Velobet Casino - Pelaajan tili on suljettu kiistanalaisilla varoilla.

Hello 

Complaint 

Katie Joanne H*****

Username kat*******105@aol.com

Disputed amount: £1317 or all of my deposits 

Currency:gbp 

Complaint

 1. Why was I allowed to open another account when my last account was closed due to responsible gambling. Does this sit right with your responsible gambling policy?

2. This account is I have never asked to close you closed it therefore your email below is incorrect. You also say you should t have 2 accounts. At no point did I have 2 accounts as one was closed. The first account was closed at my request NOT this one 

3. Why have you allowed me to deposit hundreds of pounds knowing full well I would never be able to withdrawal. You waited until I asked for the withdrawal. This is fraudulent behaviour and very misleading 

4. Your chat agent screen shot below I have as documentary evidence  said I could still withdrawal the money as this was a responsible gambling issue not violation of t and c 

Can you please treat this as a serious complaint. I request either my deposits back in full or my winnings. You cannot keep both that is unethical and unfair and I will be consulting legal advice 

i have been given no time frames and now being ignored

Hello katiewatts105,

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 for what reason did you close your first account?
• Why did you open a second one?
• What is the current status of your balance on your second account - is the casino willing to pay it out?

Please note that it does not matter if you closed an account before, creating a new one is a second account.

Looking forward to your answer.

Regards,

Nick

Good afternoon

1. closed as I was spending too much money and asked them to close for responsible gambling
2. to be honest I have had that many accounts I didn’t remember I had had a previous account with them and my gambling addiction got the better of me and I was trying to open a new account just searched non gam stop and they came up

I won £1317 after depositing on multiple amounts of £35 totalling over £800 I asked to withdraw and they then confiscated all of my winnings leaving me with £28 that £28 is still sat on my account

Hello katiewatts105,

Would it be possible to forward the self-exclusion request made for your first account?

Also what is your current balance and how much did you deposit in total to the casino?

Looking forward to hearing from you.

Regards,

Nick

Hello

£860 total deposit on this new account.

The request for closure of the first account was done on the sites chat so I have nothing to give you. The only thing I can show is the chat from when they closed my second account and confirmed the last one was closed due to responsible gambling. You have this screen shot already

thanks for your help

I have just chatted them from my first account and they have confirmed the first account was closed at my request because of my gambling issues screen shots attached

Thank you Hello katiewatts105 for all the information provided. If the casino detected your previous self-exclusion, they should definitely refund all of your deposits not just the last one.

I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello katiewatts105,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Velobet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello

Firstly thank you for your continued support. I have today received this email from the casino and my reply to them is underneath

im so appalled at how they are treating me and now they are asking me to deposit more money??

Dear Michal,

During the verification process, we found that the user already had an account, which was closed due to gambling addiction.

In accordance with our policy, we have closed the new account, however, the user is allowed to withdraw their last deposit.

Best regards,

Dear Velobet Casino,

Do I understand correctly that the user created another account, was able to deposit and play, and when she wanted to withdraw, she had to verify, which subsequently led to the closure of the second account because of the connection with the first account?

Dear Michal,

According to our system, after this verification, we will be able to identify the connection between the two accounts. Verification is required only for withdrawal processing (when a user makes a withdrawal request for a bank account, not a crypto account). However, users can complete verification at any time. If a user completes verification before a withdrawal or deposit, we will be able to identify the connection.

Best regards,

Dear Velobet Casino,

Did the player create the second account with the same personal info as the first one?

Only the email address was different

Dear Michal,

During the verification process, the user was required to provide full information, including their full name and date of birth.

During this process, we discovered that the user was a gambling addict. As a result, the account was automatically closed as soon as this information was confirmed.

The time of verification and account closure/suspension is identical:

23-10-2024, 17:10.

Thank you for the understanding.

Hello

i can see they haven’t answered your question which is so frustrating is there any other way of contacting them as this is already quite a slow process having to wait a week between each reply?

Dear Velobet Casino,

I understand your perspective on the matter. However, the primary concern is that self-excluded players struggling with gambling addiction should not be able to open another account in the first place. In this case, the player asserts that the only differing piece of information between the accounts was the email address, which may change over time and should not be viewed as a deliberate attempt to bypass the casino's security measures.

Given these circumstances, I believe that the player should be refunded for all deposits made on the second account. This resolution would allow us to consider the complaint fully addressed. Also, please, let me know if I understood the situation correctly or if there are any more pieces of information that I am missing.

Thank you for your attention to this matter. I look forward to your response.

Dear Michal,

We regret to inform you that it is not possible to process the full withdrawal. Once the account was identified, it was automatically and permanently closed. Consequently, only the amount from the last deposit is eligible for withdrawal.

While we understand your perspective, we kindly wish to clarify that this approach could affect numerous accounts unrelated to gambling, where only a name and surname match exists. The purpose of verification is to ensure the authenticity of an individual’s identity and accurately identify duplicate accounts.

We sincerely hope for your understanding regarding our approach and remain available for any further clarification you may require.

Best regards,

The account is still open so that’s being dishonest.

Showing that I can still login they also say name match but my date of birth and home address also match. If they are only going to ask for verification upon withdrawal and they then rely on this to find matching accounts how is this responsible gambling as addicts could have spent so much money by then

Dear Velobet Casino,

Could you please confirm if the registration process for new accounts requires only an email address and password? If this is the case, I believe the system may not provide sufficient safeguards for self-excluded players, as they could easily register using a different email address. Furthermore, since identity verification is not required prior to making a deposit, this increases the risk of further financial losses for vulnerable players.

I strongly recommend reviewing and adjusting the registration process to enhance player protection. Implementing additional requirements such as full name, address, and date of birth during registration could help match accounts and prevent circumvention. Alternatively, making identity verification mandatory before the first deposit could also address this issue effectively.

Given these circumstances, I believe the player should be entitled to a refund for deposits made on the secondary account, as the existing measures were insufficient to prevent this situation. The only discrepancy between the accounts appears to be the email address, which is subject to change over time. Can you refund the player their deposits, so we can close this complaint as resolved?

Dear Michal,

Thank you for your advice. During the registration process, users are required to fill in their email and username. Following this, they must provide their full name before they can proceed further. It is not possible for users to make a deposit without completing all the required information.

I believe that since users can register with different email addresses, they may also use different first and last names. No matter how strict we make the registration process, some users may still find ways to circumvent it.

Your conclusion on this case seems to encourage users to follow similar patterns. We have observed several instances where users closed accounts due to gambling addiction, later opened multiple accounts intentionally, and then requested a refund for the funds from their first account. I am concerned that this approach might unintentionally encourage others to misuse the system. If they lose money, they could open another account and intentionally file a complaint to recover their losses. This conclusion could pose significant risks for casinos.

I want to emphasize that we take responsibility for supporting users struggling with gambling addiction and take immediate action to protect them.

Talk about skirting around the issue, I will make sure I screen shot all of this discussion and how velobet are not listening to your independent advise as well as being selfish and only looking after themselves and not considering their responsibility to every addict on every casino review site I can find. This will severely damage their reputation I am so shocked how do they think they protected me exactly. I could have lost more than £800 if I hadn’t asked for the withdrawal. As well as the above please let them know I will not be giving up this fight if they are hoping I will get bored and go away

I am also not requesting a refund from the first account only the second

Dear Velobet Casino,

I appreciate your response. I also appreciate your perspective and fully understand your position. I would like to address a specific point from your previous message:

"I believe that since users can register with different email addresses, they may also use different first and last names. No matter how strict we make the registration process, some users may still find ways to circumvent it."

You are absolutely correct. However, the key distinction in this case is that if a player registers with different first and last names than their real names, the information provided during registration would be fraudulent. As a result, this would disqualify them from any refund, as they would have knowingly circumvented the casino's security measures by submitting false information.

In this instance, the player used identical personal information, with the sole exception of their email address – which, as noted in my previous reply, is subject to change over time. Given this, I must reiterate that the player is entitled to a refund for the deposits made through their second account. I am asking you to reconsider your position in this matter.

Dear Michal,

Thank you for your efforts. We truly appreciate your work. After careful consideration, we have decided to allow the user to withdraw the balance available in their account.

Best regards,

Hello

still no refund showing and only the one deposit refund still showing £70 should be over £800

they are only agreeing to let me have what I had already been told I can have- the very last deposit!!!

they should be refunding over £800 (all deposits)

Dear Velobet Casino,

Can you refund the player all of the amount that they were able to deposit to the account in question? I was under the impression that you were going to reimburse the player in full.

Dear Michal,

As we have already informed you, we only refunded the user's last deposit, which has already been withdrawn.

Best regards,

I haven’t withdrawn a single penny! They are full of lies. So not only have they only refunded one deposit they are saying I’ve withdrawn it which I haven’t. Surly they should now be marked as an irresponsible and fraudulent casino

Dear katiewatts105,

You can withdraw your last deposit. Please make a request.

Best regards

Dear katiewatts105,

Can you confirm for me the amount of your last deposit?

£35

velobet- you keep contradicting yourself and confirming how fraudulent you are you said a few messages ago I had already withdrawn and now saying you can withdrawal. Make your mind up

The last deposit was £35 the balance shows £70 because of free spin wins that I cannot play or withdrawal

Dear katiewatts105,

You can only withdraw this money.

Best regards,

But you should be refunding me over £800 are you saying you won’t? If you don’t I will advertise every where how fraudulent you are and how you do not practise good responsible gambling. It’s quite clearly written in this complaint that casino guru have told you you need to refund me all of those deposits not just one. This will severely dent your reputation and in turn your business

Dear katiewatts105,

I am in contact with a casino representative outside of this thread, I will be informing you of any developments.

Ok thank you

Dear Michael,

Thank you for your patience. I am awaiting a recommendation from the team and will get back to you shortly.

Best regards,

Can someone please inform me of the conversation that’s happening on the other thread please?

So far I have explained the situation to the casino representative and I am waiting for their statement on this matter. I will let you know when any new info comes up.

Dear Michal,

I already sent you all the detailed information and proof of evidence. Could you update this case?

Best regards,

Dear katiewatts105,

I am afraid I will not be able to help you in this case. The evidence I was able to review shows clear differences in the personal details provided for both accounts. You used your middle name in one account, but not in the other. You also provided your date of birth in only one of those accounts. Email addresses and telephone numbers were also different. There were too many differences between the accounts for your claim to be substantiated in this case.

Due to the aforementioned reasons, 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.