Donbet Casino Complaints

How to Raise a Complaint at Donbet Casino

We ask that any complaint about Donbet Casino be raised with our support team within 2 months of the issue occurring, through 24/7 live chat or email. Most disputes relate to payments, bonus terms or account verification, so the table below sets out the key deadlines we work to.

Keeping to these windows is what keeps a complaint moving rather than stalling at the first stage.

What Happens After You Submit a Complaint

Once a complaint reaches our support team via live chat or email, we review it against your account history, the relevant bonus terms and, where payments are involved, our banking processing rules. We are the first point of contact for every dispute, and we handle cases ourselves before any external body gets involved.

Deadlines that affect your case

A refund request for funds that were not played only qualifies within 14 days of the deposit, extended to 30 days if someone else accessed your account; an admin fee of up to 20% applies to returned deposits. If your complaint concerns identity checks, we give you 30 days to submit documents before a decision is made. Complaints tied to wagering disputes are checked against the wagering requirements that applied to the bonus in question, including the 1.30 minimum odds rule and the 5x maximum withdrawal cap on bonus winnings.

If we can't resolve it

Where support cannot settle a complaint, the case is escalated to an independent body or the regulator, as GTW B.V. operates under Curaçao Gaming Authority licence OGL/2024/250/0115. Formal claims otherwise fall under Curaçao law, heard in a competent Curaçao court.

Documentation and Evidence We Need for a Complaint

We resolve complaints faster when you include your account email, the date of the transaction or game round, and any screenshots that support your case. Verification-related complaints often come down to the documents we require: your name, date of birth, a valid ID, passport or driver's licence, and proof of residence no older than 3 months. If these are not in the Latin or Cyrillic alphabet, we ask for a video verification call instead.

Account-related complaints, such as a login issue or a forgotten password, are usually resolved faster through our sign-in and account recovery steps before a formal complaint is needed. For complaints connected to a self-exclusion or a deposit limit set through account limits, we confirm the limit on file and the date it was applied, since self-exclusion periods run from 6 months to 5 years once confirmed by email.

We keep AML records for 10 years and personal data for 5 years, so older transactions can still be checked if a complaint is raised well after the fact. Shared-account disputes are treated differently: accounts used by 2 or more players are closed, with deposits returned minus a 20% fee.