Donbet Casino - Player requests refund due to gambling during self-exclusion.

I need to start saying that I’ve been suffering with depression for about 3 years and recently due to personal circumstances my depression got much worse 

I’m also registered with GameStop Uk snd game care and I have an active gambling block on all of my bank cards 

About a month and half ago I requested through the website chat to close my account and to exclude me from gambling for 6 months , at the time the customer support was made aware of both my depression and my gambling issues Yet I was able to log in and to gamble away £ 3.837,68 in this month and half 

So I’m seeking the full refund of the above amount . 

The above amount was deposited and played during a requested self exclusion period 

I would like to also point out that they’re using third party payment gateway with a not gambling merchant code in order to bypass visa and Mastercard strict rules and in this way the banks are not able to stop those payment ( even tho there is a gambling block in place ) 

Dear blavinia79,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. 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? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi I did request both to be self excluded and to close the account and I also explained the reason behind my request

Sorry I think I need to be a bit more specific

I don’t the email because the request was done on the chat

and no further steps were require from customer support agent

I was told that my request was accepted and that’s it

Thank you for your response. Do you have any chat transcripts from your conversation with customer support on the day you requested to be self-excluded?

Unfortunately I don’t think so I’m currently checking my screenshots

but the casino should have it ?

Our complaint resolution process follows clear procedures. Before contacting the casino, we need to gather as much evidence from the player as possible. It's important to provide all the relevant information and attach any evidence that supports your claims.

If you do not have any screenshots, chat transcripts, or emails showing that you requested to be self-excluded due to gambling problems from Donbet Casino, we are unable to continue the investigation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.