Jeg havde vundet en gevinst og bedt om at blive udelukket fra kontoen i 7 dage, da jeg ville låse mine gevinster ind og være sikker på ikke at spille i en særlig stressende periode af min tid, kort efter at have mistet en elsket. Det var ødelæggende, som du kan forestille dig, og jeg vidste, at jeg kunne have brugt gambling som en måde at distrahere mig selv på.
En dag fandt jeg, at kontoen kort efter var blevet genåbnet, og i en kort periode med intens gambling gik fra omkring +$20.000 til et tab på omkring -$50.000.
Jeg var en tidligere selvudelukket spiller for livet fra et af deres søsterselskaber, goldenbet, hvor jeg gjorde det klart, at det var på grund af en alvorlig afhængighed, men af en eller anden grund blev denne selvudelukkelse ikke anvendt på velobet. Ud over dette, får det faktum, at jeg udtrykkeligt har tilkendegivet at have min konto lukket i 7 dage GENNEM VELOBET, og i den periode stadig var åben, mig til at tro, at selskabet ikke fulgte procedurer i overensstemmelse med Curacaos spillepolitik om ansvarligt spil.
Se det vedhæftede skærmbillede, hvor jeg gør det helt klart for en live agent, at jeg under ingen omstændigheder vil risikere at skulle spille mine penge igen i mindst en uge, hvor HELE TRAGEDIEN I STEDET ENDTE MED AT SKE. Hvis virksomhedens ord ville være blevet fulgt, ville jeg stadig have omkring 21.000 EUR på min konto og ville ikke have været i stand til at foretage yderligere indbetalinger. Derfor ønsker jeg at få alle de tabte penge tilbage, hvis kontoen i stedet ville have været lukket fra den 18. december til den 25. december, som jeg havde bedt om.
Jeg ved, at virksomheden er ivrig efter at forblive fuldt ud kompatibel med spillestandarder og beskytte sine spillere. Der er begået en fejl af en operatør ved at genåbne min konto, og selvom dette er forståeligt, er pengebeløbet stort, og jeg har virkelig brug for, at situationen bliver løst, og for en erkendelse af en inkonsekvens i implementeringen af spillerbeskyttelsesstandarder. blevet lavet.
I had made a winning and asked to be excluded from the account for 7 days, as I wanted to lock-in my winnings and be sure to not gamble during an especially stressful period of my time, shortly after loosing a loved one. It was devastating, as you can imagine, and I knew I might have used gambling as a way to distract myself.
One day I found the account shortly re-opened, and in a short period of intense gambling went from roughly +$20,000 to a loss of roughly -$50,000.
I was a previously self-excluded player for life from one of their sister companies, goldenbet, where I made it clear this was because of a serious addiction, but for some reason this self-exclusion wasn't applied to velobet. In addition to this, the fact that I expressly stated to have my account closed for 7 days THROUGH VELOBET, and during that period of time it was still open, makes me believe that the comapny did not follow procedures in line with the Curacao gambling policy on responsible gambling.
See the screenshot attached, where I make it abundantly clear to a live agent that under no circumstance I want to risk having to gamble my money again for at least one week, during which ALL THE TRAGEDY INSTEAD ENDED UP HAPPENING. If the word of the company would have been followed, I would still have roughly 21,000EUR in my account and would have not been able to make further deposits. Hence, I want a refund of all the money lost if the account would have instead stayed closed from the 18 December to the 25 December, as I had asked.
I know that the company is keen to remain fully compliant with gambling standards and protect its players. A mistake has been made by an operator in re-opening my account and, while this is understandable, the amount of money is large and I really need for the situation to be settled and for a recognition of an inconsistency in implementing player protection standards has been made.
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