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Hi

I recently made a new account with the same details as the last account I blocked and I told you guys when closing my last account I had a serious gambling issue and I was still able to open another account my last user name was moeman95 and moesam1995

I have now lost all my money and you guys didn’t stop this from happening and broke to the terms and conditions

I am asking for a refund or I will get this through my bank as you haven’t stuck to your word and blocked my details as I am venerable and suffer from mental health problems

Hello Mohamedmahmoud95,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request a self-exclusion for the first time? Do you have any evidence of it which you can provider? Which details you entered where exactly the same?

Looking forward to your answer.

Regards,

Nick

I closed my account a few days ago and told them to close it due to having a gambling problem I then was told I wouldn’t be able to make any new account and yesterday I put in the same details ie my address name birthday

and was allowed to open an account

which then cost me 620 pounds

i am really disappointed this has happened as the casino shouldn’t have let me make another account

Hello Mohamedmahmoud95,

Can you please forward your initial request to self-exclude yourself from the casino? Did the casino close the new account as well? Did they refund any deposit?

Hi

yes through live chat I have no evidence of it but I have a email from them as they are refusing my refund of my deposit

Hello Mohamedmahmoud95,

Unfortunately, if there is no evidence at all regarding your self-exclusion, there is basically nothing we can do as there is no way to prove that your account got excluded and based on the current information we received so far, you simply created a multiple account.

Is there any way to prove the exclusion on your first account? If not, we will be forced to reject the complaint.

Dear Mohamedmahmoud95,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.