Velobet Casino - Player’s account is still open after closure request.

first of all I would like to say how disappointed I am with velvo bet and how they have allowed me to carry on playing on the 4th of December I emailed to say I would like my account close down permanently and not to be reopened again as I had a gambling problem and was financially struggling and to close my account then on the 8th December I contacted ur selfs to see if I could reopen my account and with no questioning I was allowed to reopen my account and allowed to carry on depositing despite asking for my account to be permanently closed for good I feel like you have breached ur terms and conditions as you have allowed me to carry on playing and deposit I feel as a casino company you should have took more responsibility and not allowed me to reopen my account with no questions asked still now I emailed for use to close my account again to day and it’s still open as we speak which makes it more tempting to deposit I would like my deposit back as if use would of followed your terms and conditions and not let me reopen my account I would still have that money in my account I hope use will do the right things and send me a refund of the amount I have asked for and to then permanently close my account for good so I crnt get back on it as if you would of done this in the first place I wouldn’t be messaging about the situation thanks 

Dear Dolanw01,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 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.

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru. Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dolanw01,

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.