Velobet Casino - Player from UK complains about irresponsible gambling policies.

This casino, along with its sister sites have had me so many times over the years due to their lack of responsible gambling. This one in particular does not respond to emails. They don’t send a verification email which is needed for account verification. The live chat button is not an active one. Therefore there is noway to contact, meaning zero responsible gambling tools. I’ve had accounts with mystake, goldenbet and rolletto. I’ve requested exclusion from all of them, yet they allow to keep making more accounts using exact same details. Velobet is a complete scam and somehow slightly different. The charges from my bank account are to multiple different places. There’s noway to stop myself during a lapse from going on it because they do nothing but take my money. Im trying to help myself but how can I when these companies target me with ‘not on gam-stop’ texts and emails! I’m so sick of scammers preying on my addiction. Also says they don’t accept players from the uk which they do, they just don’t pay them. I want my money back that has been deposited to this site due to santeda international bv (owners of all the sites) being fully aware of my addiction and continuing to target me.

Dear Victory,

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 the 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

I’ve emailed all the information asked for. Thankyou

Thank you, Victory, for your emails. Unfortunately, I haven't found any relevant communication between you and the Velobet Casino.

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.

I would like to add that I also have a gambling block on my bank card. The fact they are using multiple different company names for deposits just shows deception to me.

this is one of the companies on my bank, it’s an art company. Some of the other companies I’ve searched are to do with digital art. If this was a legitimate site my bank would have blocked the transactions, but they use other platforms so it doesn’t look like gambling.

Thank you, Victory, for CCing me on your self-exclusion request sent to Velobet Casino on the 18th of September. Please let me know when your account will be closed.

They have closed it. I’m guessing they saw casino guru was cc on the email

Excellent news! Your account has been successfully closed, and we are pleased to mark this complaint as resolved. However, as we did not receive any supporting evidence indicating that you previously requested self-exclusion from this particular casino, I will be adjusting the disputed amount from £157 to £0, as you are not eligible for any refund.

Thank you very much, Victory, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru