Velobet Casino - general discussion (page 6)

Hi there.

How about this: try to request your gaming history associated with the game, add your printscreen, and then send it to the game provider who created the game with an explanation plus a demand for an inquiry. The point is to get your logs checked by the game provider itself.

I mean, if you are 100% sure there was something abnormal in the game, only the game provider may confirm that.

The fact that the casino is willing to compensate you truly supports your point of view.

Another step is submitting the aforementioned complaint through our Resolution Center. Maybe this game provider's inquiry would also be addressed.

I think both ways are worth a try. Still, I would prefer the complaint here (use this link to begin) because, throughout the whole process, you'll have your own complaint handler on your side to assist you and guide you through.

I bet it sounds more convenient. 🙂

Hi you have been a star. As this was on sports can i still do the same. The issue that came up was when i placed £3000 it kept saying external problem. So then this showed as bet not placed it just disappeard then the site went down ill send a screenshot with the issue. So when the site came back about 15mins i teied to place the similar bet and all of a sudden it had taken for both. I have tried to resolve this for 4 weeks now. The live chat staff keep saying im priority qnd this will get fixed but does not seem to. Its actully starting to affect me with all the emails i keep doing everyday to try chase this.

They tried to tell me they saw no problems there side but this definitly concerns me. This is not the first time it happened but with the kind of money involved this time is why ive brought it to the attention this time. I will message them again today. I will give them till the end of today to respond and give the remaining money back. Then i will raise this with yourselves. I have 100s of chat logs am i allowed to put these publicly problem is there is alot lol.

Hi. So to give a quick update. Basically I have given velobet the benefit of the doubt to help resolve this complaint in a timely manor. We have now entered the 5th week since i raised this. Everytime i reach out to the compliance manager who is meant to be dealing with this i get no response. I get told every day from live chat agents that this is being made priority and they will spewd up the process and it never happens. I have contact info@velobet.com as i felt speaking to them they got the ball rolling but again they have told me to email support@velobet.com. i have done this several times these past few days and heard not a thing. The compliance manager im not even sure exists now. I really dont know who to turn to. I feel if i raise my complaint officially to yourselves im then still gonna have you guys struggle to get hold of this manager. They refunded me £1000 but im still owed another £2000. Please can someone advise me.

Oh my,...

I was truly hoping there was a way to find support in the hands of the game provider, not for a single second did I think about something like this 🤦‍♀️

Hi Radka

Happy new year

As you can see im really struggling to get velobet to sort this out. Honestly the platform itself is good but these issues have been a nightmare. The compliance manager dealling with the complaint takes weeks on end to reply. The last email they just offered a goodwill of £1000. Do you know of a way i can contact the manager directly instead of througb chat

Now, it gets even "better"!

Ok, what about reaching out to its license provider? The casino holds the CEG Curacao license. Not the best pick for the players, but might exceed (a bit low) expectations.

To get familiar with this licensing company, I'd say it's best to go through this guide.

I know I already said we usually do not get involved in sports betting-related issues, but you know, the worst you could get is a complaint rejection. So, I would not expel this step yet, I guess.

Who knows...

The last ace I have in my pocket (truly the last!) is to try other supportive websites, such as:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Considering I have never done so myself, I pray at least one will be handy 🙏

The happiest New Year to you too!

Frankly, I do not have any direct contacts. Just my latest tips 🙁 - sorry.

Thank you so much. I will write to the license company in the next couple of days. Luckily ive kept every chat and screenshots. Just so disappointed it came to this. Im praying for a response from them today just to refund me back.

I think it will be a good step and the fact that you have screenshots might be useful and we'll see where you get to when you write to them. I agree with you that it is disappointing that it has had to go this far. 

However, when you get a response, be sure to update us on what the licensing authority has written back to you. I hope you get your money.

I will keep my fingers crossed for you. 🤞

I have been waiting for the money for 3 months. They wrote to me that they would solve the problem within six months. I talked to a user of a certain forum and he wrote that he had a similar situation and they paid him. However, he waited a full half a year for this.

Oh, my God. That's a very long time to get your money. Why should it take half a year, the casino said? 

Didn't you think about opening a complaint with us and our team would try to help you? I'd say in that case there's nothing to wait for because it's a pretty lengthy period of time.

Do you think you will try ? 

Hi guys

I wanted to post a quick update. I have had a terrible time in correspondence from velobet. If you raise a complaint this then get looks at by a compliance manager. The time frames around a response seems to be around 6 weeks. When you recieve that respose and reply you then seem to be waitong a further 6 weeks. I have had a few issues woth the sports betting on the casino and also questions are raised to why it states uk players are restriced and still allows them to play.

I have managed to seek legal advice and a really good representative who is very clued up with these casinos would like to take on my case. This does come with a cost but im now willing to do so. I have given the casino many chances to clear my matter up and hear complete silence after being told im made priority.

Ive have given the casino till friday to report back to me before pursuing legal action.

Im happy to share details of the legal representative bit as this possible looks to be going court i have to be careful what i say.

I will keep all posted and up todate.

Hey and thanks for the update. I think 6 weeks is quite a long time to get an answer and to wait the same amount of time to get to something relevant is a long time in my opinion. 

Anyway, I'm glad you managed to get in touch with someone who can help you and we'll see how it all works out in the end. 

Be sure to keep us updated. I think the players will be interested as well, so I wish you the best of luck and may everything turn out fair.

I got a response yesterday. After all my emails wasnt the email i was expecting. Compliance manager did nothing to resolve this. I now have to be careful what i say for legal reasons. But from my conversations with the legal team i see velobet being in some trouble. This will probably be my last message on the matter as eithwr outcome i dont want to jeopardise the case. I would like to say that i will be taking to court and in the process of this now. Im awaiting a final response from compliance. Im also been advised to take the matter up with the license provider. Like i say i dont think i can update further but like to say thank you to you.

So if you have decided to go down this path and are taking steps to do so, I respect your decision. If you contact the licensing authority or when your process is over, feel free to let us know afterwards how it all turned out. 

I hope that everything will be resolved fairly.

Good luck. ☘️

Hello, never deposit in this betting house, I deposited 400 euros by quick transfer and I have not seen them, they have kept my money.

Dear Vicente2013,

We understand that every transaction holds significance, and we deeply value your concern. Upon reviewing your account, we are pleased to confirm that all your transactions and withdrawals have been successfully processed.

In order to address any concerns you may have regarding a specific transaction, could you kindly provide us with further details? Once we receive this information, our dedicated team will promptly investigate the matter and provide you with the relevant assistance.

Best regards,

My account verification has been left on pending for a few days on velobet. I've had no reply to my email correspondence. I'm in the UK. Very keen to get it verified so I can feel comfortable placing more wagers, just want to hear from someone from velobet to be honest because I'm anxious about my considerable deposit.

Hello there.

Since we have an active casino representative in this thread, I moved your post here, hoping for a direct response.

Shall we give it a try? I'd say it's worth it.