Velobet Casino - Player seeks a refund after his account closure request was ignored.

Hi,

I am writing to claim back my most recent deposits minus withdrawals from Velobet. I have no communication to prove that my account was self-exlcuded, but I had asked for it to be closed indefinitely due to gambling harm and I wasn't in control of my actions. In 2023 at the end of the year.

Recently I queried and questioned the compliance of Velobet taking transactions from my account that were not them selves but third party companies - and the descriptors on my statements being other companies and operating with a false MCC. I have had a gambling block on my card since October 2023.

Last month I contacted velobet on live chat to query all my deposits in the past and asked for receipts or a document to show how much I'd deposited because I couldn't work out what was what on my bank statements and I wanted to tally them up, they could not provide this, so I asked them to open my account for me to look. Upon opening my account it came to attention I could only go back a certain amount of days.

I spoke to the person on live chat, and they said they would do this and reopen my account for this purpose. I strictly said that I didn't want to be able to do any transactions or be able to use my account in any way that I could gamble only to check my deposits.

Since that day, I have had a bad few weeks mentally and I fell back in the gambling trap. Velobet not only aloud to me to deposit £3000+ in less than 2 weeks, but they did not check in with a customer who had previously been self excluded and Still should have been banned from performing any gambling on their account.

I have asked Velobet to check my previous chats and see that this was the case and they cannot look back at chats they say. I would just like my deposits back from this most recent phase of gambling. My mental health has really taken a hit, and I have been failed by this company. The compliance and responsible gambling has been non existent. Had they listened to me and taken strict policies with me I wouldn't have been able to gamble again.

Dear Dt100,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

To investigate complaints, we need evidence from players about issues they are facing with a specific casino. When asking for self-exclusion, it's important to keep all communication showing that the player clearly requested to be blocked due to gambling addiction. Without this evidence, we can't help with refunds for lost deposits.

Additionally, requesting the complete transaction history is covered by GDPR. Unfortunately, we can't deal with complaints related to GDPR issues. If you want to pursue your case, we suggest contacting the appropriate authorities instead of reaching out to Casino Guru. While we always aim to help players affected by unfair casino practices, GDPR laws are outside our expertise.

I apologize but if you do not have evidence of requesting permanent self-exclusion due to gambling problems, we are unable to help you. Please let me know if there is anything I might have overlooked, otherwise, we will have to reject this complaint. Thank you for your understanding.

Best regards

Veronika

Hi Veronica,

I have emailed Velobet to give me information as to when my account was reopened and when it was initially closed as to when I asked indefinitely! I never asked for self exclusion as they are useless in correspondence - I however stated that I have a gambling problem and I would like to close my account indefinitely due to this.

Obviously when I tried to log in any other time it said user blocked. Until I asked to get my transactions where I stated that I would not want any transactions to be able to happen. Only view my transactions, which was useless anyway as they only go back 21 days I think.

Surely they will have the old chats of when I asked, and more importantly they should have dates when the account was reopened and initially closed? If they don't there is something wrong. I am waiting on a response from them to see what information they can give me, I did however close my accounts with all sister sites too. I have some evidence of that.

I will seek a response from velobet regarding when my account was opened again and the specific instructions I gave. Then hopefully we can go from there.

Kind regards

Dale

Below i will attach some communication with velobet where I have clearly stated I have a gambling block on my card and that I struggle with gambling. I hope you can see a way to pursue this complaint. I Will hopefully get my transcripts of conversations regarding opening and closing my account when they finally decide to respond. This first email was conducted on the 7th of May, 2024.

I am really sorry, but mentioning a gambling block on your payment card is not sufficient evidence of a gambling addiction, and we are unable to request the casino to refund your lost deposits. As I mentioned before, when requesting self-exclusion, it is vital to specify gambling issues, gambling addiction, or the inability to control your gaming behavior. Without these specifics, we are unable to continue with your case.

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.