The player from Italy requested self-exclusion from the casino due to gambling issues on October 25, 2024, but did not receive any response or action from the casino, despite multiple follow-ups and proof of the request. After a lengthy discussion with a manager, the player submitted all required evidence but received no refund for their losses amounting to 2633.14 euros from the self-exclusion date. The player seeks urgent resolution and is prepared to escalate the matter legally if necessary.
Velobet Casino - Player’s account has been closed without acknowledgment of self-exclusion.
Amount: €2,600
Velobet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 50m 1s
Case summary
1 hour ago
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14 hours ago
Translation
My name is Stefano, and I have an issue with this site, which is as follows. Due to a gambling problem, I requested self-exclusion by emailing support@velobet.com on October 25, 2024. They never responded to my email. Additionally, they initially claimed in the chat that they never received it! Yesterday, I contacted their support chat more directly and was able to speak with their manager. I explained the seriousness of the situation since, despite my email request for self-exclusion, no one had acted on it. They even claimed that I never sent the email! After a lengthy discussion lasting 2 hours (I am a doctor, so my time is precious, considering I had to go to the hospital for my shift after the conversation), the manager said that an email screenshot sent on October 25, 2024, would suffice as proof. I sent the screenshot, proving that I had submitted the request to their support email on that date due to my gambling issue. To verify, their manager asked me to send an email, upon receiving which they requested another screenshot for confirmation. I promptly sent it. For additional security, they asked me to reply to their email to ensure I was receiving their emails, which I did, sending a screenshot in return. The manager acknowledged that they had problems receiving my email, proving both the existence of my email, as I had forwarded and sent visual proof through a live chat screenshot, and that the issue was on their end since I could receive emails. Ultimately, I have retained all evidence and sent everything required, asking for a refund of the amounts spent (which I calculated today after my work shift to be 2633.14 euros from October 25 to November 3, 2024), as I had legitimately requested self-exclusion, and they should have blocked my access altogether after October 25, 2024, as per my email request for self-exclusion due to gambling problems.
Where should I go from here? I wrote to their chat support again, and they told me to wait, which is fine, hoping I receive their email. However, their rude and abrupt operator even had the nerve, given the seriousness of the situation, to claim that if I wrote to their chat support again, it would be considered spam!
This is unacceptable, considering how they've treated me, ignoring both the situation and my email. Had I not spent 2 hours contacting them yesterday, they would have just ignored it!
I am asking you to prompt a response from VELOBET.COM because, honestly, I refuse to be taken advantage of by a casino/betting site, both as a man and as a doctor. Ultimately, it's a matter of principle, and I know I'm in the right. As requested by their manager, I provided everything—email screenshots from October 25, 2024, requesting self-exclusion due to gambling, and I even resent the email to their support@velobet.com without receiving any response.
If I do not receive a refund given the unpleasant situation where I'm clearly in the right, having submitted everything they requested, I will reach out not only to you but also to my consumer rights association here in Italy, file a complaint with the postal police, and consult with my lawyer.
Considering the seriousness of this situation, I do not want to be taken advantage of, and I just want the refund I'm rightfully owed for the aforementioned reasons. I kindly ask you to prompt VELOBET.COM to respond via email and address my post here. Thank you.
Automatic translation:
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1 hour ago
Dear oets911,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Independent exclusion
You may want to cut yourself off from gambling for a longer period of time. Contact our customer support team at any time via official email and request to be banned for a period of 6 months to 5 years. A self-excluded account can be reopened prematurely; however, if the situation is more serious (health and/or mental health problems), let us know and our staff will act accordingly.
However, it can be difficult to determine whether a person's gambling has become problematic. If you have any problems with gambling, please mention it when closing the account so that our staff can act responsibly.
Could you please forward the self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Do you currently have access to your casino account?
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
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1 hour ago
Translation
Good morning Cristina, I can certainly send you by email, the email I sent to velobet.com to their address even the chats I saved
I currently do not have access to the account because after having written to them as stated 2 days ago they then deactivated my profile
I am now sending you to your email both my request for self-exclusion and the communications that took place between me and velobet.com
thank you
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56 minutes ago
Translation
Hello, as stated above, I have already sent you the communications and above all the screenshot of the email sent to velobet.com on 25 October 2024
tell me if it's ok thank you very much
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41 minutes ago
Translation
Cristina I also forwarded the original email I wrote on October 25, 2024 to request self-exclusion from velobet.com to their email to which as stated above I had not received any response and consequently no self-exclusion and so I was then able to both access and spend money until November 3, 2024, the date on which as stated I then after a good 2 hours of time in live chat assistance they then blocked my account at my request
I basically forwarded her everything, both the communication that took place between me and velobet.com and I forwarded her the screenshot sent to them which according to their manager is proof of sending the email and I also forwarded her the original email that I sent to velobet.com to their email address on October 25, 2024 to request self-exclusion and as stated I did not get any response and as stated then on November 3, 2024 their manager said that they had problems receiving it because if they write to me I do not always receive the emails but on November 3, 2024 I received their email sent to me by their manager to check if the emails from them reached me but the problem is theirs i.e. if I write to they claim that my emails NEVER arrived
but as said and above all verified by their manager in person, after 2 hours in chat assistance I demonstrated by sending any test screenshot requested by them the veracity of what I claimed, that is, that on 25 October 2024, an email was sent from my email address at 20:16 Italian time to their email address my request for self-exclusion to which I received no response
for this reason I request a refund of the sums spent by me from that date i.e. from 25 October 2024 to 3 November 2024 when finally (after 2 hours of live chat assistance) they deactivated my account
I await your response
Best regards
Automatic translation:
Casino Guru is examining the case
