Velobet Casino - Player claims that payment has been delayed.

Dear Casino Guru team,

I am a registered user on Velobet with a fully verified account (you have all my details in private). After placing some bets, I requested a withdrawal of 150 euros on January 27th. From the beginning, I noticed an issue: the withdrawal cancellation button, which usually appears right after making a withdrawal request, was not available.

Despite this, I waited for the standard three business days, even though cryptocurrency withdrawals from the company's casinos usually take only a few hours to reach the player's crypto account.

Despite waiting for the specified timeframe, the withdrawal still shows as "in processing."

I have contacted customer support multiple times, and the last response stated that bank transfers may take up to 3 days.

However, I did not request any bank transfer.

It seems like time is passing without the casino finding a simple solution, such as crediting the amount back to my Velobet account (then I can re-request the withdrawal) or correctly processing the withdrawal with the details I provided during the withdrawal request.

Every time I contact them, I have to repeatedly explain everything from the beginning. The payment department, with whom I am in contact via email, provided a response that is completely unrelated (mentioning even a bank transfer, which I did not request at all).

I kindly request a resolution to this situation either by crediting the amount back to my Velobet account (so I can subsequently request the withdrawal again) or by correctly processing the withdrawal as I requested several days ago.

Sincerely.

Dear fabri90,

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

Dear fabri90,

Have you received your withdrawal from the casino yet?

Dear Cristina, I have not yet received the withdrawal. I contact them daily through the live chat on the Velobet website. Yesterday evening, I spoke with a lady who informed me that tomorrow the relevant department will be working on my case. They told me the same thing last week when I contacted them daily. I will keep you updated in the coming days at the beginning of the week. In case it doesn't arrive, you can intervene. I am patiently waiting for a few more days. It consistently shows as "in processing."

Velobet contacted me today; they have refunded the money to my gaming account.

I have proceeded to make the withdrawal again, and the funds have been successfully transferred to my account without any issues. They were very kind and promptly took action as promised.

You can close the case and mark it as resolved.

Thank you.

Dear fabri90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru