Question Violation of self-exclusion across Santeda International BV brands (Velobet, Goldenbet, Cosmobet)

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

Hi, I have to say the answer here is quite complicated, much like the issue of gambling addiction itself. I’m sorry to hear what you’re going through.

One thing to bear in mind is that chargebacks generally go against online casinos’ terms and conditions. Going down that route could mean having your accounts closed, potentially even at other reputable casinos. And that’s where the paradox comes in. Ideally, you wouldn’t gamble at all, of course, but unfortunately, it isn’t that simple for many people struggling with addiction.

Having accounts closed because of a chargeback might therefore sound like a benefit. My concern, though, is that if you end up gambling again, you could find yourself turning to riskier casinos, where gambling addiction and player protection may be taken less seriously. I wouldn’t assume that information about a chargeback will automatically be shared with other casinos, but it’s a potential consequence worth considering.

Another important point is that self-exclusion at one casino doesn’t necessarily mean exclusion across the whole group. The scope may depend on the applicable rules, the casinos’ self-exclusion policies, or what was specifically agreed with you. That’s why it helps to have the exact wording of your request and their confirmation saved, ideally as emails or screenshots.

We can go through the details together here on the forum if you’d like.