almost exactly the same to other players and stopped responding when you didn't agree with their reasons.

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Dear lazzasheppz,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Dublinbet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Regarding the closure of your bank account and non existent IBAN, have the relevant documents been submitted to the casino?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

How long have you been a player at this casino, please? 2 months

Regarding the closure of your bank account and non existent IBAN, have the relevant documents been submitted to the casino? - I closed the bank at AIB and migrated to BOI. I have offered but the casino is refusing. I attached the communications. I also sent them all the proof of me being verified by sumsub and having an account there.

Have you accumulated your winnings with the help of bonus, please? No

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Uplaoded all previously here.

Dear lazzasheppz

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,

Katarina

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Dublinbet Casino representative to join this conversation.

Dear Dublinbet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora,

We would like to inform the Casino Guru team and all participants that we have sent a detailed email regarding this case to barbora.p@casino.guru.

As the matter contains sensitive and confidential information, we will await your response before providing any further details publicly.

We remain fully available for any questions and will be happy to assist further once we receive your feedback.

Thank you in advance for your cooperation.

The DublinBet Team

Hello,

Dublinbet Manager Nikitia has been engaging with me for the past 3 days.

They have requested a joint bank statement, utility bill and details from our remortgaging advisor. I have just asked for one clarification from nikitia and then will be supplying all this.

see attach

Just an amendment here. The casino seems to have reset/punished me for continuing my complaint here. Please see the attached.

It seems from Nov 7th the casino until today, the manager Nikita was engaging and requested the alternative documents which is reasonable. Then following me continuing my complaint here (to follow your guidelines) and requesting clarification on the mortgage details they have sent the attached?

I am confused by this

Dear DublinBet Team,

Thank you for your cooperation and for providing the detailed information. I appreciate your continued assistance and will reach out if any further clarification is required.

Best regards,

Barbora

Dear player,

Thank you for your cooperation so far.

To move the case forward, could you please request from AIB an official account closure or migration confirmation letter for the account you previously held with them?

Please send the document directly to me only at barbora.p@casino.guru. Once received, I will review it and determine the next appropriate step in the process.

Thank you very much for your assistance.

Best regards,

Barbora

Hi,

It's a generic email from the personal accounts department. They sent that when the account was closed.

Is that okay? I migrated to BOI but closed my AIB, I did explain this to dublinbet

Again, this was not requested by Dublinbet but I did offer it all.

Dublinbet requested all the above from the mortage department at BOI and an updated POA. Is this all still needed? Nikitia seemed to try and back track and then stopped communicating.

Dear @lazzasheppz

To avoid any misunderstandings, we would like to explain why we continue to communicate through this complaint thread rather than by email. When a case is being handled on Casino Guru, we aim to keep all communication in one place so that the mediator has full visibility into the situation. This ensures transparency for everyone involved and avoids mixed or conflicting information.

Please note that we are not backtracking on any communication. Our intention is simply to ensure that the case verification is completed correctly and in line with our licensing obligations. 

We remain at your disposal here on this thread and will continue to assist you through Casino Guru, so everything stays clear and accessible to all parties.

Kind regards,

The Dublin Bet Management Team

Hi,

Okay, but if you look at the order in which Nikitia communicated above (with my screenshots). It was me who stated I would communicate through Cg to follow their guidelines, Nikitia said this was fine and we would also communicate on email. You can then see her last email seemed to revert back to saying my account was closed etc and she neglected to answer my questions on documentation?

I'm happy to provide all the documents (I was the one who offered everything previously). I was just seeking clarification from Nikitia as emails for the joint account are to my fiancee's email (but both are names are on the email from the advsior).

Dear parties,

Thank you for your cooperation.

Dear player,

To move forward, I kindly ask you once again to send me the official AIB account closure or migration confirmation. Please forward it to barbora.p@casino.guru for confidential review.

Once I receive this document, I will assess whether any further items are needed.

Thank you in advance.

Emailing it but also uploading here.

I can't find the letter they posted, may have gone to recycling but I might be able to dig it out, it was just the same as the email but with a signature.

Dear Player,

Thank you for your cooperation so far.

I have just sent you an email with a request for a few additional documents needed to continue the review of your case.

Please check your inbox and let me know once received.

We appreciate your patience and will keep assisting you.

Dear Player,

Thank you, I have received your previous email and have already replied to it.

Dear parties,

Please note that the current communication is taking place outside this thread. We will update you here as soon as possible.

Thank you

Dear parties,

I would like to inform you that I have sent follow-up emails to both of you regarding this case.

We will continue with the review once the requested clarifications and documents are received.

Thank you for your cooperation.

I Have replied.

There is no email chain between myself and AIB when they closed my account. It was the email I sent & the screenshot. I don't have the emails anymopre as this was back in Oct in my junk. SO they are purged. I also sent you the letter they posted to me. There is nothing else to send.

I have managed to find one older bank statement (even though this is pointless as you already had one from the account?) from the AIB account. I attached here.

I thought I had the letter in a draw somewhere from when I joined AIB but can't find it.

Again, just to keep things based in reality. I never used any bank at this casino to deposit or withdraw and have now shared copious amounts of documents from my old bank account and my new one. DESPITE all my transactions take place on crypto.

That is ridiculous.

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.

Dear Barbora,

Thank you for your message.

We have provided another detailed clarification regarding the IBAN verification stage and its purpose directly to t you via email, including the relevant Terms and Conditions and compliance context.

Please let us know if any further clarification is required on your end.

Kind regards,

The Dublin Bet Management Team

I have also supplied ANOTHER old bank statement from the closed AIB account via email.

Still confused as to what the issue is now? Given the fact I have never used any bank for withdrawal or deposits at this casino and have supplied both bank statements from the old AIB account and letters pluse emails from AIB confirming this. In addition I have supplied all details of my new joint BOI account and correspondence with the bank.

Again, all the while only ever using crypto at this casino....

Dear parties,

Thank you for your continued cooperation.

At this stage, we are reviewing the most recent information and documents provided by the player, along with the clarifications submitted by the casino via email.

For this reason, we are extending the response timer by 7 days to allow for completion of the internal review.

We will update the complaint thread as soon as the review progresses or if any additional information is required from either party.

Thank you for your patience and understanding.

Dear player,

I have just sent you an email regarding the next steps in your case.

Please check your inbox when convenient.

I haven't received an email?

Dear parties,

Thank you for your cooperation throughout this complaint.

After a thorough review of all documents and information provided by the player, as well as the clarifications submitted by Dublinbet Casino and additional checks conducted by our team, we have identified significant inconsistencies and information that could not be independently verified.

Due to these unresolved discrepancies, we are unable to conclude that the casino acted incorrectly.

We side with Dublinbet Casino in this matter, and this complaint will be closed as rejected.

We understand this is not the outcome the player was hoping for. However, due to the unresolved discrepancies and the results of our investigation, we are not in a position to pursue this complaint further.

We appreciate the time and effort both parties have put into providing information and hope this outcome clarifies the resolution of this case.

Kind regards,

Barbora