Velobet Casino - Player is requesting a deposit refund.

To whom it may concern, I wish to make a complaint and hope you can assist me. I previously asked for my account to be closed as it wasn't fun for me anymore and too addictive. I requested the account to be reopened on the 30th October during an erratic episode. Despite not having my verification verified, and no alerts to set a deposit limit, I spent £4000 in one day which is not normal behaviour. I have a neuro developmental disorder called Autism, and I wasn't in the right frame of mind and incredibly vulnerable. I believe this is unfair allowing me to deposit large amounts without any prompts of how much I was spending while I was currently experiencing a meltdown and lack of control. 

Now I know I have won more than I've lost, but as a gesture of goodwill, I am asking please on this occasion due to my disability and vulnerability, can my deposits on the 30th October be reversed and refunded back to me? 

I would also like to add that due to my disability and impaired capacity, my communication is impaired and by previously asking for my account to be closed as it wasn't fun for me anymore, I believe it shouldn't have been allowed to have been reopened. 

Please help me with this, I am in great need. 

Kind regards,

Dear Esh222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's responsible gambling options and tools but the deposit limit is not one of them. Please understand that casinos cannot apply responsible tools that they do not offer. There aren’t unified regulations that would be applied to all casinos and player protection tools are managed by casinos exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely. 

Have you informed the casino about your gambling problem in the initial account closure request? Could you please forward the account closure request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Hi,

I responded via email, did you get it?

Thanks

Please see latest correspondence via live chat. They refuse to send me the previous chat transcripts, can they even do that?

Thank you for your reply, Esh222. Do I understand correctly that you didn't mention the gambling problem in your account closure request? Could you please advise if you currently have access to your casino account?

I said how I wasn't finding it fun anymore. No I don't currently have access

I apologize, but we could help and ask for a refund if you requested self-exclusion and clearly expressed your gambling problem in the message. Since your account has been blocked, I can only recommend how to request self-exclusion properly next time.

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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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 let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Esh222,

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.