Velobet Casino - general discussion (page 26)

Hi Radka,

I'm leaving a message here because for some reason the people who review the customer complaints are pretty much uncontactable. I'm the husband of majestic twin. I've put a complaint in about Velobet and their blatant failed policies regarding my self-exclusion.

https://casino.guru/complaints/velobet-casino-player-claims-self-exclusion-was-ignored

I filed my complaint on May 14th. By the time someone at Casino Guru has finally looked at it, they are saying they can't investigate because more than six months have passed since Velobet closed my account. But six months hadn't passed. Looking at my emails, Velobet didn't close my account until sometime between Nov 20th-27th. Exact detail I'm not sure but my account wasn't closed and I hadn't had a final response (or much of a response really) from Velobet until a little time later as at that point they were just investigating.

So my complaint isn't over six months? I don't know why I've been sent "Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively."

But it wasn't six months ago when I filed? I mean it probably still isn't over six months ago since I got a final response. It's literally just turned six months this week since they closed my account?

Can you please help me here? I just want my case to be looked at, which I believe should be because it's not been six months when I filed. There's no reason to call this a cold case when I have all the details and evidence.

Is anyone able to get back to me about this please? It's objectively not been six months between account closure/incident/complaint vs when I filed?

Can somebody please look at this?

Hello, thank you for reaching out. Sadly, I have no way to ask the mediators to somehow reflect on the complaints that have been decided. In that perspective they are unreachable even to me. The official way is to send an email to the former resolver or to use the reopen button.

Even though I'm sorry to say this, I'm in no position to search for what made the team decide that the matter is a closed or cold case. Can you kindly send an email to Attila or use the reopen button if that option is still available? Provide those evidences you mentioned just right with the reopen request; it's the best option I have.

I've emailed Attila but had no reply. I tried the re-open button and said I was happy to provide evidence it was before the six month mark but they didn't respond.

I understand Casino Guru always trying to protect these casinos because of the affiliate deals but I've done everything correctly here in submitting this complaint. It's clearly not a cold case. And the resolver should look at the evidence because it's before six months. The casino won't even dispute that.

Can Attila please respond here or to my emails so I can send the evidence over?

I sadly have no insights on this. For example, based on some other players' approaches, sending emails saying I can prove something without actually doing so very likely results in silence. That's my experience, if you know what I aim to say.

Not sure whether it plays any role, but the majority of the team has been off work during the last week, so perhaps it's still a delay. In any case, does your complaint allow the reopen button? I would use it and upload all the evidence at once. It should be an automatic process, hence the best shot.

Attila cannot respond on the forum; this is not how it works. I'm sorry.

I did press the button and there was no way to attach evidence (that I could see anyway) and Attila just closed the complaint without reading it seemingly. I have emailed with evidence but not heard back. I can't ever seem to get an email from Casino Guru staff.

I see; if I may say one thing, though, I personally see a reason why the complaint was closed the way it was even without asking further. Please follow my thoughts and let me know if I have understood the problem correctly.

You said you had an account active back in 2025 and had a few phone calls with the VIP manager back then. You seemed to request account closure by phone, with no other attempts made (that's what I concluded from your posts). At the same time, you mentioned that phone requests were not among the official steps. Therefore, this could explain why the account could still be open and why the complaint was closed. The problem is that the first thing the players must prove is that they followed the official self-exclusion procedures, preferably not longer than 6 months in the past. I understand I could have gotten that wrong, but it's how I understand the matter described in the complaint. In any case, I'll try to obtain more details and let you know if I come across something.

I've got quite a straight lead, though. Did you also say you cannot access your casino account since November 2025? If this is correct information, it has been more than 6 months, and we sadly have no way to challenge the casino with this situation, just as stated in the complaint.

It wasn't six months when I filed the complaint. I had access to the account until at least November 25th (it may well have been into December as the complaint was ongoing some time as Santeda delayed and delayed. But November 25th I still had access and my issue started to be addressed)

I filed the complaint with Casino Guru on May 14th. The six months deadline would not have been until May 25th? I filed in time for an investigation?

Thank you for the follow-up; based on Attila's explanation in the complaint, I'd say the answer is as presented. The deadline depends on each case context. That's also the reason why I mentioned the specific parts of the complaint and the questions raised. Given the circumstances you described in the complaint and based on what you wrote in your reopen request per email, it was once more considered a cold case—the matter is older than 6 months. Just as you mentioned, your account had been closed for more than six months. That's what I was told.

But I guess it does not matter now, because meanwhile you created a new request, which is beyond the scope for now. I'll leave that to the mediators.

Thank you for this conversation.