Velobet Casino - A conta do jogador está restrita.

Hello, Velobet restricted my account and are saying they are investigating god knows what. I had a win on welcome bonus, sent them everything they asked for including a video and then they blocked my account. Please help me get my money

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Dear Asdeerbb1,

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 situation.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

1. Yes I uploaded my ID and did the facial verification and then I sent them the video with me and a piece of paper with all info about my account + I said all out loud. 2. I registered on 03/06, on the 19th they locked me out and started some "investigation". At the same time I got the email that I am verified. 3. I played a slot called Wild Card Gang, I used stake 5 euro. 4. Sending now

Dear Asdeerbb1,

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, Martina, (martina.b@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,

Jean

Dear Asdeerbb1,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Velobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account is blocked?

Thank you in advance for providing the information.

Dear Asdeerbb1,

Thank you for your patience.

We are currently reviewing your case and investigating the situation with the relevant team.

We will check all the details and get back to you with an update as soon as possible.

Thank you for your understanding.

Best regards,

Velobet Team

The investigation has now been concluded.

Based on the investigation findings, the player was found to have breached the website's Terms & Conditions.

Consequently, all winnings obtained in violation of the Terms & Conditions were confiscated.

The player was offered the opportunity to withdraw only their original deposited funds. The player accepted these conditions and successfully withdrew €200.

Following the completion of the withdrawal, the account was permanently closed in accordance with Terms & Conditions 9 and 10.

Best regards,

Velobet Team

Thank you Velobet Casino Team, for the update!

Dear Asdeerbb1

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal of the deposits.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Do you have any proof I breached any terms?? I did nothing of the sort and i accepted nothing!! i withdrew the money I had in account only because I managed to log in finally you still stole my win from me

I never got any emails from you about anything, I just checked my account on my own

Dear Asdeerbb1,

Your statement is incorrect.

We have clear and sufficient evidence confirming the breaches of our Terms & Conditions. The decision to confiscate the bonus winnings and permanently close your account was made only after a complete investigation and is fully supported by the evidence we hold.

We will not disclose our internal evidence publicly. However, if Casino Guru requests it, we are fully prepared to provide all relevant evidence directly to them for an independent review.

Best regards,

Velobet Team

Dear Velobet Casino Team,

Thank you for confirming that you are willing to provide the relevant supporting evidence privately.

Could you please send it to my email address: martina.b@casino.guru?

Additionally, I would appreciate it if you could provide a copy of the email in which you informed the player about the proposed agreement regarding the refund of their deposits.

Please rest assured that any supporting evidence you provide will be treated as strictly confidential and used solely for the purpose of reviewing this complaint.

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for your message.

We will provide all relevant evidence supporting our decision directly to your email, as requested. The evidence demonstrates the player's breach of our Terms & Conditions and will be shared confidentially for your independent review.

We will also provide a copy of the email sent to the player regarding the refund of the original deposit and the outcome of the investigation.

Please allow us a short time to gather the required materials. We will send everything to your email as soon as possible.

Kind regards,

Dear Martina,

Thank you for your patience.

We are currently waiting to receive the requested information and supporting evidence from the relevant department. We expect to have everything ready and will send all requested materials to you tomorrow.

Thank you for your understanding.

Dear Velobet Casino Team,

Please, any updates? Thank you so much in advance

Dear Martin,

I reached out to you yesterday regarding this matter. Could you please check my previous email when you have a chance?

Thank you in advance.

Best regards,

Dear Velobet Casino Team,

I have not received any email. Can you please resent it to my email address? (martina.b@casino.guru)

Thank you very much in advance

Dear Martina,

Of course! I’ve forwarded the email to you again. Please check your inbox, and kindly let me know if you receive it this time.

Best regards,

Velobet Casino Team

Hello Asdeerbb1,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina 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 Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Asdeerbb1,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter.

I’m sorry we couldn’t assist you further in this case.