Velobet Casino - Player’s winnings have been confiscated.

Dear Casino Guru Team,

I am writing to formally lodge a complaint against the casino regarding their handling of my recent account activities and withdrawals. Here is a detailed timeline and description of the situation:

Timeline:

01/07: Submitted a selfie verification for account verification.

02/07: Uploaded Proof of Address (POA) and had my account verified. Requested a withdrawal of €2000 to Skrill.

03/07: The casino requested a video verification; this was completed.

04/07: Account verified; withdrew €2000, €2000, and €1113 to Skrill.

09/07: Casino requested Skrill proof. I emailed the requested proof to them.

10/07: Received a response stating that due to a violation of their terms and conditions, my winnings were deducted, leaving only the last deposit amount on my account. My account was verified, and I had successfully withdrawn €2000 and €1113 to Skrill.

Description of the Issue: I am a resident of Thailand, a country listed as ineligible for certain promotions and bonuses according to the casino’s terms and conditions. Despite this, the casino allowed me to deposit funds, participate in promotions, and play games. However, after winning, the casino voided my winnings based on my country of residence, which was not communicated to me beforehand. This practice of allowing me to deposit and play, only to confiscate my winnings later, is highly unfair and seems to target players who are unaware of these restrictions.

The casino’s actions are both unethical and legally questionable, as they did not provide any prior notice of my ineligibility before I engaged in the promotion. I have also consulted with experts who have advised me that my case has strong legal grounds.

Request: I kindly request that Casino Guru reviews this complaint and assists in addressing this unfair treatment. It is imperative that the casino adheres to fair play principles and ensures that such issues are resolved to prevent similar experiences for other players.

Thank you for your attention to this matter. I look forward to your prompt response and assistance.

Dear Mr.Kai22,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Velobet Casino's Terms and Conditions and this is what I found:

13.Any Deposit and Welcome bonuses are not eligible for the users from the following countries: Thailand.

Do I understand correctly that the casino voided your winnings because you breached the abovementioned rule?

Could you please advise if you were able to activate welcome bonuses or deposit bonuses without any problems?

Could you please specify how you activated these bonuses? Were they available directly in your account or did you have to submit a code to activate them?

Please forward me all the communication between you and customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

To clarify, the casino allowed me to deposit funds, activate bonuses, and play without any issues. There was no indication or restriction presented to me that I was ineligible for the Welcome or Deposit bonuses due to my residence in Thailand.

I was able to activate the welcome and deposit bonuses directly through my account without any problems.

The bonuses were available directly in my account, and I did not have to submit any code to activate them.

The casino only voided my winnings after I had played and won, citing the restriction from the Terms and Conditions.

This seems like entrapment, as I was allowed to deposit, play, and lose funds without any issue, but when I won, my winnings were confiscated.

Additionally, the verification process the casino allowed me to continue playing and making transactions during this period, further indicating that my account activity was permissible.

You mentioned in your previous responses that you successfully withdrew €2,000, €2,000, and €1,113 from your account. Did you accumulate these winnings without using bonuses?

Could you please confirm that the amount of 200,000 THB, which you stated as your disputed amount, comes from bonus play and that only these winnings were confiscated?

No never received anything. Casino kept stalling and stalling. Asking for extra documents. I just withdraw over and over again.

They never paid!

and it's all euro! 5500 euro!

Thank you very much, Mr.Kai22, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Mr.Kai22,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, as I can see in the email from the casino you forwarded to my colleague earlier, it does not state that your winnings were confiscated due to a country restriction. In addition, it would be great if you could go through your own posts and clarify the amounts because first, you claim that "10/07 ... My account was verified, and I had successfully withdrawn €2000 and €1113 to Skrill", then that "They never paid!" So, how is it?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Velobet Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Colleagues,

First of all, I would like to emphasize that the user agrees to the terms and conditions of the site during registration and is responsible for using the account according to the rules.

Regarding the verification requirement, the casino always conducts customer verification procedures to determine their authenticity and eligibility to participate in promotions.

Finally, as a result of the verification, it was confirmed that the user is indeed a citizen of Thailand, and unfortunately, any Deposit and Welcome bonuses are not eligible for users from the mentioned country.

Best regards,

I would like to address the points made by the casino representative and reiterate my position:

Agreement to Terms and Conditions: While I acknowledge that I agreed to the terms and conditions upon registration, it is important to note that the casino allowed me to deposit funds, activate bonuses, and play without any issues or notifications regarding my ineligibility due to my residence in Thailand.

Verification Process: The verification process was extensive and during this period, the casino permitted me to continue playing and making transactions, further indicating that my account activity was deemed acceptable.

Entrapment and Fairness: Allowing a player to deposit funds, activate bonuses, and play—only to void winnings later based on previously uncommunicated regional restrictions—constitutes entrapment. This practice is

fundamentally unfair and undermines the integrity of the gaming environment. If I was not eligible for the bonuses, this restriction should have been enforced before I was allowed to participate, not after I had already played and won.

The casino's actions not only breach the principles of fair play but also raise significant concerns about the transparency and ethical standards of their operations. It is crucial that players are informed of any restrictions or ineligibilities upfront to prevent such issues.

I kindly request that this matter be reviewed thoroughly, and that the casino considers reinstating my winnings. The current handling of my case reflects poorly on the fairness and transparency that should be upheld within the gaming community.

Sorry i use google translate.

Thank you for the clarification, Velobet Casino team.

