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.