Donbet Casino Disputes

Donbet Complaints and Dispute Resolution

When something goes wrong with a deposit, a bonus or a withdrawal, we ask that you report it to our support team first. Donbet sets clear deadlines for each stage of a dispute, from the initial report through to any refund or escalation. If your dispute concerns a deposit or withdrawal, our payment methods and processing times page explains what to expect on the money side.

Any formal claim that cannot be settled this way falls under Curaçao law and is heard in a competent Curaçao court.

How to Raise a Complaint at Donbet

To raise a complaint, contact our 24/7 live chat or email support with your account details, the transaction or game in question, and the date it happened. Donbet accepts complaints within two months of the issue, so we encourage reporting problems as soon as you notice them rather than waiting.

If your complaint involves money that was never played, for example a deposit error, you can request a refund within 14 days of the transaction, or within 30 days if someone else accessed your account. Refunds on unwagered deposits may carry an administrative fee of up to 20%, and closures linked to fraud can carry a termination fee of up to 50%. If your complaint relates to being locked out of your account, see our guidance on signing in and account access.

Escalating beyond our support team

If our support team cannot resolve the matter to your satisfaction, the case can be escalated to an independent body or to the regulator. Donbet operates under GTW B.V., licensed by the Curaçao Gaming Authority under licence OGL/2024/250/0115. Any dispute that proceeds to a formal legal claim falls under Curaçao law and is heard in a competent Curaçao court.

Steps to File a Complaint with Donbet

We built our complaints process around clear deadlines rather than guesswork. For a broader look at what we offer and where we fall short, see our honest pros and cons overview before you get in touch.

1. Contact live chat or email support within two months of the issue, including your account details and the date of the transaction or game session.
2. If the problem concerns an unplayed deposit, submit a refund request within 14 days of the transaction, or 30 days if someone else accessed your account.
3. Provide verification documents if asked — ID, passport or driver's licence, and proof of residence no older than 3 months — within 30 days.
4. Note that refunds on unwagered deposits can carry an administrative fee of up to 20%, and fraud-related account closures up to 50%.
5. If support cannot resolve the issue, ask for it to be escalated to an independent body or to the regulator, the Curaçao Gaming Authority under licence OGL/2024/250/0115.
6. Formal legal claims are governed by Curaçao law and heard in a competent Curaçao court.