Velobet Casino - La cuenta del jugador ha sido cerrada de forma permanente.

My account was reopened even though it was permanently closed again confirmed by the support chat in my screenshot .

the casino advised it was processed as " temporary " but my evidence confirms it was permanent closure I want my £585 I deposited after it was wrong reopened

I didn’t supply a reason when closing however the terms don’t state . I said permanent which means indefinite

mall other santeda brands refuse to reopen as it’s permanently closed but this one reopened I have had email refusing my refund request which i also attach

Dear Clarkyboy27,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear Clarkyboy27,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.