Velobet Casino - La cuenta del jugador se vuelve a abrir a pesar de la autoexclusión.

Hi

I signed up to VELOBET and they accepted my membership all whilst i was FULLY SELF-EXCLUDED on GAMBLOCK/GAMBAN which stops me from signing up to any legitimate casinos. But Velobt accepted my deposits and membershio and because i have a gambling addiction, I gambled on VELOBET for over a year until i hit rock bottom.

During my play, VELOTBET KYC team emailed me on several occasions requesting bank statements under KYC measures, I refused and contacted the VIP Manager Mary Cole to express that I will not be providing bank statements or anything else and sought confirmation that i can still play. VELOBET continued to accept my deposits and proccess the rare withdrawals thereafter and i had NOT provided any documents under KYC other than the initial ID / Address and card veification on the initial sign up.

Around 4-6 months ago, I requested PERMANENT account closure via their LIVE CHAT as I had lost all my savings, there was barely any wins, was massively frusterated that this was a rigged unfair casino. I made it specifically clear in the CHAT that i wanted a PERMANENT CLOSURE. permanent means permanent in anyones dictionary.

Around 1-2 months ago, I relapsed and my gambling addiction got the better of me, I had taken out some loans and credit card and thought i could win my money back! I went on VELOBET live chat and they reopened my account on request all within 10 min and again with no responsible gambling and KYC measures / checks.

They allowed me to deposit tens of thousands on my return and lose everything, not 1 question asked, no interruptions or requests for KYC checks, nothing !

I have lost everything and am in DEBT now because of this cruel entity that had no gambling controls.

The other points to raise in the complaint:

1) They accept self-excluded members , i.e people registered on GAMBLOCK/GAMBAN. They prey on gambling addicts and vulnerable people

2) The games on their site is RIGGED to the max, i've had £50k+ losses with barely any wins. They initially let you win a small amount and payout fast to intice you to come back and oh boy, you will wish you never came back, they will rinse you dry to the last cent and spit you out.

3) They money launder via third party "businesses" / organisations, if you deposit you will soon realise your paying a vast array of EU based businesses instead of the casino, my bank statements would attest to this which shoes 50+ different organisations for all the deposits i've made

4) They charge you ridiclouse amount of fees on withdraw and then blame it on fees outside their control.

5) If you deposit by card from any country outside of the EU and in any currency other than EURO currency, you will be hit with massive currency conversion fees, something they dont disclose or tell you about on their scam site.

I will seek legal action after exhausting all other avenues including casino guru's complaint procedure.

As a fair settlement, I want my deposits refunded from the time i requested permanent account closure, anything before then I can accept as legitimate losses but AFTER they reopened my account following my request for PERMANENT closure without any checks or measures am entitled to challenge legally and recoup as it is unlawful and has put me into significant debt.

Many thanks for your help

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues or disclosed your struggle with gambling? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a request for a self-exclusion via email at support@velobet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Thanks for your reply.

Sadly, we don't pursue GDPR related cases. If you wish for our assistance with requesting a refund of funds that were lost via gambling based on the assertion that the casino didn't protect you, we would need to review any of your efforts to seek protection from the casino.

Please send your account closure or self-exclusion requests addressed to the casino with me for review. Without this evidence, we are unable to confront the casino.

Thanks in advance for your cooperation.

Dear RuleofLaw,

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.

This SCUM BAG of a casino is NOT actioning my SUBJECT ACCESS REQUEST for a copy of the live chat transcripts and emails with their support and VIP manager!

THE SCUM THIEFS ARE WITHOLDING THE DATA AS THEY KNOW IT SERVES AS IRREFUTABLE EVIDENCE OF THEIR FAILURES AND UNLAWFUL ACTS.

I have logged a case with the ICO and FCA , this criminal organisation will be held to account!

Hello RuleofLaw,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I understand this is frustrating, however we are unable to confront the casino regarding a refund without evidence from your side. If you happen to recover the necessary evidence, don't hesitate to contact us again, and we'll try our best to assist you.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.