Velobet Casino - El retiro del jugador se retrasa y el acceso a la cuenta está restringido.

Velobetcasino seems to want to rob me of my balance.

I was able to play normally and verified myself normally; I have also been fully verified. Then I wanted to make a withdrawal and was asked to send a video of myself. I did that. Now I'm being put off and referred to some terms and conditions that make no sense at all. In any case, I can't play any slots anymore and it tells me I have no credit, even though it is displayed. I think they are trying to take my credit. I haven't taken a bonus the whole time, even though I'm regularly annoyed about it.

Can you help me with that?

Das Velobetcasino scheint mich um mein Guthaben bringen zu wollen.

Ich konnte ganz normal spielen und habe mich auch ganz normal verifizieren, bin auch durchverifiziert. Dann wollte ich mal eine Auszahlung durchführen und dann wurde ich aufgefordert ein Video von mir zu senden. Das habe ich auch geliefert. Nun werde ich vertröstet und man verweist auf agbs irgendwelche die gar kein Sinn machen. Jedenfalls kann ich auch keine Slots mehr drehen wird mir angezeigt ich hätte kein Guthaben drauf wobei mir das aber angezeigt wird. Ich bin der Meinung das man mir hier versucht um mein Guthaben zu bringen. Ich habe auch keinen Bonus genommen in der ganzen Zeit obwohl ich regelmäßig damit genervt werde.

Könnt ihr mir da helfen ?

Dear CutCatana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Velobetcasino and the difficulties you are experiencing with your withdrawal.

To better assist you, could you please provide us with more information by answering the following questions?

• Have you received any messages or responses from the casino regarding your video of yourself?
• Can you clarify what terms and conditions they referred to that you found confusing?
• Have you contacted customer support regarding this issue, and what was their response?

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

Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina, yes I received a message from Velobet today.

Ladies and Gentlemen

Please contact our dedicated team by email, who will assist you with your case:

—

Best regards,

Maia / Support Agent

but that has already been done.

I then noticed that they had now blocked my account with the following reason and action.

I contacted customer service, yes.

Dear David,

Thank you for your email.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 9, Article 10)

Since you violated our terms and conditions, your account has been permanently closed.

However, we give you the opportunity to withdraw your deposit -20%. Kindly request a withdrawal using an appropriate payment method, after that the account will be permanently suspended.

If you have any further questions, please contact us via Live Chat.

Have a nice day!

Best regards,

Lilu

I can't do anything with this claim and I didn't choose a bonus or anything else.

I didn't violate anything either.

I think they're simply trying to cheat me out of my winnings. I don't think that's fair. If you lose, they pocket the money, and if you win, they don't pay you out.

A payout was also not carried out by Velobet

Can you help me with that?

Hallo Kristina, ja ich habe heute eine Nachricht von Velobet bekommen.

Sehr geehrte Damen und Herren, 

 Bitte wenden Sie sich per E-Mail an unser zuständiges Team, das Ihnen in Ihrem Fall weiterhelfen wird:

kyc@velobet.com

—

Mit freundlichen Grüßen,

Maia / Unterstützungsagentin

das wurde bereits aber so erledigt.

Mir ist dann aufgefallen das sie mein Konto nun gesperrt haben mit folgender Begründung und Aktion.

Ich hatte mich an den Kundendienst gewendet ja.

Dear David,

Thank you for your email.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 9, Article 10)

Since you violated our terms and conditions, your account has been permanently closed.

However, we give you the opportunity to withdraw your deposit -20%. Kindly request a withdrawal using an appropriate payment method, after that the account will be permanently suspended.

If you have any further questions, please contact us via Live Chat.

Have a nice day!

Best regards,

Lilu

Mit dieser Behauptung kann ich nichts anfangen ich habe auch keinen Bonus oder sonstiges gewählt.

Ich habe auch gegen nichts verstoßen.

Ich bin der Meinung das hier einfach versucht wird mich um mein Gewinn zu bringen. Finde ich nicht gerecht, wenn man verliert stecken sie das Geld ein und wenn man gewinnt zahlen sie es nicht aus.

Ein Auszahlung wurde auch seitens Velobet nicht durchgeführt

Können sie mir da helfen ?

Thank you very much for your reply, CutCatana. Was this the only explanation you received from the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear CutCatana,

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.

Hello Kristina, Velobet asked me to make a video of myself after I wanted to make a withdrawal, which I did.

Dear David,

I hope you find this email well.

For security reasons, please provide a video verification.

It has to be taken with the front camera, in selfie mode. Hold your phone in one hand and an identity document with paper, on which you'll write the current date, your full name, the name of our site, and your username here in another. In the video, kindly pronounce the written information in English.

Have a great day!

Best regards,

Adaline

(That was on 08.04.25)

then I should turn elsewhere (15.04.25)

Ladies and Gentlemen

Please contact our dedicated team by email, who will assist you with your case:

—

Best regards,

Maia / Support Agent

on 18.04.25 came

Dear David,

Thank you for your email.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 9, Article 10)

Since you violated our terms and conditions, your account has been permanently closed.

However, we give you the opportunity to withdraw your deposit -20%. Kindly request a withdrawal using an appropriate payment method, after that the account will be permanently suspended.

If you have any further questions, please contact us via Live Chat.

Have a nice day!

Best regards,

Lilu

There was nothing more.... Before that, I had uploaded my documents, all of which were confirmed.

Completely scamy in my opinion...

Hallo Kristina, Velobet hatte mich aufgefordert nachdem ich eine Auszahlung vornehmen wollte ein video von mir zu machen das hatte ich gemacht.

Dear David,

I hope this email finds you well.

For security reasons, please provide a video verification.

It has to be taken with the front camera, in selfie mode. Hold your phone in one hand and an identity document with paper, on which you’ll write the current date, your full name, the name of our site, and your username here in another. In the video, kindly pronounce the written information in English. 

Have a great day!

Best Regards,

Adaline

(Das war am 08.04.25)

dann sollte ich mich woanders hin wenden (15.04.25)

Sehr geehrte Damen und Herren, 

 Bitte wenden Sie sich per E-Mail an unser zuständiges Team, das Ihnen in Ihrem Fall weiterhelfen wird:

kyc@velobet.com

—

Mit freundlichen Grüßen,

Maia / Unterstützungsagentin

am 18.04.25 kam dann

Dear David,

Thank you for your email.

Please be informed that by registering an account on the website, you confirm your consent to the Terms & Conditions and Privacy Policy which our website provides to our customers. (T&C Article 9, Article 10)

Since you violated our terms and conditions, your account has been permanently closed.

However, we give you the opportunity to withdraw your deposit -20%. Kindly request a withdrawal using an appropriate payment method, after that the account will be permanently suspended.

If you have any further questions, please contact us via Live Chat.

Have a nice day!

Best regards,

Lilu

Mehr war nicht.... Davor hatte ich meine Dokumente hochgeladen die alle bestätigt wurden..

Komplett scamy aus meiner sicht...

Thank you very much, CutCatana, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thank you very much 🙂

Vielen Dank 🙂

Hello, CutCatana,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Velobet Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If she did not successfully withdraw anything from her account before, but the casino plans to deduct 20% from her deposit, which indicates possibly a breach of AML rules, would there be an option to restore her account and the balance, and instruct her on further play?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Thank you for your message and for reaching out regarding this case.

At the moment, the case is still under investigation.

We are carefully reviewing all the relevant details and will provide a full explanation, along with supporting evidence, as soon as the process is complete.

We appreciate your patience and will get back to you shortly with an update.

Kind regards,

Velobet Casino Team

Good morning, how long does such an additional "examination" usually take?

Guten morgen, wie lange dauert denn solche zusätzliche "Untersuchung" in aller Regel ?

Greetings all,

Dear Velobet Casino Team,

It has been a while since your previous message was posted.

Can you please update us on any developments in the investigation process?

What is the estimated time frame for finishing the review? When can we expect the results of your investigation?

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your follow-up.

We would like to inform you that this case has been fully reviewed and resolved from our side.

As per our Terms of Use:

Only one account per person, household, or IP address is permitted.

Creating or operating multiple accounts is strictly prohibited and may result in the termination of all linked accounts.

Sharing access with third parties, including minors, is not allowed.

Any winnings or bonuses gained through duplicate accounts may be reclaimed, and any funds already withdrawn may be requested to be returned.

Each bonus is limited to one per player, IP address, device, email, payment method, and shared environments.

The website is strictly for personal use and may not be used for any commercial gain.

Following a thorough investigation, we have confirmed the creation and usage of multiple accounts connected through matching IP addresses and device fingerprints. We are prepared to share this sensitive data, including IP connection logs, with Casino Guru privately if needed to support our findings.

As such, the matter is considered resolved from Velobet’s side.

Thank you for your understanding, and we remain available should any further clarification be required.

Best regards,

Velobet Casino Team

Hello everyone,

So I would like to make it clear again that I

I didn't use any bonus.

No duplicate accounts, etc.

I'm curious to see how someone else allegedly used the IP address and device fingerprints in the past, especially at Velobet, and then of course my winnings will be taken away.

Velobet was on my "I'll give it a try" list, along with two or three other providers that I was/am testing.

Hallo zusammen,

also ich möchte nochmal klar stellen das ich

keinen Bonus genutzt habe.

Keine doppelten Accounts usw.

Ip Adresse und Geräte-Fingerabdrücke bin ich ja mal gespannt wie angeblich jemand Drittes die ausgerechnet bei Velobet in der Vergangenheit benutzt haben soll und dann wird natürlich mir der Gewinn gestrichen.

Velobet hat für mich auf der Liste "probiere ich mal" gestanden, da waren noch 2 3 andere Anbieter drauf die ich am testen war/bin.

Greetings all,

I am sorry for the delay.

Dear Velobet Casino Team,

Thank you for your explanation.

