Ostvario sam dobitak i tražio da me isključim sa naloga na 7 dana, jer sam želeo da zaključam svoj dobitak i da budem siguran da se ne kockam tokom posebno stresnog perioda mog vremena, ubrzo nakon što sam izgubio voljenu osobu. Bilo je razorno, kao što možete zamisliti, i znao sam da sam možda koristio kockanje kao način da odvratim sebi pažnju.
Jednog dana sam otkrio da je račun ubrzo ponovo otvoren, i u kratkom periodu intenzivnog kockanja je sa otprilike +20.000 dolara došlo do gubitka od otprilike -50.000 dolara.
Bio sam ranije doživotno samoisključen igrač iz jedne od njihovih sestrinskih kompanija, goldenbet, gde sam jasno stavio do znanja da je to zbog ozbiljne zavisnosti, ali iz nekog razloga ovo samoisključivanje nije primenjeno na velobet. Pored toga, činjenica da sam izričito izjavio da mi je račun zatvoren 7 dana PREKO VELOBET-a, i da je tokom tog perioda još uvek bio otvoren, čini me da verujem da kompanija nije poštovala procedure u skladu sa politikom kockanja Curacao o odgovornom kockanju.
Pogledajte priloženi snimak ekrana, gde jasno stavljam do znanja agentu uživo da ni pod kojim okolnostima ne želim da rizikujem da moram ponovo da kockam svoj novac najmanje nedelju dana, tokom koje se SVA TRAGEDIJA ZAVRŠILA. Da je reč kompanije ispoštovana, i dalje bih imao otprilike 21.000 evra na svom računu i ne bih mogao da vršim dalje depozite. Stoga, želim da mi se vrati sav izgubljeni novac ako bi račun umesto toga ostao zatvoren od 18. decembra do 25. decembra, kao što sam tražio.
Znam da kompanija želi da ostane u potpunosti u skladu sa standardima kockanja i zaštiti svoje igrače. Operater je napravio grešku u ponovnom otvaranju mog naloga i, iako je to razumljivo, suma novca je velika i zaista mi je potrebno da se situacija sredi i da se prepozna nedoslednost u primeni standarda zaštite igrača napravljeno.
I had made a winning and asked to be excluded from the account for 7 days, as I wanted to lock-in my winnings and be sure to not gamble during an especially stressful period of my time, shortly after loosing a loved one. It was devastating, as you can imagine, and I knew I might have used gambling as a way to distract myself.
One day I found the account shortly re-opened, and in a short period of intense gambling went from roughly +$20,000 to a loss of roughly -$50,000.
I was a previously self-excluded player for life from one of their sister companies, goldenbet, where I made it clear this was because of a serious addiction, but for some reason this self-exclusion wasn't applied to velobet. In addition to this, the fact that I expressly stated to have my account closed for 7 days THROUGH VELOBET, and during that period of time it was still open, makes me believe that the comapny did not follow procedures in line with the Curacao gambling policy on responsible gambling.
See the screenshot attached, where I make it abundantly clear to a live agent that under no circumstance I want to risk having to gamble my money again for at least one week, during which ALL THE TRAGEDY INSTEAD ENDED UP HAPPENING. If the word of the company would have been followed, I would still have roughly 21,000EUR in my account and would have not been able to make further deposits. Hence, I want a refund of all the money lost if the account would have instead stayed closed from the 18 December to the 25 December, as I had asked.
I know that the company is keen to remain fully compliant with gambling standards and protect its players. A mistake has been made by an operator in re-opening my account and, while this is understandable, the amount of money is large and I really need for the situation to be settled and for a recognition of an inconsistency in implementing player protection standards has been made.
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