Velobet Casino - Player’s account is closed with disputed funds.

Hello 

Complaint 

Katie Joanne H*****

Username kat*******105@aol.com

Disputed amount: £1317 or all of my deposits 

Currency:gbp 

Complaint

 1. Why was I allowed to open another account when my last account was closed due to responsible gambling. Does this sit right with your responsible gambling policy?

2. This account is I have never asked to close you closed it therefore your email below is incorrect. You also say you should t have 2 accounts. At no point did I have 2 accounts as one was closed. The first account was closed at my request NOT this one 

3. Why have you allowed me to deposit hundreds of pounds knowing full well I would never be able to withdrawal. You waited until I asked for the withdrawal. This is fraudulent behaviour and very misleading 

4. Your chat agent screen shot below I have as documentary evidence  said I could still withdrawal the money as this was a responsible gambling issue not violation of t and c 

Can you please treat this as a serious complaint. I request either my deposits back in full or my winnings. You cannot keep both that is unethical and unfair and I will be consulting legal advice 

i have been given no time frames and now being ignored

Hello katiewatts105,

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.

• Could you please advise for what reason did you close your first account?
• Why did you open a second one?
• What is the current status of your balance on your second account - is the casino willing to pay it out?

Please note that it does not matter if you closed an account before, creating a new one is a second account.

Looking forward to your answer.

Regards,

Nick

Good afternoon

1. closed as I was spending too much money and asked them to close for responsible gambling
2. to be honest I have had that many accounts I didn’t remember I had had a previous account with them and my gambling addiction got the better of me and I was trying to open a new account just searched non gam stop and they came up

I won £1317 after depositing on multiple amounts of £35 totalling over £800 I asked to withdraw and they then confiscated all of my winnings leaving me with £28 that £28 is still sat on my account

Hello katiewatts105,

Would it be possible to forward the self-exclusion request made for your first account?

Also what is your current balance and how much did you deposit in total to the casino?

Looking forward to hearing from you.

Regards,

Nick

Hello

£860 total deposit on this new account.

The request for closure of the first account was done on the sites chat so I have nothing to give you. The only thing I can show is the chat from when they closed my second account and confirmed the last one was closed due to responsible gambling. You have this screen shot already

thanks for your help

I have just chatted them from my first account and they have confirmed the first account was closed at my request because of my gambling issues screen shots attached

Thank you Hello katiewatts105 for all the information provided. If the casino detected your previous self-exclusion, they should definitely refund all of your deposits not just the last one.

I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello katiewatts105,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Velobet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello

Firstly thank you for your continued support. I have today received this email from the casino and my reply to them is underneath

im so appalled at how they are treating me and now they are asking me to deposit more money??

Dear Michal,

During the verification process, we found that the user already had an account, which was closed due to gambling addiction.

In accordance with our policy, we have closed the new account, however, the user is allowed to withdraw their last deposit.

Best regards,

Dear Velobet Casino,

Do I understand correctly that the user created another account, was able to deposit and play, and when she wanted to withdraw, she had to verify, which subsequently led to the closure of the second account because of the connection with the first account?

Dear Michal,

According to our system, after this verification, we will be able to identify the connection between the two accounts. Verification is required only for withdrawal processing (when a user makes a withdrawal request for a bank account, not a crypto account). However, users can complete verification at any time. If a user completes verification before a withdrawal or deposit, we will be able to identify the connection.

Best regards,

Dear Velobet Casino,

Did the player create the second account with the same personal info as the first one?

Only the email address was different

Dear Michal,

During the verification process, the user was required to provide full information, including their full name and date of birth.

During this process, we discovered that the user was a gambling addict. As a result, the account was automatically closed as soon as this information was confirmed.

The time of verification and account closure/suspension is identical:

23-10-2024, 17:10.

Thank you for the understanding.

Hello

i can see they haven’t answered your question which is so frustrating is there any other way of contacting them as this is already quite a slow process having to wait a week between each reply?

Dear Velobet Casino,

I understand your perspective on the matter. However, the primary concern is that self-excluded players struggling with gambling addiction should not be able to open another account in the first place. In this case, the player asserts that the only differing piece of information between the accounts was the email address, which may change over time and should not be viewed as a deliberate attempt to bypass the casino's security measures.

Given these circumstances, I believe that the player should be refunded for all deposits made on the second account. This resolution would allow us to consider the complaint fully addressed. Also, please, let me know if I understood the situation correctly or if there are any more pieces of information that I am missing.

Thank you for your attention to this matter. I look forward to your response.