Velobet Casino - Spelaren gick förbi spelblocken när han var registrerad hos GamStop.

I have been able to deposit when I am registered with gamstop and have gambling blocks on my debit cards as they do not appear as a gambling merchant when taking money from your account therefore my bank could not block the transactions.

Dear 49bwg8rdmh,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.

To help us investigate your case more thoroughly, could you please provide the following information:

• The dates and amounts of the deposits made despite the GamStop registration and gambling blocks on your debit card.
• Any documentation or screenshots of your communications with the casino’s support team and your bank regarding this issue.
• Have you ever informed this specific casino about your gambling problem?

If you have any relevant communication or additional documents, please forward them to petronela.k@casino.guru.

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

Best regards,

Petronela

I have sent via email

Screenshots from the player:

Hi 49bwg8rdmh

Do I understand correctly that you first informed this specific casino about your gambling problem at the end of May 2024, and subsequently, on May 28th, your account was blocked?

If that's the case, I'm afraid we won't be able to help you receive a refund for your previous lost deposits.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Yes that’s right however that’s not my issue my issue is that gambling blocks on debit cards do not work unless the company identifies as a gambling merchant which they don’t so how is that safeguarding people with gambling addictions?

Hi 49bwg8rdmh,

Since the casino closed your account immediately after you requested it to be blocked due to a gambling problem, we consider this issue resolved. I understand you relied on the block set by your bank, but unfortunately, we are unable to assist further with this matter. I recommend contacting the Licensing Authority of the casino for additional support. However, please note that this casino is licensed by Comoros, and their assistance may be limited.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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 is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear 49bwg8rdmh,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.