Velobet Casino - A retirada do jogador foi recusada e a conta bloqueada.

I have recently won a large amount on velo casino to the amount of 1280 after depositing a large amount into the casino.

I fully verified my account with evidence to prove this and reached out the live chat to confirm i can withdraw my full balance also with evidence.

After a day had gone by of the withdrawal processing the system withdraw my full winnings and my request was declined and account locked returning only one of my deposits back to my account.

After reaching out to the casino they claim i have previously had another account.

This is correct however the account had been fully deactivated via live chat as I no longer wished to use it in the past.

Causing the account in question to be my only active account.

This seems like a clear attempt not to pay out on winnings.

My account was fully verified and a live chat agent confirmed i will receive my winnings.

Any assistance in receiving my rightful winnings will help alot.

Dear Danfor97,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

9.       USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

You are eligible for all bonuses per Velobet account, which means no more than one of each bonus per user, IP address, computer device, family, residential address, telephone number, credit or debit card, e-payment account, email address, and environments where computers are shared.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

Please understand that creating multiple accounts is prohibited by most online casinos and it doesn't matter if the old account was closed or not, the new one is still considered a duplicate.

• Could you please clarify why and when your first account was closed?
• Have you tried opening the old account before registering the new one?
• Did you discuss opening another account with the casino?

Thank you very much in advance for your reply.

Best regards,

Kristina

The previous account was closed to due a myself requesting it to be done so via live chat due to a gambling problem. I took time away and decided I would come back to help and opened a new account. The new account was fully verified and no bonus was taken this is defiantly unfair as the casino was happy to take my money off me in deposits but when I won they will not pay out.

Thank you for your reply, Danfor97. Could you please forward me the self-exclusion request you sent to close the first account? My email address is kristina.s@casino.guru. Also, please forward to me any other relevant communication between you and the casino. Alternatively, you can post it here. 

Dear Danfor97,

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.