HomeComplaintsVelobet Casino - Player claims that payment has been delayed.

Velobet Casino - Player claims that payment has been delayed.

Amount: £320

Velobet Casino
Safety Index:High
Submitted: 12 Jun 2024 | Case closed : 12 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 months ago

The player from the United Kingdom had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. We had requested additional information and communication history with the casino, but the player did not respond to our messages. Consequently, the complaint was rejected due to lack of response from the player.

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4 months ago

I’ve been trying to withdraw money from my account and sent

proof of address - been verified

proof of credit card-been verified

proof of identity has been rejected on a number of occasions ( sent passport,driving license, my user name for velobet my name and photo of my Driver&Vehicle Licensing Agency document all been rejected .


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4 months ago

Dear Candlrlight133,

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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4 months ago

Dear Candlrlight133,

Have you received your withdrawal from the casino yet?

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4 months ago

Dear Candlrlight133,

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.

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4 months ago

Not received anything from casino.

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4 months ago

I received a QR - barcode from bitcoin cash

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4 months ago

Thank you for your reply, Candlrlight133. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Have you made any successful withdrawals before? 
  • Do I understand correctly that a few of your documents still haven't been verified?
  • Did you accumulate your winnings with or without an active bonus?

Thank you.

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4 months ago

No , all have been verified, without active bonus.


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4 months ago

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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4 months ago

Dear Candlrlight133,

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.

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3 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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