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Subject: Severe Responsible Gambling Failure and Breach of Self-Exclusion – Refund Requested

I am opening this complaint against Donbet Casino (Santeda International B.V.) due to a severe breach of Responsible Gambling regulations and failure to enforce a mandatory self-exclusion.

On June 4th, 2026, I officially requested a 6-month self-exclusion from Donbet via email, explicitly stating gambling addiction problems. According to standard responsible gambling protocols, my account should have been blocked immediately to protect me. 

Instead, the casino completely ignored my request and kept my account fully active. This negligence allowed me to make multiple subsequent deposits totaling 1,735 EUR over the following days while suffering from a vulnerable gambling state.

I possess full screenshot evidence of the initial self-exclusion email sent on June 4th, as well as proof of all deposits made after that date. 

Since the casino failed in its duty of care and allowed a self-excluded vulnerable player to continue gambling, I demand a full refund of all deposits made after June 4th, 2026 (totaling 1,735 EUR). I look forward to Casino Guru's mediation in this clear compliance failure.

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Donbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hello, Attila. Thank you so much for taking my case and for your help. I will answer your questions in detail:

Have you received any response from the casino via email regarding your self-exclusion requests? No, Donbet Casino never responded to my original request email sent on June 4, 2026. Yesterday, I sent them a formal complaint email demanding a refund of subsequent deposits, and so far, I haven't received a response through that channel either.

If you haven't received a response by email, have you tried contacting the casino via live chat or other official communication channels? Yes. Yesterday I contacted them via live chat and spoke with agent Connor. I showed him a screenshot of the email I sent on June 4th. The agent didn't deny the email existed, but simply told me they couldn't issue refunds through that method.

Could you confirm if you have passed the KYC verification at this casino? Yes, I have.

Hola, Atila. Muchas gracias por tomar mi caso y por su ayuda. Respondo a sus preguntas detalladamente:

​¿Ha recibido alguna respuesta del casino por correo electrónico en relación con sus solicitudes de autoexclusión? No, el casino Donbet nunca respondió a mi correo electrónico original de solicitud enviado el 4 de junio de 2026. Ayer les envié un correo de reclamación formal exigiendo el reembolso de los depósitos posteriores y, por el momento, tampoco he recibido ninguna respuesta por esa vía.

​Si no ha recibido respuesta por correo electrónico, ¿ha intentado ponerse en contacto con el casino a través del chat en directo u otros canales de comunicación oficiales? Sí. Ayer me puse en contacto con ellos a través del chat en vivo y hablé con el agente Connor. Le mostré la captura del correo que envié el 4 de junio. El agente no negó la existencia del correo, pero se limitó a decirme que no podían realizar reembolsos por esa vía.

​¿Podría confirmar si ha superado la verificación KYC en este casino?si lo supere

Thank you very much for your response. Have you reached out to the email address suggested by the casino's customer support to request a self-exclusion? If you have, have they proceeded with the closure of your account?

Yes, I contacted them exactly as the regulations stipulate. This is the timeline of what happened:

On June 4th: I sent the formal email requesting my permanent self-exclusion from the platform for responsible gambling reasons. However, the casino failed to close my account at that time, breaching its obligation and leaving it fully operational. Due to this negligence, I was allowed to continue making deposits and playing in the following days.

On June 13th: Seeing that my account was still open and that they had allowed those deposits, I contacted them through their technical support chat. It was only then, when I formally requested the return of the money deposited after my self-exclusion, that they finally processed the closure and closed the account immediately.

Therefore, the casino ignored my email request of the 4th and only blocked the account on the 13th after my complaint via chat.

I am available if you need me to provide screenshots of that email or chat.

Thank you so much.

Sí, me puse en contacto con ellos exactamente como indica la normativa. Esta es la cronología de lo sucedido:

El día 4 de junio: Envié el correo electrónico formal solicitando mi autoexclusión definitiva de la plataforma por motivos de juego responsable. Sin embargo, el casino no procedió al cierre de mi cuenta en ese momento, incumpliendo su obligación y dejándola completamente operativa. Debido a esta negligencia, se me permitió seguir realizando depósitos y jugando los días posteriores.

