Velobet Casino - Играчът се оплаква от липсата на мерки за отговорен хазарт.

I opened my account with this casino on 17th May I was able to deposit £2670 within less than 24 hours. The casino failed to protect me, no one reached out to me to check if I was comfortable with the amount I was depositing. I already closed an account with their sister site goldenbet due to being a problematic gambler but they have allowed me to open a new account with all my details.

There was no due care given by the casino and due to the negligence I an facing financial difficulty and mental health issues.

Dear Gaz8087,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found:

Self-Exclusion

In case the situation is more serious, the Player may request the self-exclusion for an extended period. You shall contact our customer support team via email and request the self-exclusion for a period of between 6 months and 5 years. In case the User does not specify the period for the self-exclusion, the Account will be closed for 6 months.

It can be difficult to determine whether a person’s gambling has become problematic though. If you have gambling related issues, please mention it while closing the account, so our staff will act responsibly.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from Velobet Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

No I have not informed them. They are aware now but allowed me to open another account with all my details

Thank you for your reply, Gaz8087. Could you please advise if you have access to your casino account?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Gaz8087,

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.