Velobet Casino - Player’s account reopened despite self-exclusion request.

Velobet reopened another account for me using the same information, even after I informed them that I wanted to permanently close my other account due to a gambling addiction. The damage caused by opening a new account for me is irreparable, it's as if they have taken my life. It's not enough to just close my account, this can't be left unresolved and I have all the evidence documented.

Dear Vicente2013,

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

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.

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

Thank you very much in advance.

Best regards,

Kristina

I have already said that because of my addiction to gambling, I, Spanish, decided to open another account with my personal data. I had no problem opening it, depositing and betting, your sole responsibility after having informed them that I wanted the permanent closure forever due to gambling addiction, the damage to A gambling addict is irreparable, they have killed me and there is no way I will go to report where necessary and wherever I can get with all the evidence and make them pay for it.

Velobet.com reaccounts for player clients with gambling addiction after having informed them of it

Thank you for your reply, Vicente2013. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

And velobet.com opened it for me without problems with my data and let me deposit and bet being aware of my addiction to gambling, having been perfectly informed in advance as I have perfectly documented

do. Responsible gambling on velobet.com does not exist and destroys the life of a person with an addiction who has been perfectly informed

The damage you have done is irreparable. You have killed me. It doesn't matter that after I tell you that you are opening an account with my data, you will close it.

25 february 15,59 h

25 february 18:37 25 february 15:59

February 26, I was able to deposit and bet irreparable damage because I thought that after requesting permanent closure due to gambling addiction, as I presented to them via Emil, they would take action, they did not do it, they do not have responsible gambling and they killed me while I was alive, this is not going to stay like this and I am going to denounce publicly and judicially.

Velobet.com opens accounts to players with a gambling addiction after being informed of it so that they continue depositing and betting at home, leading to the breakdown of these people, even suicide.

Before we proceed I need further clarification:

• Did you reopen the old account, or did you create a second account after you self-excluded?
• Do you currently have access to any of your casino accounts?
• Also, the responsible gambling section says clearly, that you should send an email with your self-exclusion request. Have you ever sent such an email? If yes, please forward it to me.

Thank you.

Let's see Kristina, your questions almost offend me to be the defense of a player and that with the documentation that I provided to you, I have sent it to lawyers and they have advised me that it is more than enough for a lawsuit so I will inform you.

First of all, as you say in the header

They opened another account for me after having closed mine with my same information and having informed them of my gambling addiction, they understand it perfectly and they respond with an email if it is very clear in what I sent you, they were duly informed.

I didn't expect much more from here either, but the fact that it continues with a safety index above average is misleading people and I find it shameful.

I see clearly that you are not providing full information. Screenshots from live chat and emails are cut and I don't see the whole message which is not helping our investigation. If you provided the necessary information right away, this complaint might be resolved by now.

Therefore, I kindly ask you to forward me the entire live chat conversation as well as the entire email communication regarding the self-exclusion request, otherwise, we won't be able to proceed with this complaint. Thanks.

Of course, I assumed that you would defend the casino, nothing new, you see perfectly how I explain my addiction to gambling with that and with what my lawyers have read about you. Not of course, you see perfectly how they sent me the closing email and you see perfectly afterwards how I open another account with my same data, deposit without problems and bet without problem Spanish player that they do not accept. It is a shame that they cover up fraudulent casinos without a license that only scam and destroy the lives of players with gambling addiction like velobet. com and you cover them up but my lawsuit will continue its course as I have been advised that there are other people who have no interests and do care about players with gambling addiction.

How exactly do I defend the casino? You repeatedly failed to cooperate and answer my questions and haven't provided all the required information. How am I supposed to support you without your cooperation? I have been handling complaints for almost five years now and I know when players try to hide something from us and, unfortunately, this looks like to be the case here with your incomplete screenshots.

First of all, I never said you didn't provide "any" evidence. Your evidence just was insufficient and it would be close to impossible to prove that the live chat message was written by you. Secondly, the beginning of the casino's response is visible on the screenshot and it looks like instructions were written there (but how would I know if you failed to provide the entire conversation?). Moreover, you provided an email, but it was only a casino's reply, again, missing the crucial part - your message.

I would really like to help, but without your full cooperation and avoidance approach, it is not possible. Feel free to reopen the complaint if you decide to provide complete evidence.

At this point, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.

Are you really telling me that they were not informed? and you have the email when they reply to me with the closure and I have the email that I will now send you and make public where I send them even the proof that I have been unsubscribed in May 2023, the registry of players with addiction to the game were informed.