Complaint #1782 Dafabet Casino

Unjustified and unfair account closure

By Paul

10 months ago

Hello, dear AskGamblers community

I've been playing online games at this casino for about a month.
After a successful game day, when I managed to win a large sum with a multiplier of x250, I could not log in to my account. An inscription appeared under the form for entering the username and password:
"Your account is closed. Please contact Customer Support".

I wrote to the support chat, where they wrote the following to me:

"Your account has been suspended because of bonus. Your account activities do not follow our website's rules under the Prohibited Practice category. Due to this we decided to close your gaming account, thus, you can no longer transact with us."

I'm sure I haven't used any bonuses or promotions!

They couldn't explain to me in the chat exactly which rules I had violated. They advised me to write to the post office ensupport@dafabet.com

I wrote to the specified email address and outlined the essence of the problem. They replied that in order to reopen the account, I need to specify the product that I want to reopen. I told them that I wanted to open a casino product.
Then they asked me for my nickname and date of birth several times, and I provided them with it. They wrote to me so that I could contact them from the email address to which the account is registered, although I only wrote from it.
Finally, they asked me for a passport photo to reopen my account. I sent them to the specified address on the same day. documents@dafabet.com .

A week has passed, but no information has been received. I wrote them an email and received the following reply:
"In line with your account concern upon checking your account is closed so we cannot assist."

Thus, neither the support chat nor the mail explained to me what I had violated, and why my account was closed.

I believe that my account was closed unreasonably, and I ask Askgamblers for help in resolving this situation.

Please Dafabet Casino:
1. Carefully consider my case and make sure that I have not violated the rules.
2. Restore the account and funds in my account.

I am ready to cooperate fully and provide any necessary data to confirm the legality of my actions.

Disputed Casino Dafabet Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

9 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Dafabet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

paulakseno

• Russia

9 months ago

Dear AskGamblers Complaint Team,

Thank you for your participation in resolving my complaint.

Have you managed to get information from Dafabet Casino that would help you and me understand the specific reason for closing my account?

Dafabet Casino

• Representative

9 months ago

Dear AskGamblers Complaint Team,

We have provided the information about this subject, as per your request.

Please, note, that the decision is final here and this will be our final communication about this subject.

Thanks,
Dafabet

Dafabet Casino

• Representative

9 months ago

Dear Customer,

As previously informed, rules 10.6 and 10.7 of our regulations state that when we close your account and terminate the Terms in accordance with paragraph 9, your account balance will not be refunded and will be deemed forfeited. This policy is implemented to ensure fair play and maintain the integrity of our platform.

We kindly ask that you review our rules and regulations (specifically paragraphs 9 and 10) for a better understanding of these policies.

Thanks,
Dafabet

Dafabet Casino Complaint Stats

Resolved 1415 / 1479

Avg. Amount $1,101

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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< personal information removed >

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=======

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