The player from the United Kingdom had faced an issue with Velobet casino. After winning £3559 and completing the verification process, the player's account had been locked, and upon unlocking, his winnings were reduced to £30. The casino had claimed the player had another account with them before, a claim the player denied. The Complaints Team, after reviewing the evidence provided by the casino, found that the player had indeed created multiple accounts and used the welcome bonus in both of them, a practice considered unfair. Consequently, the player's complaint was rejected. Despite the player's denial of these claims, the decision was made based on the evidence provided.
Velobet Casino - Player’s winnings are confiscated.
Amount: £3,559
Velobet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Hi,
i recently signed up for a new account with velobet, I used the first 2 deposit bonuses and won nothing, on the 3rd deposit I was able to get a nice big win and complete the wagering requirements of 30x and was left with a balance of £3559 after completing wagering, I then proceeded to go to verify so I could withdraw my £3559, verification took about 8 hours and as soon as they verified me they locked my account with the balance still in there, a few hours later the account was unlocked but the balance of £3559 was completely gone and there was only £30 in the account, after speaking with the very rude live chat and support I was basically told "you’ve made an account with us before so we are terminating your account along with all winnings" how can this be done? I’ve pushed and pushed and pushed to get them to respond via email but they just ignore.
ive not had a verified account with velobet before, however I have with Rolletto and cosmobet and they was fine with no payout problems. (owned by santader international BV like Velobet) my amount of £3559 shows in my account as "system withdraw" which I’m assuming means they have just took it. I need some help getting this payout. I have attached photos of my transaction history and also my full verification.
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6 months ago
Dear MatthewTHFC,
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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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6 months ago
Hi Mate,
Appreciate you getting back to me. No there is no chance anyone in my household has created an account... Velobet also verified me fully. If there was an issue why was i verified? i just truly believe they saw i had won a good amount and wanted to get out of paying....
Below i have submitted the ONE email i have recieved on the matter, all the live chats i cant send because they wait for me to confirm my username see that it is me and end the chat, then the live support button doesnt work after that (very convenient)
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6 months ago
Thank you very much, MatthewTHFC, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.
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6 months ago
Hello, MatthewTHFC!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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6 months ago
Hi MatthewTHFC,
We have received an evidence from the casino that confirms the fact is that you have created multiple accounts in the Velobet Casino and have used the welcome bonus in both of them. We consider such practice unfair. Therefore, I must reject your complaint. Do you have any further comments?
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6 months ago
Dear MatthewTHFC,
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.
