Velobet Casino - Казино повторно отвори самоизключен акаунт на играч.

On February 25, 2024, I closed my account due to gambling addiction and made this known to the casino, who responded by closing my account that same afternoon via an email. However, on February 26, 2024, they opened another account for me using the same personal information: my name, surname, date of birth, address, country, telephone number, and the same bank account for deposits. They allowed me to deposit and continue gambling without asking for any bonus. This greatly devastated my life to the point of almost leading me to suicide, as I felt powerless to prevent them from opening accounts in my name despite suffering from a gambling addiction.

Matej has confirmed that I should re-file the complaint and have them reopen it. I'm sending his email, thank you very much.

El 25 de Febrero de 2024 cerré mi cuenta por adicción al juego informando al casino que me respondió cerrando me la cuenta esa misma tarde en un correo .El día 26 de febrero de 2024 me abrieron otra cuenta con mi mismo nombre,apellido,fecha de nacimiento,dirección,país,teléfono misma cuenta bancaria de depósitos sin pedir ningún bono me dejaron depositar y seguir apostando me destruyeron tanto la vida que casi llegó al suicidio al sentirme impotente de impedir cerrarme cuentas a mi nombre con una enfermedad de ludopatía.

Matej me ha confirmado que vuelva a poner la queja y me la reabran les envío su correo mucha gracias.

Hello vicente2013,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. As you have been in touch with Matej (matej@casino.guru) earlier regarding this issue, the complaint will be now forwarded to him.

Wish you best luck resolving it.

Regards,

Nick

Hello vicente2013,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matej,

I have already sent you the information regarding this case.

Best regards,

Dear Velobet Casino representative,

As I wrote on Skype, we do not believe that you protect vicente2013 enough.

If you check what gambling addiction means you would most likelly find this or similar definition: People with a gambling addiction can't control their urge to gamble, even if they are losing a lot of money. They are willing to risk something of value in the hope that the reward will be more valuable.

Gambling addiction can seriously affect all areas of life.

When a player informs a casino about their gambling addiction, the casino should ensure that the player is no longer able to play in that casino. Despite vicente2013's account being closed, the casino allowed him to open another account using the same details, and he was able to use the same payment method to make a deposit. We do not consider this to be proper player protection from the casino's side.

Dear Matej,

I have kindly provided you with information regarding this case on Skype and am eagerly awaiting your response.

Best regards,

After asking velobet.com to close my account due to gambling addiction and for this reason they closed it, the next day I was able to open another one with my same personal information and deposit with the same bank account, I realized that I would never be able to get out of this illness because casinos like velobet.com prevented me from doing so by opening all the doors and facilities for me to continue playing, knowing my gambling addiction problem clearly, to take advantage of my illness, which led me to attempt suicide.

Después de pedir a velobet.com el cierre de mi cuenta por adicción al juego y por este motivo me la cerraron , al día siguiente pude abrir otra con mis mismos datos personales y depósitar con la misma cuenta bancaria, me di cuenta de que nunca podría salir de esta enfermedad porque casinos como velobet.com me lo impedía al abrirme todas las puertas y facilidades para seguir jugando conociendo mi problema de adiccion al juego claramente, para provecharse de mi enfermedad eso hizo que llegara hasta el intento de suicidio.

Dear Velobet Casino representative,

As discussed during our Skype conversation, players with a gambling problem should be protected. In most casinos, it is impossible for a self-excluded player to create a duplicate account using the same details that were previously excluded.

We strongly believe that the player should be refunded and that your registration process should be enhanced to avoid this situation.