Velobet Casino - La cuenta del jugador está cerrada, pero aún puede realizar apuestas.

After doing a permanent closure of the account, I was still able to wager and lose about $6000

on early May 2026 I went into the live chat to do a permanent closure of the account and they even confirmed it So how in the world Was I still able to wager let alone deposit?

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Dear Garywald,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi This was all done via live chat so I have no copies of these exchanges

But they do So they can provide them

as mentioned in my first complaint, I did a permanent closure of the account

A permanent closure is supposed to be forever

That should be the end of the story PREMANENT is forever

But when I made this request to permanently close the account five minutes later, I could still wager

they tell me that I asked them to reopen it

If this is the case they should provide

This evidence by me stating

And confirming that I want to open my My Account account again

Thank you for your reply.

We understand your point that a "permanent closure" should ideally mean the account cannot be used again, especially if you clearly intended to stop playing. However, from a complaints perspective, we are only able to proceed with a case if there is verifiable evidence showing that you explicitly requested a gambling-related self-exclusion (or account closure due to gambling harm) and that the casino failed to apply it correctly.

Unfortunately, without any evidence from your side confirming that a self-exclusion request was previously made via live chat, we are unable to request the casino to join the resolution of this complaint or to seek a refund of your lost deposits. Please note that casinos are not obliged to store live chat transcripts, and we cannot verify whether such records are still available on their side.

It is also important to distinguish between a general "account closure" request and a self-exclusion due to gambling-related issues, as casinos usually apply different processes depending on the reason provided at the time.

If you are able to provide any supporting evidence (such as chat transcripts, emails, or screenshots showing the request and its wording), we will be happy to reassess the case. Thank you for your understanding.

Thank you for your reply and for your emails.

I still need to clarify the reason why you requested to permanently close your account. If you did not explicitly mention gambling addiction or gambling-related harm, we are unable to proceed with the case or request a refund of your lost funds, as this would not indicate a breach of responsible gaming obligations.

Thank you for your cooperation.

I’ve come to the point where if casino guru who advertise these casinos will help me

I’ll be 21 years old again

I did a permanent closure of the account

In the English language, that means forever

Please forward the deposit receipts and your casino deposit history (email confirmations of the deposits) for all deposits you made into this casino after 4 May.

Thank you for your cooperation.

Dear Garywald,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru