Velobet Casino - Player’s account has been closed and winnings nullified.

I closed my last account (due to gambling addiction) and opened another account using the same personal information: my name, surname, date of birth, address, country, telephone number. I continued to make £350 worth of deposits. Then I won £325 and decided enough was enough and attempted to withdraw. After submitting my passport I was told that as I had an account previously I couldn’t be verified and therefore the winnings are nullified and I could withdraw £40.

Despite my account being closed, your casino allowed me to open another account using the same details, and i was able to use the same payment method to make a deposit. I do not consider this to be proper player protection from the casino's side. Then to only flag this as I want to make a withdrawal.

. I  have since received an email this morning stating:

"Due to our company’s sole decision, your account has been closed permanently and can no longer be reopened.

The company also reserves the right not to inform the player about the reasons for such actions. Kindly ask you to check our terms and conditions, Article 10. 

Bear in mind that the winnings have been nullified, please be informed that you will be able to make a withdrawal request and withdraw your current balance and after that, your account will be closed permanently.

Take into consideration that duplicate accounts are not accepted on our platform.

If you have any other questions or concerns regarding your account information, kindly contact our Support via live chat.

Take into consideration that we are the KYC team, which is responsible for verification purposes.

Have a great day!"

Surely I should be given back my deposits if I cannot withdraw my winnings. Instead £40 is in my account.

I strongly believe that I should be refunded and that your registration process should be enhanced to avoid this situation to give some protection to people that are suffering this horrible addiction.

Hello Helenmryan11,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. Please allow me to ask you a few more question before we would move forward.

• When did you close your first account and when did you open the new one?
• Did you request for self-exclusion or account closure (did you mention gambling addiction?)
• How many times in what sum did you deposit into your second account?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

The account was closed in June via the livechat and gambling addiction was cited as being the problem, i asked them to close my account. I then opened an account on 25th September.

I deposited 8 times. First £10, £50,£30, £50, £40, £20, £100, £50.

Hello Helenmryan11,

Please forward the chat communication (where you requested for self-exclusion) between you and the casino to nikolas.b@casino.guru.

I would like to point out to always preferably use the casino's e-mail support as live chat has limited options with the player's account.

Best regards,

Nick

Hi Nick,

I do not have the live chat transcripts. I have sent all correspondence i have had over email to your email address above.

Dear Helenmryan11,

Unfortunately, without any evidence of your request for self-exclusion due to addiction, we are unable to assist you further with this matter. Based on the information provided thus far, it appears that you have created multiple accounts and are now seeking a refund based on an alleged exclusion.

Please understand that we cannot proceed without actual evidence. If you have any supporting documentation, kindly forward it to nikolas.b@casino.guru. Otherwise, we will be compelled to close the complaint.

I look forward to your response.

Kind regards,

Nick

Dear Helenmryan11,

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.