Velobet Casino - Casino Reopened Player's Self-Excluded Account.

On February 25, 2024, I closed my account due to gambling addiction and made this known to the casino, who responded by closing my account that same afternoon via an email. However, on February 26, 2024, they opened another account for me using the same personal information: my name, surname, date of birth, address, country, telephone number, and the same bank account for deposits. They allowed me to deposit and continue gambling without asking for any bonus. This greatly devastated my life to the point of almost leading me to suicide, as I felt powerless to prevent them from opening accounts in my name despite suffering from a gambling addiction.

Matej has confirmed that I should re-file the complaint and have them reopen it. I'm sending his email, thank you very much.

Hello vicente2013,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. As you have been in touch with Matej (matej@casino.guru) earlier regarding this issue, the complaint will be now forwarded to him.

Wish you best luck resolving it.

Regards,

Nick

Hello vicente2013,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej,

I have already sent you the information regarding this case.

Best regards,

Dear Velobet Casino representative,

As I wrote on Skype, we do not believe that you protect vicente2013 enough.

If you check what gambling addiction means you would most likelly find this or similar definition: People with a gambling addiction can't control their urge to gamble, even if they are losing a lot of money. They are willing to risk something of value in the hope that the reward will be more valuable.

Gambling addiction can seriously affect all areas of life.

When a player informs a casino about their gambling addiction, the casino should ensure that the player is no longer able to play in that casino. Despite vicente2013's account being closed, the casino allowed him to open another account using the same details, and he was able to use the same payment method to make a deposit. We do not consider this to be proper player protection from the casino's side.

Dear Matej,

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

Best regards,

After asking velobet.com to close my account due to gambling addiction and for this reason they closed it, the next day I was able to open another one with my same personal information and deposit with the same bank account, I realized that I would never be able to get out of this illness because casinos like velobet.com prevented me from doing so by opening all the doors and facilities for me to continue playing, knowing my gambling addiction problem clearly, to take advantage of my illness, which led me to attempt suicide.

Dear Velobet Casino representative,

As discussed during our Skype conversation, players with a gambling problem should be protected. In most casinos, it is impossible for a self-excluded player to create a duplicate account using the same details that were previously excluded.

We strongly believe that the player should be refunded and that your registration process should be enhanced to avoid this situation.

Dear Matej,

We are eagerly awaiting your response on Skype.

Best regards,

It is extremely serious that velobet.com as a casino and company dedicated to the gaming sector ignores the very serious damage caused to people with

gambling addiction being fully aware of this disease.

Dear Velobet Casino representative,

As I already explained to you (and sent many similar cases), we in Casino.guru take player protection very seriously. Based on our standards, you clearly failed and we believe that the vicente2013 should be refunded.

In addition to this, I would strongly recommend you to update your registration procedure in the way I described to you on Skype.

Dear Matej,

We are eagerly awaiting your response on Skype.

Best regards,

This is the behavior of these types of casinos who laugh at Matej, casino guru and his players who care 0.

Hello vicente2013,

Can you please share an ID, username, or email for your second account identification?

Thanks.

Dear Velobet Casino representative,

I would like to highlight that nothing changed on our position. 

In cases where a player admits gambling addiction, the casino should make sure that such a player will not be able to create another account. In such cases, there is a simple logic where we are on the side of the player, if such a player used true personal details during a registration of his multiple account.

Dear Matej,

We are eagerly awaiting your response on Skype.

Best regards,

All the messages from the casino are being transferred to the investigation that has been opened and will soon be contributed to the lawsuit. It is evident that they do not give explanations or clarify anything at all, they are always the same.

Dear Matej,

We have finally made a decision, and our decision is to refund the money from the second account. Thank you again for your cooperation and help. We will also discuss with our team to fix this process to avoid similar problems in the future and will update you accordingly.

Best regards,

They assume their guilt and plead guilty but do not repair the damage, this is their way of acting.

They will do it.

Dear vicente2013,

The casino has acknowledged the error and is rectifying it by refunding the deposits from the second account. This is our standard protocol for resolving such issues. If you feel that the casino should address any additional matters, please specify them along with the reasons for your request.

The casino recognizes the error of the wrong it has done for a long time, even playing with people's lives, but it does not pay fairly for it nor does it lower its security index. I do NOT agree and its degree of guilt satisfies me to continue my I walk before justice because my life was at stake

I will continue fighting for injustices.

Thanks Matej

Thanks Matej for everything.

Dear vicente2013,

Could you please confirm if the casino has refunded your deposits from the second account?

No, it hasn't and it won't, this type of casino deceives everyone.

Dear Vicente2013,

We will refund the money from the second account. Our team will write to you.

Best regards,

They will have to pay for the damage caused at times to a person's life as they assume and plead guilty.

When a casino acts badly and in bad faith by having information, it does so on the first account, second account or all of them.

Therefore, once again I reiterate my infinite gratitude Matej for your dedication to this case and that you get them to recognize that they acted wrong but I do not agree with the resolution of the case and they must pay for their mistakes again, thank you Matej.

As I already assumed and it is not difficult to predict in this type of illegal casinos, no one has contacted me to date for refunds. I sent Matej the message of the communication they had with me, it was very clear that they would not assume anything, neither their illegalities nor their responsibilities, although I already have proof that they recognize it and lie about everything, players, please be very careful here, again, thank you very much Matej. Everything is very helpful for future actions. The only thing I still don't understand is the security index that surprises everyone in this gaming sector that I am in direct contact with. On the other hand, they are advising me so that this does not remain like this and I do not There will be a person's life that could end and a life is worth more than everything velobet com.

Dear Vicente2013,

You are writing here like the casino has responsibility for your personal failures.

The casino admitted that their registration system didn't work correctly and they should refund your deposits from the second account.

This is only because you admitted gambling addiction and ask the casino to self-exclude you.

The only what the casino can and will do in this case is refunding your deposits from the second account.

First, the casino has not refunded me anything, no second account or any, everything is a lie and you have the email they sent me, they are not going to refund me anything, you have the email they sent me, I have sent it to you, second, they assume their mistake without changing at all. nothing here nothing has happened that is not personal failure it is taking advantage of the lives of sick people that is the true responsibility of the casino and that is a crime all over the world.

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3. Identity verification after registration

Online casinos are obliged to verify the identity of the person who registers at the casino as a measure to protect minors, avoid identity theft and deny access to vulnerable people, such as those registered in the register game.

Dear Vicente2013,

You are eligible to withdraw money from the second account.

Best regards,

Dear velobet.com casino, your mistake was about to cost me my life and I do not accept your resolution of the case. It seems to me that it totally benefits the casino in a very serious matter. I will continue fighting.

On the other hand, I hope that by assuming a mistake as serious as taking advantage of a vulnerable player, your safety index will drop a lot here, thank you very much

Dear Vicente2013,

In most jurisdictions, self-exclusion functions in a way that, upon self-exclusion, the casino guarantees that the player cannot deposit any further money in the casino. If the casino fails to enforce this, they bear financial responsibility. (this does not apply when the player uses altered details or is actively trying to bypass the blocking)

Essentially, a self-excluded player is prohibited from both losing and winning in the casino from which they self-excluded.

The casino does not hold any other forms of liability.

Therefore, you are entitled to a full refund of your second account but nothing beyond that.

Dear Matej, thank you again for having demonstrated with evidence that casino velobet.com takes advantage of vulnerable people, but its safety index remains the same.

I have every right in the world to disagree with the resolution because no one understands what it feels like when you can't take it anymore and report it to a velobet.com casino.

that you want to close your account due to gambling addiction and you open another account with your same personal data and you no longer see a way out and as a result of the addiction and the desire to continue playing, the world is coming upon you and you so badly want to take your life and end it However, the casino is responsible for that and for me it cannot end like this. They are only going to change and they will refund the second account, no, this is not how it works and I have every right to go and I will do so to all the levels in the world that correspond because he could have been a minor and they would have played with his life anyway without caring. nothing.

Nor do any verification while they continue making money and they don't care where it comes from.

Casinos that accept players from a jurisdiction must abide by those laws of that same jurisdiction if they are not operating illegally.

and we are talking February 2024 Check.

They must lower the safety index, the hole they have has been proven and the damage has already been done. A large and exemplary sanction must be imposed on them because the consequences could have been tragic and they must recognize how they have already done it in part by wanting to be content with the reimbursement of the second account publicly and in the appropriate places where they are publicized and then these cases happen, the damage they do and can do to vulnerable people having been perfectly informed about it, that is why I will go as far as I have to go, whether I am lucky or not but I'm sure what happens will be known once I finish here, thank you.

Dear Vicente2013,

Could you please tell me where the casino made a mistake and how you believe that they should be punished? And based on which grounds?

Are you really asking me this?

Why do they want to refund me for the second account because there was no error?

You have carried out the case very well with the evidence that I sent you and you handled it, by wanting to reimburse me the money I suppose they assume their mistake for which you ask.

I think 1-They should be penalized a lot economically and I repeat once again since there is no control they could be minor and almost cost a life although it seems that this matters little to everyone

2-The error should be published, especially in the places where it is advertised, and there was a very serious error that could have cost LIVES, I repeat, so that it does not happen to anyone else.

3-I don't understand how, assuming the very serious error, the same security index continues in casino guru, I don't understand it.

If you share this and you cannot help me anymore, I understand it and I am very grateful Matej because you have managed to make them accept their serious mistake so that I can take other steps with this complaint but now they do nothing and nothing has happened here and that cannot be, I will go as far as I need to, no matter what it costs me. They have made me lose everything and almost my life too. Thank you.

Dear Vicente2013,

I'm sorry if I misunderstood, but you mentioned admitting to a gambling addiction and self-excluding yourself. Subsequently, you opened a new account and deposited €10. 

Are you now suggesting that because the casino allowed you to lose this €10, it nearly cost you your life, and therefore the casino should be held accountable? Have I grasped the situation correctly, or is there more to it that I may have overlooked?

Aaaaa that's the topic, you've finally brought it up. It seems to me that you have no idea what an addition to the game is, it doesn't matter that after informing them that you want to exclude yourself due to gambling addiction, you play 10 cents than 10 euros or 100 velobet.com When you open another account again with your same personal data KNOWING THAT YOU ARE ADDICTED TO THE GAME velobet.com has no responsibility, right? Because I have deposited 10 euros and that is not worth losing your life, you have no idea what the feeling is when You see that they can play with your life whenever and however they want. In any case, I repeat that thanks to you they have recognized their responsibility, which is still not varied in the security index, something that I still do not understand.

and it's not the 10 euros, it's the fact that they allow you to continue ruining your life, knowing perfectly well that you have problems. Maybe they have every right to take advantage of sick players, for them, the better, but I'm so surprised by the favorable publicity despite that and I'll stay longer. Don't worry when competent authorities confirm to me that they have every right to take advantage of vulnerable people, knowing perfectly well whether it's 10 cents, 10 euros, 100 euros or 1000 or whatever they want because I could have deposited 10 or 100000 without any control if I was 10 or 20 but that's not the case. It matters, I don't understand many things but I will do everything I can to make things fair and legal.

I think I'm the one who's overlooking something.

But I believe that everyone has the right to defend their position and I also have the right to defend mine regardless of the money. This is because they were perfectly informed and for me it could have had very tragic consequences although for others this is insignificant.

Thank you again Matej.

Dear Vicente2013,

I understand that a gambling problem is very serious. But please understand that the casino holds only financial liability, in this case €10. If you lose on your second account €1000000, it would be €1000000.

I will give you an example:

If a person addicted to alcohol goes to the bar and explains his situation to the bartender - that he can't drink any alcoholic drinks. However, the next day he comes there again and the same bartender serves him alcoholic drinks, he can maybe blame the bartender for what those drinks caused him that night, but hardly he can blame the bartender for his destroyed liver after years of drinking. The same logic applies in your case.

If you still need assistance, I recommend checking out:

https://casino.guru/problem-gambling and https://casino.guru/problem-gambling-help-centers

Could you please confirm if the casino refunded you €10, so that I can close the case?

The casino has not refunded me anything

If the waiter gives him alcohol again after telling him that he is an alcoholic, he has full responsibility for the social and criminal outcome and guilt for what happens.

Close it when you think appropriate. I am not satisfied with the resolution and I am waiting for the resolution to sue. Thanks to you, I will do so with the evidence in this complaint, from them, and all the evidence that I have, the truth is, others that have been sent to me. more players

thanks again Matej.

Dear casino representative, could you kindly refund Vicente2013's €10?

Dear Vicente2013,

Our team sent you an email immediately when the decision was made, and you can withdraw your money at any time.

Matej, thank you again for your cooperation.

Best regards,

I refer to my previous comment, thank you.

They only answer this, they don't answer why they take advantage of vulnerable players, they don't answer why?

I really hope that the safety index of velobet.com drops a lot in casino guru because they admit their mistake of opening accounts for players with gambling addiction by wanting to refund the money for their mistake, they assume their fault even though it could have been a minor I suppose that the fault would be of the minor of course it is very serious but very serious for it to be taken this way so this will be looked at with a magnifying glass I also assure it.

Thanks again.

They know that although velobet.com will push me to suicide by opening an account even if I had not deposited anything, it is a lot of damage, a lot of damage and only those who treated me those days know it and what I also have to prove.

Dear Velobet Casino representative,

If a person struggling with gambling addiction is refunded by the casino, the money should be sent directly to the player or steps should be taken to prevent them from using it for further gambling. Placing the funds in the player's account and assuming they will withdraw them is a risky assumption - addicted players are likely to use the money for gambling, leading to the need for another refund by the casino.

Individuals dealing with gambling addiction explicitly express the need to not be able to play in order to avoid losing all their funds, this casino should honor and safeguard.

Could you please confirm that you ensure the refunded money cannot be utilized for gambling purposes?

You have said it all and very well said, it is more of the same Matej, the lawyers were on this topic since I did not want to take out, everything has been said about velobet.com and for my part there is nothing more to say, I only have to act a lot thank you.

Dear Matej,

The user can only withdraw money from their account, and all other functions are blocked.

Thanks,

I'm sorry, the risk is very big and unnecessary.

Dear casino representative,

Thank you for the confirmation. We now consider this complaint resolved.

Dear Vicente2013,

It is your right to seek legal help. However, if you win this case, you would be the first one to do so. Nevertheless, it is your right to try.