The player from the UK had raised issues with the Velobet Casino platform, suspecting that it was either not legitimate or there was something problematic with it. He had reported poor game performance and a lack of wins, despite substantial deposits of £1,500 in total. We had requested the player's full game history for proper analysis but received no response. Due to this lack of communication, we were unable to proceed with further investigation or provide potential solutions. The complaint was eventually rejected, but the player still retained the option to reopen it in the future.
Velobet Casino - Player suspects platform is not legitimate and requests refund.
Amount: £1,500
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
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
This casino simply cannot be real. I wasn’t sure if I was allowed to deposit from the U.K. but it went through. I deposited £500 and every spin was a loss. I then deposited another £1000
and once again it was unbelievable!!! It’s as if the 3 symbols need to trigger any bonuses were missing. Any wins were tiny and the gameplay was nowhere like the usual on their platform. Only the Betnet and play&go games loaded so the choice wasn’t there either. I think it’s either a fake gaming platform or something very sinister is going on. I’m asking for a full refund with immediate effect and warning others to stay clear of Velobet.
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11 months ago
Dear Bh1974,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).
If you possess additional information that could support our case, kindly send it to me. To address the casino regarding their RTP (Return to Player), having the complete game history of the player is the most effective approach. Please send it to petronela.k@casino.guru as soon as possible.
Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.
Best regards,
Petronela
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11 months ago
Are VELOBET not willing to explain???
Ive now submitted an official complaint to the relevant licensing board.
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11 months ago
Could you please forward your full game history so we can analyze it properly? Thank you.
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11 months ago
Dear Bh1974,
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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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
