Velobet Casino - opšta diskusija (strana 6)

Hello!

I think you might find this newly added post quite interesting:

https://casino.guru/forum/complaints-discussion/question-about-gambling-websites-with-curacao-license-using-incorrect-merchant-category-code#post-86134

Stay well!

100% love it

How about submitting a real complaint now? I mean, browse this guide, and if you are in, use this link to start the show: https://casino.guru/complaints/createaaa

Unlike the casino (I had to say that), we are happy to assist even here on the forum, so don't hesitate to ask questions if you have any.

I think you should complain right away!

I just wanted to trust velo bet to resolve this on there end as i do believe in them. Im gonna wait a xouple of hours to see if i get a response as im very disappointed with the last response i got.

Sure thing, no pressure. I just wanted you to know there are other ways you may want to try.

For now, I wish you good luck!

If i raise my issue here what happems next please

It is all written in the guide, remember?

Simply put, these steps will follow:

Step 1: The player fills out a complaint form and submits it.

Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.

Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.

Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.

Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.

Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected.

Once you submit the complaint, it gets reviewed by our first response team member, and as soon as this is finished, your complaint gets published. Soon after, you'll be announced to present additional information, associated emails, for instance.

Anything else? 😉

Hi Radka

Can i have some advice. As i siad i would give velobet chance to resolve my complaint. This has approached the 4th week and i actually got a reply today. They could not seem to see an issue with there site even tho i took a screen shot of the issue. This amount i. Fighting for is £3000. Today as gesture of goodwill they offered me £1000. As nice as that is its still not my full amount. I seriously no they were in the wrong and i dont know what action to take now. Can you advise what actions i should take. I have replied to them as ots nice they offered the 1000 but i feel they know the full amount should be given back.

Hi there.

How about this: try to request your gaming history associated with the game, add your printscreen, and then send it to the game provider who created the game with an explanation plus a demand for an inquiry. The point is to get your logs checked by the game provider itself.

I mean, if you are 100% sure there was something abnormal in the game, only the game provider may confirm that.

The fact that the casino is willing to compensate you truly supports your point of view.

Another step is submitting the aforementioned complaint through our Resolution Center. Maybe this game provider's inquiry would also be addressed.

I think both ways are worth a try. Still, I would prefer the complaint here (use this link to begin) because, throughout the whole process, you'll have your own complaint handler on your side to assist you and guide you through.

I bet it sounds more convenient. 🙂

Hi you have been a star. As this was on sports can i still do the same. The issue that came up was when i placed £3000 it kept saying external problem. So then this showed as bet not placed it just disappeard then the site went down ill send a screenshot with the issue. So when the site came back about 15mins i teied to place the similar bet and all of a sudden it had taken for both. I have tried to resolve this for 4 weeks now. The live chat staff keep saying im priority qnd this will get fixed but does not seem to. Its actully starting to affect me with all the emails i keep doing everyday to try chase this.

They tried to tell me they saw no problems there side but this definitly concerns me. This is not the first time it happened but with the kind of money involved this time is why ive brought it to the attention this time. I will message them again today. I will give them till the end of today to respond and give the remaining money back. Then i will raise this with yourselves. I have 100s of chat logs am i allowed to put these publicly problem is there is alot lol.

Hi. So to give a quick update. Basically I have given velobet the benefit of the doubt to help resolve this complaint in a timely manor. We have now entered the 5th week since i raised this. Everytime i reach out to the compliance manager who is meant to be dealing with this i get no response. I get told every day from live chat agents that this is being made priority and they will spewd up the process and it never happens. I have contact info@velobet.com as i felt speaking to them they got the ball rolling but again they have told me to email support@velobet.com. i have done this several times these past few days and heard not a thing. The compliance manager im not even sure exists now. I really dont know who to turn to. I feel if i raise my complaint officially to yourselves im then still gonna have you guys struggle to get hold of this manager. They refunded me £1000 but im still owed another £2000. Please can someone advise me.

Oh my,...

I was truly hoping there was a way to find support in the hands of the game provider, not for a single second did I think about something like this 🤦‍♀️

Hi Radka

Happy new year

As you can see im really struggling to get velobet to sort this out. Honestly the platform itself is good but these issues have been a nightmare. The compliance manager dealling with the complaint takes weeks on end to reply. The last email they just offered a goodwill of £1000. Do you know of a way i can contact the manager directly instead of througb chat

Now, it gets even "better"!

Ok, what about reaching out to its license provider? The casino holds the CEG Curacao license. Not the best pick for the players, but might exceed (a bit low) expectations.

To get familiar with this licensing company, I'd say it's best to go through this guide.

I know I already said we usually do not get involved in sports betting-related issues, but you know, the worst you could get is a complaint rejection. So, I would not expel this step yet, I guess.

Who knows...

The last ace I have in my pocket (truly the last!) is to try other supportive websites, such as:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Considering I have never done so myself, I pray at least one will be handy 🙏

The happiest New Year to you too!

Frankly, I do not have any direct contacts. Just my latest tips 🙁 - sorry.

Thank you so much. I will write to the license company in the next couple of days. Luckily ive kept every chat and screenshots. Just so disappointed it came to this. Im praying for a response from them today just to refund me back.

I think it will be a good step and the fact that you have screenshots might be useful and we'll see where you get to when you write to them. I agree with you that it is disappointing that it has had to go this far. 

However, when you get a response, be sure to update us on what the licensing authority has written back to you. I hope you get your money.

I will keep my fingers crossed for you. 🤞

I have been waiting for the money for 3 months. They wrote to me that they would solve the problem within six months. I talked to a user of a certain forum and he wrote that he had a similar situation and they paid him. However, he waited a full half a year for this.

Oh, my God. That's a very long time to get your money. Why should it take half a year, the casino said? 

Didn't you think about opening a complaint with us and our team would try to help you? I'd say in that case there's nothing to wait for because it's a pretty lengthy period of time.

Do you think you will try ?