Velobet Casino - Player’s account remains open despite self-exclusion.

Since i opened my account with this casino i have had multiple issues with them from the start.

I have been struggling with gambling addiction and registered with GamStop several months ago to prevent myself from accessing gambling websites, including Velobet Casino. Despite this, Velobet Casino has continued to send me promotional emails and kept my account open, even though I have repeatedly requested for it to be closed. As a result, I have suffered significant financial losses on their website, which could have been avoided if they had taken my requests seriously. This situation has taken a huge toll on my mental health and finances, causing me immense stress.

I have been contacting Velobet Casino, asking for a refund of my deposits, but they have refused to take responsibility and declined my request. I have provided evidence, including screenshots, clearly showing the dates when Velobet Casino received my GamStop registration certificate and my previous emails requesting that my account be closed. Despite this, my pleas were ignored, and it feels like my concerns were completely disregarded, leaving me in the difficult position I am in today.

Dear omarajamie9, 

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

It's important to note that Velobet Casino operates with a license issued by Comoros. It does not have a license issued by the UKGC, therefore, the casino system does not have access to GAMSTOP to check if the players registering on their website are self-excluded.

Have you informed Velobet Casino directly of your addiction and requested self-exclusion? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi I can't find that exact email I'm afraid I can however show you an email whwre they have been sent my gamstop file with the date shown on that also is that OK?

Despite the casino agreejng to refund me I'm still waiting for this to be done! Delays delays can someone chase this up

Do I understand correctly that the casino has closed your account in the meantime? Could you please send me the emails you received from them after submitting this complaint at veronika.l@casino.guru? Thank you for your cooperation.

The casino removed my account only several days ago, it's gone now though so I have to contact them via the live chat support where the advisor on there was telling me my refund is underway and then they respond via email telling me it's under investigation since this has been going on months now

The casino have just got back to me and refused to refund me as they have stayed which is a lie and can be proven by bank statements and transactions that as soon as they found about my gambling problems they closed my account down. This is a complete lie since they only closed my account 3 days ago, they was aware of my gambling problems back on the 2nd June where you can clearly see it mentioned in the screenshots I have provided

still not received a reply back from them i know they are under gaming control board curacao at present though

Thank you for keeping me updated. To proceed with the investigation and assist you with your request for deposit refunds, we need solid evidence that you informed the casino of your gambling addiction and requested a self-exclusion. Please provide any communication that supports this, and send it to me at veronika.l@casino.guru.

I understand that you might not have the exact email containing the self-exclusion request, but you mentioned another email with a Gamstop file. If you could send me that, we will review it to see if it contains relevant information.

Hi,

I've forwarded some emails I've sent over the past few months regarding this issue. One of these was sent to the IGA group, which was recently listed as the new licensee on Velobet's website. At the time, their application with IGA was still pending when they removed the seal. This is where my confusion arises, as I'm unable to locate the email in which I attached the Gamstop file. However, I distinctly remember attaching it during a live chat session, so they should have the actual copy. Despite this being mentioned to them multiple times, I'm attaching the official Gamstop registration to this email for your reference.

Simply informing them should have been sufficient since there's no reason for me to fabricate this. Regardless, they were notified prior to what was stated in the email, as is evident from bank statements. It's clear they are trying to avoid responsibility.

This situation is also confusing because I sent a copy of the Gamstop file to Curaçao eGaming via the seal on their website, thinking they were the original license holder. Now it seems the license has shifted from IGA to GCB, and your page on Velobet mentions representation under Comoros. There's no clear indication of who actually represents Velobet since different sources provide conflicting information, and nothing on the website confirms this. It's hard to know what to believe.

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if me physically telling them isn't enough then i don't know what more you could possibly need since the actual registration can be confirmed with the date it was issued. I have sent a copy of this to your email of the actual document. The email confirms this from the 2nd june however i know they was sent the document sooner via the live chat portal as mentioned. Needless to say, anything from the 2nd onwards should be refunded in that case, there obviously not going to admit to me sending in anything, that doesn't matter who you are to be quite honest if they wanna lie there going to, only they've been caught out since my account has only been gone a matter of days.If they wont account for anything before the 2nd of june then there's nothing i can do but from that date onwards is refundable to the say least. If you disagree then just tell me sooner rather than later whether your going to help me or not because as you can understand this is really frustrating and a waste of my time.

Thank you for the emails and for the further details you provided here. Unfortunately, I do not have good news for you.

In the emails you forwarded to us, you did not explicitly state that you wished to be self-excluded from Velobet due to gambling addiction. You mentioned issues such as problems with crediting winnings, misleading promotions, lack of responsible gambling options, dubious payment systems, and regulatory problems. Additionally, since you do not have evidence showing that you sent your Gamstop registration or any self-exclusion request to the casino, we are unable to address the issue of the casino not blocking your account.

I am sorry but we are able to help with refunds of the lost deposits only in cases when a player requested to be self-excluded due to gambling addiction, but the casino failed to protect them, allowing them to keep playing and this led to additional deposits and losses for the player.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.