Donbet Casino - Self-excluded player was allowed to deposit with another casino.

I have signed up to a casino called Donbet casino which shares a license with Mystake, I have previously banned myself off mystake due to gambling problems and have been allowed to sign up to this Donbet no questions asked and deposit £3300 worth of transactions, do I have any leverage with this going to the bank/casino ? I used my debit card to make these transactions and they all show in my statement as Santeda International

Dear grantyoung6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you indicate the duration for which you want your account to be suspended and the reason behind your request?
• Have you also reached out to this specific casino regarding your gambling issue?

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

I indicated to MyStake that I wanted my account closed for the max possible time due to gambling issue’s this was all done over live chat so there is no email trail on my end

Hi grantyoung6,

It's important to note that your previous self-exclusion in another online casino is not directly relevant to this particular case.

According to the casino's terms and conditions and our recommendations to all players, if you wish to self-exclude from a specific casino, you must directly contact that particular casino. Relying on self-exclusion measures from a different casino, even if you suspect a connection between them, is not considered sufficient.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear grantyoung6,

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.