Donbet Casino - Играчът успя да създаде втори акаунт, въпреки че се самоизключи.

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 [email protected]?
• 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 [email protected].

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 [email protected]. 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 [email protected], 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

I attempted to create an account at this casino, and I would like to share the details that players are required to complete during the registration process:

May I ask whether you entered the remaining personal information in your player profile after registering? Also, did you update your player profile before or after making your first deposit?

Hi, I used this to set up my second account. I used the same first and last name. And the same country (UK) and the same currency (GBP). I only used a slightly different email as I’ve mentioned before. I created my second account before I deposited

I would like to follow up on my previous questions regarding whether you entered your personal details into your player profile section, which can be found after registration (not during registration). If you have done so, could you please clarify whether this was completed before or after your deposit? Thank you for your assistance.

I only signed up using only the initial player registration (the screenshot you sent). I did not enter any other details into DonBet.

Thank you for your reply, Juully8. I reviewed the whole case, and I am afraid that we are not able to support you further. Although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created an additional account using a different email address.

The casino offers quick registration without requiring any personal details other than the name. This, according to our company policy, isn't enough to detect prior accounts properly, as names can be adjusted very easily to avoid matching the old active accounts perfectly, and many people can have the same name. Since you didn't fill in the rest of your personal details, the casino had almost no chance of detecting the other account.

Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard, and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Since both accounts were closed per your request, and the creation of the second account using a different email address was your responsibility, there is not much that can be done in regard to the funds you have deposited and lost in the casino.

I can only recommend that you contact the licensing authority, as they have better tools and options to help players, and they are able to investigate such cases more thoroughly.

Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here, and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.

Due to 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.