Did the user fill out everything correctly and truthfully, his real personal details, and access the casino's website from Thailand?

Can you prove how Mr.Kai22 bypassed any of the casino's system settings/restrictions, altered his personal details, or hid his current location for the purpose of claiming bonuses?

My email was mentioned in my previous post.

If he was not eligible for bonuses, filled out all the requested details during registration correctly, connected from Thailand or used only Thai IP(s), he should not have been allowed to claim any bonus, and there is no reason to confiscate anything of his winnings. If it was like that (and we know that it is common for players not to read Terms and Conditions completely) and there were/are very likely players from Thailand who claim bonuses but lose their deposits and bonuses, while they maybe make deposits only to claim bonuses - would the casino refund their lost deposits?

Dear Branislav,

First of all, we would like to point out that the user mrkai22 is lying when they said that they have withdrawn 3113 euros. They have not successfully withdrawn any amount from their account.

The user was verified on 02-07-2024 at 11:25. The system recognized that they were from Thailand. After verification, there was no activity on the account, and as a result, the right to use the bonus has been canceled.

Best regards,

Thank you for your response and for the opportunity to clarify the situation further.

Addressing the Casino's Explanation:

Verification and Recognition of Country: The casino system reportedly recognized that I was from Thailand upon verification on 02-07-2024. However, this raises the question: why did the casino allow me to deposit, activate bonuses, and continue playing if my country of residence made me ineligible for these bonuses?

If the system could detect my location after verification, it is logical to assume that this recognition should have occurred immediately upon registration. There should have been an immediate block on my ability to claim bonuses if such bonuses were indeed restricted for players from Thailand.

No Activity Post-Verification: The claim that no activity occurred on the account after the verification process is inaccurate, as I had withdrawn funds multiple times, indicating that the account was still active and operational. Moreover, the verification process was initiated by the casino after I had already engaged with the bonuses and played games. This further highlights a discrepancy in the casino's enforcement of its own rules.

Entrapment and Fairness:

Allowing me to claim and use a bonus that the casino later deemed invalid due to my country of residence—without any warning or restriction at the point of registration or deposit—constitutes entrapment. This practice is highly unfair and goes against the principles of transparency and good faith in the gaming industry.

The casino's failure to enforce these restrictions in a timely manner does not justify the subsequent confiscation of my winnings. By allowing the bonus to be claimed and used, the casino effectively waived its right to later claim that I was ineligible for it.

Obligations and Justifications:

The casino is within its rights to restrict bonuses based on a player's country of residence. However, it is also obliged to ensure that these restrictions are clearly communicated and enforced from the outset. The fact that I was able to play and win before any issues were raised indicates that the system's checks were insufficient and that the responsibility lies with the casino to uphold its own terms.

Given the evidence presented, it is clear that Velobet Casino allowed me to engage with the bonus and only revoked my winnings post-factum, which is neither fair nor justified.

Request for Payment:

Based on the sequence of events and the shortcomings in the casino's enforcement of its own terms, I respectfully request that Velobet Casino honors the legitimate winnings accrued before any issue was raised. I have met all bonus requirements and adhered to the rules as they were presented to me at the time.

I look forward to a prompt and fair resolution to this matter.

Dear Branislav,

I will send you detailed information about this case in a private email: branislav.b@casino.guru

Best regards,

Greetings all,

I am sorry for the delay.

Thank you, Velobet Casino Team, for your email and additional information. I think the situation is a bit clearer, but not completely.

Can you please look at my last email regarding the matter and provide me with the requested answers/details if possible?

Dear Mr.Kai22,

While I am waiting for the casino's email and additional details, can you please provide me with the information on what country you filled out upon registration at the casino, and how much was your last deposit made to the casino?

Upon registration I didn't had to fill in my country as it was preset on Thailand.

My last deposited amount at Velobet is 300 EUR.

It is automatically set as the country from which you access the website, but it can be changed easily, and it is not possible to change it later in the account profile since it is locked (checked a while ago). So, can you recall once again what you left there upon registration or from which country (IP) you registered since it is highly likely it was not Thailand?

I have not changed the country as it was pre-set to Thailand the country where I live and play from.

Let me remind you that my account is successfully verified which also shouldn't be possible when I would have entered a different country then Thailand as I had to upload a Proof Of Address during the verification process.

I would like to clarify that I registered from Thailand and verified my account while residing in Thailand. Despite this, your casino allowed me to claim and use bonuses without any warnings or restrictions during registration or gameplay. Furthermore, I have noticed that your casino, along with your sister site Golden Bet, actively markets its services and promotions to players in Thailand.

I played with the bonus you provided and won a sum of €3,587. It is important to note that by allowing players from Thailand to register, verify, and participate in promotions without any immediate restrictions, your casino has created an environment that is misleading and unfair.

Given that your platform is actively advertised in Thailand and players from this region are permitted to use bonuses without any upfront restrictions, it is unreasonable to confiscate winnings after the fact. I strongly urge you to reconsider your decision and honor the winnings in question.

Dear Mr.Kai22,

I am still waiting for further information from the casino outside the thread. They have not replied to my last email yet.

In the meantime - since there was no information about your casino account being blocked, and it should be accessible and available - can you please provide us with a screenshot of your casino account profile with the personal details, especially your email and country clearly visible in the screenshot?

Feel free to post it here, with your response (it will be hidden from the public) or send it to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear Mr.Kai22,

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.