Velobet Casino - Player’s account is closed with no resolution.

Hello, esteemed Casinoguru and Velobet Casino,

I am facing a problem with the verification of my account when I tried to withdraw funds, which has been dragging on for 6 months. Here is what I have encountered:

1. I did not receive any email notification regarding the investigation and the blocking of my account.
2. They do not read my emails and do not want to help me.
3. When I try to inquire about the situation, they either say they cannot provide any information or simply close the chat, leaving me unable to do anything.
4. It has been more than 6 months since the account was blocked, and they have done nothing to resolve the issue.
5. I assure you that I have not violated any rules at this casino, which has decided not to pay me my money. I was simply playing and placing bets, and when I decided to withdraw my funds, my account was blocked.

The customer support here is terrible. I have waited far too long, received no information, and despite offering to cooperate in any way, no one is listening to me.

Dear lololita5,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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,

Tomas

I can't give the exact date of the block; I don't remember it, but it was more than 6 months ago because I waited 6 months for the unblocking, but nothing happened.

I decided to play, and when I tried to log in, my account was blocked.

I was betting on sports and maybe played a little in the casino.

I didn't use any bonuses.

I received the money and the account was closed, I'm glad, thanks to everyone, we can close this dispute as resolved

Dear lololita5, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Tomas

Casino.Guru