The player from the United Kingdom had alleged that his winnings were confiscated due to an accusation by the casino of duplicating accounts. He claimed he was unaware of having two accounts and only found out about it after he had won a significant amount. The casino had ceased communication with the player and had cited violation of their anti-fraud policy as the reason for denying his withdrawal request. We had attempted to resolve the issue by contacting the casino and asking for evidence. However, we learned that the player had been using his accounts solely for sports betting. As we primarily dealt with online casino complaints, we had to reject the complaint and advised the player to seek assistance from websites that handle sports betting-related issues.
Velobet Casino - Player's winnings confiscated due to alleged duplicate account.
Amount: £1,120
Velobet Casino
Safety Index:Above averageOther
REJECTED
Case summary
Apparently i broke rule 9 duplicate account, i didnt realise i had dulicate account. Very harsh keeping mmy winnings, they didnt say any thing for 2 weeks, untill i won
Hello billmarston,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you are aware of having 2 accounts? Did you finish the verification process or your account got blocked during the process? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Dear billmarston,
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.
Hi no I wasn't aware. I passed the verification process and deposited and lost 8 times. Then won. They paid me. Then won bigger. Then didn't pay me
Hello billmarston,
Is there any e-mail communication where the casino responded to you and could forward it to nikolas.b@casino.guru?
No, This is all they've sent, they won't answer any emails
GOT THIS YESTERDAY
Dear Customer,
We refer to your previous correspondence regarding the refund request.
Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy, which our website provides to our customers. (T&C Article 1)
According to the Terms & Conditions of the website, Article 9 (Anti-Fraud Policy)
The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the Player is suspected of fraudulent actions including, but not limited to:
Participating in any type of collusion with other players;
Development of strategies aimed at gaining unfair winnings;
Creating two or more accounts;
In these cases, the Company reserves the right to terminate such Account and suspend all payouts to the Player. As well, the Company reserves the right to cancel the bonuses and the winnings and pay back the remaining deposit to the Player. Please take into account that we reserve the right to charge You the costs of transaction processing for deposits and withdrawals.
According to the higher mentioned information, we have decided to deny your request for a refund
Kind Regards,
Compliance Manager
Thank you billmarston 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
Dear billmarston,
I am so sorry to hear your withdrawal hasn't reached you yet. 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 matter and provide us with the evidence?
Thank you in advance for providing the information.
Kind regards,
Stefan
OK THEY WILL SAY DULICATE ACCOUNT. BUT I DIDN'T REALSIE I USED THEM BEFORE. INFACT THEY VERIFIED ME AND LET ME USE IT FOR 2 WEEKS, I ALSO DEPOSTED 12 TIMES OVER THEM 2 WEEKS, THEY SHOULD OF INFORMED ME I ALREADY HAD A ACCOUNT BEFORE, THET WAS NO MONEY IN THAT OTHER ACCOUNT,SO I WASNT USING TWO AT ONCE. IT WAS ONLY UNTILL I WON AND WANTED A WITHDRAWAL THEY THEN TOLD ME THEY WERNT GOING TO PAY DUE TO DULICATE ACCOUNT. I THINK THATS RATHER UNFAIR AS I WAS NOT CHEATING, JUST WON MONEY FAIR A SQUARE. THE MORAL THING TO DO IS JUST PAY ME MONEY OWED.
THANKS
Hello billmarston,
I was informed by the casino representative outside of the complaint thread that you were using your accounts solely for sports betting.
As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue in communication with the casino on your behalf and try to get more information, but at the same time, I’m forced to reject your complaint.
I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.
If it’s convenient for you, we can continue our communication through e-mail. My email address is stefan.m@casino.guru.
Thank you very much for your understanding.
Kind regards,
Stefan, Casino.Guru
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