Feel free to forward the relevant evidence you mentioned above to my email (branislav.b@casino.guru). It would be highly appreciated if you could provide us with all the data matches between the disputed account and other accounts (especially device fingerprint matches), with a clarification of what unfair advantage the user gained by playing like that, if, as he claimed, he did not use any bonus to accumulate his winnings.

In addition, if the user violated more rules than a rule governing multiple accounts, it would be great to know more details of the accounts' registrations and activity (dates/times).

Thank you. Looking forward to hearing from you.

Dear Branislav,

I can send you the proof.

Could you please write me an email so I can send it to you? The information is private.

Best regards,

Although I do not understand your question since my email was mentioned in this thread at least 3 times, including my previous post, here it is:

branislav.b@casino.guru

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your response.

I sent the proof earlier today, but I wanted to clarify that I didn’t see your previous comments regarding the technical issues, nor did I initially notice some of the details—such as your email address. Over the weekend, I also encountered technical issues accessing the Casino Guru page, which may have contributed to the delay and confusion.

I appreciate your patience and understanding, and I look forward to your feedback.

Best regards,

Thank you for your response and the email, Velobet Casino Team.

Can you please look at my last email and provide me with the additional details I requested?

Thank you.

Dear CutCatana,

In the meantime, while waiting for the casino's email and additional details, I have a few questions for you:

• What type(s) of device did you use to access the casino website?
• What type(s) of internet connection did you use to access the casino? Did you use a VPN/proxy? Is it possible you accessed the casino from a public/shared internet connection?
• Do you know if anyone around you also has a gaming account at Velobet Casino? If so, what is your relationship with this person, and can you tell us more about the activity on such an account?
• What types of games did you play the most at Velobet Casino, or in what type of game(s) did you accumulate most of your disputed winnings? (sports betting/slots/live casino/...)

Please note that the casino has already provided us with part of the evidence confirming specific data matches between your account and another account at the casino. Therefore, if your answers or explanation do not make sense at all or significantly differ from reality, I will be forced to think about the complaint closure/rejection.

Thank you. Looking forward to hearing from you.

Hello Branislav, thanks for the reply. I've been on vacation for a week, so here's my take.

1. I use a Windows environment myself
2. Yes, for privacy and security reasons, I use a proxy to protect myself on unknown sites where I cannot judge whether they are reputable or susceptible to viruses.
3. No, I don't know of anyone in my circle who uses Velobet and I'm not in a relationship with anyone who is a Velobet player.
4. Primarily sports betting (without bonus)

Remark:

I now understand that the casino is cautious about certain technical patterns. I would like to emphasize again that if there are any overlaps with third parties, I do not know them or have any contact with them. I also do not have a second account with the Velobet site.

Hallo Branislav, danke für die Antwort. Ich war jetzt eine Woche in Urlaub deshalb jetzt meine dazu.

1. Ich nutze selbst eine Windowsumgebung
2. Ja aus Privatsphäre und Sicherheitsgründen nutze ich bei unbekannten Seiten wo ich nicht einschätzen kann ob diese Seriös sind oder Virenanfällig sind einen Proxy um mich selbst zu schützen.
3. Nein ich weiß nichts von einen dritten in meinen Umfeld der Velobet nutzt und ich stehe auch in keiner Beziehung mit jemanden der selbst Spieler bei Velobet ist.
4. Vorrangig Sportwetten (Ohne Bonus)

Bemerkung:

Ich verstehe jetzt, dass das Casino bei bestimmten technischen Mustern vorsichtig reagiert. Ich möchte nochmal betonen das sollten Überschneidungen mit Dritten entstanden sein kenne ich diese nicht oder stehe auch nicht im Austausch mit denen. Auch habe ich keinen zweiten Account bei der Seite Velobet.

Dear CutCatana,

Thank you for your response and additional information.

Although I was waiting for the casino's email with further details/evidence, at this point, that is no longer necessary.

After gathering all the necessary information and details, we are forced to close this complaint as unjustified due to the following reasons:

• A violation of the casino's terms and conditions - multiple accounts/collusion; based on the data provided by the casino, it would be likely impossible to prove you did not have another account there or that you did not know about another linked account/user (2 non-VPN/non-proxy IPs matches between the 2 and the same gaming accounts, in a very short time period); if you did not use any bonus on your account, it does not mean you did not violate the casino's rules
• The issue and violation also relate to sports betting play and rules governing it; as you might know, our forum deals with complaints about online casinos only; unfortunately, we currently do not handle sports betting-related cases and do not have enough insight to take on such kind of issues
• Last but not least - although some of the information you provided fits the reality, for some details or data from your account, your statements did not correspond with the supporting evidence provided by the casino; regardless of whether it was done intentionally or not, or if you forgot about some things, you provided us with misleading/incorrect information during the complaint resolution process

I am sorry, but the casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, if the casino states it on its website, or directly to the authority that the casino is regulated by.

Thank you very much, Velobet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru