Velobet Casino - Il giocatore chiede il rimborso delle perdite dopo l'approvazione dell'account.

Last year, GoldenBet.com (who share the same license as VeloBet and are both operated by Satenda) allowed me to lose over £100k. I submitted a complaint and eventually started legal proceedings based on that fact:

1. They allowed me to bet from the UK
2. I was a registered member of GAMSTOP which they must adhere to in order to be UK operator (I provided a copy of the certificate)
3. They were miscoding all my deposits to get round my banking gambling block
4. That I had about £60k of debt due to gambling (I provided evidence of loans)
5. I had been diagnosed by a doctor with a severe gambling addiction (I provided a copy of the letter from the Doctor)

I eventually settled with GoldenBet and so that complaint is dealt with. However, the key point here is that Santeda knew all of this about me.

Fast forward to 20th January and unfortunately having lost my job I relapsed. I set up a Velobet account using all the same details as GoldenBet and verifying with official documents and the same phone number. Velobet should never have allowed me to sign up and bet. But they did. And they allowed me to deposit £19806.92 and lost £15206.92 in just a 5 day period before I luckily decided to stop.

Given they operate under the same license as GoldenBet I believe, given what they knew about me, they should never have allowed me to bet and so should refund me the loses I've incurred on the Velobet account over that 5 days period.

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.

Dear 8x7rqrgfbc37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the Responsible Gambling Policy, and this is what I found:

"In case you need help with this issue, here are some people willing to avoid your addiction:

§  Gambling Anonymous

§  GamCare

§  Gambling Therapy

Contact Info

If you have any questions or need further information, contact us on the following: 

[email protected]

message Live chat 

We're here to help 24 hours a day, 7 days a week."

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.

• To proceed further, could you please confirm whether you specifically requested a self-exclusion from Velobet Casino?
• Can you confirm if you were asked if you were a registered member of GAMSTOP during the registration process?
• Were there any warnings or notifications provided by VeloBet regarding responsible gambling?

I look forward to your reply.

Best regards,

Petra

1. I did not. However, they use the exact same license as GOLDENBET OGL/2024/1798/1048
2. Yes I was and am still
3. No warnings provided despite my 34 deposits totalling £19k in 5 days

Please understand that GoldenBet and VeloBet are the same people and should be looked as such as they use the exact same license. Santeda, the license holder and operator, knew everything about me and so they should have blocked me from their entire network of sites.

Please note as per the license terms from the CGCB found here https://the-emgroup.com/wp-content/uploads/2025/02/LOK-Landsverordening-op-de-kansspelen.pdf?utm_source=chatgpt.com the emphasis is on the licensee not the brand. Therefore in an instance where the same brand share the same license they should be seen as one and the same. I believe they are in breach of 5.4 and 5.6 - especially as someone from Velobet rang me up offering promotions and encouraging deposits when the licensee was aware of my issues

Thank you for your response and for the details you provided earlier, 8x7rqrgfbc37. I want to emphasize that self-exclusion from one casino may not ensure protection across all associated platforms.

• Could you please share a timeline of your deposits and requests related to your self-exclusion due to gambling addiction?
• Additionally, I would appreciate any specific details regarding your interactions with VeloBet at the time of registering your account.
• Have you had any communication with VeloBet concerning your account and your gambling concerns?

If possible, could you provide evidence related to the points mentioned above? You may send the documents to my email at [email protected] or post your screenshots in the thread.

Meanwile I recommend that you self-exclude from VeloBet Casino following the guidelines provided to safeguard your financial well-being. Here is a guide for effective self-exclusion: When submitting a self-exclusion request, it is crucial to state the reason for your account deactivation clearly and specify the desired exclusion period. Ensure that the subject line of your email is clearly marked to facilitate recognition. Given the high volume of inquiries casino support teams receive daily, a well-labeled subject line will help ensure your request is processed more swiftly. Additionally, I strongly encourage you to keep a copy of your self-exclusion request, whether it is an email, chat transcript, or screenshot. Having valid proof of your request can be invaluable in addressing any future disputes or misunderstandings. For example, you might consider the following format: **Email subject:** Self-exclusion due to gambling addiction **Player’s info:** First name: Last name: DOB: Casino login: Email address: "Dear VeloBet Casino, I am writing to request an immediate self-exclusion from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime). The reason for my decision is gambling addiction. I acknowledge that I will not be permitted to retract my self-exclusion during this period, and it cannot be lifted before the end of the stipulated time."

Please follow up with another email to VeloBet Casino and keep me informed of any further developments. Thank you in advance.

Dear 8x7rqrgfbc37,

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,
Petra
Casino.Guru