The player from Bavaria struggled with gambling addiction and had requested the casino to close their account, but received no response. Since making the requests, they lost another 3000 Euros. We determined that the casino closed the account within a reasonable time frame after receiving the self-exclusion request, considering the weekend delay. Therefore, a refund was not deemed justified. The player was advised to use our Self-Exclusion Assistance Tool and seek professional help for gambling addiction.
Velobet Casino - Player’s account closure request has been ignored.
Amount: €3,000
Velobet Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Hello Everyone,
I am really struggling with a gambling addiction and have completely lost control of my gambling behavior. I have sent 2 emails to the casino requesting them to close my account due to my addiction, but there has been no response.
Since sending those emails, I have lost another 3000 Euros and I cannot stop.
Please help me.
Best regards,
Automatic translation:
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5 months ago
Dear Blerko,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the self-exclusion 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.
Could you please forward me the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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5 months ago
Translation
Hello dear Christine,
I only received a reply today saying that the account had been closed. I think that's unfair; it was deliberately delayed.
I will be happy to forward the emails to you.
Best regards
Blerim
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5 months ago
Thanks for your emails, Blerko. Unfortunately, some casinos do not offer 24/7 customer support, and/or it is not possible for them to immediately check all received emails. You sent the request on Friday and your account was closed on Monday. Considering that there was a weekend between these days, we believe that the casino closed your account in a reasonable time, therefore we don't think you are entitled to a refund.
I understand that this is not ideal, and in a perfect world each self-exclusion request would be processed right away, but not all casinos are able to do so. I apologize, but there is not much we can do about it.
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 very much for your understanding.
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5 months ago
Translation
Well, July 12th was a working Friday and I sent the email early in the morning.
I don't think they didn't see it, and I feel like they're making it a little bit easy for them.
This is all conscious!
But if they think it's OK, there's nothing I can do.
lg
Blerim
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5 months ago
I understand your point of view, but our hands are tied. We don't think that your complaint is unjustified, we just are not in a position to ask for a refund. However, you can always try contacting the licensing authority as they have more options and tools to help in cases like this.
Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Also, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
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 any issues with this or any other casino in the future.
