DoradoBet Casino - L'account del giocatore rimane attivo nonostante la richiesta di chiusura.

Dear Casino Guru team,

Greetings and hope you are well. I am writing to request your support in formally filing a complaint regarding DoradoBet's breach of responsible gambling regulations, based on both their terms and conditions and the license under which they operate. The facts and evidence are attached below.

On May 28, 2026, I registered with DoradoBet, my account was verified, and I was able to make deposits without any problems.

The following day, from the morning of May 29, 2026 , as indicated in the terms and conditions, I requested the definitive closure of my account due to gambling addiction on at least 5 occasions via chat.

At the same time, I also write by email clearly stating the reason for closing my account due to gambling addiction and including my account details.

However, instead of taking the appropriate preventative action of closing or blocking my account, they simply created a ticket and two days later requested more information, even though the account is verified and after multiple attempts via chat and email. It's worth mentioning that when I made the requests via chat, I did so using my verified account session and my registered and verified email address.

Incredibly, they then ask me for the same thing I did when I successfully verified the account, instead of taking the appropriate measures , leaving a case of gambling addiction completely vulnerable.

Despite everything, as of the date I am writing this complaint, my account remains active and Dorabet is ignoring, through all channels, the closure due to gambling addiction requested on May 29, 2026. Therefore, I demand:

1) Definitive and immediate account closure

2) Refund of the entire amount lost since the date I requested the account closure due to gambling addiction, that is, 1,300,000 CLP

It should be mentioned that all the attached evidence was sent to Dorabet's official emails and chat, so the casino can easily access the same information.

Hugs and many thanks

PS: I've attached a file with the same story and the photographic evidence.

Querido equipo de Casino Guru,

Junto con saludar y esperando que se encuentren bien, les escribo para favor solicitar vuestro apoyo para elevar formalmente un reclamo debido al incumplimiento de las normas de juego responsable las cuales fueron incumplidas por parte de DoradoBet, esto basado tanto los terminos y condiciones como la licencia bajo la cual operan. A continuación les adjunto los hechos y evidencias:

El día 28 de Mayo 2026 me registro en DoradoBet, quedando mi cuenta verificada y pudiendo realizar depósitos sin problemas

Al día siguiente, desde la mañana del día 29 de Mayo 2026, tal como indican los terminos y condiciones solicito al chat en a lo menos 5 veces el cierre definitivo de cuenta por adicción al juego

Paralelamente, también escribo por correo indicando claramente la razón de cierre de adicción al juego y los datos de mi cuenta

Sin embargo, en vez de tomar la acción preventiva de cierre o bloqueo que corresponde, solo crean un ticket y 2 días después me solicitan más datos a pesar que la cuenta se encuentra verificada y tras los múltiples intentos vía chat y por correo. Cabe mencionar, que cuando realicé las solicitudes por chat lo hice con la sesión de mi cuenta ya verificada y con mi correo registrado y verificado:

Increiblemente, despues me piden lo mismo que hice cuando verifiqué la cuenta de forma satisfactoria, en vez de tomar las medidas correspondientes dejando el un caso con adicción al juego totalmente vulnerable

A pesar de todo, a la fecha que escribo esta queja mi cuenta sigue activa y Dorabet hace caso omiso por todas las vías al cierre por adicción al juego solicitado desde el día 29 de Mayo 2026. Por lo tanto exijo:

1)Cierre de la cuenta definitivo e inmediato

2)Devolución de todo el monto perdido desde la fecha que solicité el cierre de cuenta por adicción al juego, es decir,1.300.000 CLP

Cabe mencionar, que todas las pruebas que se adjuntan fueron tanto a los correos y chat oficial de Dorabet, por lo que el casino puede acceder sin problemas a la misma información.

Un abrazo y muchas gracias

PD: Adjunto un archivo con el mismo relato con la evidencia en imágenes

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Stay safe.

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.

• Have you provided the documents that the casino requested from you in their email from 31 May?
• When was the last time you communicated with customer support through email regarding your self-exclusion request?

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

Veronika, thank you so much for taking my case. Answering your questions.

