Velobet Casino - Player complains about inadequate safeguarding measures.

I would like to raise a complaint against velobet for not having adequate safe guarding measures in place. I registered in Gamstop but then found I could still open an account with velobet. My gambling times are always late at night when I’ve had a drink. I have spent thousands of pounds with them in recent months - with close to £2500 in one night last week. Two days ago I won £3400. I asked to withdraw it but they required a photo of my bank card. I sent it first thing in the morning but had nothing back. I ended up staking the £3400 plus another £1200 out of my bank in multiple deposits to try and chase it back. I believe they should have noticed what was happening and stopped any further transactions.

Dear grez66apple,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Please understand that Velobet Casino operates with a license issued by Comoros. It is not licensed by UKGC which means that it does not have access to the GAMSTOP register. UKGC license is necessary only for those casinos that want to operate in the UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC. 

Moreover, when you request a withdrawal for the first time, it is necessary to verify your identity by submitting your ID, proof of address, and proof of payment. Verification of these documents might take several working days. It's important to be patient and wait for this process to be completed. I understand how frustrating the waiting period can be and how tempting it might be to reverse your withdrawal request and continue playing. However, it is the player's responsibility to manage these urges. The casino is not obligated to implement additional restrictions to prevent the customer from playing.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link: https://casino.guru/problem-gambling-help-centers#cnt_87=true

If you lost all your balance playing, I am sorry but we are unable to help you. Please let me know if there is anything else we can assist you with. Thank you for your understanding.

Best regards

Veronika

Dear grez66apple,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.