Donbet Casino - Player experiences ineffective self-exclusion measures.

Hello.

Last Friday, the 9th, I opened an account at donbet. I played and lost quite a bit of money (I accept that, it's part of the game), and that night I requested a SELF-EXCLUSION for two months with no possibility of reopening during that period (even if I request it).

On the morning of Sunday the 11th, I requested the reopening, and the account was unlocked without a single question. I played and lost 300 euros. I then requested a SELF-EXCLUSION for three months and demanded that the account be blocked during that time and not reopened even if I requested it.

On Monday the 12th, I once again requested the reopening, and the account was reopened without any issues. I lost 800 euros. This time, I requested a permanent closure so that it couldn't be reopened (which is the only way to prevent reopening according to support).

My complaint is oriented towards attempting to receive compensation for the failure of the self-exclusions (which I know is complicated) and especially to make Casino Guru aware of the ineffective practices of this casino regarding responsible gaming. It makes no sense to establish an exclusion that can be unlocked with a simple click repeatedly.

In my humble opinion, I think the review should include the phrase "limited responsible gaming options" to alert other players with issues.

Dear juliobit8,

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 requested self-exclusion due to gambling problems from the casino at any point?
• Could you please share your communication with casino support regarding the issue, including your self-exclusion requests? My email is tomas@casino.guru
• Do I understand correctly your casino account is closed permanently due to self-exclusion currently?
• Have you requested a refund of your deposits from the casino? With what result?

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

Best regards,

Tomas

Good morning Thomas.

As you say, my account is permanently closed after explaining my gambling addiction.

The first two times I requested self-exclusion (first for 2 months and then for 3) I requested that the account not be reopened even if I requested it.

I contacted the casino, who acknowledge that I requested self-exclusion more than once, but they claim that since the first few times the closure was temporary, the account can be reopened if the player requests it (I wonder: what is the point of self-exclusion at this casino?), so they do not want to refund deposits.

I will send you communications with the casino to your email.

thank you so much

Thanks for your email.

We believe the casino should protect you from depositing and playing if you have mentioned a gambling problem to them.

Before you inform the casino you are responsible for any gameplay taking place. From the responsible gambling section of the website, I found out the 2-month self-exclusion is not an option the casino offers: https://donbet.com/es/static/terms/selfexclusion

Time Out Period

If you need a break from gambling, please contact our Customer Support team and ask them to temporarily close your account. The Account can be reopened prematurely in case of written request of the Player at Casino’s sole discretion. 

 Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

The time-out period that was applied to your account unfortunately allowed you to request the reopening of your account, however, without specifying a gambling problem as a reason for self-exclusion we can't help with your request for a refund.

Thank you for your feedback regarding the casino's responsible gambling options. We'll consider updating our review to reflect your suggestion.

Please let me know if there is any information I might not have considered, otherwise I'll close the complaint.

Thanks Tomas.

As I said at the beginning, I know that the refund was going to be complicated, but I would like it to be clear that I find the responsible gaming tools to be very unhelpful (an account closure that you can then activate at any time is useless). I think you should make this clear in your casino review.

thanks for everything

I understand your point of view, I'll see what can be done about your request.

Please let me recommend several responsible gambling resources found in casino.guru

1. I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
2. If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers#cnt_203=true
3. As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/). BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Due to the aforementioned reasons, this complaint will now be closed. I wish I could be of more help. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.