Velobet Casino - Las ganancias del jugador han sido confiscadas tras el cierre de la cuenta.

I am submitting this complaint regarding Velobet after my account was closed and approximately £1,800 in winnings were confiscated under vague "anti-fraud" allegations without any clear evidence or specific explanation being provided.

Important points:

No bonuses were used.

No chargebacks occurred.

No fraudulent payment activity occurred.

My deposits were accepted and betting activity was completed normally.

The operator has not identified any specific fraudulent action.

The operator initially referenced alleged links between accounts/websites, but throughout correspondence the explanations changed multiple times.

At one stage, Velobet stated that it operates as an "independent standalone website," while simultaneously continuing to justify confiscation of winnings based on broader anti-fraud reasoning.

Despite repeated requests, the operator has failed to:

identify the exact conduct allegedly breached,

provide evidence supporting the confiscation,

or clearly identify where the Terms & Conditions disclose the restriction relied upon.

My concern is that broad anti-fraud clauses are being used to confiscate legitimate winnings without transparent disclosure of the specific rules allegedly violated.

The Terms & Conditions do not clearly disclose that activity across separate brands/websites could result in confiscation of winnings.

I requested:

Clarification of the exact Terms breach.

Evidence relied upon.

Reconsideration of the confiscation decision.

The operator refused and stated the outcome would not be changed, while continuing to provide only vague references to "misuse," "cheating," and "anti-fraud indicators."

I can provide:

full email correspondence,

screenshots of the Terms & Conditions,

account history,

and evidence of confiscated balances.

I am requesting assistance in reviewing whether the operator’s actions were fair, transparent, and consistent with their published Terms & Conditions.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

Dear dm4050,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru