Velobet Casino - La cuenta del jugador está cerrada y el retiro está retrasado.

I recently signed up to Velobet Casino deposited and won £5,000, when it came to withdraw this i was hit with a email saying that due to the company's discretion they are closing my account permanently however I will be able to withdraw my balance ( i hadnt done anything wrong, no duplicate accounts and never used bonus funds. I proceeded with withdrawing and passed verification, my account was blocked on the Friday and I have been waiting for my withdrawal to arrive in my account. I have waited the maximum time frame as suggested by the live chat agents and I have been told several different things. One said they money had been sent to me, another said it was still processing. I have emailed their support aswell and they have not answered any of my questions. It seems to me I have won a substantial amount of money and now they don't want to pay it.

Dear Unfair, 

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

• When exactly did you submit the withdrawal request?  
• What was the status of the withdrawal before your account got closed? Was it processed or pending? 
• What payment method did you use for the withdrawal? Was it the same as you used for depositing?

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, 

Natalia

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.

• When exactly did you submit the withdrawal request?  - I requested withdrawal last friday, before I could check the status I saw a message that said "user blocked". 
• What was the status of the withdrawal before your account got closed? Was it processed or pending? I contacted live chat as I was blocked and live chat agents told me it was "successful" 
• What payment method did you use for the withdrawal? Was it the same as you used for depositing? Yes the same as depositing, I used Sepa. I was told a maximum of 3 days which has surpassed now, everytime I go on live chat to ask i get told " it will be in today" i have spoke to them again this morning and I have now been told "within 24 hours". 

Dear Unfair, thank you for your reply. I 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. That’s why we advise players to be patient, cooperate fully with a casino, and wait at least 14 days after requesting their withdrawals.

If you requested your withdrawal on 13th June, we will give the casino a full two weeks to process your request. The complaint will be open, and if there's no progress by 27th June, we will intervene.

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Ok, I will wait for the recommended time frame and will check back then

Thanks

Dear Unfair,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Unfair,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia