Velobet Casino - Igrač traži povraćaj novca i zatvaranje naloga zbog problema sa kockanjem.

no response to help with my issues and won’t realise what this has done to my entire life family work my mental state anything

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Hi I have a gambling problem and been on GameStop 5 years now in the uk

I had a gambling block on my card but somehow payments still went through 

I have a serious gambling issue and I’m in alot of debt because of it and it’s caused serious mental health I haven’t lost a crazy amount with ur casino compared to others but could I request a refund back please as I’m in very bad place and I need all the money I can / lost to pay off the debts due to the problem 

And could my account be closed immediately 

Please could u consider refund as I wasn’t in the right frame of mind to gamble with ur casino today and I only signed up today and lost a lot of money in one go and I’m already in a lot of debt due to gambling 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

If your account is currently accessible to you, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Velobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Send another email to Support@velobet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi I will be sending all emails to show u all the details and I’ll send over now

no update yet I’m desperate to get this resolved as I’m suicidal more than I could of ever imagined and it’s ruining my life and family relationships it’s been on going for months and the loans are getting on top of me and I can’t afford to pay the debts back caused by this neglect from this company and I have no other way out of this hole I’m stuck in

Thanks for providing the requested information.

If you informed the casino about your gambling problem and the casino acted by closing your account, we would consider such actions as satisfactory.

From the information you provided, you informed the casino on January 11th, and the casino closed your account the same day.

Please note that if you wish to be protected in online casinos operating outside of the jurisdiction of the UKGC, you need to inform them about your gambling problem and request a self-exclusion.

We pursue only cases where such protection fails. Whether the casino has a particular license or not can't be used as a reason to pursue a refund by our complaint resolution center.

If you haven't informed the casino about suffering from gambling problems before January 11th, we won't be able to intervene, and the complaint will be closed.

Looking forward to your reply.

I have done this

Thanks for your reply.

Could you please provide the following details:

• Which player account is this concerning?
• When have you made the deposits you wish to be refunded?

Looking forward to your reply.

still no reply ?

Thanks for your reply

• Could you please explain precisely when was the last time the casino allowed you to deposit?
• When was your account closed?

This information is crucial for us to know in regards to your complaint. Looking forward to your reply.

20th of November 2024 was last deposit

and 20th of January was when my account was closed

I believe I can’t get access to the account as obviously it was closed so it would be better receiving this information from them as I never always got emails to confirm deposits every time

Thanks for your reply.

I understand your dissatisfaction with the casino's approach.

• Do I understand correctly that you were allowed to deposit on January 20th?
• Were you allowed to reopen the account? Could you please describe the circumstances of what happened more closely?

Please let me know.

Yes both of what u said are correct

??

No reply yet ?

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello jjduffy52246, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Velobet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have found additional contact for the casino so I am prolonging the timer in hopes of getting the response and begin the mediation.

Dear Matej,

The player created an account, made a deposit, and placed bets on our website. Once we received their request to close the account due to gambling concerns, we immediately proceeded to close it in accordance with our Responsible Gaming Policy.

According to our records, the last deposit was made on 15 November 2024 at 19:19:16, then user active bonus. After receiving the player’s message requesting account closure, the account was closed on 19 November 2024 at 19:10.

We kindly ask the player to provide proof of any claimed deposit made in January, as no transactions were registered after the closure date. Since the account has been blocked since 19 November 2024, it has not been possible to log in or make any deposits.

All actions were taken in full compliance with our Terms & Conditions and Responsible Gambling procedures.

Dear Velobet Casino, thank you very much for the detailed response. Much appreciated.

I would like to ask for some clarification: according to the evidence provided by the player, he has already an account closed back in January 10th (e-mail from Damien confirming the closure). Can you please confirm if this was a regular account closure or a self-exclusion due to the gambling addiction? And what was the reason as well as date of unblocking the account later on? Thank you.

Thank you for the details, dear Velobet Casino team! I have sent a messagewith details, screenshot and the e-mail attachment at info@velobet.com. You can reply either to this thread or to my message directly, and we'll go from there.

Dear jjduffy52246, the casino has sent me screenshots from their internal system, showing that your account has been closed permanently due to gambling addiction and not logged in since November 2024.

Therefore, I am unsure what has happened in January this year. Can you please provide some details? Have you managed to create a secondary account, or get the original one reopened? Thank you.

I see. Can you please elaborate on the timeline of these multiple accounts?

Am I assuming correctly that the Hotmail account has been closed in November and has never been reopened and logged in by yourself?

And for the Gmail account, is it the one that has been closed in January and then later reopened? If so, I would like to know whether you signed up for the second account using your real name and surname and your real country of residence. Have you by any chance also used the same phone number? And lastly was this account also closed due to gambling addiction and late reopened? Thank you.

Hi yes both accounts same name both used with cards in my own name

which would be flagged up aswell I can’t find the details of when I closed or got accounts reponed but I definitely contacted them on both accounts about my gambling addiction and both accounts was used with the same name on my banks so it should of been pulled up

plus they should of checked my full identity before allowing weighed of the accounts to deposit

Thank you for the details, jjduffy52246, much appreciated :)

I have messaged the VeloBet Casino Team for further details and hopefully we can find a reasonable solution to this shortly. I will keep you updated in this thread once I hear back.

I am resetting the timer, as the casino has replied and I have requested further investigation into both of the accounts, to establish the proper timeline of this case.

Dear Matej,

I have already provided additional information regarding this case. Could you please review it and get back to me at your earliest convenience?

Best regards,

Apologies for the later reply, dear Velobet Casino, I have been in and out of office in the last few days. I have now replied to your message.

Dear jjduffy52246, just to keep you up to date with the current state of the complaint and to address some of your concerns: I am now looking into the payment method used in both of your accounts, since you have stated using the same one in both cases.

Regarding the ability to create the secondary account, I have seen the profile credentials sent to me by the casino representative. It showed that the secondary account's details have been either left blank, or filled out in a way to circumvent the restrictions. Therefore, I will not be able to dispute this part of the complaint.

As for the personal verification, some casinos do have a mandatory KYC procedure to be undergone before depositing, but that is not an industry standard yet. Most of the casinos launch the verification only if an unusually large amount of money is deposited, or when a withdrawal request is made. This is in line with the AML policies imposed by governmental and judicial bodies. While I agree it would be great if the verification was necessary before the first deposit, many players eager to start gambling would not appreciate such feature. Therefore only some casinos use it.

I will post another update once I hear back from VeloBet and hopefully this case can be closed soon.

I filled out the same details on both accounts I’m sure and whether the details were filled out the same name and bank account would show my same identity when depositing no ?

I filled out the same details on both accounts I’m sure and whether the details were filled out the same name and bank account would show my same identity when depositing no ?

Not necessarily. Depending on the system, it usually shows transaction ID and the payment provider alongside the account identifier. This is the reason the casinos have KYC and AML policies, that are triggered when suspicious deposits and withdrawals are made, to ensure whether it is legitimate transaction request or some fraudulent activity. During those, the identity of the casino account and the payment method is determined in detail. Hope this helps elaborate on the situation, while we wait for the casino to reply. :)

Dear Matej,

As you know, I have already sent you the detailed information from our side. Could you please update this case and provide a conclusion?

Best regards,

Hi how much longer is this gonna go on for I have severe mental health issues because of this and I have loans and debt that I’m putting off with the hope that I can come to some sort of conclusion and the casino agree that they haven’t done there best to look after my well being or check up on my mental state even at the minimum the debts are a result of all this money I’ve been allowed to deposit and loose and take Loans out etc to try and win my money back and I’m on GameStop and it’s very clear I have a gambling problem and any company that says they look after there customers and do checks to make sure they can afford to loose what they do and they don’t look at my deposit habits and multiple deposits one after another seeing that I’m in a bad mental state and don’t check up on me first before I get to the point of highlighting it and asking to self exclude I feel shouldn’t be available to people like me with gambling addictions as I might be one of few people that go through this and I’d hate to think of anyone else left feeling like I do and if I wasn’t as strong and couldn’t deal with things a little better due to previous events then someone that this could happen to might end up not being able to cope and it could be drastic

I’ve asked for 10000 I honestly cannot prove the exact amount and I never got no deposit confirmations ever my banks got shut down due to the fraudulent company’s and payment providers used when depositing and I can’t get the statements to prove my deposits and it would be impossible to remember which company the deposits went out as on my bank statements as there was so many and I can’t log into to anything from the casino to work out what deposit was what transaction on my bank the only people that really know and have all the information available are velobet and they have to have proof of my deposits surely I’ve asked for £10000 back and that was to kind of meet at a fair level on my side as I’m genuinely sure it’s a lot more than that but I’d be happy with £10000 as that’s enough to clear a lot of my debts not all of them and I’ve already had to clear some prior aswell

I need a reply soon please as it’s eating away at my life it’s making me depressed and stressed out with all the back and forth and all the waiting my family have all decided to cut ties with me due to even me stealing some money at one point to try and get some loses back and that’s something I’ll always regret and I have never been the sort of person to do that and it was done out of pure desperation to not loose the money I have with the casino

Sorry to ramble on it’s just not doing my mental health any good I believe it’s not all about what’s legal in this case it’s about the impact and the effects this situation has put me in and it’s not a position that anyone should be allowed to get in or seen to get in by a company that’s effectively caused it to get as far as it has yes I get that they’ve probably effectively covered themselves with all the loopholes in the laws to allow me and others to gamble when 9/10 companies won’t allow me to due to the gamstop that I’m on and have been for 6years and the bank restrictions for gambling on all cards that haven’t seemed to work

Dear Velobet Casino, I have responded to your last message on the same day, please respond to it or let me know if it did not arrive, I can re-send it. Thank you.

Dear jjduffy52246, if you have used the same payment method in both accounts, then I believe the casino system should have identified it and prevent you from depositing. However, from the responses I am getting so far, this casino has no player protection settings and I am starting to be sceptical about the outcome of this complaint. However, I am in contact with our affiliation team, to see if we have a contact with decision makers within VeloBet, to raise this issue higher up. I do not believe the support team will do much and this requires talking to someone from the management. I will keep you updated on the progress as we go.

Hi how much longer exactly is this gonna take exactly I’ve spoken to professional advice on how to go about it and they’ve stated to dispute my issues against the company on a platform like this or contact my bank I’ve obviously contacted the bank but due to the payment providers used and the multiple different providers

its not something there willing to persue which I’m currently discussing with them

I want a resolution soon as possible the debt is eating my life alive I could risk going to prison if not paid my credit is completely destroyed and I’m struggling with day to day living and work etc with all the stress on top of me I hope that velobet can come to a reasonable outcome and I don’t believe the 10.000 I’m asking for isn’t fair as it’s definitely over that which the company has had from me

Dear Matej,

Thank you for your message and for providing additional context about your situation. We fully understand the urgency and the stress you are facing. Please be assured that your case is currently under detailed review by our internal team.

At this stage, we are finalizing the collection and verification of all relevant data and transaction details to ensure that our decision is fair, accurate, and fully compliant with our policies. Once this process is completed, the full report will be submitted to the responsible department for final evaluation.

You will receive a complete update and final response regarding your case by Monday. We appreciate your patience and understanding while we work to conclude this matter in the most transparent and proper way possible.

I would like to ask Velobet Casino for an urgent response, as I have not received a reply to my message from 30th October yet, and having necessary information regarding player protection failure that seems to be the issue here, is crucial. Thank you.

Hi as stated above you have agreed to give me a final decision and outcome by today

I’d like to know if this is still the case as like I have stated I need a decision as soon as possible so I can speak with companies I owe money to and organise my finances around what the outcome is and until I get the outcome I can’t give any lenders or anyone a realistic estimate

Dear jjduffy52246, while I have received a response from VeloBet, it is far from what I needed. I am trying more direct approach now. Following the Casino Guru's player protection values, I am trying to find out whether the same payment method has been used for the secondary account.

As you have not properly filled out the profile details in the second account, I am unable to request any kind of refund based on that. However, as we believe your payment method should have been blacklisted as well, I am trying to find out how the system works within VeloBet and why your secondary account has not been flagged if you used the same option for depositing.

Unfortunately I have no time scope to provide, as it depends on when I get this last piece of information.

Can I please get some sort of date

I am really sorry, but I can't give you any exact date, as it all depends on how fast the issue is dealt with on either side.

Right now I can confirm VeloBet responded to my question, but I am unsure about the information received and it has to be investigated on my side. Since Casino Guru is not a law firm or governmental body, we are unable to press casinos for faster answers. Also, I will not rush and jump into conclusions to speed up the internal processes and investigations, as it may lead to an incorrect outcome.

I understand the urgency on your end, and I do all I can to eliminate the waiting time, but I can't give you an exact date, as I myself am not sure. This case may get resolved next week, but it can also take longer, depending on evidence and mediation talks that are happening in the background.

Also one extremely important note: please do not operate under the assumption that once this is settled, you will be receiving the disputed amount you have entered when lodging the complaint. Do not promise the money lenders or financial advisors that you will eventually get all these money. There is still an option that will not happen and will cause you even more stress and issues.

Again - we are not judicial body and can't make casinos to comply with our requests. It may also be proven by evidence that the secondary account has been created with an intent to circumvent the self-exclusion and this case will be rejected without any refund. Or maybe we end up finding a middle ground and while you will receive some kind of payment, it may not be as much as you are hoping for. This case is still under review, evidence is being collected and mediation is in full swing. And from my experience it still can go either way, depending on the last few crucial pieces of information I am trying to get.

The only thing I can promise to you is that I will do all in my power to get to the bottom of this case and mediate a fair outcome. Please, be careful and do not assume anything that has not been confirmed in writing. Thank you.

Dear jjduffy52246, in my last communication with the casino, it seems like they do not receive full transaction information from the payment provider, which would make identifying your credit card (or whatever deposit method used) impossible to identify and link. Right now I am trying to better understand the responsible gambling tools available in VeloBet, to discern how it work and how to get you self-excluded, however this being a semi-anonymous casino this option will also require your cooperation to work. Regarding the refund eligibility, this depends on what kind of information the casino actually receives from the payment provider. If you have used a credit/debit card or a bank transfer and the casino only receives partial numbers, I will not be able to do much. Once I hear back, I will post further update.

How long

Dear Matej,

I’ve already replied to your email regarding this. Please check your inbox — I’ve addressed your questions there.

Best regards,

Dear jjduffy52246, after confirming the last information with the casino, I have reached the conclusion. Unfortunately, I don't have good news for you.

From the evidence provided by yourself and the casino, I was able to establish that the original casino account has been self-excluded as per the casino's standard procedures, and remained so. Since Velobet is a semi-anonymous casino and all you need to re-register is a different e-mail, the standard self-exclusion procedure is not applicable.

As per the evidence provided by the casino, the personal information boxes in your other account have been left blank or credentials slightly altered, to avoid detection. Due to the intent to avoid previous self-exclusion being clear, your secondary account falls under the T&C's prohibition of multiple account creation, rendering any kind of refund request illegible.

Going forward, I am in talks with Velobet Casino to ensure your credentials are properly blacklisted, but as mentioned before - standard self-exclusion procedures do not apply here.

If you create another account and play at Velobet with leaving the profile information blank, altering the personal details to avoid detection or fill out the profile after depositing and playing, any such subsequent complaint lodged through Casino Guru's complaint resolution center will be automatically rejected.

To help you stay safe from this and other online casinos, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) on your desktop/laptop and mobile device. For maximum protection, please ask a trusted friend or a family member to set the app's password in your stead, to ensure it stays active at all times. This app blocks vast majority of online gambling sites, with new ones added to the list regularly. Lastly, I would recommend blocking all the e-mail addresses and phone numbers that have been sending you gambling promotions in the past.

I will leave this complaint open for a time being, until I can confirm the credentials have been properly blacklisted by Velobet, and to respond to questions that you may have. Afterwards, the complaint will be rejected.

Dear Matej,

I would like to inform you that we have already provided a full update regarding this case via email. All relevant details and clarifications have been sent to you directly, so I kindly ask you to review the message we shared.

If you need any additional information or further clarification from our side, please let me know and I will be happy to assist.

Best regards,

I would like to thank the Velobet Casino for e-mail confirmation. Since the initial account had the player credential filled in, those have been added to the blacklist upon previous account closure and there is no more questions or issues that needs to be resolved.

Dear jjduffy52246, due to the reasons mentioned in my previous post, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) on your desktop/laptop and mobile device. For maximum protection, please ask a trusted friend or a family member to set the app's password in your stead, to ensure it stays active at all times. This app blocks vast majority of online gambling sites, with new ones added to the list regularly. Lastly, I would recommend blocking all the e-mail addresses and phone numbers that have been sending you gambling promotions in the past.