Donbet Casino - Player’s deposits allowed despite self-exclusion.

Part of the mystake group.

Told them I had an addiction and cancelled my account at mystake and goldenbet

Took 5k off me anyway

Dear jakewoods7,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you're experiencing regarding your account cancellation and the funds taken from you. To help us better understand and investigate the situation, could you please provide a bit more information?

• Can you provide the exact dates and details of when you requested account cancellations at both Mystake and Goldenbet?
• Have you received any written confirmation of the account cancellations from these casinos? If so, could you forward these confirmations or screenshots of the communications to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela

It was all done through their live chat system unfortunately rather than over email.

However I closed my goldenbet account on the 15th July.

I cannot remember when the mystake closure was but I had several email conversations with their safer gambling team when closing the account so they should have my correspondence

Thanks

Hi jakewoods7,

I reviewed the Responsible Section of MyStake Casino and found the following information:

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.

Please note that there is no mention that accounts other than your MyStake account will be blocked if you request self-exclusion, even if it's due to a gambling problem. I recommend contacting Donbet Casino directly to inform them of your intention to have your account blocked due to a gambling issue.

When requesting self-exclusion, make sure to clearly state the reason for deactivation and specify the time period. It's also important to mark the email subject clearly, as casino support receives many requests daily. A clear subject line will increase the chances of your request being processed quickly.

Here’s an example:

Email Subject: Self-exclusion

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 myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime]. The reason for my decision is [xxx].

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

Please send this email to support@donbet.com (you can CC me at petronela.k@casino.guru) and keep me updated on any further developments. If there’s an option for alternative contact methods like live chat or WhatsApp, please use those as well and save any relevant screenshots.

Thank you in advance.

Hi Petronella,

when I closed my mystake account and flagged the issue with them I specifically asked for this to be relevant to my stake and ALL sister accounts and casinos they have which I was told would be done.

although in their T&C they don’t state that it was requested and told it had been actioned.

i have already don’t this with donbet and goldenbet post the deposits however it doesn’t solve the issue that it shouldn’t have been allowed in the first place.

i have also since found that they have lost their gaming licence despite still advertising it on their site, the curacao gaming board has no license for any of the santeda casinos

Hi jakewoods7,

I understand that you requested your self-exclusion to be applied across other brands as well. However, if you did not receive confirmation from the casino regarding this, it means the self-exclusion might not have been processed. More importantly, it is often not possible for casinos to extend self-exclusions to other brands, as they may not share player databases.

If there is any additional information or documentation that I may have overlooked, please let me know. Unfortunately, based on the current information, I may have to reject your complaint as unjustified. I genuinely wish I could offer more assistance.

Thank you in advance for your reply and understanding.

Dear jakewoods7,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.