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Dons Casino - Acting unethically and not respecting clients wishes

RESOLVED
Complaint Info
Disputed casino Dons Casino
Reason Refund declined
Amount € 3500
Posted on August 14, 2019

I had an account with Dons casino and I decided to close my account after not having much luck. I emailed the casino on 25th June asking them to PERMANENTLY close my account and to remove me from their mailings.
The casino then emails me on the 8th August offering a surprise if I wanted to come back (complete disregard to my request of not receiving any mailings and also of a permanent block). I am then enticed to come on chat and ask for my account to be reopened. No cooling period was offered as per usual when an account is permanently blocked or self excluded. Instead the account was opened straight away. I played and I lost 3500 euros.
Had the casino acted fairly and ethically in the first place, I would have never lost this money but because they haven’t acted ethically and used unethical marketing tactics, I came on chat and asked to reopen my account.

AskGamblers
Posted on August 22, 2019

This complaint has been reopened as per Dons Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on August 22, 2019

Dear AskGamblers and to our valued customer

Thank you for reopening this complaint thread.

We would like to apologise not responding to the complaint in a timely manner.

@DE.BIRD The casino management has informed us that you are in constant communication with the Compliance Team.

We will update this post once we received the outcome.

Kind regards

DONDS CASINO

Posted on August 25, 2019

Hi,
Dons Casino and I have reached an amicable solution and Dons have cooperated with me and have also apologised for the delay.

I will update once the complaint is closed and an outcome achieved but both parties have agreed a suitable outcome.

Thank you Dons for your cooperation so far.

Posted on August 27, 2019

Hi DE.BIRD

Kindly let us know if you received the funds.

Regards

DONS CASINO

AskGamblers
Posted on August 27, 2019

Dear @de.bird,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Dons Casino Complaints

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