Donbet Casino - Igrač je uspeo da kreira drugi nalog uprkos tome što je bio samoisključen.

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.

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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