Velobet Casino - El retiro del jugador se retrasa después de la solicitud de cierre de cuenta.

I joined this casino yesterday and was having fun. A few wins, a few losses. Then all of a sudden they went offline. It was impossible to place a bet. I had 2 in play bets with £400 total stake and wanted to hedge my bets as I could see time slipping away. It was IMPOSSIBLE to put my new bets on. Both bets then lost and I was fuming. I’m a gambling addict and when the site re-opened I started betting again. I had a bad run then good luck and was winning. Before I knew it I’d been getting over 14hrs straight (apart from their website crashing). No one messaged asking if I was ok, had a problem, was still enjoying it - nothing!

I then hit a couple of big wins and decided due to my extreme mental hesitation it was time to quit. My account was fully verified so I went to withdraw my money and ask for my account to be closed down. The withdrawal never went through and they say there’s a problem withdrawing to my bank - the same one I’d made 3 deposits from!! As it stands my money is there but I can’t withdraw it. They say it’s safe but with my emotional fragility and mental health issues the more it’s there the more I’m likely to bet again and LOSE EVERY PENNY!!!!

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino that you are suffering from gambling issues or that you are struggling with controlling your gambling?
• Have you requested a timeout or a self-exclusion from the casino? https://velobet.com/en/static/terms/selfexclusion
• Did the casino offer any alternative payment method for you to withdraw your winnings?
• If you have your interaction with the casino's support saved, please forward it to my email at tomas@casino.guru. Alternatively, post screenshots here.

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Casino guru do you have any update update please? This is very stressful

I’m under extreme stress here. Why are my comments still waiting approval after 4 days?

If you believe you are in a vulnerable state, I would recommend you request self-exclusion from the casino due to gambling problems.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Velobet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to Support@velobet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

I would also recommend you seek professional help https://casino.guru/problem-gambling-help-centers#cnt_33=true, or medical help for acute issues.

Regarding your withdrawal, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Casinos are sometimes powerless and limited in offering payment methods to their customers.

If the casino offered you any particular method for withdrawal, I would suggest you pursue this option. Please check what options there are for withdrawal in the casino's cashier besides a SEPA payment, and let me know if any of these options are an acceptable solution.

Please let me know about your decision.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bh1974,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas

We’ve reopened this complaint at the player's request

Message from the player:

I voided the account because CASINO GURU didn’t even attempt to help me out. The stress was absolutely killing me but they simply do not care.

I am sorry you feel that way.

We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

Have you requested a self-exclusion due to gambling problems at the casino before playing down the winnings? Please let me know a more detailed timeline of events.

Yes I sent them MULTIPLE messages and spoke to various support staff. Ask to see ALL CHAT LOGS and you’ll see me tell them all about my experience and desperation to close the account

Again…no response from casino guru?

The level of stress this whole situation is causing me is incredible. It’s an open and shut case. Just ask to see all chat logs and you’ll see I ask them for full refund and account closure with immediate effect time after time.

Can I also add that while in the middle of a (now confirmed) nervous breakdown. (This all stemmed from the stress of not being able to withdraw my winnings of £5319.35) I pressed gamble at £8 per spin. While I kept pressing I lost over £4900 or had 612 continuous spins only 2 SPINS WERE WINNERS. The other 610 spins paid ZERO - not even a penny!!!!

How on earth is this possible? Please ask to see ALL MY GAMEPLAY HISTORY and tell me this casino is no corrupt!!!

If casino guru is really here for the player then I should win my case for multiple reasons and be able to breathe again instead of daily meds, crying and being sectioned.

Thanks for your reply.

• Have you requested a game history from the casino?
• Have you requested chat transcripts from the casino?
• Have you disclosed your gambling problems to the support of the casino? Has the casino blocked your account due to your requests for a self-exclusion due to gambling problems?
• Could you please clarify how much is left for you to withdraw from the casino? Have you pursued other payment options to withdraw?

Looking forward to your reply

Yes yes yes and they say NO NO NO that’s why I’m asking you to help me.

They will not give me the chat logs, they will not issue a refund.

I was playing continuously for 18 hours without once being asked about addiction or safe gambling issues. After I trued to withdraw and they said it was IMPOSSIBLE I gamble £4900 at £8 a spin. 612 spins and only 2 were winners. This casino deserves a minus 10 out of 10.

All I’m asking is for them to do the correct thing.

Why would they not give me the chat logs?????

All I’m asking for is a complete copy of all chat logs, a full unedited breakdown of my gaming history. A full refund and for people to judge if they’ve acted correctly with the players best interest at heart.

Why would any of this be a problem?

Thanks for your patience.

• Could you please clarify when you informed the casino of your gambling issues?
• When was your account closed?

Please note we don't consider online casinos' monitoring of prolonged playing to be a mandatory responsible gambling tool. We can't penalize them for not adopting such measures or ask them to refund lost funds if they are allowed to play for a prolonged period of time.

Please understand we are unable to confront the casino without evidence.

• If there is any evidence supporting your complaint, please forward it to my email at tomas@casino.guru

Looking forward to your reply.

I’ve asked them numerous numerous numerous times to send me or you ALL CHST LOGS. They will show EXACTLY what was said, I told them about my mental health, my addiction, my self harming, the fact I’d tried to the my life previously due to self harming and more…

They will not show the chat logs to me or anyone else.

Their lack of care and respect for a mentally unwell individual is truly disgusting and has cost me over £5000 and has left me COMPLETELY BROKEN.

I BEGGED them to let me withdraw my money to my deposited method. - My bank account. They told me it was impossible. They told me they couldn’t close the account down until I’d withdrew my money. This lead me to spiral out of control, press gamble gamble gamble, start self harming and in the end have to be assessed at my local mental health institute. I’m now on the highest highest possible anti-psychotic and anti-depressant medication for thoughts of suicide.

In reality, I should be compensated by MILLIONS OF POUNDS for the extreme extreme damage caused to both my physical and even more so mental health.

This case is going on and on and on.

It looks like quite an easy case for me to win and it’s life changing money I’m dealing with.

If they provide you with all chat logs then it’s an easy win for me. If not then you must surely rate them at 0/10

Thanks for your patience.

We won't pursue refund cases without any evidence that the casino should have protected you. As explained previously, we don't consider it mandatory for the casino to check on you due to prolonged gameplay, and we can't use it as a basis to request a refund. We believe the casino should protect you from further gambling within a reasonable time after you inform them about your gambling problems. If you happen to recover your chat logs, feel free to submit them to me for review. My email is tomas@casino.guru

Could you please confirm your account in the casino is closed?

If it isn't, I would recommend you request casino support according to the template I shared earlier.

Looking forward to your reply.

once again, casino guru is an absolute disgrace!!! So….any casino can rip you off then not release the chat logs and nothing can be done about it?

C’mon casino guru. Let the eytid Dee your true colours! No chat log by a scandalous casino means no intervention from casino guru.

Why whh why would they not release the chat logs if they’ve nothing to hide??

I apologize for the late replies.

Please note you've already shared with me your previous communication with the casino earlier in the complaint. All we're asking for is further evidence.

We can only confront the casino regarding the issue if we have evidence that they should have protected you and didn't do so at all, or within a reasonable time. Online casinos don't have to acknowledge the issue when dealing with us.

Please check our recommendations regarding the evidence when it comes to self-exclusion:

Recommendations to the Player:

Confirm Self-Exclusion with Casino

• Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
• If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

Keep Proof of All Relevant Communication

• Keep records of all communication regarding your self-exclusion request.
• If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

Complete Verification Process (KYC)

• If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
• This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Since you couldn't provide evidence that the casino should have protected and didn't provide any updates regarding your account, we have no choice but to close your complaint. If you happen to recover evidence of the casino failing to protect you, please let us know, and we'll try to review it and assist you.

I hope you won't face similar issues in the future. Don't hesitate to take advantage of the strategies and resources I shared with you earlier.

Don't hesitate to contact us if you run into issues with any online casino in the future.