Have you provided the documents that the casino requested in their email of May 31st?

Yes, I even shared them again via email today. I want to clarify that DoradoBet's verification process requires those same three photos, and my account verification was already complete on May 28th . In other words, when I requested account closure due to gambling addiction, both via support chat and email, I was already 100% verified.

When was the last time you contacted customer service via email regarding your self-exclusion request?

Yesterday, June 1st, I sent another complaint, this time requesting that in addition to the account closure due to gambling addiction (which has not yet occurred), I also be entitled to reimbursement for the financial losses incurred after I made the closure requests (since May 29th), amounting to 1,300,000 CLP.

I forwarded it to your email "> " target="_blank" rel="nofollow ugc noopener noreferrer"> [email protected] the evidence of the information and my attempts at closure have been ignored so far

Let me know if you need any additional background information.

Greetings and thank you!

Veronika muchas gracias por tomar mi caso. Respondiendo tus preguntas.

¿Has facilitado los documentos que el casino te solicitó en su correo electrónico del 31 de mayo?

Sí, incluso hoy se los compartí nuevamente por correo. Quiero aclarar, que en el proceso de verificación que hace DoradoBet te piden esas mismas 3 fotos, la verificación de mi cuenta ya estaba OK el día 28 de Mayo. Es decir, cuando yo solicité tanto por chat de soporte como por correo el cierre de mi cuenta por adicción al juego, yo ya estaba 100% verificado.

¿Cuándo fue la última vez que se comunicó con el servicio de atención al cliente por correo electrónico en relación con su solicitud de autoexclusión?

Ayer 01 de Junio envié otro reclamo pero ya solicitando que además del cierre de la cuenta por adicción al juego (que aún no ocurre dicho cierre), también corresponde el reintegro del daño financiero posterior a cuando hice las solicitudes de cierre (desde 29 de Mayo) correspondiente a 1.300.000 CLP

Te reenvié a tu correo [email protected] las evidencias de la información y mis intentos de cierre ignorados hasta el momento

Cualquier antecedente adicional que requieras me cuentas,

Saludos y gracias!

Hello JJDS,

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

Thank you for your response and for the emails.

Has the casino responded to your messages in the meantime?

Is your account still open, or has the casino closed it? If your account has already been blocked, kindly specify the exact date when the closure took place.

If you received any email from the casino confirming the account closure, please forward it to me as well, preferably in the original email format rather than as a screenshot.

Thank you for your patience and cooperation.

Veronika, nice to meet you.

Unfortunately, my account remains open despite my repeated requests for closure due to gambling addiction. Furthermore, I've received the response "Ticket No. XXX has been assigned" and that a resolution will be provided within 24 to 48 hours, which is now over a week or two past. In short, despite following all the casino's instructions:

1- The account is still open

2- I keep receiving promotions, bonuses and persuasive messages both in my email and on the website

3- I have not received a response regarding the refund I am requesting.

4- I have requested the email address of a compliance representative, but they have not responded to me either.

I sent to your email all the email chains from all the attempts I have made both to close the account and to get a refund of what I lost since I requested the closure due to gambling addiction on May 29th.

Greetings and thank you very much!

Veronika mucho gusto,

Lamentablemente mi cuenta sigue abierta a pesar de que he solicitado el cierre por adicción al juego en varias ocasiones. Además, me han respondido "Se ha asignado el ticket N° XXX" y que se derá resolución en 24 a 48 horas, de las cuales ya pasaron hace mas de 1 o 2 semanas. En resumen, a pesar de seguir todos los protocolos que me ha pedido el casino:

1- La cuenta sigue abierta

2- Me siguen llegando promociones, bonos y persuaciones tanto a mi correo como a la página web

3- No he tenido respuesta sobre la devolución que estoy solicitando

4- He pedido el correo de algún representante de compliance que tampoco me dan respuesta alguna

Te envié a tu correo todas las cadenas de correos de todos los intentos que he realizado tanto por cerrar la cuenta como la devolución de lo perdido desde que solicité el cierre por adicción al juego del 29 de Mayo.

Saludos y muchas gracias!

Dear JJDS

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika