It's very strange considering I've been using the account for quite some time, it has been thoroughly verified and so on.
Nothing, I've not really been using the account much since the withdrawals so not sure what could have gone wrong.
I've never heard of a 6 month investigation before. It doesn't make any sense.
They have just e-mailed saying it was a misunderstanding, and that my account is unlocked again. It is indeed working as before.
My email address: m.gwiazdowski7@gmail.com
They have just e-mailed saying it was a misunderstanding, and that my account is unlocked again. It is indeed working as before.
Hello there.
I'm glad to hear your account was restored! It is kind of a surprising reason behind that. What do you think? On the other hand, we all make mistakes from time to time. Well, I hope there will be no further issues for you. 🤞✨
Dear Azael,
Suspicious betting has been detected on your account and now it is under investigation.
We will contact you once the investigation process is complete. We can assure you it will be fast and wont take 6 months.
Best regards,
Velobet team.
After raising concerns about my deposits showing a descriptor* of the actual company Webops Ltd (a company I have never heard of, let alone purchased anything from), I challenged Velobet Casino and after a lot of email exchanges they agreed to refund me all my deposits amounting to over £580 - have received all monies!
*‘Descriptors are intended to help the cardholder identify the products or services purchased’.
If the cardholder doesn't easily understand the billing descriptor and recognise the transaction, a chargeback can be initiated.
How should we understand this? Have you discovered some deposits that you've never made and then you've been refunded?
I’m not permitted to add the billing descriptor because of your advertising policy but when I got my bank statement I found payments to companies I had never heard of, let alone purchased from but it coincided with deposits I had made in casinos. I started looking into this and learned all about descriptors/miscoding and what they represent.
I also looked into other casinos, I had recently, foolishly used and found non-GAMSTOP casinos will hire third party payment processors who miscode payments to and from the operator, representing to the bank or card provider that the payment is for something other than gambling.
I have set out to get my money back and to expose those who see fit to act unscrupulously. It is because of such activities I cannot and should not trust such casinos.
I have had one full refund and had notification I have a refund coming direct from a commercial company shown in the descriptor on my bank account.
It’s going in the right direction. All Casinos and Game operators should be socially responsible!
I want to be part of a paradigm shift that promotes fair and honest gambling!
It's been a week and the account is still restricted. No possibility to play and withdraw funds.
I’m not permitted to add the billing descriptor because of your advertising policy but when I got my bank statement I found payments to companies I had never heard of, let alone purchased from but it coincided with deposits I had made in casinos. I started looking into this and learned all about descriptors/miscoding and what they represent.
I also looked into other casinos, I had recently, foolishly used and found non-GAMSTOP casinos will hire third party payment processors who miscode payments to and from the operator, representing to the bank or card provider that the payment is for something other than gambling.
I have set out to get my money back and to expose those who see fit to act unscrupulously. It is because of such activities I cannot and should not trust such casinos.
I have had one full refund and had notification I have a refund coming direct from a commercial company shown in the descriptor on my bank account.
It’s going in the right direction. All Casinos and Game operators should be socially responsible!
I want to be part of a paradigm shift that promotes fair and honest gambling!
Oh, so by that description it's good that you got your money back, because I don't think everyone would be as lucky or as eager for these things as you are.
It's good that you're so consistent and you noticed. How long did it take to get your refund?
I didn't get a specific answer. I have been playing for over 20 years in many companies and this is only the second time such a case has happened to me. I have never broken or abused the regulations.
I was refunded within days of email exchanges. I don’t think I’m lucky, I think I am justified!
Non-GAMSTOP casinos will hire third party payment processors who miscode payments to and from the operator, representing to the bank or card provider that the payment is for something other than gambling. This is effectively money laundering and the financial institutions work very hard to identify transactions of this nature and ban the initiating company.
If my deposits are being miscoded then the casino has to be deemed untrustworthy and I feel I am entitled to my money back in the interest of fairness.
I am awaiting the third refund coming direct from a commercial business I have never purchased anything from!
I'm glad to see that Velobet refunded your illegally processed deposits. Cleary they wouldn't have done this if they hadn't done anything illegal.
The problem is that Casino Guru don't see this illegal practise as a problem and will rule in favour of the casino in every single complaisant of this nature.
"Since the deposit was successfully credited to your casino account and you were able to play at the casino without any issues, there is nothing we can do to assist you."
The above is the reply to your complaint on an identical scenario.
Furthermore this identical complaint against Freshbet has received this quite astonishing reply from Veronika (a complaint specialist for Casino Guru)
"In fact, the way your deposit is reflected on your bank statement can be seen as a positive aspect. It is the practice of many online casinos to use neutral names for transactions. This helps ensure that your financial institution does not identify the transaction as a casino-related activity. It protects your interests and privacy."
So basically she is telling you that casinos that illegally mis code card transactions can be seen as a positive aspect and they are doing it to protect your interests and privacy"
I have never read so much rubbish in all of my life.
For the record they are illegally miscoding card transactions to hide the fact that they are operating illegally. They are hiding the fact that they are an unlicensed casino and almost certainly a scam. Any legitimate casino would not need to operate an illegal payment system.
They are doing this to protect THEMSELVES!!
It would appear that Casino Guru find this very hard to understand, or more than likely they know exactly what these casinos are doing but continue to turn a blind eye.
I’m glad you read the response from Veronika - I was floored - her response is part of my review of CG on Trustpilot (for what they are worth!) regardless it comes up in google searches! Just waiting for it to go live!
I had a really good chat with my bank’s fraud team today and they are being very supportive and helpful.
The bank put a stop on my card so any refunds are no longer possible via the original payment method - two casinos/commercial companies (Velobet being one of them) wisely returned my deposits!
If I can help just one vulnerable person, by exposing non-GAMSTOP casinos who are not Anti-Money Laundering Compliant, my time will have been worth it!
IMPORTANT (source ThePOGG.com)
Every UK licensed gambling operator is required by the regulator to engage with the GAMSTOP program. There are no exceptions to this rule anymore.
The only casinos that will accept UK players that are not part of the GAMSTOP program are casinos that are unlicensed and accepting UK players illegally!
It is not legal for any casino that does not hold a UKGC license to accept UK players. Any casino not on GAMSTOP does not hold a UKGC license. However, it is the business that is committing an illegal offense, not the player.
Hello, I think it would be fair to add a few details to your statements. At this point, you are quite correct.
Yet I feel it is important to distinguish between things we can address or support and things we can't.
We are neither lawyers nor banking institutions. As an unofficial mediator, we can provide advice, but we can't address your bank or any authority on your behalf. We also can't turn to anyone to change the way the casino utilizes its transactions; you, players, can, on the other hand. Thus, within our limited approach, we care whether the situation is solved and money returns when we see that as a fair result.
I want this to be stated clearly.
Additionally, what I really find interesting is that it appears that you proceeded with playing and raised concerns about third-party company names on your bank statement after losing your funds.
Why not sooner? I wonder.
I agree that some casinos are somehow changing or hiding their codes, making it impossible for banks to block such deposits. This is especially dangerous for vulnerable players seeking protection when their passion for gambling overtakes them.
Allow me to say that all players from your country should only play in properly licensed casinos, as you wisely told us. Yet, I wonder why you made the exception.
One way or another, we explained to you where our limits are:
Since you willingly deposited funds into a casino without a UKGC license, seeking lost funds due to the bank statement descriptions being assigned to third parties falls outside our purview. I recommend reaching out to the UKGC or your bank to address this matter independently.
I just hope you aim to support players, not just point fingers at us for some reason that I honestly do not understand in full scale, it seems.
To avoid such a situation, please stop depositing at non-UKGC casinos. Keep your own words in mind. 🙏
Please don’t believe the poor reviews and experiences people are having, I’ve successfully deposited, withdrawn thousands and had all my docs verified.
Only issue I had was a slight delay in documents being verified as I had send my driving license in and they needed my passport instead.
Can’t respect this casino enough, absolutely smashed it for me, will be back!
"Please don’t believe the poor reviews and experiences people are having,"
I, for one, take exception to your sweeping statement and I especially take exception to being called a liar!
I am pleased your experiences are positive but let’s not detract from others’ ACTUAL experiences!
I see that you aim to make your statement pretty clear. Fine, yet I don't think that players with different experiences should be called liars. It works both ways.
No one said you lied, and no one said your experiences mean less than someone else's. Could you just relax a bit, please?
I think it would be appropriate.
Thank you 🙏
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