Velobet Casino - Igrač tvrdi da je samoisključenje ignorisano.

In July 2025, I get unsolicited telephone calls from Velobet, where I had previously gambled, telling me I had a new VIP Manager and I would have a big deposit bonus if I started gambling again. I told them over the phone that under no uncertain circumstances did I want this. I told them that I was on Gamstop, that I had a severe gambling addiction issue and I did not want to gamble with them anymore. I asked them if I could be self-excluded from Velobet as I never wished to gamble ever again. The VIP Manager apologised for calling me and told me had she known about me being on gamstop and having this issue that she would never have tried to entice me to gamble again. Unfortunately I succumbed to my addiction a few weeks later and lost £44k in total from many deposits.

I sent a complaint to Velobet and they aren't disputing that I self-excluded but told me that self-excluding over the phone is not an official self-exclusion channel they accept and it had to be done on the website. This is obviously untrue and them just finding a way not to do the right thing. There's nothing in their T&C that says it has to be done on the website. It just says to contact their customer service team. I literally told my VIP manager, a senior person of a customer service team!

How am I supposed to know that's not the right way?

They should refund my losses because they should not have allowed me to gamble after I self-excluded. Clearly asking my VIP manager to self exclude me and never allow me to gamble is not something that should be ignored and accounts in my name merged together after that to facilitate gambling losses.

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Dear Educated_ant, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Velobet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly confirm if you have previously held an account at Velobet Casino? If so, may I ask if you self-excluded from this account
• Additionally, have you communicated any gambling-related issues to the casino through channels other than the phone call, or was the phone call your only means of communication?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

I had an account at Velobet but stopped being active. After an extended time of being dormant, I received unsolicited emails and phone calls in July 2025 from the casino enticing me to gamble again with high deposits.

On two telephone calls with who I was told was my VIP manager, I pleaded with the casino to self-exclude me and never allow me to gamble on Velobet. They ignored that request, did not close the account as I requested (or made any changes to it whatsoever) and continued to send me big deposit offers via email.

I scummed to my addiction and signed back up to Velobet with the offers and made big deposits and lost £44k. As soon as I signed up and before my big losses, Velobet knew it was me gambling because they said; :We would like to inform you that the account associated with this email address is active and has successfully passed verification. The duplicate account has been closed, and you may now use this verified account without any restrictions."

Phone calls and live chat with Velobet. They won't share with me my history of live chats but they acknowledge the phone call requests to self-exclude. Their argument is that's not an official channel for self-exclusion. But how can it not be? I spoke to my VIP manager. There's nothing in the t&C that said it had to be an email. Just to contact support... which I did!

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino. However, in order for us to proceed with a case like this, we need to see verifiable evidence. Could you please confirm whether you have access to any communication where you indicated gambling related issues to the casino? Furthermore, could you please clarify if you currently have access to your casino account? If you don't, when was the account closed?

Thank you in advance for your reply.

Dear Educated_ant,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

To answer your questions, I do have evidence. The casino also are not disputing that I asked to be self-excluded. They are not disputing that I told my VIP manager that I did not want to gamble with Velobet and that I was on gamstop and to leave me alone. Their response is that a phone call is not an official channel to report self exclusion and that it needed to be an email or the live chat. I told them that I also told them via live chat (though they won't share those records with me so I can't prove that one but neither can they deny it either as they are withholding all comms).

Their T&C simply says you need to tell their customer service that you wish to self exclude permanently. Which I did. And again, they are not disputing that I did. 

I can prove this anyway. I do not have access to my account and haven't since November 2025. 

I apologize, but we regret to inform you that we cannot assist you with your request. As it has been more than six months since the account has been closed, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reason, 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.

Best regards

Attila

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