Velobet Casino - Играчът оспорва нарушение на акаунта и иска възстановяване на средства.

I am filing a formal dispute against Velobet (Santeda International B.V.) for a severe breach of their responsible gambling obligations and failure to honor an active self-exclusion, resulting in a total financial loss of £370.00.

The casino's internal compliance department has denied my refund request, falsely claiming that my account was only under a "temporary closure." I have undeniable proof that this is a systemic player-protection failure based on the following timeline:

30 May 2026: Operating under severe gambling distress, I sent an explicit email to Velobet support stating: "I want to self-exclude my account ASAP." Per Velobet’s own terms, any request using the keyword "self-exclude" carries a mandatory, irreversible minimum lock of 6 months. This legally bound the operator to block my account until at least 30 November 2026.

9 June 2026: To establish a full safety network, I sent identical 6-month self-exclusion emails due to active gambling issues to four of Velobet's direct corporate sister sites operated under the same Santeda network: Donbet, Freshbet, Goldenbet, and MyStake.

Late June 2026: I accessed Velobet's live chat. The agent explicitly checked my profile and stated on the record: "As I can see, you previously requested to self-exclude?" This proves the self-exclusion flag was perfectly active in their internal system database.

11 July 2026 (The Breach): I accessed the platform in a vulnerable state. A completely separate agent failed to check the active database flags and told me: "Your initial account closure has not lapsed. Are you sure you wish to reopen?" Upon my confirmation, the agent manually and unlawfully overrode an active, unexpired 6-month safety barrier.

Following this unlawful reactivation, Velobet immediately accepted deposits totaling £290.00 on 11 July 2026 and £80.00 on 13 July 2026.

Because Velobet's staff actively overrode their own database safety protocols in direct violation of their own 6-month policy minimum—and did so with corporate knowledge of my network-wide self-exclusions—I request that CasinoGuru mediate this dispute and compel the operator to issue a full refund of my £370.00 in unlawfully accepted deposits.

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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? Please share the information with timestamps if available, to my email at [email protected]

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

Dear Tomas,

Thank you very much for taking my case. To answer your questions directly:

Account Access: My account is currently blocked and inaccessible after I confronted their internal compliance team regarding this breach.

Communication Proof: I am emailing you my full unalterable email history right now to [email protected]. This includes my initial 30

May request using the explicit keyword "self-exclude ASAP" and Velobet's immediate acknowledgment email from that same day.

The "Gambling Problem" Clarification: I

understand that my initial email on 30 May did not use the exact words "gambling addiction."

However, Velobet's own compliance department has already officially put their internal database classification in writing. In their formal rejection email, Compliance Officer Maxwell Hayes explicitly stated: "As we can see from the email correspondence between you and our support representatives, your account was closed immediately after indicating gambling-related issues." Because the operator has already confessed on paper that they logged my request as a gambling problem, they cannot now claim they were unaware of my distress.

Furthermore, Velobet's published terms explicitly state: "If the user does not indicate the duration of the self-exclusion, the account is closed for 6 months." By their own contract, my profile was legally mandated to remain locked until 30 November 2026.

Their live chat agent committed gross negligence on

11 July by ignoring the active database flags, asking me "Are you sure?", and manually overriding the safety block to accept 16 rapid-fire deposits totaling £370

I am also a highly vulnerable player currently registered on GAMSTOP since 2024, and I hold an official government-appointed money management status through Social Security Scotland due to autism.

I am emailing you my bank (with private spending safely blacked out) showing the 16 deposits tracking to their parent network descriptor Santeda, my secured HSBC Premier card photo, and my government letters to prove my identity and severe financial harm.

Thank you for your help, and I look forward to your review of my email files.

best regards

Ryan

Thanks for your reply and the information provided.

Please note that online casinos not licensed under the UKGC won't participate in Gamstop self-exclusion scheme. In online casinos without this particular licence, to be protected, you need to request a self-exclusion due to gambling issues.

According to the response from support of the casino, your account was closed shortly after you informed the casino of your gambling-related issues, which we would consider acceptable, if true. There is no date associated with this justification from the casino.

The self-exclusion requests you provided to me for review are either without any underlying reason provided, or due to reasons unrelated to any gambling issues. Just based on this information, we are unable to conclude the casino should have protected you from further play after May 30th.

Please let me know if there is any communication in which you disclosed gambling issues to the casino where the casino didn't act to protect you, with timestamps.

Thanks in advance for your cooperation.

Dear Tomas,

Please review the exact wording from Velobet Compliance Officer Maxwell Hayes on 15 July. He explicitly states: 'As we can see from the email correspondence between you and our support representatives, your account was closed immediately after indicating gambling-related issues.'

This email correspondence can only refer to my original 30 May email, as that was the only email sent before the account was unlawfully reopened on 11 July. The casino's own compliance department has officially confirmed in writing that they recognized my 30 May request was due to gambling harm.

Per Velobet's own published terms: 'If the user does not indicate the duration of the self-exclusion, the account is closed for 6 months.' By their own written admission and their own contract, my account was legally required to stay locked until 30 November 2026. The 11 July manual reactivation was a severe operational failure that allowed £370.00 to be unlawfully accepted. I request that you hold the casino to their own written policy and admissions.

Thanks for your patience.

Could you please specify when your account was closed after it was reopened? Under which circumstances was your account closed the second time?

Could you please specify when this communication with the casino took place?

Looking forward to your reply.

Dear Rdhe002,

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,
Tomas
Casino.Guru