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I am requesting a refund of all deposits on username: looseloosewin

The reason for this request is I had another account with you sophiemw (verified) and I asked to close this due to a serious gambling addiction you then let me open another account - looseloosewin and verify all the same details and ID and gamble all my money!

I can attach evidence or send it to casino guru personally.

Dear Dopamine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Best regards,

Petronela

Good morning,

I have sent the screen shots for you

Also permanent as stated in their response, so please let me know if you have any further questions.

i also contacted Curacao E-gaming to complain which they responded they don’t have anything to do with them, this leads me to believe they are unlicensed

Is a guru going to reply?

Screenshots from the player:

Hi Dopamine,

Apologies for the delayed response.

• Could you kindly confirm if you previously mentioned a gambling issue as the cause for your self-exclusion?
• Was your initial account successfully verified?
• Did you use identical credentials (first and last name, date of birth) to register your second account?

Thank you.

Good Morning, yes same first and last name and DOB - I know this as they verified my passport on both accounts, and yes I mentioned a serious gambling problem

on the live chat but I don’t have the screenshots unfortunately.

I sent you the emails confirming this to you privately like you asked me to ! Did you receive these ? Also could you hide my email address on the above photo please to prevent personal details being all over the internet

Hi Dopamine,

I want to reassure you that all posts containing any personal details in the screenshots you provided have been marked as sensitive, making them visible to only the involved parties (you, the casino, and us).

• Can you please provide information on when you opened your second account and whether it's still accessible?

Thank you.

I believe this was around the 15th April 2024 as that’s when I can see an email re my deposit…. But my account is blocked so I’m unable to give exact information

Thank you very much, Dopamine, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Why is this so difficult and why am I being passed to about 5 different GURU’s ! Why not invite the casino to respond??????????? This has been on going for weeks now

Hello Dopamine,

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 failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

I have kindly provided you with information regarding this case on Skype and am eagerly awaiting your response.

Best regards,

Dear Dopamine,

I have been informed by the casino that your initial account - somhiemw - was never verified. The KYC procedure never took place and also the birth date was missing. Only your second account - looseloosewin - was verified.

Could you comment on this issue?

That is not true both verified as I made withdrawals on both - also if a casino are not asking for a date of birth surely that in itself is a breach as you must be 18 or over to gamble legally.

Also when you close an account they ask you for full name / dob / email on the live chat, this is rubbish an absolute cop out by the casino to cover up it’s wrong doings

Also just to add I made a GDPR request under EU law to the casino to which they responded "you can see transactions on your account" - however with accounts blocked you can’t I mean what kind of casino is this!

Dear Dopamine,

Would you be able to provide us with an email or any kind of proof that would confirm the verification of your first account - somhiemw?

Michal the casino velobet do NOT send any email confirmation to its customers on successful verification!

Also my username is sophiemw

My suggestion would be they unblock my account so I can look and verify this

Dear Dopamine,

I am in contact with the casino representative outside of this thread. I will let you know with any updates.

Dear Dopamine,

The casino claims that you have made no withdrawals on the first account since a player can not make a withdrawal without verifying the account first.

Could you comment on that? Would you be able to provide us with a proof of withdrawal from the first account?

Michal regardless of all this you can see from many complaints that they literally do this to so many problem gamblers and thrive off this as a company… look at your complaints for velobet, mystake, don bet, cosmo bet their Anjouan licence also prohibits them for activity with UK players yet when you sign up they are still accepting UK players. Look at the licence there should be a geo id block but they abuse it.

Dear Dopamine,

I have to inform you about some discrepancies that I have found in your case. The proof of withdrawal you have sent us is from March 13th, but your first account was created on April 8th. Due to this unshakeable evidence, it is clear that the proof of payment you have provided us does not belong to your account.

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.