The player from Italy, after experiencing serious gambling problems, requested to be self-excluded from Mystake Casino and all associated casinos as well. The Velobet Casino refuses to reimburse his deposits. After gathering more information we rejected the player's complaint.
Velobet Casino - Player requests a refund.
Amount: €4,360
Velobet Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Translation
I've had serious gambling problems that led me to lose all my assets within a few months. As a result, I decided to self-exclude from all Curacao casinos. Given that there are thousands of casinos at which I might have risked registering, I sent a request for cross-gambling self-exclusion to every group of casinos in Curacao (Rabidi group, Newera group, Famagousta group, Dama group, Hollycorn group etc.). All these Operators correctly blocked any registration on their casinos. In December 2022, I asked through Mystake Casino for a permanent and indefinite self-exclusion from all casinos of the Santeda group to which Velobet also belongs. I have made this request several times to illustrate that this self-exclusion should be extended to all the casinos in the group. Despite this, on September 1, 2023, I was allowed to open a new gambling account on Velobet, using the very same personal information as my previously self-excluded Mystake account.
The casino refuses to reimburse the deposits despite my clear self-exclusion from their group of casinos.
Moreover, the same regulatory body has strict rules about self-exclusion that the Operator must adhere to
Automatic translation:
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8 months ago
Dear carsix79,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the casino's responsible gambling section and I found this:
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, it’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?
Looking forward to hearing from you.
Best regards,
Tomas
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8 months ago
Translation
I thought I was clear in my complaint and that paragraph of the casino T&Cs you reported has nothing to do with it.
In December 2022 I sent a clear and explicit request for indefinite self-exclusion to the sister casino Mystake in which I specified several times that this self-exclusion had to be extended to all casinos in the group.
It would be useless to self-exclude yourself in one casino if you then have the possibility of registering at a sister casino and this is why I asked for a transversal self-exclusion. Clear?
Below is email correspondence regarding my self-exclusion request on Santeda casinos.
Let me know if you want to be on the right side or the casino side regardless. I have provided you with the evidence of the facts.
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8 months ago
Translation
This is the paragraph on the self-exclusion guidelines that the regulator imposes on casinos under its license. We are talking about ALL the Operator's casinos.
Even more so if my request was specific and repeated on this point!
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8 months ago
Thanks you for your messages, I fully understand your concern.
Unless the casino has the MGA or UK license, there is nothing we can do, because the Curacao authority does not legally bind associated casinos to enforce self-exclusion in all of them.
From the screenshot, it's apparent that only your Mystake account was self-excluded after your request. That means your request for a self-exclusion in Mystake casino is applicable only in Mystake casino.
We believe that the casino must block you only after you request self-exclusion, but in your situation, If you haven't contacted Velobet Casino directly, I am afraid you remained unprotected. In this situation, we won't be able to help you with your request for a refund as we do not solve complaints about self-exclusion from the whole group of casinos.
If you disagree with our opinion you are free to file a complaint directly to the casino's regulatory authority, which is Curacao egaming.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
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