Very Well Casino— player complaints: 5 in English

Dear Sir / Madam, I am writing to you to raise an issue about: Gambling The issue that I have experienced was: Have asked many times to close my account, but was ignored. They saying they not closing customer’s accounts. The only what they do-self exclude for up to 6 weeks. But the thing is, after exclusion, im able to start play after 1 minute of exclusion, im removing self exclusion my self on website and able play straight away. Im on Gamstop and i have impulsive gambling sindrom. So i asked to close my account but they refused. Also manager keeps calling on my number every day and making me to play more and more!!! When im win the manager calls me while im playing and offering different games, so i was changing games and never gad a change to withdraw any winnings. For 1 year since i joined i never withdraw anything!Because of that im in HUGE DEBTS, MY MENTAL HEALTH IS SUFFERING SIGNIFICANTLY!!!! I have other organisations who is involved now as well. I have screenshots to prove that i asked to close accounts, but was refused and was offered every time little bonus for thinking leaving them. I have made screenshots for some time because i know it’s unfair play It occurred on: 2022-08-23 This meant that HUGE DEBTS,MENTAL HEALTH SIGNIFICANTLY SUFFERED I WANT ALL MY MONEY BACK!!!! I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address. Yours faithfully,

Hi I have a gambling problem which I have acknowledged and I signed up to GAMSTOP to block me from casinos. [EDIT] I was doing ok with the GAMSTOP software [EDIT] I was very low and found non UK sites and gambled on those when at my lowest points. I have since tried to stop again on all the non U.K. site’s and I’ve systematically gone around to every casino not on GAMSTOP and told them I have a gambling problem and it’s really affecting my mental health and making me suicidal, ( i have seen my dr and I’m having counselling ) i explained it to all these casinos and I have asked them to block me permanently and on the whole got good responses with the sites thanking me for being responsible and confirming they have done that. All except for Verywell. They refuse to close the account and block me permanently. So every 30 days they open the account back up and then entice me back when I’m having a bad day and feeling weak with it. Its very difficult to admit the problem I have to people and I’m really trying to be responsible and address it but Verywell won’t work with me and just say it’s in their terms and conditions that they will reopen every 30 days. That is no good to a problem gambler. They are destroying my mental health and making me decline even further especially with it being [EDIT]. I really don’t know what to do anymore. I’ve repeatedly asked them to block me permanently and then they just open it up again every 30 days. My bank can’t block the transactions as they are never listed or coming through as a casino. I have asked them to permanently exclude me and refund any deposits (which I don’t know the value of now as they come through to the bank with all sorts of strange names and not verywell so I can’t tell) post me asking for the permanent exclusion but they refuse and they won’t block it permanently either. Can you help? I’m desperate now. I have used resolver and I have sent them all the information they have requested but I’m getting nowhere. Thank you

I won the super jackpot of €7513.90 on a €10 stake with only €751.39 being paid. The game was Hachi’s quest of heroes. The game ID was [EDIT] which I have a screen shot of showing the amount I should’ve won compared to the amount paid. I try to get an explanation and all I get it that the technical team have looked into it and all is correct, no explanation of why the full amount wasn’t credited

  I was expecting £200 to be paid into my santander account on the 13/09/20. However, I could not check as my online e banking was down.I decided to try and deposit on Verywell account as this would clarify mo ey in my account. I was able to deposit a total of €250 before going g to bed. The next day I received a text saying my account had gone into an unauthorised overdraft and I needed to add funds a.s.a.p. The payments should have been declined but Verywell were able to access the funds I have emailed them for the past 6 months with I.d, bank statements. It is now with their finance dept. I feel they are stalling me and have no intention of paying.I hope you can help.  

Hi guys. I’m a problem gambler, I’ve had issues that you solved before. This is a such a brilliant service, and I’ve just downloaded your BetBlocker app. Thanks for that. I relapsed this last weekend and searched for non-gamstop casinos (classic case as you describe in that section of your site) and ended up gambling on Verywell casino. Pretty certain they shouldn’t have accepted me as a U.K. player etc but I know you don’t look at those cases. I’m mainly writing as they had a fairly big selection of netent games, but quite a few were duplicated - ie two versions of Motörhead slots or whatever. This just seemed a bit odd and I couldn’t find any info on their site at all, where they’re based etc. When I read a section about faking games on your site this evening I just thought this might be worth flagging. Cheers