The player from Germany has winnings in Velebet Casino but has been told by their support team to wait for 10 days due to website problems. Player’s complaint has been resolved successfully.
Velobet Casino - Player's withdrawal has been delayed.
Amount: €2,600
Velobet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello
I have won in Velebet Casino
The Support Team informs me that the website is not
entirely okay and I should wait for 10 days
Isn't that not okay?
The deposit was over 800 euros on Friday
Not a word that it takes 10 days
Automatic translation:
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1 year ago
Dear Landgraf1994,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
OK
thank you for your feedback
I'm just confused because it was 48 hours on Friday
yesterday after my win suddenly 10 days
Kind regards
Automatic translation:
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1 year ago
I fully understand your frustration, Landgraf1994. However, I will set the timer for additional 12 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
Dear Landgraf1994,
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.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Landgraf1994, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
