Velobet Casino - Pelaajan voitot takavarikoidaan uusien sääntöjen vuoksi.

Velobet casino change their rules on 3rd July and now they don't want pay me full money. I play in May when there was no limit on withdraw, but now they say I can only take out 10x my deposit. I had €4,732 in my account and now they leave only €3,125. This is not fair because I play before new rules come, in may. Support also lie and say rule was always there, but I check before and it was not like this. Velobet should pay me full money like it was when I play. This is not good way to treat players. Please help.

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.

• Could you please provide proof you accepted the bonus and won during the time different terms and conditions were in effect?
• Could you please explain what caused the delay in your asking for a payout of your winnings?
• When did you complete account verification, and since when are you attempting to withdraw your winnings?
• Share evidence here or submit the information to my email at tomas@casino.guru

Thank you for your understanding.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hey i sent you to mail all screenshots where everything is visible, when i deposit, get bonus and take out money. It was in May and their terms was changed in July, its clearly shown on ther website. I completed verification when they approved my video for verification on Jun 3rd. By then i stopped using my mifinity which i used when i deposited and then i deposited again with crypto and requested a payout there and they sent me full amount i had on the account, but i still think i should get back what they took. I know they chanaged it because a week ago when i logged in to check if they approved to pay me, my money was in my account and a day later when i went to check it was gone.

Thanks for your reply.

Please note that the screenshots you provided only show your activity from July.

Is there any evidence that you redeemed the bonus and completed wagering in May? Could you please clarify what steps were taken between May and July?

Looking forward to your reply.

Sorry, I realized I didn’t send everything earlier. I now sent you proof of my deposit and the bonus I used back in may.

Hi,

I asked Velobet to send me my betting history, but they said they can't do that. I sent you an email with all the screenshots since May and transcript from mail, but the bets are not showing.

Please check and let me know what to do next.

Thanks.

Thanks for your reply and the information you submitted.

• Could you please share a screenshot or the link to the particular bonus you activated and played?
• Are any specific rules for the bonus present in the bonus offer itself?

Share the information with me to my email at tomas@casino.guru

I apologize for the inconvenience.

I saw their welcome package on the casino page, so i made first deposit and got the bonus money. I deposit 310 and got 150% bonus. There aren’t any specific terms mentioned, just says general terms apply, thats all. I attached a screenshot of it.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Agent03,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.

We would also like to invite Velobet Casino to participate in this discussion.

Dear Velobet Casino,

Can you please confirm when the "new" rule regarding the maximum amount that can be withdrawn from winnings generated by a deposit-required bonus being limited to ten (10) times the deposit that activated the bonus was added to your terms and conditions, as even I don't recall seeing this previously? If the player's winnings had been achieved before this rule was added, it should not be used retrospectively.

We are looking forward to your clarification.

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at michal.k@casino.guru

Hello Michal,

Thank you for reaching out and for your assistance with this case.

We truly appreciate Casino Guru’s involvement in helping us clarify the situation.

We kindly ask the player to provide us with more detailed information and any supporting evidence they may have regarding this matter.

Once we receive those details, we will carefully review and investigate the case further to ensure a fair resolution.

Best regards,

Hi i dont understand what more detail you want. You have my account and you can see everything. I opened and played at your casino on may 12th, i won and wagered my winnings. I verified my account and everything was good. But when i logged in on july 23rd i saw 1700 euros are missing on my account. I sent all proof to Tomas and you can see everything on my account. When i deposited and played! Also it clearly say on your page that you put new terms on july 3rd,long time after i won so please you explain how can you take my money if you change terms almost 2 months after i won!?!?!

Dear Agent03,

Thank you for bringing this to our attention. In order to assist you properly, we kindly ask you to provide the evidence you mentioned so our team can carefully review your case and clarify the situation for you.

Best regards,

Velobet

Dear Velobet Casino,

If I'm not mistaken, the player has already communicated with your team before and most likely provided the evidence to them previously; however, it seems that the matter was not resolved to the player's satisfaction, which is why they have sought our assistance. Is the previous communication with the player not stored in your system, or do you require any additional evidence?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We fully understand the player’s concerns. However, please note that all our promotional offers are subject to our General Terms and Conditions, which cover detailed information regarding bonuses, withdrawals, and related rules.

For clarity, we always highlight the key points of each promotion in the text, but it is not possible to include every detail within the promo itself. Therefore, the General Terms and Conditions apply to ensure full transparency and fairness for all players.

Best regards,

Dear Velobet Casino,

I understand your perspective regarding the limitations of including every detail or rule in the bonus description, and I acknowledge that more comprehensive rules are outlined either in the Bonus Terms and Conditions or the General Terms and Conditions. However, it appears that in this case, a rule has been applied retroactively against the player.

I would like to kindly request your confirmation, along with evidence, regarding when the rule "The maximum you can withdraw is 10 times the bonus amount" was included in your terms and conditions. Additionally, I would like to understand why this significant rule is not reflected in the bonus description.

I recognize that rules may change over time, but it is essential for players to be adequately informed about any changes in advance. At Casino Guru, we believe it is unfair for any rules to be enforced retroactively against players.

Please feel free to send the evidence I've requested directly to michal.k@casino.guru.

Thank you in advance.

Dear Michal,

Thank you for your message. We appreciate your feedback and understand the importance of transparency and clarity in bonus rules and conditions. Please note that all our promotions are governed by the General Terms and Conditions and Bonus Terms and Conditions, where the applicable rules and limitations are outlined.

We will review your request internally and provide the relevant information directly to the email address you have shared.

