Frequently Asked Questions
I want to start playing on Don.ro. What should I do?
To play using real money, you need complete a quick registration process on our website and make a deposit. Registration on our website only takes a few seconds. You need to click the “Register” button, enter your username, password and a valid email address. Read the Terms and Conditions of our website and tick the appropriate box. Complete your registration by filling the contact information and clicking the “Register” button. Congratulations! You have successfully registered on Don.ro!
I have not received my account Confirmation email. What should I do?
If you have not received an email requesting you to confirm your account, please make sure that you indicated the correct email address when registering on our website. If the email address is indeed correct but you still haven’t received the email, you can use the password recovery function. Your account will be confirmed automatically when you reset your login details. Click the “Log in” button and then “Forgot password?”. Enter the email address you provided us during your registration and click “Reset password”. We will send you an email containing a link to reset your login details. Click on the link and enter your password twice in the newly opened window. Click “Save changes” to save your new login details.
I want to close my account. What should I do?
We are very sorry that you have made the decision to close your account. In order to deactivate your account, we ask you to contact our support service via email at support@don.ro or our Live Chat service.
What currencies can I use on your website?
You can deposit money and play on Don.ro using Romanian Leu (RON).
I want to top up my balance. What should I do?
We offer you two ways to top up your balance: either by clicking the “Deposit” on the main page, or by visiting “My Wallet” and selecting the “Deposit” tab. After that, you may select your preferred payment method, fill out the required fields, specify the deposit amount, and click “Deposit”. Once completed, the deposit will instantly appear in your balance. Please contact our support service if the deposit is not immediately shown in your balance.
How can I withdraw my funds?
In order to withdraw your funds, visit “Withdrawal” tab. Choose your preferred payment system, fill out the required fields, specify the withdrawal amount, and click “Withdraw”.
I forgot my password. What should i do?
You can use the password recovery function. In order to do this, you need to click the “Log in” button and then “Forgot password?”. Enter the email address you provided us during your registration and click “Reset password”. We will send you an email containing a link to reset your login details. Click on the link and enter your password twice in the newly opened window. Click “Save changes” to save your new login details.
My games are not loading. What should I do?
If you are having problems loading a game, we recommend that you refresh the page and attempt to reload the game. If this action does not solve your problem, please try the following:
- Try loading the game using a different browser (Google Chrome, Opera, Mozilla Firefox, Safari);
- Clear your browser cache and cookies;
- Deactivate your antivirus (Kaspersky, NOD32);
- Disable all VPNs;
- Disable all ad-blocking programs for your browser.
If the problem persists, please contact our support service.
How can I clear my browser cache?
Please click this link in order to learn how to clear your browser cache.
Do you have a license?
Don.ro is operated by Balkanix Limited, a company incorporated under the laws of Malta, located at Level 2, Suite 2, The Phoenix Business Center, Triq il-Ferrovija, c/w Triq Regjonali, c/w Triq Il-Blata L-Kahla, Santa Venera, SVR 9022, Malta.
I have not found the answer to my question here. What should I do?
We will gladly answer all your questions at a convenient time for you. Please contact us via our Live Chat or email: support@don.ro.
What is the difference between Identity and Profile verification?
- Identity verification requires valid identity documents and proof of address.
- Profile verification may require additional documents, such as credit/debit card images, e-wallet ownership proof, and transaction history of the payment methods used.
Why is account verification needed?
Account verification ensures the security and integrity of your account. Verifying documents can also help secure the player's account from unauthorized access and ensure that all transactions are legitimate.
These additional checks are conducted in line with our regulatory obligations and are required under the terms of our operating license.
Can I deposit into my account if I haven't submitted documents?
Yes. You may deposit up to 1,000 RON without providing documents. Once this threshold is reached, you must submit a valid identity document and proof of address.
I only have a provisional Identity Card. Can I use it for verification?
Yes, valid provisional Identity Cards are accepted for verification purposes.
What if I do not possess the required documents?
Please contact our Customer Support team with the details of the document(s) you cannot provide and explain why. The relevant team will assess and advise on alternative options.
I'm having trouble uploading documents. What should I do?
If you're experiencing issues while uploading documents, please check the error message displayed on the screen, as it usually specifies the reason for the failure—such as unsupported file format, file size limit, or incomplete information.
If the error message does not resolve your issue, please contact our Customer Support team via email or Live Chat. To help us assist you more efficiently, include text or screenshot of the error and a brief description of the problem you’re facing.
Do I need to contact Customer Support after uploading my documents?
No. Once submitted, your documents will automatically show the status “Under review” on the website. No further action is needed unless requested.
Why were my documents rejected?
Documents may be rejected for the following reasons:
- Issued over certain period (for bank statement, proof of address etc)
- Modified or not in original format
- Expired identity documents
- Poor image quality (blurry, flashed, filtered)
- Damaged or incomplete documents
- Scanned or screenshot copies
How can I update my personal information?
Yes. Please contact Customer Support and provide the correct information along with the reason for the change.