Velobet Casino - La queja del jugador sobre el giro de la ruleta no ha sido resuelta.

I was playing immersive roulette where the ball landed on 2. It continued to spin on the wheel for 4/5 minutes before the dealer was instructed to pick the ball up and re spin. 

I have screenshots of the spin before, ball landing on 2, the wheel just spinning with it on and the next 3 spins after where 2 has not been registered. 

I provided all of this to their customer service to be told they can do nothing.

Dear KJ22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Has the balance from these bets been deducted from your casino account?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronika,

Thank you for this - I have just sent you an email with supporting documents and screenshots

Thank you for your help with this

Kingsley

Thank you for your email and the detailed explanations. Could you please confirm if the problematic bet was deducted from your balance?

I have reviewed the timestamps in your betting history:

And this is the time on the screenshot showing the ball landing on 2:

It’s important to determine whether the bet in question was deducted from your balance. Occasionally, technical errors can occur, which might result in bets being voided. However, in such cases, the bet should not be accepted, or the funds should be returned to the player's balance.

Looking forward to your clarification so we can assist you further.

Hi,

thanj you for your reply

yes it was deducted as they picked it up and re spun - when it then re landed they classed the bet as complete and took the funds

thank you

Thank you for your reply.

Unfortunately, I am unable to confirm this information based on the screenshots you provided. To proceed further, I kindly request your gaming history in Excel format. This document should include the exact times and details of the bets you placed, whether they were accepted, and the results.

Please contact the casino and ask them to send you your gaming history for 2 December in Excel format. Once you receive it, forward it to me at veronika.f@casino.guru.

Thank you for your understanding and cooperation. I look forward to hearing from you.

Dear KJ22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.