Donbet Casino - プレイヤーはカジノに補償を求めています。

I am registered with Gamstop in the UK, however Donbet who I believe should not be taking bets from UK based customers have taken a large number of deposits from me over recent months, despite knowing where I am located. They have never once queried the large sums either and it has resulted in large amounts of debt. Of course I take the blame for this, however I believe I should be due compensation due to the fact they have illegally accepted my deposits.

Dear scottyh7,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Donbet Casino does not operate with a license issued by the UKGC, therefore, they do not have access to the GAMSTOP register. Please note that a UKGC license is required only for casinos that actively target the UK market—for example, those offering services in GBP, promoting bonuses for UK players, or running ads specifically in the UK. However, if a casino does not target UK players and their licensing authority allows it, they may accept UK players, even though those players are not protected by the UKGC.

Here’s an example that might help clarify our position:

In the UK, people drive on the left side of the road—that's the law there. In my country, people drive on the right. But we don’t build new roads specifically for UK visitors to drive on the left—visitors are expected to follow local traffic rules. Similarly, if someone chooses to play in a Curaçao-licensed casino that is not targeting the UK, they are subject to Curaçao regulations, not UK law.

Unfortunately, in this situation, we are unable to assist further and you would not be entitled to a refund of your deposits. I would strongly recommend researching casinos licensed by the UKGC in the future to ensure full regulatory protection.

Please let me know if there’s anything else I can do for you regarding this case. Otherwise, I will have to close the complaint. Thank you for your understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronica,

Thanks for your reply.

I agree with the principle of what you say however Donbet do offer GBP as a currency.

Furthermore, their payment methods deliberately use third parties and disguised locations so as not to show up as gambling transactions to customers' banks.

This is highly irregular and illegal.

Dear scottyh7,

Thank you for your follow-up.

We understand your concerns and fully appreciate how distressing your experience must have been. That said, after reviewing the matter again in light of your additional comments, our position remains unchanged.

Regarding the use of third-party payment processors, while such practices may raise ethical questions and are sometimes used to avoid gambling-related transaction flags, this alone does not constitute proof of illegality. We understand that this may be frustrating, especially in light of the financial impact you've described. However, these concerns fall outside the scope of what we’re able to evaluate or enforce as they relate to broader regulatory frameworks.

Because Donbet does not operate under a UKGC license and is not required to comply with UK-specific responsible gambling measures such as GAMSTOP, we are unable to help you claim reimbursement for your losses.

Due to the aforementioned reasons, this complaint will now be rejected. 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.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.