The player from the United Kingdom had created a new account at Velobet after his old account was deactivated. The new account, which had 850GBP in it, had been blocked. The player was seeking resolution and retrieval of the funds. He claimed that his old account was deactivated by his ex-partner who had access to his email. The casino had responded that the player violated their terms and conditions by creating a duplicate account, hence the winnings were deducted. The player had argued that he only created one account per household as per the rules. However, we had concluded that it was the player's responsibility to ensure account security and the KYC verification was usually done when a withdrawal was requested. Therefore, the complaint had been rejected.
Velobet Casino - Player’s new account has been blocked.
Amount: £850
Velobet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I opened an account with velobet 2 days ago after my crazy ex got a hold of my old account email and asked them to deactivate my account, I’ve made a new account and waiting for my details to be verified so I can deposit / withdraw money, I had 850gbp sitting in the account I’ve went to log on today and my account is blocked, I hope this gets sorted ASAP, happy enough to take my deposits but the second there’s money in the account you block my account? If you have to block my account because of an old account fair enough but I better have my 850 pounds back in my account, complete and utter stealing what is mines. Shocking.
Dear Rac1872,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Velobet Casino. I have checked the Terms and Conditions and this is what I found:
9. USE OF PLAYER ACCOUNT
Only one Account is allowed per person, household or IP address.
Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.
Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.
The Website can only be used for personal purposes and shall not be used for any type of commercial profit.
Could you please specify how your old account was deactivated? Has a third party sent an email to the casino in your name or has she deactivated your account directly in your profile? Did you have any balance left in this account?
Could you please explain why you set up a new account and did not ask to activate your previous account again?
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hi Veronika, thank you for your quick reply, I’ve had a look at the terms and conditions and to me I haven’t broken them, only one account per household and that’s still the same, one account was closed and another was opened, therefor it’s only one account?
also I sent my details away as soon as I opened my new account it’s not as if I’ve won the money then sent away details, if the terms and conditions worked it would / should have blocked my account the second I created the account because I had to say my address so therefor the casino should know I’ve had an account before, in my opinion this is a flaw on velobet not me, they were happy enough and quick enough to take my deposits but when they seen money sitting they want to shut the account down…
regards to my ex she had the passwords to my phone all my accounts etc etc, she sent them an email without me knowing on MY email address to make it look as if it was me and said I have gambling problems, I’ve tried to email velobet before she shut the account down about a withdrawal and I never got a response back, luckily I got it sorted that time myself, then a short while later I tried to log back into my old account and it said user blocked that’s when I found out about her emailing velo and closing the account down.
due to previous emails not being answered by velo I opted to make a new account because the verification process was easy enough last time round instead of waiting days for an email that’s never coming about an old account.
I really hope the casino send me the money that was sitting in the account which is rightfully mine because I’ve spent that 850gbp already in my bank as I was expecting no issues with having the money back that I won. Hope to hear from you soon Veronika thanks again for your quick response I really appreciate it, as this is stressing me out and leaving me in money trouble now.
this is what they said back in an email..
Dear Ross,
Thank you for your email!
Please be informed that as I have checked, your funds were deducted, since you have violated our company's terms and conditions.
Kindly ask you to note that we do not allow duplicate accounts, therefore the winnings are deducted and you are welcome to withdraw the deposited funds.
If you have further questions, feel free to contact us anytime.
We are more than happy to assist you!
Best regards,
Lincoln / Support agent
they are stealing my money this cannot happen. They also ping backed my card details and there’s 0 way to update new details, velobet are a joke as I said before I’ve already spent that money that’s rightfully mine, if I never won any money they would have never gave me my deposit back
I apologize, but it is your responsibility to ensure that your account remains secure and that no third-party gains access to it. As for your query regarding the address being the same for both accounts, please keep in mind that in many online casinos, the KYC verification process is carried out only when the player requests a withdrawal.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
