Velobet Casino - Player's deposits are not credited.

I have deposited two separate amounts, one of £2500 and a second of £1250, via Crypto/ETC. Both transactions have been confirmed on the blockchain as being received by Velobet. Their customer services team referred me to their 'Payments Deparment'...that department simply doesn't even acknowledge emails let alone offer any resolution to the problem. Thing about Crypto is, the Blockchain tells no lies. Velobet have my money but won't credit it to my account. I will also state there have been many successful transactions, so it's even more surprising they feel the need to essentially steal my money without any response from the 'Payments Department' - I believe this to be a fictitious email address, for else why would they not even just acknowledge my emails. And I have been a very, very good customer of theirs. The whole thing makes no sense unless one draws the conclusion they are proactively/purposefully 'mislaying' deposit monies.

Dear DomRuffy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

So by my payment provider, do you mean Coinbase Wallet?

Ultimately, the blockchain proves Velobet recieved the funds. So clearly they have just failed to attribute it to my account. Seems very odd that they bear no responsibility when they have my money sat in their account!

I would like to ask you to engage with Velobet to have their 'Payments Department' at least acknowledge my emails, as this clearly is terrible customer service and I have to say, leaves me feeling very suspicious about the whole thing. They know they have my money. Blockchain confirms receipt into their wallet.

Please can you encourage Velobet to engage in the problem? I'm sure they don't want a zero star review and the clear and Blockchain proven fact that they have, in essence, stolen my money.

I gave them until Monday before I contact the Curacao gaming authority and find the correct court to pursue them. I do not lack financial means. I've been a great customer for them. But I won't put up with being treated like a fool. I can afford that luxury.

Dear DomRuffy,

Before we would try to get in touch with the casino, could you please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

It would be great to exactly have their point of view regarding the missing deposit.

Will be awaiting your response.

Regards,

Nick

Thank you DomRuffy for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello DomRuffy,

I am so sorry to hear your deposit hasn't reached your casino account. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Velobet Casino representative to join this conversation and participate in resolving this complaint.

Dear Velobet Casino,

Could you comment on this and explain why the player hasn't received any deposit to his casino account?

Thank you in advance for providing the information.

Dear Domruffy,

We kindly request that you provide the detailed billing information via email ( info@velobet.com ) for verification purposes.

Additionally, we would appreciate receiving the exact details of the two deposits in order to proceed with the verification process and ensure accurate accounting.

Dear Casino Guru's Team,

Thank you for your attention to this matter.

Best regards,

Hello DomRuffy,

Could you follow the casino's instructions and let me know once you provide them with the documents?

I'll be awaiting your reply.

Hi.

As stated at the outset, I have provided Velobet with all this information.

Their response will be "Please can you send this information to the 'payments team' at payments@velobet.com.

I have done that 3 times over and then followed up. I have never had reply from the payments team email at Velobet.

I will do this all again but would also appreciate it if you read my messages properly, as your response to Velobet should have been 'Dominic has forwarded us the emails clearly stating the deposits, the dates, the times, the screenshots from both his crypto wallet stating your wallet address have received the transactions, and then screenshots of the blockchain confirming the same'.

Dear Velobet Casino,

Could you have a look at the provided documents and give us a statement here?

I'll be awaiting your reply.

Dear DomRuffy,

We have checked both emails, info@velobet.com and payments@velobet.com, but we could not find your email. Please forward it to us so we can review this information.

Best regards,

I forwarded the emails to you at the outset, as per your colleagues requests.

As it stands, my wife was diagnosed with pancreatic cancer on Weds and we flew straight out to see a specialist in Frankfurt on Thursday morning, then had immediate treatment on Friday, so I have other things on my mind.

Tomorrow morning, I will send a new email to info@ and payments@velobet, cc you guys and can witness their non response.

Tell me which email address I should cc for you guys, so you can see the email.

FYI, as for Coinbase...the wait time to speak to them on the phone is 4 hours. So, I haven't found the time to sit there waiting for them to pick up the phone.

Hello DomRuffy,

You can CC me using the following email address: stefan.m@casino.guru.

Please, let me know once you send the email.

I'll be awaiting your reply.

Dear DomRuffy,

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.