HomeComplaintsVelobet Casino - Player complains about lack of responsible gambling measures.

Velobet Casino - Player complains about lack of responsible gambling measures.

Amount: £2,670

Velobet Casino
Safety Index:High
Submitted: 19 May 2024 | Case closed : 05 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from the United Kingdom claimed the casino failed to protect her as a problematic gambler. Despite previously closing an account with a sister site because of her gambling problem, she was able to deposit £2670 within 24 hours at this casino without any checks being made. We requested further information from the player, including whether she had contacted the casino directly, but she did not respond. Consequently, the complaint was rejected due to lack of cooperation from the player.

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6 months ago

I opened my account with this casino on 17th May I was able to deposit £2670 within less than 24 hours. The casino failed to protect me, no one reached out to me to check if I was comfortable with the amount I was depositing. I already closed an account with their sister site goldenbet due to being a problematic gambler but they have allowed me to open a new account with all my details.


There was no due care given by the casino and due to the negligence I an facing financial difficulty and mental health issues.

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6 months ago

Dear Gaz8087,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:

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.


Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. 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 have requested a self-exclusion from Velobet Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

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6 months ago

No I have not informed them. They are aware now but allowed me to open another account with all my details

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6 months ago

Thank you for your reply, Gaz8087. Could you please advise if you have access to your casino account?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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5 months ago

Dear Gaz8087,

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.

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5 months ago

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.

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