Skip to main content
Donbet Casino Logo
Login Register

Donbet Casino Complaints

Donbet gives players two months from an issue to raise a complaint through live chat or email, available 24/7. If our team cannot resolve it, the case moves to an independent body or the regulator.

Contact Support

Raising a Complaint at Donbet Casino

We ask players to raise any complaint within two months of the issue arising, contacting our support team through live chat or email, both available 24/7. This window covers disputes over deposits, withdrawals, bonus terms or account access, and the sooner we hear from you the faster we can trace the transaction or session in question. We handle each report individually, checking the relevant account activity before responding.

Donbet operates under GTW B.V., licensed by the Curaçao Gaming Authority under licence OGL/2024/250/0115 and the National Ordinance on Offshore Games of Hazard. Our support team handles the first stage of every complaint directly, and most account, deposit and bonus queries are settled at this stage without further escalation. Both channels are staffed around the clock, so there is no need to wait for a specific time zone to open a case.

When Support Cannot Resolve It

If a complaint remains unresolved after we have reviewed it, the case can be taken to an independent body or the regulator overseeing our licence. Because Donbet is governed by Curaçao law, any claim that proceeds beyond that stage falls under the jurisdiction of a competent Curaçao court.

Steps for Submitting a Complaint to Donbet

Before you get in touch, it helps to have the details below ready — this speeds up how quickly our support team can check your account.

  1. Contact us within two months of the issue via live chat or email — both run 24/7, so there is no need to wait for office hours.
  2. State your account details and the exact dates of the deposit, withdrawal or bonus activity in question, since our team works from transaction records on file.
  3. If the complaint concerns a refund on unplayed funds, note that requests must be made within 14 days (30 days if someone else accessed your account), and that an admin fee of up to 20% may apply.
  4. If the issue relates to verification, remember documents — ID, passport or driver's licence, and proof of residence no older than three months — are due within 30 days of being requested.
  5. If signing in or account access is part of the complaint, mention any password recovery steps already tried so support can check your account directly.
  6. If our team cannot resolve the matter, ask for it to be passed to an independent body or the regulator under our Curaçao Gaming Authority licence.

What Happens After You Raise a Complaint

Once support receives a complaint, we review it against account and transaction records, which we retain for anti-money-laundering purposes for 10 years and for personal data for 5 years. This lets us check deposits, withdrawal requests and bonus activity even months after the event, so a two-month reporting window rarely stops us reaching a conclusion.

Certain complaint outcomes are set out in our terms rather than decided case by case. If a wallet or account is found to have been shared by two or more players, both accounts are closed and deposits are returned minus a 20% admin fee. Accounts flagged as belonging to a Politically Exposed Person may also be closed on the same 20% basis. Players registered from Russia or Belarus have their accounts closed under sanctions rules, though their balance is kept for them rather than forfeited.

Where a complaint cannot be settled internally, it moves to an independent body or the regulator responsible for our Curaçao Gaming Authority licence, OGL/2024/250/0115. Because GTW B.V. is incorporated in Curaçao, any claim that proceeds beyond that stage is handled under Curaçao law in a competent Curaçao court.

Contact Our Support Team

Complaints FAQ

How long do I have to raise a complaint with Donbet?
You have two months from the date the issue occurred to raise a complaint with us, through live chat or email, both available 24/7. Reporting sooner helps our team trace the exact deposit, withdrawal or bonus session in question.
What happens if Donbet support cannot resolve my complaint?
If our team cannot settle the matter, the case can be escalated to an independent body or the regulator responsible for our Curaçao Gaming Authority licence, OGL/2024/250/0115. Because GTW B.V. is based in Curaçao, further claims are handled under Curaçao law in a competent Curaçao court.
Can I get a refund on money I have not played?
Refunds are only possible on funds that have not been played, and requests must be made within 14 days of the deposit, or 30 days if someone else accessed your account. An admin fee of up to 20% may be deducted from the amount returned.
What documents do I need if my complaint involves verification?
We ask for proof of ID — a passport or driver's licence — plus proof of residence no older than three months. These must reach us within 30 days of being requested, and documents not in the Latin or Cyrillic alphabet require video verification instead.
What happens if two players were using the same Donbet account?
Where the same wallet or account is shared by two or more players, both accounts are closed and any deposits are returned minus a 20% admin fee. This applies regardless of which player raises the complaint first.
Where can I contact Donbet to start a complaint?
Complaints start with our support team, reachable through live chat or email 24/7. Include your account details and the relevant transaction dates so we can review your deposit, withdrawal or bonus activity without delay.
Are complaints handled differently for Politically Exposed Persons or sanctioned countries?
Yes — accounts belonging to a Politically Exposed Person may be closed with a 20% fee on returned deposits, and accounts registered from Russia or Belarus are closed under sanctions rules, though the balance is kept for the player rather than forfeited.