Unfortunately, not all casinos take responsible gambling seriously. I hate to say it but it is true and I have encountered it more than once. I would say that would be one of the first things I would check at a casino and therefore if they have any responsible tools. You can't prevent everything and even in a good casino you can have a problem and vice versa even in a bad casino you can have a good experience.

Did you manage to get the UK Bank details of where PayOp sent your money to?

Yes now what

For this reason, Jaro, if they do not take responsible gambling seriously, as is the case with velobet.com, they surely do not take anything seriously and fail in everything, therefore their assessment can never, ever be good and it is not just a case of a player.

Por eso mismo Jaro ,si no se toman el juego responsable en serio como es el caso de velobet.com seguramente no se tomen en serio nada y fallan en todo por lo tanto su valoración nunca, nunca puede ser buena y no es solo caso de un jugador.

Contact them and tell them that they have processed payments from your bank account illegally. These have been sent to an unlicensed/unregulated online casino which is committing a UK criminal offence by transacting with the UK. If you check the banks own T￡Cs it will likely say that they don’t accept accounts that are to do with gambling. It will also say that they will have to be legally able to trade with the country they have done business with ? Which clearly they aren’t. Good luck

Yes, if casinos don't respect such important things then I don't think they have a good future. But you always have to look at it from both sides because there are often players who claim for example that they self-excluded and in the end we find out that for them the self-exclusion was that they wrote in the chat that they didn't like the site. That's why our team is trying to resolve everything fair and square. I know that sometimes it's not the most pleasant thing for the players, especially when the decision is against them, but if the casinos really don't take things like this seriously, then we're not cool with it.

And that's why I would recommend not to play in such casinos, so that players can avoid similar issues. ??

You are absolutely right Jaro but I have requested self-exclusion due to gambling addiction in chat casinos and they have never allowed me to open another account with my data being informed of everything else about those are legal casinos that truly care about responsible gambling and their non-velobet.com players.

Llevas toda la razón Jaro pero yo he pedido la autoexclusión por adicción al juego en casinos por chats y nunca más me han permitido abrir otra cuenta con mis datos estando informados todo lo demás sobra esos son casinos legales que verdaderamente se preocupan del juego responsable y sus jugadores no velobet.com.

In that case, I'm glad you came across such casinos. But I'm sorry for your problem and I hope you'll get it all under control and won't play in casinos. For me, it's a waste of money that I would have spent on something else. 

Anyway, I just noticed that Matej replied to your complaint, so you can look into it and write him back. 

Take care !

Jaro could you please have a word with Michal! He’s asking me for proof that my first account was verified on velobet - this isn’t something velobet provide - yet again this casino is a pure hoax and casino guru are trying to cover it up and put the burden of proof on me when I’ve provided information to show what they’ve done! Protecting this casino’s reputation

Also every message the guru’s send me gives them a 7 day response time this circus never ends - moral of the story don’t bother raising complaints - they will shut them down as unjustified or take 3 years to come to a conclusion

Correct. That’s why you need to get the money back directly from the bank it went to. You will not get the money back from Velobet, either with or without the perceived help from Casino Guru complaints.

How do I contact their bank in a foreign country??

Was the sort code that payop sent the money to not a uk registered bank?

were your transactions in sterling?

The 7-day period is always for each participant and this is because our team has about 20 resolvers and when several thousand complaints come in, it is not possible to deal with each one immediately. 

Another addition from my side would be to refrain from making unnecessary comments about how we are taking the casino's side because it's not the first time and then we wouldn't offer any complaints to the players. 

I'm the admin of the forum so I can't enter the process that Michal controls and I can't tell him what to do because he knows best. Of course I understand your frustration, but he also needs some proof in order to defend what you say. Otherwise it just doesn't work. He said any kind of proof that your account was verified, which means it doesn't have to be an email, but anything that indicates that. You don't have anything like that ? 

like what? The casino provides nothing? I can’t pluck something out of thin air to suit a casino which are telling lies

The casino will provide Michal with everything he needs to make a decision on this case. However, as long as they have the proof then it will probably be difficult to help. Simply, if you are a gambling addict and you open a new account and you say that you were allowed to do so even though your first account was self-excluded and verified, it is probably logical that any evidence of this is needed. How is it then possible to assess whether you are telling the truth. This way anyone could come up and say they had an account that was self-excluded and managed to open another one with same details, so give me all my money back. It has to be based on something, I think you must understand that. 

When will you open your eyes they’ve done it to so many players. Yet you see no problem and it’s the players fault?

I am clear that I trust Matej and I have provided him with all the evidence of what velobet.com has done, but if the truth cannot be brought forward, I have prepared a lawsuit against the casino, unprecedented in this type of sector, my lawyers and there are a few who have joined and are waiting for the resolution here to finish and for them to be given the green light to execute it, in addition the demand will go from beginning to end going through all the processes and decisions made by people and entities that have intervened because this could have cost lives.

Yo lo tengo claro que confío en Matej y le he proporcionado todas las pruebas de lo que ha echo velobet.com pero si no se logra sacar la verdad hacia adelante tengo preparada una demanda contra el casino sin precedentes en este tipo de sector, mis abogados y son unos cuantos los que se han unido están esperando a que acabe la resolución aquí y les de luz verde para ejecutarla, además la demanda irá de principio a fin pasando por todos los procesos y decisiones tomadas por personas y entidades que han intervenido porque esto a podido costar vidas.

If players see that this happens frequently, I would always make a record of it at such casinos when they go through the verification process if they still have a problem with it. Then the casino would have nothing to say. But we have to catch something when we deal with a casino in similar situations. If they're the only ones who provide something and there's nothing you can show us, how can we help?