The player from the UK, who admitted to having a gambling addiction, had self-excluded from Donbet but was able to sign up and lost £2.2k on Goldenet. Both casinos seemed to be part of the same company. The player questioned if a self-exclusion from one brand applied to all brands within the company. We had asked for proof of his self-exclusion request and explained that each casino operated with its own user database, hence self-exclusion didn't automatically extend to other casinos owned by the same company. The player expressed frustration and suggested that the setup was designed to attract problem gamblers. We clarified that the casino in question was licensed by Curaçao eGaming and the self-exclusion had to be requested directly from each specific casino. Unfortunately, due to these circumstances, we were unable to resolve the player's issue.
Goldenbet Casino - Self-excluded player lost money on a sister casino site.
Amount: £2,200
Goldenbet Casino
Safety Index:LowUnjustified complaint
REJECTED
Case summary
I previously self-excluded from donbet.com on the 30th of March.
I then signed up to 'GoldenBet' a week later and have proceeded to lose £2.2k.
I'm a self-confessed gambling addict. Have been self-excluded in the UK for 5 years, and now found these casinos that seem to be a rule upon themselves.
Anyway, I believe DonBet and GoldenBet are both part of the same group. Payment references out of my bank both reference the same company 'Santeda Intl.'.
Since I was self-excluded from one brand. Do they have a duty of care to self-exclude from all?
Dear Wicked243,
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 specify in that request for how long you wish your account to be suspended and the reason why?
- Have you contacted Goldenbet directly to inform them about your gambling problem?
I have checked the responsible gambling section of Donbet Casino and this is what I found (here):
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.
It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling-related issues, please mention it while closing the account, so our staff will act responsibly.
Although the two sides may appear similar, it's important to recognize that each casino operates with its own user database. If you've self-excluded from one casino, it doesn't automatically extend to other casinos owned by the same company, thus you may not be protected across all platforms.
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
It's pointless doing anything... in the UK if you self-exclude from a company owned by a brand, they have a duty of care to self-exclude you from all other brands they own.
It's really not hard to create this setup.
The truth of the matter is that Santeda International want it setup like this in order to attract problem gamblers as that's who they make the most profit from.
Hi Wicked243,
I completely understand your frustration, and you may indeed be correct about casinos licensed by the UK Gambling Commission. However, it's important to note that this particular casino is licensed by Curaçao eGaming. Regrettably, since the self-exclusion wasn't requested directly from this specific casino, there's little we can do in this situation.
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.
