Velobet Casino - タイムアウト要求にもかかわらず、プレイヤーのアカウントは開いたままです。

Hello i made up an account with velobet.com deposited and played but decided I wanted a time out to stop spending so much money. I went on live chat and requested that I have timeout on my account for 7 days. But they allowed me to still use it and deposit when I lost aload more i went on to chat again to complain about this and said please just close my account they said I disnt request a self exclusion so I could open my account when ever I wanted. What sort of reasonable gambling measures is that a time out is a time out and I specifically asked for a week so why wasnt that done. There not protecting there players at all

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Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Velobet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you have disclosed any gambling related issues to the casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Ive just emailed you what I have. I did ask for the chat transcript to be sent to me 5 times but they ignored each email guessing because it shows i asked for a timeout for 7 days and wasnt done ive sent you there only reply that I have

Also yes I passed the kyc checks and I did tell them I didnt want to spend anymore. They obviously wanted me to this is why they allowed it

Thank you for your patience while we reviewed your case.

After carefully examining the available information, we must conclude that the casino's actions do not constitute a violation that would justify a refund. A time-out is a preventative tool, not a strict self-exclusion measure, and customer support may cancel it if a player confirms they wish to continue playing and do not have a gambling problem. Since a time-out period does not automatically imply a gambling addiction, refunds are not typically granted in such cases.

As you have been unable to provide sufficient evidence indicating that you informed the casino of a gambling problem and that they failed to protect you, we have to close this complaint.

We understand this may not be the outcome you hoped for, but we truly appreciate your cooperation. If you ever need guidance on responsible gambling or have another concern in the future, please feel free to reach out.

Best regards,

Attila