Velobet Casino - Hráč prohrál peníze v kasinu Velobet navzdory omezením GAMSTOP.

I am contacting you after encountering a grave issue with Velobet Casino, which has not been adequately addressed by their support team. Despite being a UK resident and a register

ed GAMSTOP user, which should preclude me from online gambling, I was able to play, deposit, and lose £8,500. Specifically, I was allowed to access and play NetEnt games, which is a direct violation of Velobet's terms that state an absolute restriction for UK players from playing these games.

This contravention has been compounded by what appears to be a deliberate miscoding of transactions, allowing them to bypass the gambling restrictions set by my bank. After raising this issue with Velobet, they have dismissed my concerns with a generic pasted response, showing no intention to address the infringement of their own terms regarding NetEnt games or to provide any form of restitution for the financial and emotional distress caused.

Dear Caspy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please understand that your GAMSTOP registration won't be effective in casinos that are not licensed by UKGC, because only casinos licensed under UKGC are obligated to participate in the scheme.

Miscoding of transactions is not something we can't penalize casinos for, or compel casinos to change practices that involve this practice in the future.

If the casino confiscates your winnings due to playing games restricted in your region based on the terms and conditions not being enforced, we would investigate and try to help, but unfortunately, it doesn't seem to be the case in your situation.

Please allow me to ask you additional questions:

• Is your casino account blocked currently due to your ongoing gambling issues?
• Did the casino act to protect you after you informed them about your gambling issues?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I understand your concerns, however, we don't consider such circumstances to be a valid reason for a refund.

We believe that if a casino allows a player from a restricted country to deposit and play, they should honor winnings from such a play. Similarly, the principle extends to restrictions about bonuses and or games and game providers. By risking their funds, and casinos not applying geographical restrictions outlined in terms and conditions, the player is eligible for winnings and has to suffer losses that result from gambling.

Regarding your point on gambling protection,

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please let me know if there are any other circumstances I overlooked otherwise I'll close the complaint.

Following the player's request to close his account on Casino.Guru and mark the player's responses as private, we are forced to close the complaint.