Velobet Casino - Player claims irresponsible gambling promotion by multiple sites.

Hi all, I’ve suffered from a gambling addiction since halfway through last year, I did manage to stop gambling for a while until I discovered Santedas BV casinos, which bypassed my gamstop block and banks casino blocks.

I started playing on one of their casinos I believe it was goldenbet to start of with, I lost around £5500 on that in one day. And thought it was the end of it, I emailed and had the account shut down for gambling addiciton reasons, I also explicitly asked that no more accounts under my email address should ever be allowed to be created across the whole santeda group.

I thought that was the end of it, until I got the urge again and figured I’d see if I could make an account on another santeda casino, to my surprise I could, and have since then lost well over £10000 more across the others, I was able to make accounts on, freshbet, velobet, donbet, rolletto and cosmobet. All these other casinos are operated by santeda, they all use the same systems of verification. I’ve always used the same email for each of them, and most of them bar freshbet I used the exact same username.

Each time I lost big on one casino I would always shut the account over gambling addiction reasons and would always be emailed back saying it was closed.

I believe this is massively irresponsible gambling, Santeda knew I was gambling under a new account and turned a blind eye to what I was doing. This could all have been prevented if Santeda had blocked me the first time round.

Dear danny7894,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi there thanks for the swift reply, yes indeed I did, multiple times I told them I had a problem and to never open my account again, sending the screens shots over now, they'll be original so you can see what email I used.

Many thanks

Hi danny7894,

Thank you for the forwarded emails. I noticed that the only email that you sent directly to Velobet in November 2023 was addressed to kyc@velobet.com.

• Did you submit any self-exclusion requests to the correct email address, support@velobet.com, or explore alternative channels (such as live chat) to address your issue when your account wasn't closed?

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, when I sent that email back in November, the account was promptly shut shortly after so it shows they still accepted this form of communication, should I ask for confirmation the exact date the account was shut down?

Hi danny7894,

It's important to note that your previous self-exclusion in another online casino is not directly relevant to this particular case.

According to the casino's terms and conditions and our recommendations to all players, if you wish to self-exclude from a specific casino, you must directly contact that particular casino. Relying on self-exclusion measures from a different casino, even if you suspect a connection between them, is not considered sufficient.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi no problem, please close this thread

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.