El día 13 de junio: Al ver que mi cuenta seguía abierta y que habían permitido esos depósitos, me puse en contacto con ellos a través del chat de soporte técnico. Fue en ese momento, al reclamarles formalmente el dinero depositado tras mi autoexclusión, cuando por fin hicieron efectiva la baja y cerraron la cuenta de inmediato.

Por lo tanto, el casino ignoró mi petición por correo del día 4 y solo bloqueó la cuenta el día 13 tras mi reclamación por el chat.

Quedo a su disposición si necesitan que aporte las capturas de pantalla de dicho correo o del chat.

Muchas gracias.

Hello. I would like to formally update the total amount of my dispute.

When I opened the claim on June 16, 2026, I entered an estimated amount of €1,735. However, after the official chargeback process was initiated with my bank (BBVA) on June 17, 2026, the exact breakdown of all transactions made under the concept "DellT" (Donbet gateway) following my self-exclusion on June 4, 2026, has been audited.

The total actual amount claimed is exactly €2,185.00.

I am attaching as proof the official document "Incident Reporting by Cardholders" issued by BBVA bank

, where all the transactions and the total amount of -€2,185.00 are detailed.

I request that the Casino Guru team update the disputed amount of the complaint to €2,185. Thank you very much.

thank you.

Hola. Quiero actualizar formalmente el importe total de mi disputa.

Cuando abrí la reclamación el día 16/06/2026 puse una cantidad estimada de 1.735 €. Sin embargo, tras la apertura del proceso de chargeback oficial con mi banco (BBVA) con fecha del 17/06/2026, se ha auditado el desglose exacto de todas las transacciones realizadas bajo el concepto "DellT" (pasarela de Donbet) tras mi autoexclusión del 04/06/2026.

El importe total real y reclamado asciende exactamente a 2.185,00 €.

Adjunto como prueba el documento oficial de "Comunicación de incidencias por titulares de tarjetas" emitido por el banco BBVA

, donde se detallan todas las operaciones y el importe total de -2.185,00 €.

Solicito al equipo de Casino Guru que actualice la cantidad en disputa de la queja a 2.185 €. Muchas

gracias.

Dear Player,

Thank you for your reply and for clarifying the situation.

Based on the information you provided, it appears that a chargeback process has already been initiated with your bank in relation to the disputed transactions and your casino account has been closed.

Please understand that once a chargeback has been started, the payment dispute is transferred to the relevant financial institution (your bank and card provider), which becomes the primary authority responsible for investigating and resolving the transaction. In such cases, we are no longer able to effectively continue mediation with the casino, as the financial resolution process is already being handled externally.

We would also like to remind you that initiating a chargeback can have broader consequences, including potential restrictions imposed by the casino and possible limitations on future transactions with certain operators.

When a casino player initiates a chargeback request, they're essentially disputing a transaction with their bank or credit card issuer, claiming that the transaction was unauthorized or fraudulent. This action can have significant repercussions. Firstly, casinos take chargebacks seriously and may blacklist players who initiate them, effectively preventing them from accessing the casino's services in the future. Moreover, there are legal and financial consequences, as the casino may pursue legal action to recover the disputed funds and the player could be held liable for associated fees. Additionally, initiating chargebacks can negatively impact a player's credit score, making it harder to secure loans or credit in the future. Even if the chargeback is successful and the funds are refunded, any winnings derived from those funds may be forfeited. Furthermore, a history of chargebacks can lead to difficulties with future transactions, as some merchants may refuse to do business with individuals with a track record of initiating chargebacks. Therefore, players should carefully consider the potential consequences before resorting to a chargeback and explore alternative methods of resolving disputes with the casino.

For the aforementioned reasons, this complaint will now be closed. 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.

Best regards,

Attila

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