Donbet Casino - Pelaaja pystyi luomaan toisen tilin, vaikka hänet oli asetettu omaehtoiseen pelikieltoon.

Casino: Donbet 

Disputed Amount: £12,000 

Summary of Complaint:

I am submitting a complaint regarding a failure by Donbet to enforce a previously applied self-exclusion, which resulted in significant financial loss.

I previously held an account with Donbet which was fully verified (KYC completed) and later self-excluded due to gambling-related concerns. This exclusion was requested via their support team, in line with their Responsible Gambling policy, which states that players may request self-exclusion for a defined period (6 months to 5 years).

Despite this, I was subsequently able to register a new account using the same personal details, including my name, date of birth, address, and payment methods. I was then able to deposit approximately £12,000 on this second account. I did not make any withdrawals or receive any winnings.

Donbet has denied my refund request, relying on two arguments:

1. That I breached their Terms & Conditions by creating multiple accounts 

2. That refunds are not available for deposits that have been played 

However, these arguments do not address the core issue.

The key point is that I had already self-excluded from the platform. Once self-exclusion is requested and applied, it is the operator’s responsibility to enforce this restriction and prevent further access.

If Donbet’s self-exclusion safeguards had been properly implemented, I would not have been able to:

- Register a new account using the same identity 

- Pass any verification checks 

- Deposit and continue gambling 

Additionally, Donbet has acknowledged that "unverified duplicate accounts may delay early detection," which indicates that their systems did not identify or prevent the duplicate account in a timely manner.

This is not a case involving fraud, collusion, or an attempt to gain an unfair advantage. All activity was conducted under my real identity, using my own payment methods, and no withdrawals were made.

The issue is a failure of responsible gambling controls and a failure to enforce a self-exclusion that had already been applied.

The casino has repeatedly relied on standard Terms & Conditions and refund policy clauses, without addressing the fundamental failure to prevent a self-excluded individual from accessing the platform and depositing funds.

Requested Resolution:

I am requesting a refund of deposits made during the period in which I should have been excluded.

Evidence available:

- Confirmation of prior self-exclusion 

- Proof of identical personal details across both accounts 

- Payment methods used in my own name 

- Full correspondence with the casino 

I am willing to provide all supporting documentation upon request.

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you first request self-exclusion from your casino account?
• Could you please forward your original self-exclusion request, along with the casino’s responses, to veronika.f@casino.guru?
• When exactly did you create your second account? During registration, did you provide your full and accurate personal information, or did you use the "Sign up with Google" option for any of your accounts?

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

Best regards

Veronika

Hi Veronika,

I have sent you an email

Hello Juully8,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Important update.

DonBet has now issued its final position and continues to refuse the refund.

The key point from their latest reply is that they state the second account "was not verified at the time of registration, which limited the ability to immediately link it to any previously registered account."

My concern remains that this confirms their self-exclusion detection controls failed during an active 6-month exclusion that started on 23 July 2025.

My first account was fully verified, the original self-exclusion request clearly disclosed gambling addiction, and the second account was created on 12 January 2026, before the exclusion expiry date of 23 January 2026.

This appears to directly conflict with Curaçao responsible gaming guidance requiring operators to use player tracking systems and electronic means to detect self-excluded players and determine how access was obtained without detection.

Dear Juully8,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Hi Kristina, has Veronika forwarded you my emails?

Thank you for your patience, Juully8. Could you please forward me all the emails and communications that you sent to Veronika? My email address is kristina.s@casino.guru. I understand that this is inconvenient, but unfortunately, I don't have access to her emails. Thank you for your cooperation.

Email sent

Juully8, could you please clarify whether the second account was created with the same personal details?

Also, did you receive any confirmation from the casino after the 6-month self-exclusion was applied? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hi, the same details were used, but the email was different. I used the same name, date of birth as well, and also cards under my name.

I never received confirmation from the email, but account was restricted. I have attached a screenshot of DonBet confirming I had a 6 month self-exclusion