Donbet Casino - Jugador denuncia infracciones en políticas de juego responsable.

2-3 weeks ago I lost a massive amount of money using donbet. Well in excess of £20,000. I am a gambling addict and found the site as it wasn’t covered by my self exclusion in the uk. I have been corresponding with them but have reached no resolution.

I have raised with them their own policies which clearly were not followed. It took place over a few nights, it should have been clear to them that I was a gambling addict as I was depositing between £50-£300 multiple times within a short space of time.

In addition I was gambling up to 12 hrs at a time which is clearly not recreational use. They accepted all deposits. They never checked why I was depositing massive amounts in a matter of a few hrs.

I have a long email chain with them but they refuse to address the breaches of their own policies. I lost everything I had during this relapse. I can provide a very detailed overview with my data but first wanted to see if you could help me. Below are some of their policies I refer to and I make the following points:

1. No reality check or contact ever.
2. No commitment to responsible gambling
3. No pop up messages ever
4. ‘Donbet has well trained staff to recognize signs of problem gambling and start actions immediately to protect their members’- if spending thousand of pounds within a matter of hours and relentlessly depositing is not a very clear sign of problem gambling I don’t know what is.
5. if a user plays a casino spin game for 12 hrs straight they should have asked question rather than take everything I have without any questions, I was clearly not gambling responsibly.

‘DonBet Casino prioritizes player safety and well-being, promoting responsible gambling practices.

DonBet Casino is dedicated to creating a healthy and secure environment for all players. We encourage players to gamble responsibly and only bet what they can afford to lose.

commitment to responsible gambling, DonBet Casino is poised to become your go-to destination for online entertainment.

safe, secure, and entertaining online gambling experience specifically tailored to UK players. With a focus on credit card convenience, a diverse selection of games, unwavering security measures, and a commitment to responsible gambling

Reality Checks: DonBet Casino offers reality check features that prompt players to take a break from gameplay at regular intervals. These pop-up messages display information like the amount of time spent playing and the amount of money wagered, allowing players to assess their activity and make informed decisions.

Donbet has well trained staff to recognize signs of problem gambling and start actions immediately to protect their members’.

Dear ben1988,

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.

• Have you informed the casino about your gambling addiction in the past or recently?
• Did the casino close your account as a result?
• Could you please share with me your communication with the casino relevant to the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas, I have sent you an email which details all of my correspondence between myself and Donbet. As you’ll see in the email chain I am seeking to obtain my user data from them (which they have made difficult) as that will clearly show through my usage of Donbet that their policies were clearly not followed.

I did tell Donbet that I had a gambling addiction and my account was closed, however my compliant is with the clear breaches of their policies as detailed in my initial complaint.

Thanks for sharing your point of view.

Please note that we believe the casino should protect you from further gambling after you inform them about suffering from gambling problems. If you won't do that, the casino might not protect you.

Sadly, we don't consider the tools you are describing as mandatory and can't penalize online casinos if they don't have these tools available. If the tools the casino offers on its website didn't protect you, please share supporting evidence; otherwise, we won't be able to confront the casino.

I also checked the website and couldn't confirm the information regarding 'reality checks' on its website.

Looking forward to your reply.

Dear ben1988,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru