Velobet Casino - Os ganhos do jogador foram confiscados.

I played for 1 week in the last few weeks with a 2000 deposit and I ended up withdrawn 2200 and after that I've been played the daily free spins . Last time I've made 26.78 with the free spins and I wanted to withdrawn it but was cancelled and the funds forfeited and they don't give the reason either. I violated T&C section 9 and 10 but they refuse to say what specifically.

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Hello,

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 whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• How long have you been a player at this casino, please? 

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

Best regards, 

Katarina

No other accounts created at my household.

I passed kyc.

I've played ~2 weeks

Dear Xgammer,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Xgammer,

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.

The chat script there is the only one I have

Dear Xgammer,

thank you for your reply.

When was the last time you made deposit, please?

Do I understand correctly that you only engaged in a daily free spins?

Looking forward to your reply,

Katarina

Dear Xgammer,

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,
Katarina
Casino.Guru