HomeComplaintsVelobet Casino - Player's account has been blocked.

Velobet Casino - Player's account has been blocked.

Amount: €200

Velobet Casino
Safety Index:High
Submitted: 05 Sep 2023 | Case closed : 10 Nov 2023
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 year ago

The player from the United Kingdom has experienced an account closure after winning 200 euros. The casino has refused to pay out winnings, claiming that the player has breached their rules, but declines to disclose the specifics. We rejected the complaint because the casino provided evidence confirming the player was in breach of the T&Cs by having made multiple chargebacks.

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1 year ago

hi i have been playing here for around 5 days and won up to 400 euros. The funds were real money and no bonus was used. I tried to verify my account but they said it takes over 48 hours to verify. I continued to play and went down to 200 euros so i contacted live chat and asked them to block my account for 24 hours until my account was verified which they agreed to do.


I have been back on today to reopen my account to make a withdrawal but they have said they have taken the decision to close my account as i broke their company rules but then say they dont have to disclose why and they wont pay my winnings.

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1 year ago

Dear mitchhalley,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your account was blocked during the verification procedure? Which identity documents have you sent to the casino?

Could you please forward the email from the casino regarding the closure of your account to veronika.l@casino.guru?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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1 year ago

Hi. I have sent these via email

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1 year ago

Hi. I had uploaded all relevant documents. ID. Bank card (both sides) proof of address x 2.

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1 year ago

Did you receive the documents on email?

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1 year ago

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

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1 year ago

Hi mitchhalley,

 

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

 

I'd like to ask Velobet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

 

Thank you.

 

Best regards,

Tomas

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1 year ago

Dear mitchhalley,

 

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by making multiple payment reversals (chargebacks), which is directly in breach of the terms and conditions of the casino and that's why your account has been closed.

 

The casino acted correctly and within its terms and conditions.

 

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

 

Thank you very much, Velobet Casino, for providing the information and your cooperation.

 

Best regards,

Tomas

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