Donbet Casino - Spillerens konto burde ikke have været genåbnet.

I’d like to make an irresponsible gambling complaint. Last year I closed my account with you, due to my excessive gambling and I let you know I was a problem gambler. 

More recently you have allowed me verify my account, and also deposit £2500+

I am asking that my money is refunded to me. You should never have allowed me to create a new account. Even though my address has changed, that should have no bearing. 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Donbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your current account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests made in the past and confirmations received from the casino?
• Please share the information to my email at tomas@casino.guru
• Could you please clarify how you informed the casino about your gambling issues? Can you provide evidence?
• Has the casino responded to your refund request already? What did the casino reply?
• Was your original account verified?

If your current account is still open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Donbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@donbet.com (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Tomas

I have sent all of this to you via email

thanks

Hello, do you have any update

Thank you for your patience.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

I went over the communication you provided.

Could you please summarize the following information regarding each of the gaming accounts you opened and used in the casino to the best of your knowledge?

Login/ account name:

Email address associated with the account:

Status of the account: (open, closed )

Verification status: (verified, verification requested, not known, not verified)

Dates when you were active on the account:

Send it to my email at tomas@casino.guru so I may review it. I appreciate your cooperation in the matter.

I have sent this via email

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello leejeff97x, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Donbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you.

I am looking forward to hearing Donbets version of events, considering I’ve complaint on the 12th May, and heard nothing

Hello, your case is being investigated and we will respond soon.

Thanks. It has take over 2.5 months for you to investigate it. I am looking forward to a swift response on the matter.

Hello again,

We apologize for the inconvenience; we take responsibility for this issue, and we have decided to refund you the whole deposited amount.

Please request the amount and withdraw the money; the account is open, and only the withdraw option is available.

Best regards Donbet team.

Thank you so much for you help

This is great news, and I would like to thank the Donbet Casino for looking into this matter for us.

Dear leejeff97x, please let me know once you manage to withdraw all the moeny - or if there are any further issues - I will leave this complaint opened until you have successfully received everything.

I got my money in my account, but they are yet to withdraw it. My first withdrawal got declined which was disappointing

Money recieved

Dear leejeff97x,

I am very happy to hear that your issue has been resolved, and would like to thank Donbet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. For the best protection, it is highly recommended to have a family member or a trusted friend to set the password instead of you as well.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru