Velobet Casino - Player’s account closed due to blacklisted email.

Good day, I have been registered with this casino for several months now, all legally with my personal information.

I've been depositing money and playing more this past month, a total of €645.

Well, all of a sudden last night while I was playing, I tried to deposit again and it gave me an error. Today, I tried to make a switch in payment method, same error and now it's telling me that my email is on a blacklist and I can't play anymore.

If this is usual, they should have informed me at the time of registration, not let me spend €645 and then shut down my account taking advantage of my loss and without a chance to recuperate.

I consulted my lawyer and it seems that if my email is blacklisted, they should not have let me play from the start, and not take advantage of me.

Therefore, I request a refund of the deposits made.

I am attaching how they enabled me to deposit and what they are now sending me.

This is unlawful because if I am blacklisted, they shouldn't have let me register in the first place.

Thank you, I hope you can help me since the chat support is unresponsive.

Dear Xotin35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

• Could you please advise if there are any funds being held by the casino?

If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

If I am on the blacklist I will be on the blacklist today and tomorrow and they don't have to let me play... of course.

Don't allow me to register since I didn't break any rules. What happens is that they only let me enter and when I've lost enough they block me arguing that.

Legally they don't have to let me register if I'm blacklisted.

But they have exposed it to take advantage of it and when I have already deposited a substantial amount for them, they block me and give me no option to recover the money.

I made my first deposit on April 24th or so.

They shouldn't have opened the account for me or they found out yesterday at 12 midnight that it was on the blacklist...

In the terms and conditions of the casinos it says that to close an account there must be a reason.

and if I am on a blacklist due to problems with online gaming, they don't have to let me play.

and they have allowed it

Hi, today they tell me that you can't play from my country... well, they wouldn't have let me register... Check even the address…..

I don't understand anything but well...

I only know that if I can't enter a site and they allow it when I register with my data and everything is real, the problem is not mine, it is the casino's. So I will report them if they don't give me my money back.

WE HAVE ENOUGH PROBLEM WITH HAVING THE VICE OF ONLINE GAMING TO BE SCAMMED LIKE THIS AND WE CAN'T DO ANYTHING.

I hope you can help me

I attach email response.

Hi Xotin35,

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

For future reference, I strongly recommend searching for licensed casinos only through our website to avoid any misunderstandings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

So they allow me to open an account when I have spent €1000, they close it and they are so happy...

No chance to recover or anything. Well, we will report nothing and see what a judge rules.

If I can't play, don't allow it from the first moment.

Hi Xotin35,

As mentioned before, the situation would change if your winnings were held due to your location. However, since the casino isn't holding any funds, we won't pursue this case further.

I wish I could offer more assistance. I regret that we couldn't resolve this matter for you, but please feel free to reach out if you encounter any issues with other casinos in the future. Given the reasons mentioned above, I must now reject this complaint.

Thank you for your understanding.