VeryWell Casino - Player’s request for a self-exclusion has been overlooked.

Hello i want to report this casino. And warn other players. This website is not on gamestop and doesn't take gambling problems seriously. They let me playing even they knew that i have seriously gambling with gambling. The don't reply to my messages. I want to warn other players. To stay away from this website

Dear Lucas,

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

I’m sure that you are aware of geolocation of GAMSTOP operation:

"GAMSTOP lets you put controls in place to help restrict your online gambling activities.

Sign up for the service and you will be prevented from using gambling websites and apps run by companies licensed in Great Britain, for a period of your choosing."

Since you have chosen a casino without a license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://verywellcasino.com/en/responsible:

„Self-exclusion

If you need to take a break from gambling, you can exclude yourself by contacting the support service.

If you are considering the option of self-exclusion, please do not forget to contact all the gambling establishments in which you have accounts and ask that your accounts also be blocked there. We also recommend you to pay attention to installing software that will allow you to block access to online gambling sites. See filtering systems at the bottom of this page.

A self-exclusion made via online chat is valid for 30 days from the blocking date"

Is this support@verywellcasino.com the email address to which you have sent your emails?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela. Thank you very much for your reply. I will tell you my story.

At August 2019 i was playing in this casino and i did lost money. After that i ask this people to block me forever and never ever unlock me even if i'll be asking because i have had mental health problems and really seriously gambling problems.

Unfortunately i did ask to unlock me after a few weeks and they did without any problems. Even if they knew my previous situation. I did lost much more money and they block me again.

I request refund and i did ask them to block me permanently because i have seriously problems. They block me.

And unlocked me a few days ago without the reason i did ask the last time.

They promised me to review my request. They haven't done anything and they don't reply to my messages. I did contact the gambling commission as well and these people told me that they breathe law by accepting UK player. I will send another email to you from my email address. Is that's ok. Thank you very much. I got little bit of hope from you.

Thank you very much, Lucas, for your emails. Could you please forward the initial emails that you have sent to the casino requesting a permanent self-exclusion due to a gambling problem?

Hello Petronela i just send you a few screenshots. Thank you very much

Thank you very much, Lucas, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lucas.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Jozef Thank you very much. I hope you and your team will help me.

Hello Jozef i have question. Did the casino contacted you?

Hello Lucas.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website.

Best regards, Jozef

jozef.k@casino.guru

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.