Velobet Casino - Pelaajan kotiutus on viivästynyt tutkinnan vuoksi.

They rejected my withdrawal and I received an email saying that they are investigating my account and that investigation might take 6 MONTHS! This is insane I cant wait that long. I did all the verification they told me. I even recorded myself a video.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear konstantopoulos,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do you currently have access to your casino account, please?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi.

1. Yes I do have access but when I click withdraw I get a message saying `"You do not have a permission to make a withdraw"
2. I play Plinko balls, blackjack 21 , bacarrat , chicken game. These type of games. Casino related.
3. No bonus was active. I never play with bonus

I already did a sucessfull withdrawal from their site and then I deposited again and I received an email saying that my account is on an investigation which it might take 6 months. 6 months is insane amount of time. Let me know

Hi. Is there any update?

Thank you very much for your reply, konstantopoulos. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi. I attach you here all the emails I received from them. Thank you.

Do I understand correctly that the investigation started on April 13?

Yes correct .

Dear konstantopoulos,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you konstantopoulos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Velobet Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi. Alright please let me know.

Dear Peter,

Based on the analysis of the player’s deposit and withdrawal activity, gaming history, and the payment methods used for deposits and withdrawals, including identified cross-bordering activity, the account was classified as high risk for potential chargeback abuse.

Our risk team identified patterns indicating that the player’s main intention may be to withdraw deposited funds and later initiate refund requests for the same transactions. Due to these risk indicators, the account was placed under an investigation period in accordance with our internal security and anti-fraud procedures.

Please note that the player still has full access to the account, and the funds remain available in the balance. Once the investigation is completed, the player will be able to withdraw the mentioned amount, provided that no violations of the platform’s Terms and Conditions are identified during the review process.

Best regards,

Velobet Team

I do not have any intention to do the thing you are talking about . I can’t wait for 6 months for my funds, that’s ridiculous. Never happened to me in the past.

Thank you for the update Velobet Casino representative. Can you let us know the timeframe in which this investigation should take place? Thank you in advance!

Dear Peter,

Thank you for your message.

Please note that the investigation may take up to 6 months to complete, depending on the complexity of the review and the information that needs to be analyzed by our risk and security teams.

We will keep the player informed in case of any updates during the investigation process.

Best regards,

Velobet Team

Hi.

Peter waiting 6 months is insane. I cant wait that long, I would like my money this week

Dear konstantopoulos, when it comes to situations like these we are unable to demand shortening of the investigation period. For that reason I will forced to close the complaint as 'waiting for a decision' until the investigation has concluded. I would appreciate if you or the casino representative could keep me updated on the situation and once there is a meaningful development in the case I will reopen the complaint. You can either request the complaint to be reopened or you can contact me through my email. (peter.c@casino.guru) I am sorry I could not be of more help on this occasion.

Kind regards,

Peter