Tack f?r dina meddelanden, jag f?rst?r till fullo din oro.
Om inte kasinot har MGA- eller UK-licensen finns det inget vi kan g?ra, eftersom Curacao-myndigheten inte juridiskt binder associerade kasinon att genomdriva sj?lvuteslutning i dem alla.
Fr?n sk?rmdumpen ?r det uppenbart att endast ditt Mystake-konto var sj?lvexkluderat efter din beg?ran. Det betyder att din beg?ran om sj?lvuteslutning i Mystake casino endast g?ller i Mystake casino.
Vi tror att kasinot m?ste blockera dig f?rst efter att du beg?rt sj?lvuteslutning, men i din situation, om du inte har kontaktat Velobet Casino direkt, ?r jag r?dd att du f?rblev oskyddad. I den h?r situationen kommer vi inte att kunna hj?lpa dig med din beg?ran om ?terbetalning eftersom vi inte l?ser klagom?l om sj?lvuteslutning fr?n hela gruppen av kasinon.
Om du inte h?ller med om v?r ?sikt ?r du fri att l?mna in ett klagom?l direkt till kasinots tillsynsmyndighet, vilket ?r Curacao egaming.
P? grund av ovann?mnda sk?l kommer detta klagom?l nu att avvisas. Tack f?r din f?rst?else, jag ?r ledsen att vi inte kunde vara till mer hj?lp vid detta tillf?lle. Tveka inte att kontakta oss om du st?ter p? problem med n?got onlinecasino i framtiden.
Thanks you for your messages, I fully understand your concern.
Unless the casino has the MGA or UK license, there is nothing we can do, because the Curacao authority does not legally bind associated casinos to enforce self-exclusion in all of them.
From the screenshot, it's apparent that only your Mystake account was self-excluded after your request. That means your request for a self-exclusion in Mystake casino is applicable only in Mystake casino.
We believe that the casino must block you only after you request self-exclusion, but in your situation, If you haven't contacted Velobet Casino directly, I am afraid you remained unprotected. In this situation, we won't be able to help you with your request for a refund as we do not solve complaints about self-exclusion from the whole group of casinos.
If you disagree with our opinion you are free to file a complaint directly to the casino's regulatory authority, which is Curacao egaming.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
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