Velobet Casino - El jugador aún no ha recibido las ganancias.

I am really concerned.....

I deposited nearly £5,000 over a number of weeks, passed verification early on. Then finally got a win and up to around £12,000, and as soon as I try to withdraw £7,500 it was rejected once as they wanted a picture of my card, which I provided and was approved. Then my account was blocked again, and all I get is an e-mail saying my account is 'under investigation.' I didn't use any bonuses or anything. 

I then asked the chat what the reason was to which they said they would not tell me why and it could take up to 6 MONTHS for an investigation!!!!!

I have pictures and videos of all the transactions etc. if you need them. I have also attached the chat transcript.

Please can you help me, I don't know what to do.

Dear alexn,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you for this. As you say, it is not just a case of a delayed payment. They have blocked my account with no reason given whatsoever and kept back my winnings, saying it could take 6 months to investigate!

Dear alexn, please allow me to ask you a few questions, so I can understand the whole situation completely.

Has the casino provided you with any further explanation regarding the reason for blocking your account and starting the investigation?

Are you currently able to log into your account, or is access fully restricted?

Did you play casino games or bet on sports?

Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi Dominika,

thanks for your response.

in answer to your questions:

1. none - and they said they won’t give me any reasons.
2. I can login and see my balance but can’t do anything else.
3. casino games only. Mainly live blackjack.
4. i did not accept or use any bonus

many thanks

Dear alexn, just to confirm — do you currently have any pending withdrawal requests in your casino account, or were all previous requests canceled?

Also, could you please confirm whether the balance of your winnings is still visible in your account at this moment?

Hi, no all withdrawals were cancelled and yes I can still see the balance at this moment

Thank you very much, alexn, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you alexn for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Velobet Casino for their help in resolving this complaint. We would like to know why the player's account is being investigated and what we can do to help the player receive their winnings.

Thank you!

Hello Peter,

Thank you for your message.

We would like to clarify that we have contacted the player via their registered email address requesting additional information required to complete our investigation and proceed with the withdrawal process. Unfortunately, we have not yet received the requested documents.

As soon as the player provides the necessary information, we will be happy to continue with the verification process and resolve the matter accordingly.

Thank you for your cooperation and understanding.

Best regards,

Velobet Casino Team

This is simply a lie. I have not received any email requesting anything and this appears purely a delaying tactic, as the timer was running out in a few hours and this extends it by another week.

Please clarify what information FO, Downtown, Upgaming etc. require

Dear Velobet Casino representative, could you clarify to which email you have sent the email requesting information? I will mark the post as private so the message's contact will only be visible to the involved parties. Thank you in advance!

Dear Pater,

We will send you all the proof regarding this matter.

As this information is private, could you please share your email address so we can send the details securely?

Best regards,

It’s in the earlier post - peter.c@casino.guru

please provide me a copy also.

I’ll go into detail elsewhere but I am interested.

Thank you for the update Velobet Casino representative. As the player mentioned as well, you can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

You can close the complaint as payment has been made in full.

many thanks

Dear alexn,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter