Velobet Casino - Player's casino withdrawal thwarted by non-existent bank transfer option.

Hello,i played at casino velobet,i lost money,but when i win a bit,not even all amount at all and start withdrawal,they cancel withdrawal and ask me to change password for security and withdrawal money to my bank account.first,they not explain what happenned to my security,second there is no bankaccount withdrawal at all at withdrawal option so they dont want withdrawal.I show at screenshot that there is no any bank account options,so they just dont want to withdrawal

Dear sadf30452,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified?

• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

1.Yes,fully verified

2.They said for security reasons (which one they dont say) i should change password and withdrawal all money to my bank account (i withdrawal money to my wallet,i have KYC on my cryptoexchange that i can show them that im an owner and i allways use same ip)but they say nothing about it and not answer.But as you see on screenshot there is no bank account withdrawal,so they just freeze my money

3.Related to my account

They unlocked my account and withdrawal half of money,can you freeze this complaint before i withdrawal all money?Or i should create new one if they will do it again?for some reason i dont know why,they unlocked all functions of bookmaker to me

Thank you, sadf30452, for the update. I will leave this thread open till your confirmation about the successful withdrawal of all your winnings. Looking forward to hearing from you.

Dear sadf30452,

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.

You can close it,thanks!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sadf30452, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru