The player from the United Kingdom had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player claimed he was required to spend his welcome bonus before withdrawing, resulting in the loss of £223. We explained that this situation likely stemmed from unmet bonus wagering requirements. Since the player had lost his winnings, the complaint was rejected as there was no further action that could be taken.
Velobet Casino - Player’s withdrawal has been delayed.
Amount: £222
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
Other
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
I'm trying to get my account verified so I can withdraw my money and I've sent them 3 emails today to get them to do it but the haven't replied.
Public
Public
3 months ago
Dear Oakleydokey07,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 months ago
Dear Oakleydokey07,
Have you received your withdrawal from the casino yet?
Public
Public
2 months ago
The site are theives. I had £223 in my account and they said I had to spend my welcome bonus before I can withdraw my money. I've now spent what I thought was my bonus but really it was my money. I've never known a gambling site like it. They have cheated me out of my winnings.
Public
Public
2 months ago
Thank you for your reply, Oakleydokey07. Could you please clarify how much money you currently have in your casino account? Do I understand correctly that you have lost all your winnings?
Public
Public
2 months ago
It wouldn't let me bet on the football bets as I still had to spend my bonus before I could do that. I spent all my bonus and now I haven't got any winnings. I have about 0.4 in my account. I was told I had to spend my bonus by customer service before I could then gamble on football. I've now spent my bonus and it's now saying I need to deposit more money before I can gamble again. So the company lied about me having to spend my bonus I actually spent my winnings a complete joke.
Public
Public
2 months ago
Well, based on your description it seems that you had to complete the bonus wagering requirements. Unfortunately, since you lost your winnings, there is not much we can do. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
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.
