Velobet Casino - A conta do jogador foi encerrada sem motivo.

LOGIN - kolbin3027

I registered there more than six months ago, I tried to play there, but they didn't give me, after which I requested

money for withdrawal, but this is also prohibited. I contacted technical support - they told me to wait six months, because the account is "under review"

Okay, I calmly waited six months, when the time ran out, I tried

to withdraw money again - and failed again. In response, they replied again that

they needed to wait.

I sent them an email, after which they closed my account, also without providing any information about the timing and dates of withdrawal of my money!I haven't won anything on this site, I'm just trying to withdraw my deposit, I'm not going to put up with it anymore.

I just want to take the money, I'm not going to play with them. this is my deposit, which they refuse to return - it's a scam

Dear kolbin3027,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

as far as I remember, I wanted to bet on sports, but there were conditions that you need to put at least 2 events in the coupon. After that, I lost a couple of dollars in casino slots. I made a deposit of $250, at the moment the balance is 246.

I did not undergo any verification, they did not ask for any documents.

No, I didn't use the bonuses

Thank you very much for your reply, kolbin3027. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I don't quite understand what you want?Should I write to them that I have filed a complaint? They didn't answer me anymore.

Please note that I requested any communication between you and the casino that occurred before you submitted your complaint here.

before that, they answered me in their chat, but the messages were not saved there, what they said I sent you above, they also replied only 1 time in the mail

I see that no specific information was provided in the message. Could you please estimate (to the best of your knowledge) how much money you lost and won on sports bets and how much on slots?

I only made a deposit in the club of $250, I wanted to place bets, but they didn’t give me their bet, after which I tried to put money for withdrawal. and now they don’t want to withdraw my money to me for more than 6 months

Thank you very much, kolbin3027, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kolbin3027,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Velobet Casino to join the conversation.

Dear Velobet Casino,  

I understand that each casino has the authority to close player accounts at their discretion. However, any outstanding financial obligations should be addressed before such actions are taken. Could you please clarify the reason for the delay in refunding the player's deposit? If there are any information related to this situation that cannot be shared publicly, please send them to me at michal.k@casino.guru

Dear Michal,

From our side, we have already requested video verification from this user, but we have not received any response yet. Once the video verification is completed, the user will be able to withdraw.

Best regards,

Dear kolbin3027,

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.

I sent the video confirmation they asked for

Dear kolbin3027,  

I appreciate your update. I will now look forward to receiving feedback from the casino team.

Dear Michal,

We kindly inform you that, due to international sanctions imposed on the Russian Federation and Belarus, our Company is unable to process payments to users from these countries.

Additionally, please be aware that any accounts identified as belonging to users from the Russian Federation or Belarus will be closed immediately. In such cases, the remaining balance will be retained by the Company in compliance with these restrictions.

Best regards,

Dear Velobet Casino,

I have reviewed your terms and conditions, and I acknowledge that the above-mentioned "rule" is indeed mentioned in your terms and conditions. Can you please confirm since when this rule was incorporated? I do not recall seeing it previously. Although I understand that any casino can update its rules at any time, implementing any rules retrospectively (if this is the case) is not in line with fair practices. You have not mentioned this "rule" before; instead, you mentioned that when the player passes the video verification, they will be able to withdraw their deposit. So has the player not passed the video verification?

Dear Michal,

Thank you for your inquiry and for taking the time to carefully review our terms and conditions. Your attention to detail and dedication to addressing this matter are greatly appreciated.

We would like to clarify that the mentioned rule has been part of our terms and conditions.

Please rest assured that we do not implement rules retrospectively, as we recognize the importance of maintaining fair practices to foster trust and collaboration with our partners and players.

Best regards,

Dear Velobet Casino,  

Thank you for your response. While I recognize that the aforementioned "rule" is indeed outlined in your terms and conditions, we feel that it does not align with the fair treatment we anticipate from reputable casinos. The practice of confiscating player deposits without any breach of industry standards or the opportunity for the player to engage in gameplay does not reflect the fair practices we expect from reputable establishments. While I agree that players should familiarize themselves with the terms and conditions before registering, we believe that casinos should take proactive measures to prevent players from restricted countries from creating accounts and depositing funds. We are actively advocating for this change across the industry. Could you please clarify why this has not been implemented? We understand that players from restricted countries are ineligible for winnings and that their accounts may be closed; however, we believe it would be both fair and reasonable to refund the deposits made by these players. As was already highlighted, you mentioned that when the player passes the video verification, they will be able to withdraw their deposit. So has the player passed the video verification?

Dear Michal,

Thank you for sharing your concerns and observations.

While we understand your position, we firmly stand by the policies outlined in our terms and conditions, which are designed to ensure compliance, fairness, and transparency. When a user registers on our platform and accepts the terms and conditions, they agree to abide by all stated rules. It is the responsibility of every user to review and understand these terms before engaging with our services.

And this part: if the user agrees to our terms and conditions during the registration process, it means they agree to this policy. Users' disregard for the terms cannot justify the disregard of rules and standards that our team works diligently to establish and enforce. Adherence to these rules is critical for maintaining the integrity of our operations. So why is this a problem now? Rules are rules, and we must follow them.

Regarding restricted regions, it is clearly stated in our terms that accounts from sanctioned countries, such as the Russian Federation and Belarus, will be closed, and balances retained. This policy is in place to comply with international regulations. While we appreciate suggestions for proactive prevention, it is also the user’s obligation to ensure their eligibility before registering.

Best regards,

Dear Velobet Casino,

Although I can empathise with your point of view, unfortunately, we cannot agree with your current approach because it is not in line with the fair approach we expect from a highly rated casino. As I mentioned already, I acknowledge that the above mentioned rule is indeed in your terms and conditions; however, I have not come across such a rule in other reputable casinos, and I have no knowledge that such a rule is requested by any licensing authority, thus we cannot consider this as an industry standard rule. Instead, it does create a predatory situation as this is discriminating against only certain players even if they did not breach any usual industry standard rules, and this is not in alignment with the fair gambling environment we are advocating for. While every casino has the liberty to enter some specific rule into their terms and conditions, that does not mean that such rules are fair. As you probably know, we do not tolerate any predatory rules because they are unfair towards players and put them at a disadvantage. If we notice them during our review process or if they are brought to our attention through a player complaint, we decrease the Safety Index and also try to get the casino to start behaving fairly if it's within our capabilities.

When it comes to deciding whether some clauses are predatory or not, we rely on our judgement and experience, as well as online gambling best practices we are very familiar with. While I agree that players should familiarise themselves with the terms and conditions before registering, we believe that casinos should take proactive measures and set their system automatically to prevent players from restricted countries from creating accounts and depositing funds. We are actively advocating for this change across the industry. Could you please clarify why this has not been the case here? Has the player registered their account from a restricted location or IP address with their details indicating that they are from a restricted country? If so, why have you allowed them to deposit? Should the account not be flagged straight away?

Another important fact that you have not yet answered and that you seem to somehow overlook is that you mentioned that when the player passes the video verification, they will be able to withdraw their deposit. So has the player passed the video verification? Why have you diverted from this (we can say a fair) approach?

Dear Michal,

The user has successfully passed the video verification and withdrawn the funds in pounds.

After successful verification, we have closed the account.

Best regards,

Dear Velobet Casino,

Thank you for your reply. I'm glad to see that you have ultimately decided to take a fair approach in this matter.

Dear kolbin3027,

As per the casino team's response, you have successfully withdrawn the funds. I strongly recommend reviewing and familiarising yourself with the terms and conditions of every casino prior to registration to minimise such a situation in the future. It might not always have a happy resolution.

Can I now proceed to close this case as resolved?

Dear kolbin3027,

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.

Dear kolbin3027,  

While it appears that you have received the disputed funds, we have not received any further confirmation from you regarding this or if you require additional assistance. Consequently, we are forced to close this complaint as rejected. I would like to express my gratitude to the casino team for their cooperation. 

Please feel free to reach out to us should you encounter any issues with this or any other casino in the future, and we will try our best to help. 

Best regards,

Michal

Casino Guru