Velobet Casino - Pelaajan voitot takavarikoidaan bonuskiistan vuoksi.

I placed my own bets with my own money at 9:52 I used all my money up so I had 0 in balance I went on to proceed to use the 30 free spins they had given me I won 20 quid then in the long run place a few bets a few come in I had 550 on withdrawal they emailed me saying about bonus money which I expected with free spins I expected a deduction I went on my account I had 100 they took 450 so I checked my bets as I could see I placed one bet that one before I spun my spins so I must be eligible for that I challenge them and continue to say Its a bonus bet when it isn't maximum wins with free spins is 100 so that's is what I got but I should get my 5 pound bet turned in to 98 because it was placed before I won the bonus money from free spins

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the funds you played with before you activated the free spins come from a real money deposit? When have you made the deposit?
• How much was your balance at 10:57 before you started to play with the bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tonyboh42,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru