The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. His money hadn't been received yet. During the investigation, the player mentioned that he hadn't been able to make a withdrawal request, which led him to continue playing and lose over £1200. The Complaints Team had sought clarification on the amount left in his casino account and the status of his ID verification. However, the player did not respond to these queries. As a result, we were unable to proceed with the investigation and had to reject the complaint due to lack of player's cooperation.
Velobet Casino - Player believes that their withdrawal has been delayed.
Amount: £865
Velobet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Won't let me request withdrawal until kyc. Which I understand but they refusing driving license which is the only thing iv got
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7 months ago
Dear scottchristie683,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Yes but won't let me make the request while this going on which resulted in me carrying on playing and losing over 1200 quid in the meantime
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7 months ago
Thank you for your reply, scottchristie683. Could you please clarify how much money you currently have in your casino account?
Do I understand correctly that verifying your ID seems to be the only issue? Have you provided any other documents to verify your account and have they all been approved?
