Donbet Casino - Das Spielerkonto wurde geschlossen und die Rückerstattung ignoriert.

i have been banned from playing all online casino websites under the umbrella Santeda International bv due to severe mental health and gambling addiction. I had a previous lawsuit with a sister website which I was refunded and also given substantial compensation due to the wrong doings of the casino. Donbet had allowed me to sign up to their site even though they are under santeda (please note all other casinos do not allow me to sign up) they also let me deposit substantial amounts of money in a short time. I emailed them to inform them they have broken legislation, agreements and responsibile gambling policies among many others. They did not respond. I was allowed to deposit for a further 4 days I then contacted them on chat in which they finally blocked me. I then contacted them again requesting full refund of my monies due to their breach. They have continued to ignore me even though this is quite a gross misconduct

Hello,

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

Please note that GCB-licensed casinos don't mandate self-exclusion to be applied to associated brands.

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

• Do I understand correctly that your account in the casino is closed? When was it closed? (date)
• Was your account in the casino verified?
• Could you please share the communication between you and the casino regarding the issue?
• Could you please share your self-exclusion requests sent to the casino and the casino's responses?
• 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

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If anything seems suspicious, contact us directly.

Stay safe.

Good morning,

this is in regards to a legal agreement I have with Santeda regarding being blocked from all their platforms they are involved in. I do have the legal contract somewhere I will try dig this out.

yes I am now blocked this was done on 4th August.

my account was not verified

I will send the emails via email however they have ignored me so it’s only my emails to them. I told them via email on 31st July that I should be blocked but was allowed to continue, I then emailed again 1st August but again was allowed to deposit still, I then emailed late 3rd August and then early 4th August they finally blocked me.

i have sent requested communication evidence via email

Thanks for the explanation and for your email.

If the issue is regarding the casino not following an outside agreement, kindly forward it to me for review. My email is tomas@casino.guru

Could you please clarify when was the last time the casino allowed you to deposit? Was it August 1st or was it later? Please let me know.

Looking forward to your reply.

Hi tomas

i have sent the document agreement

also yes 1st August

Thanks for your reply.

Could you please forward the email in which the casino or the operator sent you a signed contract, or any communication confirming the validity of the contract you sent me?

Have you confronted the casino or the operator regarding the situation by showing them the contract or any other relevant information? How did the casino respond?

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

i can’t find anything else as it was from last year! My emails are cleaned every 6

months.

I sent this to donbet and they have just ignored me like they have done the whole time.

I find this very irresponsible and disgusting the way they have not safeguarded me and also ignored me’

Hello Rushin,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Can I have an update please donbet has continued to ignore me

Thanks for your reply. I apologize for not replying sooner.

If you unilaterally sent this document, this doesn't mean the operator agreed to it.

If we can't conclude that the casino was aware of your gambling problems or that the contract you sent us was in effect at all. We might not assist you. Kindly let me know if there are any other circumstances I might not have taken into consideration.

Are you serious? I have a legally binding document that states in black and white.

the casino did not do the checks or this would have flagged up. They also ignored me when I first contacted them about this and allowed even more deposits. I suffer from severe mental health which this is not helping at all

Could you please explain how you communicated this document to the casino?

Is there any communication or back and forth between both parties, suggesting both you and the operator are in agreement regarding the validity of the document?

Looking forward to your reply.

Dear Rushin,

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.

Hello

donbet refunded me £425 of the £1500. I requested the full amount again and they have refused

Thanks for your update.

We can confront the casino only if we are supplied with the information I requested from you earlier. Without the relevant context surrounding the arrangement between you and the casino, we are unable to conclude that the casino should have protected you in the first place.

Thank you for your understanding.

Looking forward to your reply.

Dear Rushin,

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