Donbet Casino - La cuenta del jugador ha sido reabierta después de su autoexclusión.

I had registered for maybe a month and was playing too much so asked for a deposit limit to be set, they told me they can not set limits but could block deposits which I done, twice, but they open them straight away with on questioning so I then asked them to close my account for 6 months.

They blocked my account, but ( I know I shouldn't of wanted to play again, but it's what gamblers do ) I wanted to play again so asked them to open my deposits which they done straight away.

My dispute with them is, they should not of let me deposit again after I had previously asked for my account to be closed for 6 months

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Dear Paulatl,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have emailed to you

Hello Paulatl,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your email. After reviewing your request to the casino, I must clarify an important point.

In your message, you did not mention a specific reason for requesting a 6-month break. As a result, we cannot consider the casino’s decision to temporarily close your account as a self-exclusion. Since no gambling-related problems were stated, the casino may not have applied strict self-exclusion measures, and it is possible that a simple request to reopen the account could have made it accessible again.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Donbet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

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

Please send another email to Donbet Casino and keep me informed about any further developments. Thank you in advance. 

Dear Paulatl,

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.

Good morning

I can't understand how I can ask a company to stop my deposits for 3 months and it can be totally ignored.

If you are saying this is right, then I can't complain

I understand why this situation feels frustrating, and I’m sorry that it caused you disappointment. I’d like to clarify our position one last time so everything is clear.

The key issue here is how your request was communicated to the casino. Asking for deposits to be blocked or for the account to be closed for a certain period, without explicitly stating gambling-related problems or requesting self-exclusion, is generally treated by casinos as a temporary account closure, not a self-exclusion.

In such cases, casinos are unfortunately allowed to reopen the account if the player later asks for it, even if that decision is not ideal from a responsible gambling perspective. From the evidence you provided, we were unable to confirm that a clear self-exclusion request (including the reason and strict conditions) was made and acknowledged by the casino.

Because of this, we cannot state that the casino violated self-exclusion rules, and therefore we are unable to proceed with a refund request in this case.

At this stage, the best assistance we can offer is to help you submit a proper self-exclusion request, clearly stating the reason why you wish to close your account and the duration of the exclusion, so the casino is obliged to apply strict responsible gambling measures.

Please let me know whether you have completed the form I shared in my previous comment and whether you wish to continue with your complaint.

Dear Paulatl,

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,
Veronika
Casino.Guru