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
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Case opened
Current status
Waiting for Casino Guru to reply
4d 22h 45m 0s
Case summary
2 days ago
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2 weeks 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.
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2 weeks 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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2 weeks ago
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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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2 weeks ago
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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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2 weeks ago
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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
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2 weeks ago
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Good morning, I wanted to know if you received the emails I sent you where there are the conversations between me and velobet.com and above all the screenshot and the original email sent to velobet.com on 25 October 2024 requesting self-exclusion which serves as proof that I requested self-exclusion and velobet.com was supposed to intervene on that date and instead I did not receive any response or communication from them
I await your response
Thank you
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2 weeks ago
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Hi I haven't received a reply from velobet.com yet
What should I do? Can someone please answer me?
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1 week ago
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Sorry but is anyone here answering or am I writing alone? I wanted to update you on the fact that I am not receiving ANY email or communication of any kind from velobet.com so they are either ignoring me or pretending nothing is happening
If this continues I will take legal action to recover the funds I spent from the time I requested self-exclusion until the day they finally deactivated my account (after my insistence in live chat!)
I ABSOLUTELY don't want to be fooled by a betting site, they already create addictions to people by stealing money, and if I then have to be treated like this I'll report them all!
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1 week ago
Thank you for your reply, oets911. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
Furthermore, I would like to inform you that I haven't received any emails from you yet. Could you please forward everything again?
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1 week ago
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Kristina hello believe me but I forwarded everything from my email as said last week
please try to check your spam, I sent everything on November 4, 2024
How do I write my email here? I would like my privacy to be preserved. Tell me how to proceed to ensure that if I write to you my email remains private. Thank you
anyway I repeat I sent everything to her email a week ago, and as for the rest I can also apologize but I didn't insist but I simply noticed that they ignore me and as previously said I'm considering reporting them so it's a delicate situation
Please tell me how to proceed because if by chance my emails didn't arrive I really don't know what to do. Thanks
can you make the post private so that I can publish everything here, that is, both my email address and the conversations I had with velobet.com and the screenshots that I always sent to velobet.com? these people are completing me by ignoring me and as I said previously, moreover when I contacted them the last time they told me that if I wrote to them again (I would like to point out that I wrote to them ONLY to report the problem I had and then subsequently request the refund that I request for the fact that they NEVER blocked my account for reasons of gambling addiction at least until October 3, 2024 when at my insistence they finally deactivated my account!)
in short I would already be seriously tried and fed up with this situation and I would like to know how to act thanks
can you urge velobet.com? if it is not possible I will hire a lawyer and sue them to recover my funds spent from the date of the request for self-exclusion i.e. October 25, 2024 until November 3, 2024
let me know because the situation is very serious ok? thanks
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1 week ago
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ps as a correction to the previous message I was writing that after the famous request at my insistence in the chat for self-exclusion (after they had ignored my email of October 25, 2024!) they also told me that if I wrote to them again my messages would be considered spam! what a bunch of people!
I am seriously considering legal action
tell me what you advise me to do
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1 week ago
You can post screenshots here and I will mark them as private. However, after this incident I am starting to think that the issue is with your email provider and not the casino itself.
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1 week ago
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Kristina as said the site velobet.com is evaluating everything also because if I send emails here in Italy or to my patients or medical colleagues even outside of Italy everything works so I assure you that I have no problems with my provider. among other things as already said I had sent velobet.com everything and they told me that they had problems receiving it without then considering that in any case the proof of the fact of sending the email of October 25, 2024 where I requested self-exclusion their manager told me that it was a test and also thanked me for sending the screenshot and had told me 10 days that they would let me know and then they disappeared. so let's stick to that thanks
Today I'm busy between the clinic and the hospital and as soon as I can I'll send you everything here thanks
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1 week ago
I would like to emphasize that without any supporting evidence we, unfortunately, won't be able to proceed with this case.
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1 week ago
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yes well I understood correctly and as said I have all the proof. can you guarantee me that if I post the proof of my screenshots and everything else my privacy is guaranteed? thanks
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2 days ago
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Kristina ok yes I remember that he had written it to me. I simply wanted to have confirmation from everyone here. However Velobet is neither contacting me nor refunding me so on Sunday I contacted them and I reported the situation and this time in chat assistance strangely they answered me but the operator pretended nothing had happened and despite me pointing out that they were ignoring me in general without any communication I was told to write to them via email! In short it makes no sense given and considering that as said I have already spoken to their manager and they already know everything so I do not want to be defrauded by a betting site! After or at the latest tomorrow I will put the evidence here with the screenshots of what I claim and that as said their manager in chat assistance on November 3 has already seen as visual evidence or the screenshot that proves that I requested on October 25 via email to their email my request to deactivate my account due to gambling addiction
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2 days ago
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Here it is attached
the screenshot of the email sent on October 25, 2024 by me, Stefano @@@@@@@@@ toFor my privacy I have censored my last name and email
As mentioned, Velobet support considered this to be proof that I had requested self-exclusion on 25 October 2024 when I wrote it and then sent it on 3 November 2024
I also kept the conversations I had on November 3, 2024 but first I request that my post be made completely private so that I can send you everything without censorship and for my peace of mind given and considered the case and that in a few hours a month has already passed since you requested self-exclusion without as said never being self-excluded except then on November 3, 2024 after my insistence via live chat assistance on the velobet.com website
Edited
Automatic translation:
Casino Guru is examining the case
