Velobet Casino - El retiro del jugador se retrasa debido a una investigación de la cuenta.

I signed up, verified my account and was really enjoying the site. There is always a nervy feeling with Curcao casinos because, as we all know many just take but, don’t pay. I hoped this would be different, I was wrong. I had my first ever good win. The feeling was incredible and quickly it turned into a nightmare. The joy turned into days of worrying what’s going to happen, automated answers, unrealistic time frames and what one assumes is a tactic to make people give up or if they dont they will make a reason up to take it. If you read the terms and conditions they are so vague that they have the power to make anything up. As I went to withdraw lo and behold I was under "investigation" it’s no clearer why and they say it takes 6 months. Absolutely devastated. I thought this was going to be a good one but, now they’ve lost a customer and hopefully many more. To treat another human and put them through this , when they put their faith and trust in a site that once your verified and win, you can have your money but, then be completely blindsided is awful. 

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please confirm whether you currently have access to your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi I played slots mainly the same 3 or 4 games and the odd live casino. I had no active bonuses. I can still log on but I can’t do anything on the site

Hello Whitety1010,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Whitety1010,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Whitety1010,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Velobet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Velobet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi still nothing from them. Just excuses that it takes 6 months. Absolute shambles.

Dear Kubo,

Please note that the user’s account is currently under investigation by the relevant department. We are carefully reviewing the case and related activity, and we will provide an update as soon as the investigation is completed.

We appreciate your patience and understanding regarding this matter.

Best regards,

Velobet Team

Please don’t allow Velo to put you through this people. It’s not worth it!

Hello Whitety1010,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Velobet Casino,

As another two weeks have passed since your last response, I believe that sufficient time has now been provided to complete the review of the player’s account.

Could you please provide an update on the current status of the review, as well as further details regarding the issue at hand?

Thank you for your assistance.

Dear Kubo,

Thank you for your message.

Please note that the investigation regarding the player's account is still ongoing and is being handled by the relevant department. Due to the nature of the review and the amount involved, additional verification and analysis are required to ensure compliance with our internal security procedures and responsible gaming policies.

At this stage, we are unable to provide a specific completion date; however, we can confirm that the case remains under active review and has not been closed. We will provide further details and an update as soon as the investigation is finalized.

We appreciate your patience and understanding.

Best regards,

Velobet Team

Dear Velobet Casino,

We understand that some reviews may require more time than others.

However, please note that we also have to operate within reasonable timeframes and cannot keep complaints open indefinitely without any substantive update. As of today, it has been exactly one month since you were invited to join this complaint thread and provide an explanation as to why the player is unable to withdraw his funds, despite the account reportedly being fully verified.

So far, we have not received any specific information or evidence explaining the reasons for withholding the player’s funds. If no relevant information is provided, the complaint may have to be closed as unresolved, which would have a negative impact on the casino’s Safety Index displayed on our platform.

Thank you for your understanding. We look forward to receiving your position regarding the above-mentioned matter.

If needed, please feel free to contact me directly by email at jakub.m@casino.guru.