Velobet Casino - Player's account has been closed without reason.

LOGIN - kolbin3027

I registered there more than six months ago, I tried to play there, but they didn't give me, after which I requested

money for withdrawal, but this is also prohibited. I contacted technical support - they told me to wait six months, because the account is "under review"

Okay, I calmly waited six months, when the time ran out, I tried

to withdraw money again - and failed again. In response, they replied again that

they needed to wait.

I sent them an email, after which they closed my account, also without providing any information about the timing and dates of withdrawal of my money!I haven't won anything on this site, I'm just trying to withdraw my deposit, I'm not going to put up with it anymore.

I just want to take the money, I'm not going to play with them. this is my deposit, which they refuse to return - it's a scam

Dear kolbin3027,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

as far as I remember, I wanted to bet on sports, but there were conditions that you need to put at least 2 events in the coupon. After that, I lost a couple of dollars in casino slots. I made a deposit of $250, at the moment the balance is 246.

I did not undergo any verification, they did not ask for any documents.

No, I didn't use the bonuses

Thank you very much for your reply, kolbin3027. Could you 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.

I don't quite understand what you want?Should I write to them that I have filed a complaint? They didn't answer me anymore.

Please note that I requested any communication between you and the casino that occurred before you submitted your complaint here.

before that, they answered me in their chat, but the messages were not saved there, what they said I sent you above, they also replied only 1 time in the mail

I see that no specific information was provided in the message. Could you please estimate (to the best of your knowledge) how much money you lost and won on sports bets and how much on slots?

I only made a deposit in the club of $250, I wanted to place bets, but they didn’t give me their bet, after which I tried to put money for withdrawal. and now they don’t want to withdraw my money to me for more than 6 months

Thank you very much, kolbin3027, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kolbin3027,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Velobet Casino to join the conversation.

Dear Velobet Casino,  

I understand that each casino has the authority to close player accounts at their discretion. However, any outstanding financial obligations should be addressed before such actions are taken. Could you please clarify the reason for the delay in refunding the player's deposit? If there are any information related to this situation that cannot be shared publicly, please send them to me at michal.k@casino.guru

Dear Michal,

From our side, we have already requested video verification from this user, but we have not received any response yet. Once the video verification is completed, the user will be able to withdraw.

Best regards,

Dear kolbin3027,

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.

I sent the video confirmation they asked for

Dear kolbin3027,  

I appreciate your update. I will now look forward to receiving feedback from the casino team.

Dear Michal,

We kindly inform you that, due to international sanctions imposed on the Russian Federation and Belarus, our Company is unable to process payments to users from these countries.

Additionally, please be aware that any accounts identified as belonging to users from the Russian Federation or Belarus will be closed immediately. In such cases, the remaining balance will be retained by the Company in compliance with these restrictions.

Best regards,

Dear Velobet Casino,

I have reviewed your terms and conditions, and I acknowledge that the above-mentioned "rule" is indeed mentioned in your terms and conditions. Can you please confirm since when this rule was incorporated? I do not recall seeing it previously. Although I understand that any casino can update its rules at any time, implementing any rules retrospectively (if this is the case) is not in line with fair practices. You have not mentioned this "rule" before; instead, you mentioned that when the player passes the video verification, they will be able to withdraw their deposit. So has the player not passed the video verification?