DoradoBet Casino - El jugador necesita ayuda con la autoexclusión y la recuperación de fondos.

Hello, I need urgent help. I have been playing non-stop for days, losing more than 2200 USD. I asked by email to be excluded. I sent another message through the contact page asking to be excluded. Nobody helps me at all and I continue to lose all my money. I am in debt with my credit cards and I am bankrupt.

I know it's mainly my fault, but I'm here to ask you, with my hand on my heart, if you can give me back some of the money. I really need it.

I see myself at my worst, I can't sleep, no money, please help me recover part of what I deposited

I ask you with all my heart.

I'm from Chile, the form didn't let me put chile.

Hola necesito ayuda urgente, hace dias vengo jugando sin parar perdiendo mas de 2200 usd, pedi por correo que me excluyan, envie por contacto de la pagina otro mensaje pidiendo que me excluyan, nadie me ayuda en nada y sigo perdiendo todo mi dinero, me endeude con mis tarjetas de credito, estoy en la quiebra.

Yo se que es culpa mia principalmente pero vengo a pedir porfavor, con la mano en el corazon si me pueden devolver alguna parte del dinero, lo necesito de verdad.

me veo en mi peor momento, no puedo dormir, sin dinero, porfavor ayudenme a recuperar parte de lo depositado

se los pido con el alma.

soy de chile, el formulario no me dejo poner chile.

Dear benja1765uc, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I sent it to you from my email

From there I opened the request by mistake, but clarifying that it was referring to the email

I forwarded all the mail to him.

Apart from that email, I sent more requests from the page and the chat on the page and nothing (there is no history there or anything related apparently

I know it's my fault, obviously I'm not here to condemn anyone, I just want help to try to recover something through you, who take everything very seriously.

I hope you can help me

se lo envie desde mi correo bipa98uc@gmail.com

desde ahi abri la solicitud por error, pero aclarando que era referido al mail benja1765.uc@gmail.com

le reenvie todo el correo.

aparte de ese correo mande mas solicitudes desde la pagina y el chat de la pagina y nada( no queda el historial ahi ni nada relacionado al parecer

yo se que es mi culpa obviamente ni vengo a condenar a nadie, solo quiero ayuda para tratar de recuperar algo mediante ustedes, que se toman todo muy serio.

ojala puedan ayudarme

The account was finally excluded today, now I'm trying to see if they can give me compensation or a refund.

That is the goal now, I know that the responsibility is mine but I hope the casino can help me, if they closed it faster I would have only lost 1000 usd, please I ask you.

La cuenta la excluyeron hoy porfin, ahora que intentar que si me pueden dar una compensación o devolución.

Ese es el objetivo ahora, yo sé que la responsabilidad es mía pero el casino ojalá pueda ayudarme, si la cerraban más rápido solo hubiera perdido 1000 usd, porfavor se los pido

I’m glad to hear that the casino has finally closed your account.

Could you please confirm if you explicitly mentioned gambling addiction as the reason for your account closure request in any of the messages you sent to the casino? Unfortunately, we can only assist players with the refund of their lost deposits if they clearly stated that they were struggling with gambling addiction and requested their account to be closed, but the casino allowed them to continue depositing and playing.

If you didn’t mention gambling addiction in your request, I’m afraid we won’t be able to assist with a refund. Thank you for your understanding, and I look forward to hearing from you.

I explained it in the 2 emails and in the message sent by the page as well

Por los 2 correos lo explique y en el mensaje enviado por la página tambien

Could you please forward me the original email from the second screenshot you posted here, where addiction was mentioned? My email address is veronika.f@casino.guru.

Did you make any deposits to the casino after you sent that email?

I already sent it to you from my email.

Until that day the account was still active, after losing 1000, then 900 approx and sending that email, I tried again with my last balance and lost an extra 250 USD approx, then they just closed the account after almost 10 days.

Please help me, this generated terrible debts that only Doradobet could help me with, thank you.

Ya te lo envíe desde mi mail benja1765.uc@gmail.com

Hasta ese día seguía la cuenta activa, luego de perder 1000, luego 900 aprox y enviar ese correo, volví a intentar con mi último saldo y perdí 250 USD aprox extras, luego recién cerraron la cuenta después de 10 días casi.

Favor su ayuda, esto me generó unas deudas terribles que solo doradobet me podría ayudar, gracias.

This is how it was, I lost 1000, I asked for closure, it didn't close.

I lost 900 more, I asked to close again and we are still open.

I lost another 250 and that's when they closed the account.

I could have avoided losing all that with their help, so much bureaucracy to close the account of a gambling addict who needs help.

Esto fue así perdí 1000 pedí cierre no se cerró

Perdí 900 más volví a pedir cierre y seguimos abiertos.

Perdí 250 más y ahí recién cerraron la cuenta.

Podría haber evitado perder todo eso con ayuda de ellos, tanta burocracia para cerrar una cuenta de un ludopata que necesita ayuda.

Thank you very much, benja1765uc, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello benja1765uc, 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 DoradoBet 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 you can provide us with any and all relevant evidence. Any sensitive information can be sent directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

They send me an email to continue playing hahahahaha

I don't want any more golden favor, I've been clean from the casino for weeks now.

I hope the response is positive and I can recover.

Me mandan un correo para seguir jugando jajajajaja

Favor dorado no quiero más, ya estoy limpio de casino hace semanas.

Ojalá sea positiva la respuesta y pueda recuperar.

I have also sent a Skype message to the caisno affiliate, hoping to get a response.

In the meantime, have you heard about the program called BetBlocker (https://betblocker.org/es/)? Many people who struggle with gambling, said it helped them stay safe. The app is actively blocking gambling sites and it's available on both PC and mobile. Also - it's free!

It's a pity these people don't answer...

If you have more ways to contact them, I would appreciate it.

lastima no contesta esta gente...

si tienen mas formas de contactarlos se los agradezco

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As the extended timer is nearing its end, I have once more tried to contact the casino on two more e-mail addresses I was able to find, as well as sending the message through their contact form.

I knew this casino was a scam, they don't even dare to respond because they know they ignore responsible gaming everywhere, scammers

yo sabia que este casino era scam, no se atreven ni a responder porque saben que se pasan el juego responsable por todos lados, scamers

I have tried to contact the casino repeatedly via e-mails and Skype, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Normally, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them, however they recently have changed their policy and going forward, casino complaints have to be lodged via the licence validator on the casino's website. This poses a problem, as the DoradoBet Casino does not display their licence, therefore it is impossible to officially complain about them.

With this in mind, I would like to ask you to send a message to the Gaming Authority via this link: https://anjouangaming.com/contact/ and ask them what would they recommend doing in this situation -when you need to complain about the casino, but have no option to do so. Please let me know if you need help with submitting the request, and I will do the same from our end, to find out the solution for the future reference. I am really sorry I could not be of more help on this occasion.

Best regards,

Matej