Best regards,

Dear Velobet Casino,

I’m eager to hear back from you regarding my email.

Dear Michal,

I’m gathering all of the detailed information and documentation in relation to my complaint about Velobet Casino. I will email you the full breakdown tomorrow.

Thank you for your patience.

Dear Velobet Casino,

Thank you for your email. I have responded back and am awaiting your reply with the requested evidence.

Dear Michal,

We’ve already sent you the evidence related to this case.

Please check and get back to us once reviewed.

Best regards,

Dear Velobet Casino,

I have already responded to your email, as I have yet to receive the expected evidence pertaining to my enquiries. I have sent you a follow-up email today, and I look forward to your prompt reply along with the requested evidence.

Dear Michal,

Thank you for your message. We have received your follow-up email regarding the evidence you requested. Please note that we are currently reviewing your enquiry, and we will provide all relevant information and evidence as soon as possible.

We appreciate your patience and will get back to you promptly.

Dear Velobet Casino,

Thank you for your reply. Given that this matter has been outstanding for a significant duration, especially since it could have been resolved earlier had you supplied the requested evidence, it is beginning to appear as though there is an intentional delay, a practice we cannot condone.

In light of this, I kindly request that the evidence be submitted to me within the next three days.

Please be aware that if I do not receive the requested evidence within this period, I will have no choice but to classify this case as Unresolved, which could adversely impact your casino's rating. The current management of this case does not align with the transparent and effective resolution of player complaints that we anticipate from highly-rated, reputable casinos.

I'm looking forward to your prompt email with the evidence.

Dear Michal,

Thank you for your message. We would like to clarify that we have already replied regarding this matter.

Please review our previous response, and let us know if further clarification is needed.

Best regards,

Dear Velobet Casino,

Thank you for your reply. I confirm receipt of your email; however, as I have already responded, the key evidence I requested has not yet been provided. In my latest message, I have once again outlined the issue and specified the evidence required to address it appropriately.

I trust my most recent email that I've sent you today is clear, and I look forward to your response.

Dear MIchal,

I have already sent you additional information regarding this case. Please review it carefully, and let us know if any further clarification is needed.

We look forward to your response.

Best regards,

Dear Velobet Casino,

Sadly, you have not yet provided the evidence I requested to confirm whether the disputed rule was clearly included in your Terms and Conditions at the time the player obtained their winnings.

Unfortunately, this case has made little progress toward resolution despite the significant time that has already passed.

I kindly ask you once again to provide the requested evidence. If I do not receive it in the next couple of days, I will have no choice but to close the case as unresolved – against fair gambling practices. Based on the information currently available, it appears that the rule was applied to the player retroactively, which is a practice we cannot accept.

I'm looking forward to your timely response to my email.

Dear Michal,

I have already sent you the proof; please check it, and if you need any additional details, let me know.

We look forward to your response.

Best regards,

Dear Velobet Casino,

Thank you for finally supplying the crucial piece of evidence necessary to verify the version of the rules that was applicable at that time. I only wish this could have been shared with me earlier, as it would have enabled us to clarify this case much more quickly.

Dear Agent03,

After examining the gathered evidence, which includes the historical logs detailing when the casino’s rules and updates were enacted, it has been confirmed that the modifications to the bonus terms—particularly the rule affecting your winnings—were established at the end of April 2025. This indicates that the rules were already in place prior to your registration with the casino, and thus, the adjustment to your winnings was executed in accordance with those regulations.

I understand this may not be the outcome you were hoping for, and it took significantly longer than necessary for the casino team to furnish me with the crucial evidence; however, based on the evidence at hand, the casino has acted justly. By creating an account and claiming the bonus, you agreed to the terms that were effective at that time.

Please let me know if this explanation by us as an independent party has clarified the situation or if you require any additional assistance with anything else.

This situation is completely unacceptable and I expect a full explanation.

I won in May under the terms that were in force at that time. My winnings were removed in July after you claim a terms change in April.

That timeline does not make sense and suggests the decision to remove my winnings was not based on the terms that applied when I won. This raises serious concerns about how this decision was made.

I am requesting the full version of the Terms and Conditions that applied when I won and the version you say was updated in April, both clearly dated. I also expect proof of any notifications that were sent to my account at the time.

If you cannot provide clear, dated evidence to justify your action, I will continue escalating this matter through consumer protection channels and legal advice. I expect an honest and prompt response supported by proper documentation.

Dear Agent03,

I understand this case has not concluded to your expectations; however, as I previously stated, the historical logs that outline when the casino’s rules and updates were implemented confirm that the rule "The maximum you can withdraw is 10 times the bonus amount" was incorporated into the casino's terms and conditions at the end of April and remains in effect to this day. Naturally, since you registered your account in May, this rule was already established. There was an additional update to the casino rules in July, but it pertained to different regulations.

The evidence we have received contains sensitive data, and therefore, in accordance with the casino's and our privacy policies, it cannot be disclosed publicly or to any third party.

I assure you that we, as an independent entity, have meticulously reviewed all the information and evidence, and the actions taken by the casino team were in line with its established rules, which you accepted upon creating your account.

You are certainly entitled to disagree with this conclusion and may pursue your case further with the casino licensing authority or the relevant authorities in your jurisdiction if you believe your position is justified; however, since we found no wrongdoing on the part of the casino, we are unable to offer you any assistance in this matter.

Please inform me of the authorities' decision regarding michal.k@casino.guru, should you choose to take this path.

I regret that we could not provide more assistance on this occasion.

If you experience any issues with this or any other casino in the future, please do not hesitate to contact us, and we will do our utmost to assist you.

Best regards,

Michal

Casino Guru