Donbet Casino - Сметката на играча остава отворена въпреки искането за закриване.

Hello Team,

i am gambling addicted since a few years and deposited a lot at santeda casinos.

i have deposited money at rolletto, mystake, velobet and goldenbet and now donbet.

i have asked them multiple times to close my account and block me from any santeda casinos.

they don‘t care about my addiction.

i will get my money back through lawsuits and credit card chargeback.

the complaint here is only for account closure.

i have contacted donbet on sunday morning.

now its wednesday evening and my account is still open.

this is happening at every santeda casinos.

i mean i know why this is happening. They want me to lose more money cause they already know through other santeda casinos that i am gambling addicted.

they never close your accounts or block you from all santeda casinos.

can you ask them to close my account?

screenshot prove that i have contacted them at 24th august in the morning.

how is it possible that on 27th august in the evening my account is still open? They will confirm you this.

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.

Could you please specify if the casino responded to the account closure request you sent last Sunday? Also, have you sent any follow-up emails to the casino?

Have you tried reaching out to the casino via other communication channels, e.g., their live chat?

Have you passed the full KYC verification?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Yes, passed KYC and also had a payout.

No, I haven't tried live chat. As far as I know from other Santeda casinos, they don't have the same powers as email support.

No, I didn't send any follow-up emails because that wouldn't have helped.

No, account is still open after 4 days.

Ja kyc bestanden, hatte auch eine Auszahlung.

nein habe ich nicht probiert im Livechat. Soweit ich von anderen Santeda-Casinos weiss haben die aber auch nicht die selben Befugnisse wie der Email-Support.

nein ich habe keine Folge-Emails gesendet, da das nichts bringen würde.

nein Konto nach nun 4 Tagen immer noch offen.

I'll try the live chat, but I don't think they can close my account completely, only temporarily.

Ich werde es über den Livechat probieren, glaube aber nicht dass die mein Konto vollständig schliessen können, höchstens temporär.

Hello, your account has been blocked since August 28th due to your request.

Donbet Casino is not responsible and CAN NOT close accounts associated with you in other casinos. We cannot take responsibility for actions of other brands.

Yes, it has now been blocked via live chat. Why doesn't it ever work for you via email? And why do I usually have to wait 4-7 days for it? That's absolutely unacceptable. Furthermore, it must be possible to completely exclude me from other Santeda casinos.

You do not have a German license and I have asked you several times for self-exclusion from Rolletto, Mystake, Velobet, and Goldenbet.

I know that Casino Guru can't help me with this, so I'll forward the matter to my lawyer.

I have now forwarded a legally binding judgment to Donbet from a lawsuit against another casino and will soon sue Santeda as well.

For this I need a transaction list in accordance with the GDPR.

Santeda has already been asked by its licensor to provide a transaction list to Mystake.

Otherwise, these casinos will strictly reject this.

So, regardless of the lack of a German license, the GDPR is also being violated. The licensor doesn't like that at all. Can the complaint be closed, or will I receive a definitive response refuting my arguments?

Ja über den Livechat wurde es nun gesperrt. warum klappt das bei euch nie über Email? Und wieso muss ich dafür meist 4-7 Tage warten? Das ist absolut inakzeptabel. Ausserdem muss es möglich sein, mich bei anderen Casinos von Santeda komplett auszuschliessen.

ihr besitzt keine deutsche Lizenz und ich habe euch bei Rolletto, Mystake, Velobet, Goldenbet mehrfach um Selbstausschluss gebeten.

Ich weiss dass Casino-Guru mir hierbei nicht helfen kann, deswegen wird das ganze nun an meinen Anwalt weitergeleitet.

ich habe Donbet nun ein rechtskräftiges Urteil weitergeleitet von einer Klage gegen ein anderes Casino und werde Santeda nun ebenfalls in Kürze verklagen.

hierzu benötige ich eine Transaktionsliste gemäß DSVGO.

santeda wurde bereits bei Mystake von ihrem Lizenzgeber aufgefordert eine Transaktionsliste bereitzustellen.

Dies wird andernfalls von diesen Casinos rigoros abgelehnt.

also wird unabhängig von der fehlenden deutschen Lizenz auch gegen DSVGO (GDPR) verstossen. Das sieht der Lizenzgeber garnicht gerne. Die Beschwerde kann geschlossen werden oder bekomme ich hier noch eine aussgekräftige Rückantwort hierzu die meine Argumentationen widerlegen?

By the way, I can prove that Santeda has already been asked by the licensor to send me the transaction list in case Casino-Guru wants to pursue the complaint further. But since Casino-Guru, as far as I know, does not deal with the legal situation or GDPR, it must probably go through a lawyer and first through the licensor.

Ich kann übrigens nachweisen, dass Santeda bereits vom Lizenzgeber aufgefordert wurde die Transaktionsliste mir zu senden, falls Casino-Guru die Beschwerde weiter verfolgen möchte.aber da Casino-Guru sich soweit ich weiss nicht mit der Rechtslage oder DSVGO beschäftigt muss es wohl über einen Anwalt und zuvor über den Lizenzgeber laufen

Dear Donbet Casino representative,

Thank you for reaching out and providing us with more information regarding the player's account.

Dear gamblingaddict1994,

Hello,

Thank you for your responses and for clarifying your concerns.

Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure that requests are handled appropriately and with the necessary attention. Therefore, it may take several working days for the self-exclusion requests to be fully processed.

Furthermore, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of Casino.Guru. While we always strive to assist players affected by unfair casino practices, GDPR laws are beyond our area of expertise.

Similarly, we cannot fulfill your request for a comprehensive transaction report. Casinos are typically not required to provide such data, and we lack the legal authority to compel them to change their policies in this regard.

Lastly, please be aware that we do not handle complaints related to licensing regulations and policies. Casino.Guru is an independent database of online casinos and a mediator in disputes, but we lack the authority to enforce licensing requirements or legal obligations. Information about each casino’s license is published in our reviews, and it is ultimately up to each player to make an informed decision when choosing a casino.

Regrettably, we cannot provide further assistance in this matter, and I must now reject your complaint.

Best regards,

Veronika