Velobet Casino - Player allowed to deposit despite self-exclusion.

I was able to open an account and deposit with Velobet in November 2023, despite being excluded from Mystake casino. I haf asked Mystake for a self exclusion due to addiction in May 2023. I can see these are both owned by the same company with the same licence number. This should not have been allowed, and is irresponsible of them.

Dear Angie90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their standpoint, but, before we will do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise if you ever informed this specific casino about your gambling problem?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi, yes I made it very clear to them I had a gambling addiction. I will forward further emails to that address, thankyou.

Screenshot from the player:

Thank you, Angie90, for your email. I acknowledge the closure of your previous casino account. However, have you communicated your desire for exclusion to Velobet Casino as well? It's important to note that self-exclusion from one casino doesn't automatically extend to other sites.

I have checked the Responsible Gambling section on the website and this is what I found (here):

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.

• Have you sent any self-exclusion requests to support@velobet.com?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Velobet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@velobet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Hi,

I asked for self exclusion from Velobet after I had made deposits. Surely if the site manages both casinos, a self exclusion should run across both once excluded? During live chat they even mentioned Mystake so clearly they are using the same live chat across both casinos and should have easily identified myself as a self excluded player.

Screenshot from player:

I completely grasp your perspective, Angie90. It seems logical that if a single company oversees live chats in both casinos, they should also share player databases. However, this assumption doesn't necessarily hold true. Each casino maintains its own distinct player database. Even if one might assume a connection between the casinos and expect a unified self-exclusion process, the reality is that players are required to self-exclude from each casino separately. While it would be ideal for things to work differently, rules are rules. If you haven't informed this particular casino about your gambling issue, unfortunately, there's not much we can do to assist you.

Dear Angie90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Well known trusted casino's, self exclusion run across all to protect the player. I don't understand how this can happen. Really not protecting the players at all.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.