Hello everyone,
I need advice regarding violating self-exclusion and chargeback options. Here is my situation:
Self-exclusion: On June 19, 2026, I officially requested permanent self-exclusion due to severe gambling addiction on Velobet using my verified identity (KYC documents). My request was accepted and confirmed.
Violations by sister sites: Both Goldenbet and Cosmobet allowed me to register with my real details and deposit money, even though they are operated by the exact same parent company — Santeda International BV
Payment Masking: When checking bank statements at ČSOB, all card deposits were charged under completely unrelated third-party merchant names (e.g. nexgam3, creski3, arnggc, elegro.eu). The Compliance Officer at Goldenbet confirmed to me in writing that they use third-party processors with unknown descriptions.
Current status: Goldenbet Compliance rejected my refund request, claiming that each website operates independently.
Do Velobet, Goldenbet and Cosmobet legally fall under one operator (Santeda International BV) with a shared duty of care for self-excluded players?
Am I in a strong position to resolve this through Casino Guru / Curaçao GCB, or should I go straight to the bank chargeback route through ČSOB (Visa/Mastercard) based on operator error and masking of payments?
thank you in advance
